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Forum Discussion
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
This morning my VPN's are up
I'm going to let all of you test the BR500s for a week before I re-implement.
Okay going on 48 hours and VPN still up on one of my clients.
NOTE: On these two BR500 I did not upgrade firmware to the 5.7.0.6. Both routers remain on 5.7.0.2. I wasn't going to drive 200 miles to upgrade the firmware onsite since when I did 4 others it wiped my config and I had to drive onsite to restore config. This mess brought one site down as the default on the router engaged DHCP knocking their server DC DHCP off.
Hello,
To the users who have upgraded to the 5.7.0.6 firmware and still reporting VPN issues can you verify for me the setup you are running into an issue with?
-Client to site?
-Site to site?
Can you please enable remote support on the unit and private message me the port number so that I can have engineering review the unit? This can be enabled by going to IPADDRESSOFDEVICE/support.htm
Hello,
Update was posted today in a previous post:
I received an update from engineering. One of the VPN servers was dropping connections which was causing the VPN connection loss issues that were reporting. This was addressed and customers should now be able to connect, this may require a reboot of the router to re-establish the connection and no need to upgrade to the 5.7.0.6 firmware.
If you are still experiencing issues with the VPN, please private message me the support case so that we can further help on the issue.
So far my clients say that they have not issues. I will say that on Sunday, I removed my device from the VPN Group and Deleted the Group. I then created the group again and added the device again. My clients are all running the 1.1.0.21 Client, and I have the "fix" firmware of 5.7.0.6 installed on my router for that client.
I created a new VPN Group to do testing and now when I try to delete the routers out of it I get "An error occurred while processing request. Please try again" Which I do but nothing happens except same error message
Hello,
There was on going maintenance over the week to bring more stability to the VPN service and service should be up and running now. If you are still experiencing issues. Can you please send me a private message with your MYNETGEAR email and serial number of the BR500 device so we can open a support case to further address the issue.
Most of our customers in South Africa is down, please advise?
Another night with no VPN.....
Netgear,
I was forced to purchase the BR500 system because you stopped supporting/updating my old FVS336V3 firewall/routers. But these BR500 systems are not reliable.
Either fix these things OR re-start support for the older routers.
Hello,
Latest updates show that our VPN servers are up and running. For latest updates on the VPN status please be sure to subscribe to the community link below:
If you do have any issues with the VPN service, please send me a private message and we can open a support case to further help.
Retired_Member wrote:
Looks like our VPN is down again. Is anyone else experiencing issues? We have rebooted the firewalls several times, etc. Where is this mythical final fix we’ve heard about for over a month?Yep we're back down at 6 different sites :(
Hello,
Currently engineering is debugging an issue with the VPN connection is affecting some users. This can affect connecting to the Insight VPN if you are connected to one of the affected nodes. You can change the proxy of the BR500 to connect to a different VPN node. This can be done by logging into the routers support page IPADDRESSOFDEVICE/support.html and from there changing the proxy server you wish to connect to. This will connect you to another node and attempt to connect to the VPN server.
Yes. I will not re-install the BR500 until the "Final Fix" is complete. So far I have removed them fro service for almost 2 months. When will this "final fix" be implemented?
I'd love to know why my Insight units for clients multiple locations are frequently alerting falsely to being offline. I get so many emails and app alerts at early morning hours consistantly. My inbox is flooded with false offline and online emails and I know they're internet connections are not going down.
What is going on with the Insight service that is causing these falsealert issues?! Or is there something in the firmware that causes them to randomly go offline and report... In my Insight portal alone I show nearly 50,000 alerts! Port 2 down, port 2 up, switch offline, switch online. I have a single Insight 8 port switch, what the heck is going on with alerts? I've searched everywhere so if there is a different thread I should post this on please let me know.
Lastly, why can I not SELECT LL for these alerts and delete them all. I can only do a page at a time of like 15 and with nearly 50K.... Come on!Hi, I have the same problem with my 3 BR500 and devices connected on these since several months.
About 3 to 4 times per day, my 2 readynas are offline and 3 minutes later, they are online.
French support don't know why...
Hi,
Is there still connectivity issues on the BR500? and is there any idea when this will be resolved?. The Insight status show last update Wed 18 2020.
Regards,
Nope... still issues. Last night I was able to delete the VPN group via tha app and create a new one. This gave us connnectivitiy after a little waiting.
This morning the VPN is down again. Both units appear online but the VPN is showing a red-dashed connection.
I've been dealing with this terrrible product for over a year. Every time we've been ready to throw it in the trash, it becomes stable for a few months. Going to look for a stable alternative.
When does the class action start against Netgear?
I have found that the insight app, and the vpn clients are not accurate, atleast for the time being. I have been able to establish a connection with them showing the device as offline. Level 2 and 3 support emailed to let me know they have been working on my case, and I am currently testing. (I am seeing TTL's that are starting to level out, but earlier they were all over the place) I will try to post an update at the end of the day as well.
Bonsoir à la communauté. C'est au pires moments, qu'on a besoin de s'appuyer sur des partenaires fiables. Netgear a raté le rendez-vous. Mes clients équipés du BR500 ne peuvent pas télétravailler depuis plusieurs jours. Je suis conscient que des problèmes techniques peuvent survenir de temps en temps, mais là on a l'impression que ça BRICOLE. J'ai l'impression que le système Insight est sous dimensionné pour un VPN mondial ( avoir des coupures parce qu'un serveur proxy est redémarré : aucune redondance ) est quand même incroyable...
Le nombre de leurs serveurs aussi laisse à réfléchir :
Je réfléchis à changer de marque et opter pour un système plus fiable.
Dommage après tout ce temps perdu...
Is anyone experience very slow login performace to the Insight VPN client as well as being unable to connect?
For the last hour or so, new client connections are failing but existing ones are fine.
The site to site on for the same VPN group is also fine.
Thanks
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?
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