So I bought a new XR500 from Best Buy last month and there's been a strange consistent problem. It randomly reboots and then the internet doesn't work.If I reboot the router again the internet light still doesn't go back on and the connection is still broken. If I reseat the network cable the internet is back. So it goes like this.Router reboots > all connection lights return online > internet light stays red > reseat the network cable.And I'm back in business until it decides to reboot again. I read some other posts and there maybe some kind of beta firmware I can download to get this resolved? Can anyone help me out?

Unfortunately, I now have the same problem. I bought this router about a month or so ago and haven’t had any issues until two days ago. Magically, the router will reboot itself and not recognize the LAN/Ethernet/internet in port (light just stays red, even while the others are white again). I came across your thread by searching for the issue.I tried the firmware update that was linked and it didn’t help. Additionally, the router logs magically get wiped after it decides to reboot, so I can’t even use the logs to figure out what’s causing the reboot.I’m extremely disappointed (and honestly irate). I wasted $300 for a router that obviously doesn’t work.

Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz. Need to find out if you can what channels your wifi neighbors are using. Adjust your router accordingly...hopefully downgrade in FW may help. There are known issues for your ISP modem fyi:http://www.badmodems.com biancaj wrote:Thanks! The hotfix didn’t work, so I’ll try downgrading to .32 when I get home. If that fails, then what?

When in neigbhoods with other wifi routers near by and maybe a lot of them, the wifi signal tend to cause noise and interferences with other router. When the channel is set for AUTO, the Automatic function of the router is to find a working, un noise and clear channel. The router will try to find one and lock on. However if the router encounters this noise and interference from other surrouding wifi neighbors, the AUTO function will be to attempt to reboot the router and thus try to find another channel that is less noisy. Setting a manual channel stops the AUTO function. However setting a manual channel needs to be set on a channel with few of if any other wifi neighbors on the same channel. Far distance neighbors are ok when on the same channel. Use of Pad apps like wifi analizers that a free from app stores helps users see what surrounding them in there environment in regards to wifi nieghbors. biancaj wrote:Well, I unplugged the modem Ethernet from the router’s side and it did start working after that (when I plugged it back in). Even though I unplugged it from the router side, it’s the same cable, so it wouldn’t matter (hopefully).Side note: this is probably my ignorance, but I don’t understand how neighbors’ wifi would cause my router to reboot. I don’t know anything about channels, etc.. I can change them on the router, but I don’t know what my neighbors’ channels are.

Thank you (and thank you to furry as well). I exchanged it at Best Buy for a new one since I got their plan for it (it would’ve been under netgear’s warranty, but I game a lot and didn’t want to wait for a new one). It’s set up and running smoothly so far... I’ll report back (if this thread stays open) after a few weeks. I did notice a lot of people in the amazon reviews have also had this problem. I almost got a Netgear AX8 (can’t remember the exact number, but think it’s AX8) that has the new WiFi on it, but it didn’t have the geolocation/Duma features, so I stayed with the XR500. Thank you for being patient with me. I hope this one will be great for a long time. The guy at Best Buy said his buddy had the same thing happen (and that it also came from Best Buy about a month ago). Maybe it was a bad shipment?

This may seem obvious but have you tried a different cable?

XR500 Reboots randomly | NETGEAR Communities

41 Replies

Netduma_Alex
NetDuma Partner
Jul 24, 2019
This may seem obvious but have you tried a different cable?
- Zelcor
  Aspirant
  Jul 24, 2019
  Netduma_Alex wrote:
  This may seem obvious but have you tried a different cable?
  Yes I have, swapped out the cable that it came with in the box and changed it to the one I had on my old router.
FURRYe38
Guru - Experienced User
Jul 24, 2019
What Firmware is currently loaded?
What is the Mfr and model# of the ISP modem the NG router is connected too?

What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?
Zelcor wrote:
So I bought a new XR500 from Best Buy last month and there's been a strange consistent problem.

It randomly reboots and then the internet doesn't work.
If I reboot the router again the internet light still doesn't go back on and the connection is still broken.

If I reseat the network cable the internet is back.

So it goes like this.
Router reboots > all connection lights return online > internet light stays red > reseat the network cable.
And I'm back in business until it decides to reboot again.

I read some other posts and there maybe some kind of beta firmware I can download to get this resolved? Can anyone help me out?
- Zelcor
  Aspirant
  Jul 24, 2019
  FURRYe38 wrote:
  What Firmware is currently loaded?
  What is the Mfr and model# of the ISP modem the NG router is connected too?
  
  What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
  Any Wifi Neighbors near by? If so, how many?
  Zelcor wrote:
  So I bought a new XR500 from Best Buy last month and there's been a strange consistent problem.
  
  It randomly reboots and then the internet doesn't work.
  If I reboot the router again the internet light still doesn't go back on and the connection is still broken.
  
  If I reseat the network cable the internet is back.
  
  So it goes like this.
  Router reboots > all connection lights return online > internet light stays red > reseat the network cable.
  And I'm back in business until it decides to reboot again.
  
  I read some other posts and there maybe some kind of beta firmware I can download to get this resolved? Can anyone help me out?
  
  2.3.2.40
  
  Arris SURFboard SB6183
  
  I'm pretty sure it's set to auto. I'll give changing the channels a try.
  
  Yes, quite a lot. But why would nearby wifi's force reboot my router and break the internet connection?
  - FURRYe38
    Guru - Experienced User
    Jul 24, 2019
    When the wifi is set to auto, the router will try to find a good clear channel to use, when the router encounters a noise channel, its trying to find a better channel. Since you say you have many other wifi neighbors near by, you maybe in a wifi congested area. This would be problematic.
biancaj
Guide
Jul 25, 2019
Unfortunately, I now have the same problem. I bought this router about a month or so ago and haven’t had any issues until two days ago. Magically, the router will reboot itself and not recognize the LAN/Ethernet/internet in port (light just stays red, even while the others are white again). I came across your thread by searching for the issue.

I tried the firmware update that was linked and it didn’t help. Additionally, the router logs magically get wiped after it decides to reboot, so I can’t even use the logs to figure out what’s causing the reboot.

I’m extremely disappointed (and honestly irate). I wasted $300 for a router that obviously doesn’t work.
- FURRYe38
  Guru - Experienced User
  Jul 25, 2019
  What Firmware is currently loaded?
  What is the Mfr and model# of the ISP modem the NG router is connected too?
  
  Any Wifi Neighbors near by? If so, how many?
  
  What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
  
  What devices do you have connected to the XR router?
  
  Downgrade to v32 FW version please...Factory reset and then setup from scratch to see if the problem continues.
  biancaj wrote:
  Unfortunately, I now have the same problem. I bought this router about a month or so ago and haven’t had any issues until two days ago. Magically, the router will reboot itself and not recognize the LAN/Ethernet/internet in port (light just stays red, even while the others are white again). I came across your thread by searching for the issue.
  
  I tried the firmware update that was linked and it didn’t help. Additionally, the router logs magically get wiped after it decides to reboot, so I can’t even use the logs to figure out what’s causing the reboot.
  
  I’m extremely disappointed (and honestly irate). I wasted $300 for a router that obviously doesn’t work.
  - biancaj
    Guide
    Jul 25, 2019
    Firmware - 2.3.2.40-c424a, which was linked here as something that might resolve the problem.
    ISP - Comcast
    Modem - Motorola Arris SB6190
    WiFi neighbors - yes? Not sure how many
    Channels - auto
    Devices - PS4/PC hardwired, iPhone/Mac/iPad wireless
    
    How can I find the firmware you’re now suggesting?
Zelcor
Aspirant
Jul 26, 2019
To everyone involved I have set the channels to manual channels and am currnetly waiting to see if it'll happen again before I try changing the Firmware.
- biancaj
  Guide
  Jul 26, 2019
  Well, my issue started up again today, so the firmware downgrade didn’t help.
  - FURRYe38
    Guru - Experienced User
    Jul 26, 2019
    I would replace the router or ask NG support for an RMA...
    biancaj wrote:
    Well, my issue started up again today, so the firmware downgrade didn’t help.
FURRYe38
Guru - Experienced User
Aug 05, 2019
Anyone tried checking for new FW on there XR500?
https://community.netgear.com/t5/Nighthawk-Pro-Gaming-Routers/XR500-New-Firmware-V2-3-2-56/td-p/1783316/jump-to/first-unread-message
Zelcor biancaj

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XR500 Reboots randomly