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XV. VigorACS and VigorConnect

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Why do my Access Points in VigorACS keep reporting they are off line?

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Products:
Vigor ACS
VigorAP 710
VigorAP 800
VigorAP 802
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Keywords:
STUN
TR-069
TR069
VigorACS
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When connecting VigorAP access points to VigorACS, if you find that one or more of your VigorAPs are not connecting reliably to VigorACS, we recommend to try the following solutions:

  1. Check the VigorAP's STUN settings
  2. Confirm that the VigorAP's CPE settings match the VigorACS server
  3. If using Hotspot Web Portal, ensure Whitelist is enabled for the VigorAP
  4. Check the VigorAP firmware
  5. Restart the VigorAP
  6. Double check the VigorACS connection settings

1. Check the VigorAP's STUN settings

STUN is essential for a VigorAP to be able to communicate with a VigorACS server over the Internet.
If your VigorAP is communicating with your VigorACS server over a LAN, VPN or routed WAN, this setting is not required.

To check this, go to [System Maintenance] > [TR-069 Settings]:

acs1

The VigorACS STUN server server allows devices to find out their public facing address, the type of NAT that is being used, and the port associated by the NAT with a particular local port.In this instance, STUN is used to set up UDP communication between the Customer Premises Equipment and the ACS server.

The default port for STUN is 3478 on UDP - make sure that your VigorACS server is able to communicate over the internet on that port.

2. Confirm that the VigorAP's CPE settings match the VigorACS server

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The default username and password for CPE settings is vigor/password, matching the CPE settings on the ACS platform, under Network Management, when you select a device.
We recommend those settings not to be changed
Periodic Inform should be enabled, and the Interval Time set to 900 seconds, it is not recommended to change this value, unless you are self-hosting your own VigorACS server.

If your VigorACS server is using a TR-069 port other than "8069" to communicate with the VigorAP, ensure that the VigorAP's port setting matches it here.

3. If using Hotspot Web Portal, ensure Whitelist is enabled for the VigorAP

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When using this feature on the Router, the Access Point won't be able to go out on the internet, and ultimately, to register on the ACS server.
On section 4 of the HotSpot Web-Portal, whitelist the AP's LAN address.

4. Check the VigorAP firmware

acs4

Check the DrayTek UK Downloads page for later firmware, updating to current firmware may help if you are experiencing VigorACS connection issues or other issues with the VigorAP.

5. Restart the VigorAP

In some rare instances, restarting the VigorAP may help with VigorACS connection issues. If this causes a persistent problem, we recommend to contact support.

6. Double check the VigorACS connection settings

If your VigorAP is unable to connect to VigorACS or is not connecting reliably, check that the TR-069 server settings are entered correctly.
The DrayTek Vigor router that the VigorAPs use to connect to the Internet, can be configured to provision TR-069 settings onto connected VigorAPs. In which case, check that the router is provisioning correct settings that work.

This guide details how to connect a VigorAP to VigorACS and settings to look out for.

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First Published: 02/10/2019
Last Updated: 22/04/2021