AX6000/RBK852 Wired Backhaul mode - Guest Network - No internet when connected through the satellite

   FURRYe38

Mikey94025 

I have noticed something.

Let's say nslookup  www.google.com is xxx.xxx.xx.x

When I connect my Mac to the guest network through the wired backhaul satellite, I can ping xxx.xxx.xx.x but I cannot ping   www.google.com

Looks like I am connected to Internet but I do not have access to an address book.

This looks like a DNS issue.

Is this before your after you made the router IP address change? 

FURRYe38 

Yes it does happen after changing IP range.

That would explain the "Safari connect connect to www.google.com" as there is no address book available apparently for Guest Network on the satellite any more...

Not sure what is really happening. Waiting for support desk answer today after this findings.

Hopefully support and get this to review. Have someone collect debug logs. 

FURRYe38 

For the moment support did not request or tell me how to get the logs.

I sent them the configuration but not sure it will produce the same result on their side. Not sure that the issue is related to the config file. 

But you are right. The logs will definitely tell what is going on and I will ask support to show me how to extract them.

router IP address/debug.htm in a web browser. 

There will be a Start Debug button and a Save Log Button.

FURRYe38 

Would you know which file(s) I have to examine?

I have found files with logs showing my IPhone connection to the wired backhaul Satellite on the guest network but I cannot find files to show logs of internet connection.

Thanks

I wouldn't...something to pass on to NG support for review.

Blanca_O 

FURRYe38 

I finally received a preliminary report from the support desk. They have reproduced and confirmed the bug (no internet on the guest network through wired backhaul satellite).

This issue has been escaleted to the developement department and basically they ask me to wait until they can fix it.

They will let me know when it will be adressed. Obviously it has not been reported by many users for the moment... I really wonder why as it is really a serious bug.

Thank you for letting us know. Glad they were able to reproduce. 

I forgot to say that  Netgear support has confirmed that it is not solved in V3.2.16.22 yet.

They have escalated again the issue.

:smileywink:

https://community.netgear.com/t5/Orbi-AX/AX6000-RBK852-Wired-Backhaul-mode-Guest-Network-No-internet-when/m-p/2043467/highlight/true#M11409

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philoouu wrote:

I forgot to say that  Netgear support has confirmed that it is not solved in V3.2.16.22 yet.

They have escalated again the issue.

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Hello

FURRYe38 

THanks for letting us know about this new version.

It took Netgear Support 3 months to ackowledge the issue (officially). Would be nice it the issue is solved in this firmware 3 months after, making a total of 6 months. As it does not install automatically I will wait a little bit more before eventually installing manually.

I have contacted the Support too to ask them about this new version.

Takes time for testing and development. Can't happen over night.

I recommend applying manually the update. I applied mine this evening. Updated RBS first then RBR lastly. Powered OFF these units for 30 seconds then back ON. Working well here. 

Not sure when auto udpate will be availalbe with this version. 

FURRYe38 

Thanks for your advice.

Very disappointed by the bug to start with... They should have proposed to reimburse their customers for those who wanted...

Firmware is not the same for Main and Satellite? 

You apply both one by one then restart evertyhing?

Well if you recall you were the only one who posted having problems with this. Wouldn't construe a flood of refunds. Just needed time for NG to review and fix the problem you posted about. I didn't see this issue with mine so not sure why I didn't have this problem when I tested this out on mine, though I don't use Guest Network in my home normally. Were all adults here. 

Anyways, download two files, one for the RBS and one is for the RBR. Apply the RBS first, then RBR lastly. 

I powered my units OFF then back on. 

Make sure you set channel 40 on 5Ghz. I noticed mine was set to 36, not sure if that was my doing or the update. Noticed my Echo Dot wouldn't work right until I changed to 40. All is well now. 

Thanks

Once it was acknolewdged by Netgear, they should have proposed the refund as Guest network can be useful especially those days where working from home is necessary.

Will let you know if I have problems for this update.

Well I and one other work from home. We don't use guest network. 

Let us know...Should be fixed from what soneone else mentioned. 

FURRYe38 

I have not done the update yet. I have asked the support desk (I've been dealing with them for 6 months now); they have no clue if the satellite guest network bug is fixed or not as nothing is written in the released notes. In case it is really fixed and not mentionned in the released notes, and/or communicated to the Netgear support desk, it would confirm the difficulties support desk is facing helping customers without proper information on their own products.

Support desk told me to try the new firmware but do a reset factory after the firmware upgrade.

I was wondering which configuration file I should load after the factory reset; the current one done on v3.2.16.22 or save another one between the firmwire upgrade v3.2.17.12 and the factory reset?

By the way is the factory reset necessary?

I am still also wondering why manual update is necessary. How come it cannot be done 

automatically?

Thanks

FURRYe38  - I did the update and it worked fine. No factory reset. I just loaded both the RBR and RBS (as appropriate for the router or satelitte) through manual firmware update. I did seemingly have to update one satelitte at a time, and it gave me some kind of time out error message when I did it but after 5-10 long minutes, when I connected again and refreshed the page, the version was updated. I suggest backing up your configuration if you have any particuarly annoying rules to create again and then just doing the firmware. You realy don't have much to lose. Good luck!

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I have been struggling with their product for 6 months as you can see in the post and when the support desk tells me they do not know about the new release, I really feel sorry for them as they cannot really do their job properly, hence the time it took to acknowledge my issue.

The fact that the firmware upgrade has to be done manually means 2 things for me: either they prefer no to push it everywhere for some reaons (but that does not make much sense), or worse the current one is unable to detect that there is a new release (would be another bug).

This is way I am taking my time but I will upgrade soon as I want to get rid of this guest network satellite bug.

Checked again with Guest Network enabled, getting internet services thru my RBS thats wire connected to my RBR in router mode. System is using v12 FW. 

Glad its finally working for you. 6 months isn't bad. I've seen worse.

Please mark your thread as solved so others will know.

Enjoy. :smileywink: