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TeamT's avatar
TeamT
Star
Jan 17, 2017
Solved

R6220 stop to respond to DNS queries.

Hi,   My R6220 router with firmware V1.1.0.34_1.0.1 stops to respond to DNS queries aproximately every 4th day. Restart of the router fix the problem temporarily. I have saved WireShark captures to...
Troubleshooting
  • TeamT's avatar
    TeamT
    Nov 11, 2017

    Hi,

    My router has been OK for 27 days now. There are good reasons to assume that the bug has been fixed.

    Kind regards,

    TeamT

     

DexterJB's avatar
DexterJB
NETGEAR Moderator
Jan 19, 2017

Hi TeamT,

 

I have sent you a message. Please check your inbox.

 

Regards,

 

Dexter

Community Team

  • TeamT's avatar
    TeamT
    Star
    Mar 09, 2017

    Short status as I have discovered that there are multiple threads on this issue on different router models.

     

    A support case was opened on 21 January 2017. I have since then provided my assistance to Netgear:
    - I have provided Netgear with WireShark capture files and logfiles to prove that DNS really stops to respond
    - Different client and router configurations have been tested without success
    - Netgear have via remote downloaded the config file and downgraded the firmware
    - The hardware have (to my surprise) been replaced to eliminate hardware related problems
    - Screenshot of status page have been shared

     

    The support case is now with “team” and “engineers” within Netgear. I am slowly loosing patience but willing to give it a few weeks more. (The teenagers are begging for a new router and by now prepared to pay for it :-) )

     

    My additional findings are:
    - I have an indication on that the issuse is traffic dependent as the router did work for 10 days when we were on vacation
    - Disconnecting the WAN cable for a few seconds clear-out the problem

     

    My best guess is a memory leak or dead-lock situation in a DNS related process. Curious on what processes are restarted when you disconnect/connect the WAN cable.


    Kind regards,
    TeamT

     

    • shofixti's avatar
      shofixti
      Tutor
      Apr 12, 2017

      Have you had any updates on your case?

       

      This bug just started biting me this morning.

       

      On my PCs and such it's easy enough to bypass their broken DNS, but that doesn't work as well for mobile devices, guests, etc.

       

      If they can't fix this, time for a new router I guess.

      • TeamT's avatar
        TeamT
        Star
        Apr 13, 2017

        Hi @shofixti,

         

        Silence from Netgear. Have sent a few reminders with the following response:

         

        2017-03-27:  ... the engineers are checking the data that we have provided. We will provide you with an update once we have some feedback from them...

         

        2017-03-16:  ... Please be informed that we have forwarded your case to the engineering team and they're currently checking this case...

         

        Will send a new reminder today. It's hard to assess if Netgear are putting some effort into this issue or not. However, based on that I’m not asked to provide additional information or take any action, my feeling is that they aren't prioritizing this issue at all. Strange to me, as there are several reports on this bug if you google on it. @DexterJB can you check things up with engineering?

         

        The reasons to why I haven't given up is my technical interest and that i as part of my morning routine disconnect/connect the WAN cable for a few seconds and that prevents the DNS problem to occur. 

         

         

        Kind regards,

        TeamT