Forum Discussion

Administrator

Oct 24, 2019

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...

Troubleshooting

BretD

Administrator

Oct 25, 2019

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

Retired_Member

Oct 26, 2019

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.

tetrawest
Apprentice
Oct 26, 2019
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!
- tetrawest
  Apprentice
  Oct 26, 2019
  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.