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dam_ged's avatar
dam_ged
Guide
Sep 18, 2017
Solved

R7100LG Internet via LTE drops out every hour precisely (interrupts video conf calls, games, stream)

Hello,   I have been using the R7100LG for several months without any noticeable issue until I started using video conferencing (Skype for business, formerly Microsoft Lync) on a regular basis le...
Hardware
  • Blanca_O's avatar
    Blanca_O
    Jul 15, 2018

    Hi gbuisson, 

     

    Do you have the updated firmware (1.0.0.46) installed? 

     

    Regards, 
    Blanca 
    Community Team

dam_ged's avatar
dam_ged
Guide
Sep 22, 2017

Hi Elaine,

I have tried to pre beta FW. Now the internet drop out occurs exactly every 4 hours instead of every hour.

DG

 

ElaineM's avatar
ElaineM
NETGEAR Employee Retired
Sep 25, 2017

I suggest that you do a hard reset by following the steps below.

 

1. With the unit powered on, press and hold the reset button on the back of unit for 30seconds.
2. Without releasing the reset button, unplug the unit and hold reset for another 30 seconds.
3. Power on the unit while STILL pushing the reset button and count for another 30 seconds before letting it go.

 

If it didn't work, capture the debug logs for me and send it through PM.

 

1. login 192.168.1.1/debug.htm
2. click to enable "enable mobile Event log"
3. click "start capture"
4. click "save debug log" -> finished

 

 

  • dam_ged's avatar
    dam_ged
    Guide
    Sep 26, 2017

    Hello Elaine,

    Hard reset does not seem to fix the issue.

    I have just started the debug capture.

    Thanks,

    DG

    • ElaineM's avatar
      ElaineM
      NETGEAR Employee Retired
      Sep 26, 2017

      Thank you. Feel free to send the logs through PM.

       

      • dam_ged's avatar
        dam_ged
        Guide
        Sep 27, 2017

        Hello Elaine

        Here is today's log. I hard reset the router. It restarted at 9:27 CET.

        Then I had 3 interruptions 13:27-17:27-21:27. One cut a video conference in the middle :( using screen sharing with Skype for business.

        I attached the log dump to my case.

        Let me also PM it to you. Just in case you need another one I am going to run it again.

        Thanks,

        DG

    • ElaineM's avatar
      ElaineM
      NETGEAR Employee Retired
      Sep 28, 2017

      dam_ged I would like to know that I have forwarded your case to our engineering team to further check on the logs.

      I'll provide you an update as soon as I get a response.

       

      • dam_ged's avatar
        dam_ged
        Guide
        Oct 03, 2017
        Hello Elaine,
        Ant news? On top of what I measured and logged (internet drops out every 4 hours), let me report some random internet slow downs. I had to restart my modem several times. Maybe that was due to logs behind turned on...
        Looking forward to your feedback. Does it make sense to return my unit through the warranty? I guess not since I am not the only one in this case (internet hourly dropouts)...
        Thanks
        DG