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Forum Discussion
BR500 Connectivity Issue - Subscribe Here for Updates
Dear NETGEAR BR500 customers,
Over the past two weeks we have experienced extreme instability with our VPN cloud ecosystem. We believe it is due to the scale of customer base combined with our design tradeoffs on passing cloud status. We are working around the clock to identify a fix, test it and roll it out to production with as little ongoing disruption as possible. Unfortunately the current situation requires us to regularly reboot our cloud servers which is causing the disruption you are experiencing.
We are committed to having a robust and reliable VPN service and realize that we have not achieved this. For this we are truly sorry and we will continue to work on this until we have achieved this objective. We will be posting regular (several a day) updates on our corrective action status at this location in our community until we have completely resolved this issue. If you would prefer to get these status updates sent to you directly, login to the NETGEAR Community and subscribe to this thread. You can respond via the BR500 update thread. (Subscribe instructions can be found below).
Sincerely,
NETGEAR BR500 team
Insight Instant VPN Router
Subscribe Instructions:
This thread is locked except for Administrators. As updates on this the BR500 connectivity issues are avaliable this thread will be updated. For each reply thread subscribers will receive a community email update. (Depending on your community settings). Thank you for your understanding.
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Update 10/30/2019 10:00 PM PT: Insight VPN Services are operational.
Update 10/31/2019 2:00 AM PT: Insight VPN Services are operational.
- There was a temporary disruption around 11:30pm~00:30am PDT time on one server in East Coast, about 50 routers might have experienced an intermittent VPN disconnection/reconnection.
Update 10/31/2019 6:00 AM PT: Insight VPN Services are operational.
11AM, Monday, 1/6/2020 PST.
External notes:
- VPN service is normal
- For users still facing site to site connection issues, we are planning to unblock all affected VPN groups today.
Current Status:
10AM, Tuesday, 1/7/2020 PST.
External notes:
- VPN service is normal
- For users had issues with client to site and/or site to site VPN connections, the connections should been have restored by 3AM, 1/7/2020,PST. If problem persists, please try below:
- Client to site: Logout and re-login client
- Site to site: Switch VPN server at: https://ip_of_BR500/support.html, only need to do this from any one of BR500 in the VPN group, entire VPN group should migrate to designated server
- Restart BR500 if above two steps could not resolve the connections.
Current Status:
10AM, Wednesday, 1/8/2020 PST.
External notes:
- VPN service is normal
- No new issue reported
10:00AM, Wednesday, August 26, 2020, PDT.
External notes:
VPN service is normal.
Monday, Oct 19, 2020, PDT.
Updates:
Server are having issues starting 11:05AM
Server had been recovered at 11:30AM. There was several users might have experienced intermittent connection issues during that 30 minutes.
10:00AM, Friday, Oct 23, 2020, PDT.
External notes:
VPN service is operational.
10:00AM, Friday, Oct 30, 2020, PDT.
External notes:
VPN service is operational.
9:00AM, Thursday, Jan 21, 2021, PST.
External notes:
VPN service is normal.
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