RBRE960 emailing logs has string buffer bug, doesn't send the whole log, doesn't list attacks, etc.

Exactly my feelings... LOL

My response:

"Thank you for looking into this and talking to L2. However, I am confused as to what I am supposed to do. You said, "we advise that you call for help regarding it and open a case regarding your concern." I have already opened this case 45883819 that we are communicating over currently. Are you asking me actually to use a physical phone to place an actual phone call to open a new duplicate case? What is the difference between this case and a phone-initiated case? Besides, the support person answering the phone won't have the entire background we have here, so I will need to convince him/her to open a new case for a case that already exists. So, I am confused as to what you need me to do... Why can't we continue to use this case# or you go ahead and open a more proper case based on this one and let me know?

Thanks
Tuna"

Continuing...

"Hi Tuna,


Thank you for taking the time to contact us at NETGEAR Email support.

On your initial email, you were asking for an acknowledgment if our engineering team is actually working on the issue of incomplete logs being generated by the router. I asked our Level 2 support regarding your concern and was advised that our engineering team is actually aware of this issue and are currently working on it.

He also informed me that if you wish to monitor the progress of this case, then we recommend that we troubleshoot your concern regarding the incomplete logs that you are receiving from your router. And then escalate your case so that they can provide you with real-time updates instead of going through the forum.

If you wish to monitor the status of this case, you can either call us back and ask for troubleshooting steps on how to resolve the incomplete logs that you are receiving from the router, or I can change the status of this case from an inquiry to a technical support case and provide you with some troubleshooting steps like resetting the router to factory settings and reconfiguring it. Just some basic troubleshooting steps.

By the way, your case number is 45883819.

Looking forward to your reply.

Again, thank you for choosing NETGEAR.

Respectfully,

Ross
NETGEAR Support Expert"

My response:

"Hello Ross,

Then please change the status of this case from an inquiry to a technical support case. However, there are no value in troubleshooting steps. The issue is not with my particular router or my particular settings. This has been happening to every owner of every RBRE960 since the product has been available, across all firmware versions that were released for it, regardless the number of customized settings, including fresh out of the box using the latest firmware with no user modified settings (that is actually the state I had discovered this issue in). Besides, it seems the engineering team already knows about it, so trying to troubleshoot this would not create any additional useful information. I, and all Netgear 960 users interested in seeing proper logs, are simply interested in knowing about the progress of engineering towards the release of a firmware that fixes it. How do we achieve that without taking unnecessary steps?

Thanks
Tuna"

I have this image of Don Quixote and the windmill.

Is that you, Sancho?

Here is a positive update: After exactly 1 month, 4 techs, many msgs, and one phone call, I was able to talk to a Level 2 tech (Eduard), we collected a bunch of data to reflect the experience while on the phone, the zip'd file has been given to him, and the issue is now getting (re?)escalated to engineering as I type this. My final point was "The logging issue I reported was already reported by many customers, either as cases or community posts, it happens on EVERY RBRE960 shipped, with EVERY f/w version, under ANY network setup, for ALL customers of this router. This is not specific to me. Logging is simply very badly broken for RBRE960 using any f/w." He reaffirmed that this is something that simply has to work for their flagship router. Eduard will keep me updated when he gets updates/requests from engineering.

Tuna

And, after opening a case on April 11, 2022, and having gotten it escalated to ENG, and then gotten a partial fix in a private F/W that I tested and reported back on May 18 (which also made my router to not recognize my paid Armor subscription anymore), it just got closed on Aug 2, without a publicly available F/W to include that fix I tested and preferably adding other fixes to further problems I reported on that fix. Sad. Here are the last few exchanges... I'm pretty sure I won't buy anything Netgear anymore...

2022-07-25 19:46:53

And I think everyone is wondering: For this expensive flagship product, there were monthly firmware releases in Nov, Dec and Jan. Then, since Jan, for the last 6 months, there have not been any public updates to the firmware. Clearly there are bugs to be fixed that are being worked on, with some already fixed. What is the reason that this advanced product isn't getting regular updates to keep customers happy, without pesky bugs?

2022-08-02 13:32:53

Hi Tuna,
We just got an update from our ENG team. Here's their final statement regarding this concern:
"We are constantly monitoring this unit. We fix the issues being raised and add enhancements. The customer can always contact us if he sees any problem."

2022-08-02 15:10:13

Not sure what value that statement adds to the issue at hand.
All the issues I reported for the last few months, now partly fixed, partly still broken, could have been fully fixed and released, and they still are not. I have already done my "customer can always contact us" part, repeatedly. It is the "We fix the issues being raised" part that didn't happen... 😞
I'm saddened by this pre-canned standard amateurishly dismissive response.

2022-08-02 21:59:16

Hi Tuna,

We were informed by our ENG team that they have noted your last feedback. They also recommended to close this case now. I will be closing this case.

We've found that there is a log corruption problem that NG needs to fix across all Orbi lines.