My dad is awesome and got me a Route 10, S8 x2, and AP6 x2 for Christmas. I installed everything and was able to connect the router to my ISP (AT&T fiber) on wan2. Each switch is connected to lan ports on the router and an AP is connected to each switch.
Everything is working and I was able to setup all the devices in the cloud controller, however the router continuously says disconnected. I have tried removing it and setting it up again but every time it says disconnected. I can’t update it until it connects but I’m at a loss as to what else I can do to get it to connect.
Welcome to the community! Sorry to hear about your troubles.
Is your AT&T gateway still in router mode? If so, do you know if it’s still on the default subnet range (192.168.1.254/24)? That would be my first guess as the shipping firmware is known to have issues when it shares the same subnet with the upstream network.
You can try the automatic firmware recovery, and after several attempts it may be successful and upgrade to a newer firmware, or you can change the subnet on your AT&T gateway (so change from say 192.168.1.254/24 to 192.168.2.254/24, etc). Changing the subnet would be the easier route in this case.
To perform automatic firmware recovery, disconnect power from Route10, press and hold reset, reconnect power while still holding reset, release reset when the top LED comes on. This should take several minutes. It may or may not work the first time, which can be frustrating,
Also, if the gateway is still in router mode… you’ll be in what’s called double NAT, which is not recommended. It’s really ideal to put the modem in bridge mode if possible. Anyway, first things first is to get it online and updated.
I did run into the 192.168.1.0/24 issue during install. Once I figured out that was preventing the router from connecting to my ISP I changed my gateway to use 192.186.2.0/24 subnet. As soon as I did that I got the ISP connection. I put the gateway in IP pass through so there shouldn’t be a double NAT.
I just did the automatic firmware recovery and now it shows it on 1.3s, however it still shows disconnected in the controller. The router is working and I have internet access across all my devices, I just can’t get past it showing disconnected.
Got it, well, I’m not sure exactly what is or isn’t happening, but if you were able to get it updated and it’s actually pushing settings, it would be worth setting up an SSH key. We have an article on how to do that, found HERE.
This would require deleting it and setting it up again, so that it hopefully pushes the key. If it does that allow us to access the device to see the logs which would tell us what is or isn’t happening.
The log files are found in /var/log/messages (there are usually 3 files as the logs rotate, there is also messages.0 and messages.1). Please let me know if you’re able to provision an SSH key and access the device.
I can confirm that I had zero issues with Alta’s cloud based control even before migrating over to Alta’s on-site controller.
Under Firewall settings, I currently have IP-Passthrough mode configured to DHCPS-Fixed, with the Passthrough Fixed Mac Address set to my Alta Route10’s MAC on the drop down list.
All of my Firewall Advanced options are set to off.
Packet Filter is disabled.
Additionally I’ve shut off all ipv6 functionality under Home Network, IPV6 tab.
Log into your ATT account on ATT’s website, head over to your profile/privacy choices/DNS Error Assist, and set that to OFF. Save settings.
Power cycle your BGW and Route10.
Unfortunately the only work around for the double NAT would be to attain a static IP block through ATT.
Update - I was able resolve this by deleting the site and creating a new site. Once I did that the router showed up and I was able to connect it. All my devices now show connected and are working.