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XR500 drops internet
I am having an issue where the internet stops working..... I have 2 Xbox ones being used and they randomly disconnect and now the wifi doesn't work either. The wifi is connected but no internet. One xbox is hard wired. I have to reboot the router multiple times to get everything back online. I am using the cm1000 modem and also the x4s mesh extender on my network.
The firmware has now been publicly released: https://community.netgear.com/t5/Nighthawk-Pro-Gaming-Routers/New-Firmware-for-XR500-2-3-2-32-fixes-disconnection-issue/m-p/1636839#M3864
If you are having a disconnection issue, please upgrade to this firmware (or a later one in the future). Thank you everyone for your patience
1,016 Replies
- Hi Billy, we are aware of the issue and actively debugging it so we can work on a fix. Do ALL devices go down when this happens? Is there anything specific happening on the network when you notice the issue like heavy downloading for example?
Next time the issue occurs can you reboot the modem please, if it works after that first time then it could indicate a negotiation issue between the two.- I don't t think its the modem... some of the devices on wifi wont even connect anymore. This happens though out the day for no apparent reason.
- I don't think it's necessarily the modem but if a reboot of the modem fixes it then it points to the XR500 not negotiating with the modem properly rather than maybe something else. Do you download any torrents by chance?
Give static IPs to your consoles, do they still drop then? If not then that narrows it down quite a lot. Either way we are definitely aware of the issue and are debugging as we speak.
- Nothing out of the ordinary but fixes it after reboot ing....I have a question on the Geo filter. I would like to know if there's a way to set it only for specific games... I play call of duty and battlefield 1. The cod game works but any other game can't find a server at all...kinda a pain to keep changing on every game ya play...maybe this can be an added feature in the future? Some games don't work even at 1000 miles
- There only needs to be one service for console. Battlefield 1 you should have spectating mode enabled because you're able to select your own servers. What other games are you playing?
Can confirm this is happening ALOT on my XR500. Constantly dropping the internet, all devices connected, (either wired or wireless) will lose internet connection. Reboot and it stays stable for a while, but problem re-occurs and starts to re-occur more frequently. It's not just while gaming either. Just while I was typing this I lost internet and it came back.
I'm on PC, but like I said it doesn't matter what device(s) you are using.
- We're narrowing down on the issue. Do you use an Xbox One by any chance?
I am having the same issues. Internet randomly drops out at the router, wired or wireless across all devices. It has done this all week. My old school WNDR3700 has been reliable but thought it was time to upgrade after 8 years. How can I fix this ? I like the customization of the router but don't want features over reliability. I have it packed up to exchange it since it's only a week old and don't want to get stuck with a dud. Will this firmware resolve the issue ?
- I've sent you a PM with the firmware, for most people it resolves the issues.
Thank you. I will give that a try after work.
I have the same issue losing internet, can i get the firmware to?
- Certainly, I've sent you a PM.
I also am having the same issue. May I get the firmware to fix this issue.
- I've sent you a PM Rice
I'm still having issues with this firmware that you sent me Fraser. My internet connection lasts like a day, then the next morning i'll have to completely turn off router and turn it back on to get connection back. What do you need from me to look into this more? I do have a ps4 in rest mode (not connected to internet though in that state) but my xbox one is in rest mode with internet to download updates etc.
I've started having the same issue as well, with it happening more frequently, could I also have that firmware that supposedly fixes this?
- I've sent you a PM.
I'm still running into issues. I tried following the step by step instructions how to get logs while things were acting up, but ran into some issues. I couldn't even access the router's page to change the firmware over to the one for debugging and I wasn't able to run wireshark since the wired computer wasn't showing any interfaces since the network connection was out. I pulled logs from the routerlogin page on my laptop but not sure how much good that will do. My main PC was pulling a completely different static IP (usually 192.168 range) in the 76. range along with the gateway like it was pulling from my modem in transparent bridge mode. The internet was working too, but only on my main PC, everything else was not working. When I reboot the router it fixes everything...
I'll go ahead and change the firmware over now that everything is fixed until tommorow heh. Is there any other way to pull logs for this? It's very frustrating I have to do this every day even if it's just a reboot of the router.
I was reading this thread and I am having the same issue with random drops.
- Sent you a PM.
The fireware did not help. My connect keeps disconnecting twice a day. Once around 11pm and between 5-7pm, all the lights on the netgear and modem shows no issues. It will reconnect after 5 mins.
Constant internet drops. I even upgraded my modem to a new Motorolla. Issues before and after.
I have spent many, many hours on the phone with support, both Comcast & extensively with Netgear.
Comcast assures me that the signal is good (up to 150Mbp) and consistant ping, etc.
Random router drops (wired & wireless) continue with no obvious pattern. Only fix is to reboot both modem & router.
Extremely frustrating. Very disappointed in RX500.
- Sent you a PM with a firmware
Is this a new firmware? Support walked me through a firmware update (and many other things) 2 days ago.
Been getting random disconnects. Did a factory reset on it but it just happened again. Can I get the new firmware as well. Running V2.3.2.22 right now.
- Messaged both of you with the firmware. Let us know in this thread if it does not work.
I downloaded the Firmware but I wanted to ask if you possibly knew when the newest update that will fix this will be?
Billybudz420 wrote:
I am having an issue where the internet stops working..... I have 2 Xbox ones being used and they randomly disconnect and now the wifi doesn't work either. The wifi is connected but no internet. One xbox is hard wired. I have to reboot the router multiple times to get everything back online. I am using the cm1000 modem and also the x4s mesh extender on my network.yup me too. while im watching hulu on my firestick it keeps dropping so i have to return mine and go back to r7900
- Sent you a PM with firmware that should fix the issue.
- Just returned it due to that issue and parental control. Circle by disney
Uploaded to the firmware that I got PM'd and it still dropping randomly but not as much as it was. So far I've only seen it happen about 3 times over the past 24 hours or so.
- Do you have a console? If so disable instant on and see if that resolves it please.
Yes PS4 but the router randomly reboots. Wifi cuts out for around 5mins then comes back. Internet drops on all devices on wired and wifi duing the reboot. I have already did a factory reset on it several times using the firmware that I was sent and also the latest frimware.
