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Orbi 970 - Crash after Speedtest
Dear Commuinity,
In my RBE971 system with 1 satelllite with wireless backhaul, I have regular crashes /reboots of the RBE971 every 1-2 days.
While I was testing the behaviour , I also saw that I can easly crash the router via SpeedTest using router's web page or Orbi App.
Basically, you execute the sppeed test consecutively via the router's web page or Orbi application.
In my device, usually after 4-5 executions, RBE971 restarts (white linking led) or sometime it loose the network (magenta led)
My internet connection is 8Gbit and before the crash, SpeedTest usually shows around 7 - 8 Gbits of speed on both upload and download,as it should be.
I just want to ask if you also have same behaviour or I'm the only one... I suspect that the high speed is overheating the RBE971 and it crashes... I also put a fan on the top of the RBE971 and redone same tests, router charshed again but after 9-10 consecutive speedtests execution.
Any idea ? Can you also try the same test and update this topic with your results ?
PS : I already have a ticket with NG Support, they accepted the RMa for router only (not the kit), I'm waiting the delivery of the replacement unit in few weeks.
I received today the replacement router RBE971 and configured as AP with my 1 existing satellite.
NG sent only the router and I used my existing power adapter (with new design and increased amperage)
I have executed intensively Speedtest via WebUI and Orbi iOS app. Until now I couldn’t crash the new router. See below consecutive Speedtest via app
27 Replies
Unfortunately this is not a cross shipping. They requested that I return my RBR to them first.They told that for 970, they don’t send new device without receiving the old one, because of “high value product”
I have already sent it and it’s underway to the warehouse. I don’t have anymore RBR. I only have RBS now. When they will receive my RBR , they will send replacement device.
So I will only have the new RBR and I have to synchronize it my existing RBS.
If the issue is fixed with the replacement unit, I may still have problems with RBS… As the kit RBR+RBS is built in the same time , there is a very high chance that RBS is also a faulty unit from overheating perspective.
Any way, let’s wait for the replacement RBR. In the meantime if some other users may also try this easy test and share the results, it may be helpfulSo got home and tested again with the 970.
Phone tested first with Orbi app:
Then tested via WEB UI with MS edge. No issues seen. Others also online as well would have said something if internet had gone down.
RBR stable and online currently.
Uptime on the 970 system is now just over two days:
Basic Information
Firmware Version: V9.12.5.3_1.3.24
Boot Loader Version: 2016.01_rtm-9.6.0.2
seal: v2.1.10.8-0
armor-bd: v2.2.214.4
spc-circle: v3.32.0.4
guster: v1.0.0.2049
CPU Load: 6.12%
Available Memory/Total Memory: 1048 MB/1743 MB
System Uptime: 2 days 01:44:33
AH ok, sorry I miss understood the RMA. Well at least you have a system to work with. In those cases that don't have a back up system or ISP services, then cross shipping RMA would be recommended.
Keep us posted when the new one comes in.
RBR waws in AP mode , but same happened in Router mode.
NG Support did not accept my Advanced RMA request : means they send me replacement unit first, and when i receive the replacement, I return back my RBR, akthough I paid for this service.
The reason was "as 970 is a high value product, they only do standard RMA : meansfirst I send my device, they acknowledge that and after they send me the replacement unit.
So I can't do further tests now. I wait for the delivery of RMA device.
For the time being I'm using my 752 since 10 days without any issue, in AP mode.
Cross shipping RMA is good. Since this is not a RBS issue, only the RBR needs to be checked. I've done cross shipping RMAs before and are nice to get. Allows you to test a different device, if the RMA works, then ya, just send back to old unit. How that works.
Ya, will have to wait for RMA to arrive. Keep in touch with NG support.
Below some pictures that I took when 971 crashed during the Speedtest via Orbi App.
It shows 6Gbits and few seconds later it loose the connection with main modem (magenta light). Only a restart will help.
I was using the fan on the top of the router to test the difference with and without fan.
With fan usually 971 was able to run 10+ consecutive Speedtests.
With fan usually 971 was able to run 10+ consecutive Speedtests.
Thanks for documenting with/without fan. A bit annoying that Netgear does not provide a method to display the internal temperature of the router.
And what mode is the RBR in currently? Router or AP mode?
Sounds like this maybe isolated to your unit. Something NG support will need to handle. RMA hopefully will resolve. Won't be much else to try until the RMA unit arrives.
Only other thing to try in mean time, if you have a family member or friend that has same or different ISP service, take the RBR to there place and test it there. See if problem follows or not.
The issue happens on both AP or Router mode. I normally use 971 in AP mode.
However for testing purpose I have configured it temporaly in Router mode and deactivated WiFi of my provider's rouer and configured it inthe DMZ.
Same problems, same crashes, same errors in the debug_logs..
All those points have been discussed earlier under the topic : RBE971 Reboots
Let's see if other community members may reproduce the issue with consecutive speedtest.
My 971 can be one of the faulty devices with known overheating problem.
But unfortunatly NG 2nd level support did not accept the RMA for the full kit (Route + 1 Satellite).
They told that only 3rd level support can allow that and I didn't want to wait several weeks more for the reply.
Yes if it's happening in both modes and the modem is using the DMZ, seems like there maybe issues with your particular RBR unit.
Please keep in contact with NG support and hoping the RMA unit solves this.
Something to try as well with the new RMA unit, get you a fan to put on top of it. I keep on top of mine all the time.
Disable all logging as well.
I'll keep checking with mine as well periodically.
The issue happens on both AP or Router mode. I normally use 971 in AP mode.
However for testing purpose I have configured it temporaly in Router mode and deactivated WiFi of my provider's rouer and configured it inthe DMZ.
Same problems, same crashes, same errors in the debug_logs..
All those points have been discussed earlier under the topic : RBE971 Reboots
Let's see if other community members may reproduce the issue with consecutive speedtest.
My 971 can be one of the faulty devices with known overheating problem.
But unfortunatly NG 2nd level support did not accept the RMA for the full kit (Route + 1 Satellite).
They told that only 3rd level support can allow that and I didn't want to wait several weeks more for the reply.
I don't understand why/how but sometime my replies are deleted automatically Anyway, I try again.
In a previuos topis we discueed about the restarts and my config : I'm in France and using the modem/router Livebox 7 provided by ISP Orange France.
I'm in contact with NG Support since end of April and provided a lots of debug_logs related to my regular crashes.
Below you will see 2 samples from the file oopsdump :
==========================Kernel crash log 2025/5/21 23:05:25=====
Unable to handle kernel NULL pointer dereference at virtual address 00000d20
pgd = f6cf5fcb
Internal error: Oops: 817 [#1] PREEMPT SMP ARM
========== Timestamp: 2025-05-21 23:05:25 UTC ==========
Kernel panic - not syncing: Fatal exception in interrupt==========================Kernel crash log 2025/5/22 22:23:43=====
Unable to handle kernel paging request at virtual address fffffff8
Internal error: Oops: 837 [#1] PREEMPT SMP ARM
Kernel panic - not syncing: Fatal exceptionWhat mode is the Livebox 7 modem with built in router working in? Modem only mode or router mode when the Orbi is in router mode?
If router mode, do you have the DMZ or IP pass thru enabled on the ISP router?
FYI:
If your ISP Modem already has a built in router and wifi. This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router.
New: https://community.netgear.com/kb/en-orbi-knowledge-sharing/static-ip-address-configuration-for-ap-mode/2456256
https://community.netgear.com/t5/Orbi-WIFI-6-AX-AND-Wi-Fi-6E-AXE/Procedure-for-Factory-reset-of-RBS850/m-p/2367505/highlight/true#M53985
https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop
Try option #2 first...Possible that the data your coping and pasting in from the logs is causing a spam filter to trigger on those posts. Try using the Source Code tool bar option to post log code in to a post. Hopefully this will help that. All this is new forum SW and were all still getting used to it.
I just want to ask to the different members of the Community if you can reproduce the same tests : consecutive Speedtests using the webUI of the router or Orbi app.
This test (consecutive Speedtests) is just 1 known way to crash my 971.
PS : I hope that the replacement unit will resolve all (at least most) of the crashes.
PS : I hope that the replacement unit will resolve all (at least most) of the crashes
Certainly hope it does. Please post a comment when the replacement router arrives.
This issue with some 971 routers overheating has been discussed quite a bit on the forum. Obviously, if every 971 overheated, that would indicate a design flaw. The product would never have made it through testing and been released. The situation appears to be that some units are faulty* and there are only two solutions (1) replace the unit, or (2) install a fan to increase air flow through the router. Several users have reported placing an inexpensive fan on top of the router stops the reboot problem.
https://www.amazon.com/gp/product/B08ZSJFNMS
* There has been speculation as to what the fault might be. One possibility is that some units went through the assembly line and did not get the correct amount of thermal paste applied to major chips when assembled. Perhaps a "bad batch" of paste. Perhaps a person (or robot?) failed to apply enough paste. Who knows? The only way to validate that speculation would be to physically tear the unit apart. If Netgear has done that, it has never been made public. If a replacement router was not already "in route", it might be interesting to experiment with adding a fan. (I would do it just because the fans are so inexpensive and I LOVE this sort of stuff.)
I don't understand why/how but sometime my replies are deleted automatically Anyway, I try again.
In a previuos topis we discueed about the restarts and my config : I'm in France and using the modem/router Livebox 7 provided by ISP Orange France.
I'm in contact with NG Support since end of April and provided a lots of debug_logs related to my regular crashes.
Below you will see 2 samples from the file oopsdump :
==========================Kernel crash log 2025/5/21 23:05:25=====
<1>[ 6024.605375] Unable to handle kernel NULL pointer dereference at virtual address 00000d20
<1>[ 6024.605379] pgd = f6cf5fcb
<1>[ 6024.605381] [00000d20] *pgd=a74a6835, *pte=00000000, *ppte=00000000
<0>[ 6024.605388] Internal error: Oops: 817 [#1] PREEMPT SMP ARM
<4>[ 6025.659482] ========== Timestamp: 2025-05-21 23:05:25 UTC ==========
<0>[ 6025.659483] Kernel panic - not syncing: Fatal exception in interrupt==========================Kernel crash log 2025/5/22 22:23:43=====
<1>[ 2509.184694] Unable to handle kernel paging request at virtual address fffffff8
<1>[ 2509.184698] pgd = b752dc37
<1>[ 2509.184700] [fffffff8] *pgd=bc1fd861, *pte=00000000, *ppte=00000000
<0>[ 2509.184706] Internal error: Oops: 837 [#1] PREEMPT SMP ARM
<0>[ 2509.882811] Kernel panic - not syncing: Fatal exceptionOne more update, as I have sent by RBE971 to NG for replacement (just router , not the full kit) I installed back my old 752 (1 router + 1 satellite with WiFi BH)
It works without any issue since more than a week..
I can't crash it with speedTest or any other way. As the 750 is limited to 1GBit of thernet, all network is limited to 1 Gbit but it works without any crash or restarts since +/- 10 days...!
