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BretD's avatar
BretD
Administrator
Oct 24, 2019

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

 

240 Replies

  • Is there any kind of manual overide we can do to get site-to-site for the BR500's to connect?  To be honest I am confused and angry that the BR500 needs to have a constant connection to your servers for them to operate propery.  I would think once the BR500 makes a site-to-site connection with my other BR500 (using your server's to negoiate the handshake) it wouldnt need to rely on your servers to conitnue operations.. I guess its just another dissapointing "feature" of these devices.  I am really starting to regret rolling these devices out to all my locations spread across the US.  I have an entire company of 300+ employees unable able to work today becuase of this.

    • mdminded1's avatar
      mdminded1
      Aspirant

      Agreed! There needs to be accountability and a Quality Control group at a large company like Netgear getting on top of all of these issues. Management should "Start their engines" _ Start having meetings with you engineering groups, quality control and development groups so you can better serve your customers--your a public company on NYSE and should hear your customers because we paid for your products and services.

    • MounirdeBrussel's avatar
      MounirdeBrussel
      Aspirant

      J'ai exactement le même problème que vous. Ce produit n'est vraiment pas abouti du tout.


       

      • Francis78's avatar
        Francis78
        Tutor

        Bonjour,

        Je suis possesseur de 2 x BR 500 depuis plusieurs mois et client Netgear depuis de nombreuses années (routeurs, switch, borne wifi, readynas...)

        Je subis depuis ces derniers achats, de nombreuses déconnexions intempestives qui privent une agence de se connecter au siège de l'entreprise.

        Sur le papier, la solution proposée était simple à mettre en oeuvre et à contrôler.

        L'ajout ou la suppression d'un utilisateur, le contrôle de mes produits Netgear étaient à la portée de mon téléphone.

        Dans les faits, la réalité est tout autre...

        Je pense connaitre désormais l'ensemble du personnel technique Netgear France et le niveau 3 en Allemagne, je leur prépare même les logs par avance parce que je sais qu'ils vont me les demander, ainsi que l'activation du mode diagnostic, la connexion via Teamviewer, le changement des mots de passe pour qu'ils puissent faire leur tests... mais il n'y a pas de solution stable.

        Cela fonctionne 2 ou 3 semaines puis le VPN est "cassé"... Nous en sommes à la troisième MAJ du firmware depuis le mois de mai 2019 et la deuxième MAJ d'Insight.

        Ce qu'ils ne vous disent pas, c'est que leur solution passe via des serveurs Amazon et cela ne semble pas être "top".

        Parallèlement, nous avons des véhicules de livraison Renault déposés chez notre concessionnaire pour réparation qui ont été bloqués tout l'été car la logistique de délivrance des pièces détachées s'appuie sur des serveurs Amazon qui ont eu de gros bugs selon les informations de notre agent.

        A force de tout vouloir (devoir) externaliser, nous ne maitrisons plus rien.

        De plus, mes anciens routeurs étaient double WAN avec un failover (FVS336G).

        Avant de les changer, le chef produit m'avait indiqué qu'un des ports LAN pourraient bientôt, via l'interface du routeur, être attitré en port WAN. Cette idée semble abandonnée depuis.

        Je vais de déception en déception.

        Etant moi même distributeur de produits informatiques et membre de plusieurs groupements de chefs d'entreprises, je ne vais plus vanter la qualité des produits Netgear, c'est du passé.

        Cordialement,

        Francis 

         

         

    • AV75's avatar
      AV75
      Initiate

      Same as Ekko Coleman I am really starting to regret rolling these devices out to all my locations spread.

      For us the problem has been recurrent for November 2018 and has a financial impact on our daily work.

      Since then we have been waiting for a permanent and lasting stability of the service.

      The question is : Who's going to pay for all these days of technical unemployment ???

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