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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 desi...
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.
Update 10/31/2019 10:00 AM PT: Insight VPN Services are operational.
- 3 additional servers are scheduled to go online today.
Update 10/31/2019 5PM PT: Current status - Since this issue surfaced last Thursday, ours VPN servers would start to drop connections when the number of connections got to a critical level.
To mitigate this issue, we added a new server in our West Coast datacenter on Oct 28th, and subsequently added 3 more servers at 12pm on Oct 31st, one on the West Coast, one on the East Coast of the US and one in Ireland. We now have 8 servers serving different regions.We haven’t had any VPN disconnections since these 3 new servers were added. The system has been stable since our last post.
This is the temporary solution to keep the service stable. On the development side, the team continues to work on fixing the issue related to the unnecessary traffic flooding causing the servers to disconnect VPN requests from the BR500s in the field. We are targeting to release a test build to QA test and validation by early next week.
We apologize for the ongoing uncertainty.Update: 10/31/2019 6PM PST Update. All servers are working. All servers have been stable since last update 4 hours ago.
Total connection is 508. Detail distribution is as below:
1: US-W 72
2: US-E 93
3: EU 93
4: US-E 77
5: US-W 89
6: US-W 32
7: EU 36
8: US-E 16
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