NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
BSM_ENGINEERING
Dec 03, 2018Tutor
BR500 VPN Router/Firewall - 'More than one port is down(Ports disabled due to loop)'
I'm receiving Critical Alerts that my BR500 VPN Router is 'More than one port is down(Ports disabled due to loop)' and it is disconnected from my Insight Cloud Portal and Mobile Insight App. However...
MrJoshW
Dec 03, 2018NETGEAR Expert
Hello,
Where is the error "port is down(Ports disabled due to loop)" reporting from? Is it reporting from the Insight web GUI or from the BR500 local interface? You stated the issues began after adding a VPN user. Was it when the user tried to connect with the Insight VPN client? Has a support case been opened on these issues?
BSM_ENGINEERING
Dec 04, 2018Tutor
Ok, I'm receiving several warnings at different locations. First my Insight Mobile App is running on an Samsung S7A (android) phone which indicates my BR500 VPN Router is disconnected. I cannot provide a screenshot to my mobile phone screen. Within the Insight.Netgear.com web GUI, I am receiving critical notices about my BR500 VPN being disconnected, and multiple ports down on my GC510PP switch. I've been having problems with my WAC510 dropping connections since yesterday when I added a second VPN User. I had difficulty adding the second user because I was required to create a Netgear Account before the BR500 VPN invitation would accept the 2nd user. Ok, so worked past that and added the 2nd user. At the same time, I modified some WAC510 settings because I had devices being dropped from only one of my SSID's so I deleted one SSID, leaving me with only with only one broadcast SSID versus two which I had desired. Immediately after that (I know I should make so many changes at once but I wasn't planning a troubleshooting session and had saw good stability prior to these activities) I renamed the ports on the GC510PP and did the same on the BR500 VPN Router. When I physically removed a two Cat6 plug-ins and replaced them (straigtening out the wire congestion) back into their same ports, that's when I began receiving the "Loop Notification" about ports being down. I changed the name of ports on the BR500 which matched one port on the GC510PP by naming port convention only (i.e. ISP-Charter) and I thought this might be the problem. Inside the BR500 web portal I was unable to successfully change the name of either the WAN port, or Port 1 leading back to my GC510PP. By default these port names keep replicating them own name; not sure if this is correct. I then went to my WAC510 and turned off IGMP Snooping per your online support suggestion, and turned on Spanning Tree Protocol with the intent to resolve the "Loop Issue." Nothing worked as desired after this. I shut all devices down except the BR500 VPN Router and GC510PP switch. I continued to receive "Disconnected BR500" notices from both the mobile app and Insight.Netgear.com web GUI. I rebooted both devices separately, no changes. When the problems began, I logged into the BR500 web portal and noticed yellow text at the top stating "Excessive CPU useage or similar" and "No VPN access or similar" and noticed the CPU temperature on the BR500 was up around 67-degrees, which I did not like. I'm providing the following screen shots for your consideration. I did upload 4.5GB today between 1pm and 3pm (PST) without issue to Dropbox (cloud server). The BR500 appears to be routing traffic normally, but the warnings, and critical notifications won't stop. I rolled the dice and put our entire company on the Insight Managed devices and really hope these devices can perform as solicitated, which would be a dream for any small business. At the moment, I'm looking like a foot in our company for suggesting these tools and the amount of time it's taking to deploy reliable solutions. I'm really hoping you can help, even if its in future Firmware releases, as that may save my job. Thank you.
Related Content
NETGEAR Academy

Boost your skills with the Netgear Academy - Get trained, certified and stay ahead with the latest Netgear technology!
Join Us!