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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...
Yes having the same issue. I have one client at a site that cannot connect, while the rest of the staff are working without issue. I have also noticed that there is an issue occasionally while logging into the insight portal. I thought I would try to get around this by adding the sites BR500 to the existing group, but found that I am unable to do that as well. I have sent an update on a newer support ticket that I submitted last week and will try to post an update, if I hear anything back.
NathenB,
Few things:
-We did perform maintenance over the weekend for the upcoming Insight 5.9 release. Accessing the portal or mobile app would be impacted during this time.
-In regards to the client not being accessable but others are. I would verify a few things:
*If you try to use the client account on another laptop, do you see the same connection issue? or is the issue only limited to the laptop/computer they are using?
*If the issue is related to the laptop/computer not being accessible. Is there any errors being seen on the client? What happens if you try to close the VPN client and kill the tinc service in task manager. Do you get the same issue when trying to connect again?
*Run the command "route PRINT" in command line. Do you see VPN routes being displayed in the command line or only the local routes?
Any of the connections that were already active are running fine. Anytime I try to connect a new connection there is a long wait time, and when the connections show they are connected, traffic is not passing. I have tested this with a system onsite and offsite with the same results. What I find interesting is that I never see the prompt to start the Tap-Win32 adapter, which I have always seen in the past. The VPN client when it connects does show the correct subnet, but is not able to pass traffic.
In the past if I shutdown the Insight Instant VPN and killed the VPN service, and then restarted the application, it would prompt to start the Tap-Win32 adapter, and everything would come back up, as long as there weren't other issues.
The built in diagnostic utility shows no issues, all tests pass with success.
Average ping rate to 8.8.8.8 is 28ms
After logging in, it took 6 minutes to show my VPN group. Connecting to the group took 1 minute and failed. (With no Windows UAC prompt)
Tried to connect again and took about a minute to show the group, shows connected, with the correct subnet.
The "route print" command is showing a gateway of 10.1.7.95 for the link, but is not passing traffic.
Mine can now log in ok, if a little slow, looks as if it should all be working but not passing traffic. Users that were logged in earlier today are still fine, site to site VPN between 2 sites are passing traffic ok. Issue is only with client vpns that wer not connected when the issue started.
Any further update?
I have just rebooted both routers in my VPN group and service seems to have been restored.
Not acceptable that the only way to fix the frequent issues is near constant reboots
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