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Forum Discussion
Android 8 Crashes Orbi
I've been tracking down an issue where my Orbi just suddenly drops wifi and reboots. I've isolated it to be associated with an Android device running 8.0 or higher. And I've proven it turning off w...
RBR50 + 1x RBS50 - running firmware v. 2.1.1.16 with Circle enabled
Already factory reset and tried every other recommendation mentioned here. We have a total of 5 Android 7.1.1, no Oreo. In all, 14 hardwired devices and 19 wireless. This is well under the 250 clients Netgear says Orbi can support and the 50 at higher utilization. But I still see the CPU pretty high when on the debug screen. Not convinced these devices aren't CPU strapped. Wish I could get SNMP out of this box to track utilization better. Anyone done this with scripting and telnet?
Well, on to the support case:
Just spent a couple hours one the phone with support. Let's just say either they have no clue what is going on with these routers or they won't own up to any issues. After getting over the horrible phone latency to India, I worked with one support person that insisted it was a power issue and wanted me to switch the power brick with the one from my satellite. Reluctantly I did. Surprise, no change. He also had me change the router WAN MTU to 1450. Why the heck that would help, but ok, I'll play. Said to call back if the router reboots again. I said talk to you soon.
Asked my kids to "break the Internet" as we have come to refer to the issue. Within 15 minutes they said, "we broke it". At least this gave me 15 minutes to use the restroom and get a snack. I then called back into Netgear support. After putting me on hold for 10 minutes, they came back saying I need to replace the router. I offered debug logs and panic logs, I want to help fix this. They had no interest. Just RMA the router. Makes me think there is a known hardware issue.
First option was to send in the router and they would ship me the new one free of charge. I can't just not have a router, so I asked for another option. They said for $19.95 they could send me an advanced replacement and I could send mine back. Are you kidding me? Let's just say after a heart to heart discussion and another long hold, I got the advanced replacement for free. I said great, shipping out Monday. He went to setup the RMA and had to put me on hold again. When he came back on the line he said they have no stock of the router and I will have to call back in tomorrow, Sunday. WTF? At this point it has to happen. Not sure what I will say if they still tell me they have no stock tomorrow. No stock? Thinking even more that it is hardware related. Not sure how long this will go on.
I urge anyone with this issue to call in instead of expecting a fix reading this thread. It is a hardware issue and they cannot make you pay for support if you are still under warranty.
Stay tuned.
- kryan27 thanks for the good info. Could someone verify that a hardware replacement fixes their issue? I am not convinced that it would, since the problems started recently. I am in some kind of a weird Twilight Zone endless loop when I try to call them. I am outside my 90 days but inside the one-year mark, but still cannot get a phone number to call them. I guess if a hardware replacement fixes the issue, I don't think anyone's going to bother coming back over here to post about it.