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Forum Discussion
Intermittent DNS Errors and WiFi Issues
I have had the Orbi AX6000 for a few months now. While there are many things I love about it (great wifi coverage, great speed, looks nice, software, ease of setup, etc.), there are two very frustra...
Strange, I can imagine the engineering team not being aware if the support desk is blocking any escalation. If thats the case it really shows how bad the Netgear support department actually is.
However, the engineering team has fixed the same problem for the Orbi Pro, so in some way or form they have been made aware. See my earlier reply w/ link. The main difference I guess is that the Orbi Pro is aimed at business users for which they offer a different level of support.
I also don't understand the need for screenshots, since you explained it to the previous tech agent. The problem is pretty straightforward: The DNS server is not working properly. Which causes DNS errors and websites, streaming services, apps etc to fail.
Netgear needs to fix the issue with the DNS server / firmware.
However, the engineering team has fixed the same problem for the Orbi Pro, so in some way or form they have been made aware. See my earlier reply w/ link. The main difference I guess is that the Orbi Pro is aimed at business users for which they offer a different level of support.
I also don't understand the need for screenshots, since you explained it to the previous tech agent. The problem is pretty straightforward: The DNS server is not working properly. Which causes DNS errors and websites, streaming services, apps etc to fail.
Netgear needs to fix the issue with the DNS server / firmware.
Once the steam escaped my ears and I calmed down I decided to at least try to help everyone out, even if I return the system.
- I disabled IPv6, switched to IPv4 and recreated the error going to a known-good website. Error on NewEdge browser is: ERR_NAME_NOT_RESOLVED
- Took screenshot of the DNS error in browser and uploaded it to support
- Pasted all logged events from Administration, Logs into support
- Backed up my router config, zipped and uploaded to support
So they have literally everything they have ever asked for from me, some things they've receved multiple times.
Unfortunately I have no hope that this issue will be fixed any time soon. I have provided all the information requested many weeks ago (logs, screen shots etc). Still no resolution. In my opinion, only solution is to set static DNS at each device level. If that solution is not acceptable to you, return/sell your device and move to other device.
DNS_PROBE_FAIL wrote:Once the steam escaped my ears and I calmed down I decided to at least try to help everyone out, even if I return the system.
- I disabled IPv6, switched to IPv4 and recreated the error going to a known-good website. Error on NewEdge browser is: ERR_NAME_NOT_RESOLVED
- Took screenshot of the DNS error in browser and uploaded it to support
Curious - The DNS failure is intermittent so difficult to reproduce on demand. Did you set something up to repeatedly visit a website in a browser until it fails or something like that? It could be a useful testing tool for Orbi owners who believe they are unaffected.
- I'm sure it affects the entire Orbi AX product line that use the same firmware. Other product lines like the Orbi AC or Orbi Pro use a different firmware. Which you can recognize by the firmware name/version.
The negative point in all of this is that a lot users are unable to identify the actual problem, which is understable as the users are consumers using consumer grade hardware, and Netgear support has been unable to acknowledge or identify this as an actual DNS server / firmware issue based on incoming reports.
Meanwhile this issue has been resolved last summer for Orbi Pro.
Netgear needs to fix the DNS server / firmware. No, I didn't set something up to repeatedly visit a website or list of sites, I just manually typed in one website after another - trying to use sites that I haven't been to recently so it's doing an actual DNS lookup and not using cache. (Browsers can cache DNS lookups, chrome does this) Within about 10 sites or so I'll get the error every time.
To capture it for support, I just hit the print screen button on my keyboard then pasted into pain and saved to upload. You have to act fast to get the screenshot this way because the browser will retry on DNS failures and usually resolves the second time.
Netgear needs to fix their firmware.
