cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
Please be advised, the GuideMe Wizard is no longer available on the Small Business Support Community. For search capability please use the community search field to find content related to Cisco Small Business documents, videos, and discussions.
4339
Views
0
Helpful
25
Replies
Highlighted
Beginner

SA520W - Connection Issues on 2nd WAN Port

I have spent literally dozens of hours trying to troubleshoot this.

The SETTING: I have redundant internet connections coming in from two different companies and I am trying to use the SA520 in "load balancing" mode.  The primary connection is working just fine as long as it is the only one.

PROBLEM: The WAN connection on the 2nd ("optional") port does not allow most websites to be loaded, or if it does load, it can take literally minutes for the header image to load.  (I can ping just fine, so maybe it isn't DNS?)

Here is the interesting thing, though: certain websites will work without problems!  I can pull up most Google pages (including subpages, such as news & images) and Cisco.com just fine.  But it refuses to load most any other website I would try, including MSN, Yahoo, etc.

TROUBLESHOOTING: Here is what I have tried:

-- Different browsers (IE & Chrome)
-- Different OS (Win 7 Pro, Win Server 2k3)

-- Different DNS servers (ISP, OpenDNS, 8.8.8.8)

All with the same results when using the 2nd WAN connection.  It will sit forever "waiting for XYZ.com to respond".  It's like it will allow a few KB of data through (it will resolve the page name at the top of the browser!), then it cuts it off for that site.

When plugging the modem straight into a laptop (bypassing the SA520W), all webpages work fine, with any of the 3 DNS servers.  So I know I have a good connection to the web.

Also, I have switched the primary and secondary ISP connections (from dedicated to optional WAN port) and the SAME problem happens with the Optional WAN port, regardless of which ISP is plugged into it.  They both work fine independently on the primary port.

Here is the CRAZY thing, though!  When connected wirelessly through my iPhone (mobile Safari), I can pull up any page that I want, connected through the SA520W, using only the 2nd Port!  So I am at a complete loss!

Any suggestions / ideas / help?  It would be much appreciated.  Thanks!

(Original Post: 8/29/10. Edited by: metachimp on 9/12/10)

25 REPLIES 25
Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Bump... I have called in to request a service ticket, but apparently the ticketing system was down over the weekend.

I'm assuming by the complete lack of reply for weeks that no one at Cisco has any suggestions or SOLUTIONS?

Am I the only one with this issue when trying to use load-balancing from two modems?

thanks...

Participant

Re: SA520W - Connection Issues on 2nd WAN Port

I would call back to the Small Business Support Center at 1-866-606-1866 and

request a case be opened up for your issues.  Just a quick question for you--Are you running at the

1.1.65 firmware level?  If not I would upgrade the device to this latest firmware.

THANKS   

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Yes, definately running the latest firmware (1.1.65).  This issue also existed on the previous firmware, so that wasn't able to fix it.

I will follow up with support again today to see if they got their ticketing system fixed.

thanks!

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Hello,

I have the same problems with autorollover. I tested all the combinations of dedicated and optional WAN and they don't work ( I' ve got the same results like you).

Have you got any answer from Cisco support?

Igor

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

NO, they have been unable to help so far.

I have called their Business Support line TWICE since last weekend, spoken to two (friendly) techs who were completely unable to help on this issue, because apparently, Cisco's "ticketing" system has been down since last weekend.

I posted this WEEKS ago, have called about it twice, and I stil don't even have an Lv.2 support ticket.  Both guys said they would email me back with a resolution or at least continued support, but I have yet to hear anything.

Cisco seems to be selling Beta products, and letting their paying customers work out the bugs for them.  This was an expensive product! ($550.00+) for the the ADVERTISED features not to work!

I am reconsidering my previously unwavering loyalty in Cisco =/

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Okay, as of today I have a case number!  The guys I'm working with are very nice and I believe they actually care and want to help me solve this.  And they are Americans!  Not outsourced to some broken-english script-robot overseas.  Let's see how this turns out...

Please call their tech support and let them know you are having this issue!  If we can get enough people, maybe it will get enough attention to rush out a firmware release.  If your symptoms are the SAME then you can mention my case number as a reference for the tech to look at (615472617)

Cisco SB Support: 1 866 606 1866

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

OKAY, after 2-hours and 45-minutes on the phone with tech support, we have identified PART of the problem: CDP

From the web interface: Network Management > CDP

Disabling ALL CDP has allowed the Optional (secondary) WAN port to begin to function by itself, almost immediately.
Before that, the Optional WAN port would not function at all.

We also disabled the firewall blocking of fragmented packets, as well as TCD and UDP floods.

This has HELPED the bigger situation of not being able to use Load Balancing mode, but not complete resolved it.  Now, network computers will connect to any web page after 20-60 seconds (before it was 120-360 seconds, if at all).

Workaround: By disconnecting the entire network (access points, hubs, etc) and only allowing one or two computers to be plugged directly into the router, the load balancing seems to work pretty well... but that is obviously not a solution.

They wanted to blame other equipment on my network (especially hubs) for the issue, but EVERYTHING works flawlessly and reliably when using the Primary WAN port alone, or the Optional WAN port (with CDP turned OFF), so why would adding the load balancing mode suddenly make the router quit working with other previously-compatible network equipment?

And why does CDP break the Optional WAN port?

So we have made progress in isolating the issue, but in no way resolved.

This has been elevated to the Level 2 guys in California... so waiting to hear back from them.  I was promised a call back within 24-hours.

This is the 3rd tech I've worked with on this issue, they are all based out of South Carolina, and very good to work with.  They know their stuff, are patient, and talk with me like an intelligent human being... which is always appreciated =)

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Well, it's been almost 2 WEEKS and no response from tech support, Lv.2 or otherwise.  So much for my 24-hour promised response time!

I emailed again this week, with no response.

Guess I have to set aside more time to call again.  What a headache!

Thanks for leaving me high & dry Cisco! =(

Collaborator

Re: SA520W - Connection Issues on 2nd WAN Port

I have forwarded your complaint as a urgent message to the SA500 Product Marketing team.


Marcos

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

How is the progress so far with your case metachimp?

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Thank you Marcos for elevating the case.  Someone finally called me back the next day.  Apparently the guy I was working with has been out sick (for almost two weeks?) so the case has been collecting dust.  I hope he gets better soon!

I was waiting on a call from Lv2 in California, but I guess I have to jump through the hoops with Lv1 again.

We spent all morning on Saturday troubleshooting and discussing the issues with another (very easy to work with) tech in South Carolina.

Here is the best news as far as I'm concerned:

HE WAS ABLE TO REPRODUCE THE ISSUES ON ANOTHER SA520W!!

Now I know I'm not crazy.  Apparently the advertised feature (load-bearing dual WAN) does NOT work properly.  Looking back at the firmware history, this unit has had a LOT of problems.  Seems like another case of Cisco letting their paying customers be the BETA-testers.  This has been a huge headache and I immensely regret purchasing this  product, but at least your tech support guys are knowledgeable,  friendly, and easy to work with.

Anyway, a Lv2 support guy from California emailed me yesterday to let me know he was assigned to the case.  I responded by email immediately to ask if he needed anything from me, but no response yet (24 hrs).

So still waiting...

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Update: Lv2 guys in Cali were NOT able to reproduce the issue in their labs.

They VNC'd into my network last night, and WERE able to reproduce the issues with CDP turned on.

For some reason, it worked for a little bit with CDP off (which I had YET to see w/ load balancing on, so that was interesting).

After observing the problem, they spend several hours capturing packets, etc, then put the network back to single-WAN mode so it can operate before office hours resumed this morning.

I do miss the South Carolina techs who speak english as their primary  language.  I had to keep asking the guy to repeat himself... he  was nice enough though.

I don't think anyone yet has come up with a good hypothesis as to why this is happening...  but it is reproducible!

We'll see what happens...

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Okay, it's been another 10 DAYS with NO RESPONSE.

I emailed my case manager Stephen Foster mid-last week, with NO RESPONSE.

This is the THIRD email I sent him over the past 14 days, with NO RESPONSE

Why give me your email address if you aren't ever going to respond?

This problem been going on for over 2 months now.

Seriously, Cisco, this is how you treat your customers now?

You sell us BETA products, then drag us out for months as your paying test guinea pigs?

Either fix the issue (firmware), send me a new unit, or give me my money back (which I will NOT be spending on a Cisco product).

Or are you going to drag me out for another 2 months into the New Year?

Beginner

Re: SA520W - Connection Issues on 2nd WAN Port

Beta firmware is available for the SA500 devices which addresses the WAN port Load Balancing issue. You must contact the Cisco Small Business Support Center at 1 866-606 1866 to obtain a SR in order to receive this release.

Please contact the Small Business Support Center at 1 866 606 1866. International support numbers can be found here: www.cisco.com/go/sbsc. If you have already contacted the Small Business Support Center, please provide us with your case number in your question. If you have not contacted the Small Business Support Center in the past to open a Service Request, please register at Cisco.com prior to making your call to the SBSC as this will assist in expediting your case.

Unfortunatly, at this time there is no ETA on the next software release for the SA500's.

metachip, I sincerly apologize for the manner in which your case was handled. I can assure you Cisco is taking your concern very seriously. This is a very important issue for us and we thank you greatly for bringing it to our attention.