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Forum Discussion
Router stopped working for no reason
This morning, I noticed Wifi AND direct Ethernet connections had no internet access from my RBRE960 router. I checked the Xfinity app, it said the modem was online and fine. There was nothing in the modem log to indicate problems/errors. Both RBSs (RBSE960s) showed magenta LEDs. The switches seemed fine from their lights. So all signs pointed to the RBR not working. There were no lights on it, it looked normal.
Since there was no way to investigate further, I powered off the router, waited a full minute, then powered it back on. It came up, and all was working again - hop counts are 1 on both RBSs without intervention! WiFi is fine, direct connect Ethernet is working again too. RBSs showed Blue LEDs when they reconnected (they use Ethernet backhaul).
So besides the fact that the router stopped working and there was no way to find out why, I noticed the router's log file has been cleared from when I power cycled it. That's not normal, right? There was no firmware update - it's on V7.2.6.31_5.0.24 still.
In summary:
- Router stopped working - no WiFi or direct internet access;
- There really isn't any way to figure out what went wrong...
- Power cycle fixed it - but its log was cleared.
13 Replies
How many days was it online before this happened this morning? Only thing I can think of is enable debug logging on the RBR at start up and if it happens again, see if you can save off the logs.
To answer everyone's questions:
FURRYe38 I submitted a support ticket!
How many days was it online before this happened this morning? 7+
Only thing I can think of is enable debug logging on the RBR at start up and if it happens again, see if you can save off the logs. ---> I couldn't access either the router admin web page or any running lan/wan capture logs when it happened. So that probably won't be useful.
CrimpOn I could not get access to the debug page - I tried that. The network was completely down!
Ok, Ya hoping that NG can figure this out. Should not happen. Only thing I can think of is you've seen odd behaviors since you installed the XS series switch. 🤔
donawalt wrote:
I noticed the router's log file has been cleared from when I power cycled it. That's not normal, right?
Yes, this is what happens when the router is restarted. It certainly is not what customers want to happen, but it is what happens.
There is a "debug" page which contains additional information about the router status, including an option to save information to a file. http://orbilogin.net/debug.htm If this happens again, before restarting the router, you could connect to the debug page and save the current contents of the file to a computer. Restarting the router clears this file as well as the regular log file.
Unfortunately, there appears to be no published information about how to interpret the debug file. With the 90 day period of 'complimentary support' being (literally) 90 days, most customers find that Netgear support wants them to purchase a support contract ($$$) before they can open a conversation.
