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Forum Discussion
BR500 VPN Currently Experiencing Intermittent Connectivity Issues - Reply Thread
Update Oct 30, 2019
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 custo...
Update Oct 25, 2019 We would like to give you an update on the intermittent issues with BR500 VPN services that we notified you yesterday. Our teams worked continuously since yesterday and found the cause of this issue. We have a temporary fix with a new firmware V5.7.0.6 posted here in NETGEAR Community. You can download and update your BR500 router(s) to this new firmware and it should be able to re-establish the VPN connection.
Our teams are also working on the VPN server side fix that will fix this issue completely, expect that in a week or two.
If you have any question or new issue, you can contact us at insight-feedback@netgear.com .
Thank you for your patience in standing with us going through this resolution process.
Thank You,
NETGEAR Insight Team
Updated firmware. Rebooted Router. Rebooted remote computer. Still no VPN connection. Very frustrated!!!!
Did the firmware update work for anyone else?
The computer with the VPN client might still have the residue effect of the issue. Can you go to Insight, delete the VPN user and invite again, then try again to see if it helps? In our internal tests, there was one particular user/computer who had to do so, then it worked with the new firmware.
Thank you.
No Go.
Deleted the user form the Insight Cloud Portal. Resent the invitation. Rebooted the router. Rebooted the remote computer.
Still no connection on the VPN!!!
There are more issues I experience with notifications from insight that indicates my router is noine and offline when my BR500 is working, that issue has been going on since I bought my BR500 and should be addressed. I also get notfcations from insight regarding my RN426 NAS and that too has been an issue. These notifications are annoying and it's netgear insight monitoring both my router and my RNS426 NAS. Sadly I also get these apparently false notifications with my WAC510 wireless access points and my Netgear 28 port switch all purchased at the same time all of this to me points to netgear and firmware and or insight.netgear.com to my devices.
I hope Netgear can fix these issues
This new firmware did not resolve the issue. We are still down at multiple facilities. Did anyone even test this release before stating it was a fix? Several days with no VPN service is unacceptable.
We will be recommending replacing these devices ASAP. They are clearly not ready for production use - they feel like a beta product.
I have upgraded one router. I'll swing by the office a little later to update the other. If not, I will have to put my FVS336G routers back into operation. This is CRAZY!
Updated Office router. No joy. The VPN is still down. I'll check again in a couple of hours.
I even tried rebooting both routers. Still no VPN.
I tried "Test VPN Server" on both routers via the Insight app. It says both have a good connection. But still not VPN.
BretD wrote:Update Oct 25, 2019 We would like to give you an update on the intermittent issues with BR500 VPN services that we notified you yesterday. Our teams worked continuously since yesterday and found the cause of this issue. We have a temporary fix with a new firmware V5.7.0.6 posted here in NETGEAR Community. You can download and update your BR500 router(s) to this new firmware and it should be able to re-establish the VPN connection.
Our teams are also working on the VPN server side fix that will fix this issue completely, expect that in a week or two.If you have any question or new issue, you can contact us at insight-feedback@netgear.com .
Thank you for your patience in standing with us going through this resolution process.
Thank You,
NETGEAR Insight TeamWell the firmware didn't fix crap. As per the course the update tanked my routers and spent the night on the road having to go from site to site to restore configurations back to each router locally. Let's hear it for paying and using the Insight cloud premium. Looks pretty and does work great for WAP and Insight switches but for the BR500 it is lacking in so many ways.
A fix in a week or two WTH Netgear needs to get the engineers working on this more Redbull and powerbars. I mean Microsoft may have degraded service on some things, but back to full strength in 36-48 hours....not weeks
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