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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. On...
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
Had to mention it.
If you think your seeing DDOS too much on the router, might ask your ISP to make a IP address change on the ISP modem. Then see if the router still see some of these entries.
I would also turn off the SONO system for a while and see if the XR router still exhibits bad behavior. Sonos has been known to cause problems on many routers. Look at the user manual for the XR router about the LED colors. I see this on mine when my xboxes are off however even though they are off, there is some activity and maybe the connection drops to 100Mb while off or in low power mode. Instant ON causes this for xbox. Something maybe causing LED color indication with the XR router and Sonos.
Thanks for the suggestions. I will keep an eye out for more DDoS events. Did not see any last night. I looked up the indicator LEDs in the XR500 user manual. Solid amber for Eth 1-4 just means router has detected a 100 or 10 mbps connection. White means gigabit connection. So Sonos bridge showing up amber is nothing. However, just in case I did some reorganizing of my cables. I had one cable going nowhere. One of the HDDs in my NAS died and its been offline since. So I removed this cable completely. I also had an ethernet cable going from my smart TV to the Sonos bridge. Sonos gives extra ethernet ports for convenience. So I removed it and TV now goes straight to router. Sonos and TV now show amber, but this should be ok. One thing I did find interesting about the indicator LEDs is the Power LED. The user manual states that solid amber for the Power LED means corrupt firmware. When my XR500 first starts up after a hard reboot the Power LED is solid amber for about 15-30 seconds before it goes white. This is probably nothing, but it makes me wonder if the firmware or firmware patch did not take 100%.
Yes Amber only means that your connnected devices only support 100Mb and not 1000Mb. Check with the Mfrs if your devices to see what they officially support. Most streaming or audio devices only support 100Mb currently.
Amber is usally seen during a boot process. Means the router is booting up and hasn't come to ready. As long as the power LED changed to WHITE, you should be good. If it doesn't, then I would download the FW file, and using a wired PC, manually send the FW file again, then factory reset and setup from scratch. After setting up, do a backup configuration to file for safe keeping.
Xenos8 wrote:Thanks for the suggestions. I will keep an eye out for more DDoS events. Did not see any last night. I looked up the indicator LEDs in the XR500 user manual. Solid amber for Eth 1-4 just means router has detected a 100 or 10 mbps connection. White means gigabit connection. So Sonos bridge showing up amber is nothing. However, just in case I did some reorganizing of my cables. I had one cable going nowhere. One of the HDDs in my NAS died and its been offline since. So I removed this cable completely. I also had an ethernet cable going from my smart TV to the Sonos bridge. Sonos gives extra ethernet ports for convenience. So I removed it and TV now goes straight to router. Sonos and TV now show amber, but this should be ok. One thing I did find interesting about the indicator LEDs is the Power LED. The user manual states that solid amber for the Power LED means corrupt firmware. When my XR500 first starts up after a hard reboot the Power LED is solid amber for about 15-30 seconds before it goes white. This is probably nothing, but it makes me wonder if the firmware or firmware patch did not take 100%.
So I thought I was in the clear. Internet has been up and stable for over a week. Just got a call from my daughter, NO INTERNET! Walked her through rebooting modem and router. Internet is restored, POOF. It kills me that I am never home to look at the log and see what's going on. They never seem to show anything by the time I get home from work. An there is no way I am enabling remote management! As I've stated before, I doubt its my ISP because Voip phone is working when this happens and all lights look normal on ISP modem. Last week when this happened, besides the rewiring I also removed the USB drive I had in port 1 of the XR500 and disabled geo-filtering. Router is basic configuration now. I am going to factory reset it one more time and if that doesn't work try for an RMA through NetGear. This is ridiculous.
- I think an RMA might be a good idea as not everyone has these issues so while it may be something that can be fixed in firmware there may be an issue with the router you have specifically.
I think a RMA is warranted since the router has been out for a year and no permanent fix for this issue people are having has been available.
- What do you mean by RMA?
- He means a return/exchange under warranty. RMA is the name of the process.
- Sorry to hear you're having this issue as well sivola, while we wait for a firmware update that can fix the issue have you tried the workarounds previously mentioned in the topic?
So I called NetGear to initiate the RMA process of the XR500. After some "gentle persuasion" they agreed to send me a new router. It should arrive Monday. I will let you know if it fixes my problem. I think it will because my old Asus has been up for nearly two days without a problem. What I found interesting in my RMA ticket is that the replacement router is listed as XR500 100NAS (old one is listed as just XR500). I am wondering if its a slightly newer version of the XR500?
Xenos8 wrote:What I found interesting in my RMA ticket is that the replacement router is listed as XR500 100NAS (old one is listed as just XR500). I am wondering if its a slightly newer version of the XR500?
No. XR500-100NAS designates version 1 (-100) and NAS packaged / designated for North America (power supply, documentation, wireless region).
- Glad to hear you're getting it replaced, keep us updated!
So I received the replacement XR500 on Saturday and set it up last night. This time I went through the set up cable connected to router instead of wireless. I let the router update the firmware to V2.3.2.4Na. I also ordered all new Cat6 Ethernet cables and replaced everything connected to router. Only time will tell if this one is stable. I hope so. BTW, my old Asus router was running for 5 days without issue while I waited for the XR500 replacement. So I am pretty sure nothing is wrong with my modem (also replaced a few weeks back) or ISP. Fingers crossed!
- Glad to hear you got the replacement, keep us posted and let us know if you have any questions!
Did it work? changing to other cable makes the difference? sounds weird to me, for me on another (much cheaper) router everything works fine and with XR500 any configuration i tried doesn't work and unforuntaly for me i don't have an easy option to get a replacement in my country the service is bad from netgear (which i only found out after buying and having this issue...)
You are correct that ethernet cables connected to ports 1-4 should have nothing to do with the router losing its connection to the Internet. The device connected to a bad cable on port 1-4 would have an issue only. The only cable that should count is the one connected to the WAN port and ISP modem, however, I decided to replace them all just in case. Keep in mind my old Asus router had no issue what so ever with the old cables. So far the replacement XR500 NetGear sent me has been running fine for 48 hours. The old XR500 would lose its connection after about a week. So I still need to give the new replacement some time before I claim success. Side note: after I applied the patch for the current firmware (given to me by the awesome folks that are part of this community forum!) the old XR500 was fine for a month and then it crapped out........
Are you using the router with or with out a external LAN switch? Just curious.
Xenos8 wrote:You are correct that ethernet cables connected to ports 1-4 should have nothing to do with the router losing its connection to the Internet. The device connected to a bad cable on port 1-4 would have an issue only. The only cable that should count is the one connected to the WAN port and ISP modem, however, I decided to replace them all just in case. Keep in mind my old Asus router had no issue what so ever with the old cables. So far the replacement XR500 NetGear sent me has been running fine for 48 hours. The old XR500 would lose its connection after about a week. So I still need to give the new replacement some time before I claim success. Side note: after I applied the patch for the current firmware (given to me by the awesome folks that are part of this community forum!) the old XR500 was fine for a month and then it crapped out........
No LAN switch. XR500 connected to ISP Modem via Cat6 ethernet cable. Thats it.
