BR500 VPN Currently Experiencing Intermittent Connectivity Issues - Reply Thread

Insight Instant VPN RouterUpdate 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 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, please visit this locked update thread in the community and for instructions on subscribing to updates. You can alternativly reply or subscribe to this current thread, but will be updated anytime anyone responds.

Sincerely,

NETGEAR BR500 team

 

 

Update Oct 26, 2019 Thank you to the members that have provided feedback on the latest firmware. We are aware that the issue has not been fully resolved. We are continuing to work around the clock to stabilize the VPN service connection and hope to have a permanent fix soon. For those of you who have upgraded to the firmware provided in this thread there is no further action required on your part. We'll provide another update as soon as it becomes available.

 

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 [Note: Link Removed - please stand by for updates.]  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 .

 

Oct/24/2019 - We are experiencing intermittent issues with BR500 VPN services. This issue may impact both Site-to-Site and Client connectivity. Our teams are diligently working to isolate and fix the issue. Please stay tuned and we will keep you updated.

 

Thank you for your patience in standing with us going through this resolution process.

Thank You,
NETGEAR Insight Team