OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

KD6QFO
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OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Sun Oct 06, 2019 9:49 pm

RFShark Team:
I have sent you an email requesting a replacement or refund. I am posting here to share my experiences and summary. I have other posts on previous troubleshooting and many false hopes that the issue was resolved.
I have two openspot 2 devices and 3 openspot 1's. I am very familiar with the setup and work professionally in commercial data networks including Wi-Fi's. I state this to emphasize that I am not a newbie user and have eliminated all external factors.

Symptoms
After the OS2 has been sitting for a while 15 minutes to hours, it flashes the Red/Blue LED pattern and announces it does not have an internet connection. It’s done this from new and on every firmware version. When it drops, I cannot access the web interface or ping the device.

Testing
I have replaced the cable, power source, Router, Access point, updated firmware and still it drops. I have my original OS2 sitting in the same room. Both separated but only 4ft away from the router. Both being powered by the same power supply. I connect to REF 001C, REF12 and REF30 as test sources. RF Power on both devices is 75% but I have tested on full and 25%.
I have connected via a direct serial/terminal to view the log and it simply shows its lost Internet connection. When this happens, my other OS2 works just fine, no drops, ever.
I have 30 hours into testing this unit and finally quit. I need a replacement or refund.

Has anyone been successful in getting a replacement or refund from RFShark? Did you have to pay for shipping? If they make it difficult, I’ll have to dispute the charge on my Credit Card but I’d rather we work this out but I am not going to waste any more time testing and want a resolution in 1 week.

Thank for reading and I welcome your comments.

KD6QFO
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Location: Auburn, California USA.

Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Mon Oct 07, 2019 12:25 am

I did more testing this afternoon. Two OpenSpot2 devices, listening on Dstar reflectors. One on REF001C the other REF30C. I then set a tool to ping each device and the Internet and log results. (Tool is PingPlot).

I also had the web interface up for both, side by side.

I was seeing the Openspot2, the one that seems to exibit the issues frequently drop the connection, ping response stops, web interface not responding. Internet is fine and my other Openspot2 is working fine.

I started to think it was REF001C so I swapped to REF04C.

What I noticed next is that my other Openspot2 dropped connections. The drop lasts about 2 minutes and, it reconnects both the web interface and DStar server without a reboot.

So, both of my openSpot 2 devices seem to stop responding on the network.

Keep in mind, I have replaced the router, Access Point and I have access to three internet connections.

I'd welcome input from others if your noticing network drops.

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HA2NON
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Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by HA2NON » Mon Oct 07, 2019 7:00 am

You've already wrote an email on this topic to info@sharkrf.com so let's continue the discussion there.
Norbert "Nonoo" Varga, HA2NON
SharkRF Team

KD6QFO
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Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Mon Oct 07, 2019 9:16 pm

Okay, I ow the community an update. I have performed detailed testing yesterday and today and I have documented evidence that the OS2 drops the Internet connection/Wi-Fi connection randomly but averaging 16 times an hour. Its drops for a duration of 2-5 minutes, mostly 2-3 minutes.

As stated previously, I am using two OpenSpot2 devices, 2-3 feet from Access Point. I also have access to 3 Internet services, all reliable. Mt router and Access Points have been replaced for other reasons and the problem was the same on both older and new.

During the drop, the devices flash Red/Blue and they do not respond to a ping. DNS Override is on and has been. Its set to 8.8.8.8 and 8.8.4.4.

My tests is using Pingplot, setting four targets. both Openspot 2's, a known good Internet source and the connectivitycheck.gstatic.com site that the device uses to check its got an Internet connection (Norb told me that).

So, running the tests for over 24 hours now and I see both Openspots drop but the internet connection is fine. I will switch WAN provider in my router (Internet Provider) and run the tests on it next.It seems that there is an inhenent fault in the WiFi hardware, code used to check the internet connection state or????

See attachment for the drops. The top and bottom trace are internet connections. The middle two are my OpenSpot2 devices. The Red bars show packet loss or drops. The thin ones are momentary drops at the host I am hitting and normal. The larger drops at the OpenSpot 2 devices dropping of local wifi.
Openspot2 Drops.JPG
Again, I'd like to hear if anyone else has had this issue.

KD6QFO
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Location: Auburn, California USA.

Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Mon Oct 07, 2019 9:19 pm

Openspot2 Drops 2.JPG
I did not include the 4th trace in the attachment.

KD6QFO
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Location: Auburn, California USA.

Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Mon Oct 07, 2019 11:53 pm

I upgraded to the V52 firmware earlier today and the symptoms have changed for the worst. When either Openspot2 drops, flashed red/blue, it requires a reboot. Previously, the unit would recover after 2-5 minutes and reconnect.

Still waiting for the RFShark team to start my refund. I'll give it a day or two then have to file a disput with my credit card company.

KD6QFO
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Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Wed Oct 09, 2019 1:43 am

I was asked to provide logs so I am capturing those now.

I also found a thread that turned of the Internet check completely (set to 0). Trying that too.

Still no offer of a refund. 2 more days and I'll call the credit card company.

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Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by HA2NON » Wed Oct 09, 2019 7:47 am

Please note that you are not eligible for a refund, as several months have passed since your purchase. Please see our terms and conditions at https://shop.sharkrf.com/terms-and-conditions/

We'll fix/replace your units after we examine the issue and we are sure that both of your units have faulty hardware (which is very unlikely).

We'd like to solve your issue, that's why we asked for the logs and have discussed other steps with you in email.
Norbert "Nonoo" Varga, HA2NON
SharkRF Team

KD6QFO
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Location: Auburn, California USA.

Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by KD6QFO » Wed Oct 09, 2019 11:04 am

Very interesting point on the refund. I hope others consider this before purchase of this or any new products. Policies like this alienate your company and will impact sales.

My credit card company will have the final say in a refund, not you. I will contact them today. They offer protections above and beyond your policy. I also have a full history of communication going back to days after I received the device.

Of course I would like the issue fixed. This is my second round of testing, “try this and see approach”. I have over 40 hours into testing the product. That is just not right. I don’t believe it’s a hardware failure at this point but more a design flaw in the hardware WiFi chipset used or software configuration in monitoring the Internet. My testing has eliminated everything external to the device. Router, access point, internet provider, cabling. Basic logic tells me it’s the OS2 at fault. Equally, it’s not a new issue, it’s happened since new.

I will get the logs to you as soon as I can. I did this months ago and did not get a fix but I will do it again. I have turned off the Internet check after reading other threads. My theory is that it might be flagging the condition but again, it’s a long shot.

I have done everything you have asked me to do first time around and now.

My zumspot just works and has fantastic support.

n6cid
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Re: OpenSpot 2 - Drops Internet Connection - Refund or replacement needed

Post by n6cid » Thu Oct 10, 2019 6:47 pm

Kevin, one question I have for you. You said you have both OS2's plugged into the same power supply?
What is the current rating of that power supply.
The reason I ask is early on when people were saying the OS2's became unstable or erratic due to using anything other that the supplied power supply.

Very well written debug report by the way...

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