r6400 gets error message “trouble finding site”

[lnbbrady]

• Setup
1. Home network on satellite connection through a modem
1. Satellite service provided by Viasat thru CTESC
2. Modem: Surfbeam 2 Satellite Modem, Model KM4100
2. Netgear AC1750 smart wi-fi router (model r6400)
1. Firmware version V1.0.1.74_1.0.48
2. Settings are set on auto-update, so I don’t know if a firmware update ran or not right before the problem began
3. Computers (laptop and desktop) both running Windows 10 current version.
4. Phone is Samsung Galaxy S20 FE (android)
• Problem
1. The problem has been going on for a while as I tried to figure out what was going on.  I don’t remember when it began.
2. On both laptop and desktop, when plugged into router and I click on or enter an internet link, I often but not always, get this screen almost immediately
1. Hmmm. we're having trouble finding that site
2. We can't connect to the server at www.xxxxxx.com
3. If that address  is correct, here are three other things you can try:
1. try again later
2. check your network connection
3. if you are connected, but behind a firewall, check that Firefox has permission to acces the Web
4. try again
3. After hitting “try again” button, sometimes works, sometimes doesn’t
4. Sometimes “try again” brings up a page that looks like the page data got to the computer, but it wasn’t interpreted and put in the right place.  Putting the cursor in the address area and hitting enter gets the page as it should be.
• Testing
1. Plugged laptop directly into modem and it doesn’t fail
2. Put laptop on wi-fi and it never fails. At same time desktop on hard-wired still fails
3. Phone on wi-fi never fails
4. Turned off all Avast shields. Problem persists
• Conclusion:
1. The problem is in the router.
2. Wi-fi portion of the router is ok.
3. Hard-wired portion of the router has the problem.
• Questions
1. Is the problem in the router hardware, which means buy a new router?
2. Or is it in the router settings?  What should they be and how did they possibly get changed?

[FURRYe38]

Has a factory reset and setup from scratch been performed since this started? 

Is there any security features on the router that are enabled like Armor or any parental controls? 

What Firmware version is currently loaded?

[lnbbrady]

We did do a factory reset on both the modem and the router.

We do not use Armor or any other router security programs - just Avast for the computer itself.  But even if we did, access control shouldn’t be the problem since it doesn’t block us every time.

We have no children at home, so no parental controls.

Firmware version  V1.0.1.74_1.0.48 (listed under setup in my original post)

[FURRYe38]

Is this a recent problem that just appeared or has this been a on going problem?

[lnbbrady]

It is fairly recent.  Don’t know exactly when it happened since things around here have been rather hectic – maybe a month or so ago?? We’ve had the router since 2016 with no problems until this showed up.

[lnbbrady]

Hi, Mr. Guru - Did you give up on my problem?  I'd like to go forward and solve this issue one way or the other.  My gut tells me it is a software issue somehow.  Either a setting is wrong or somethning else, but I can't for the life of me think of anything and need the help of someone who has more knowledge of routers than I do. If it is not you, please let me know so I can go elsewhere.

[FURRYe38]

IF this was working up until recently, I recommend that you revert FW version back to something before this last version of FW. 

[lnbbrady]

Thanks for the suggestion, but I have turned Avast shields off and the problem persists.  Indeed, I got the error when trying to get to this site to reply.  Next step????

[FURRYe38]

IF this was working up until recently, I recommend that you revert FW version back to something before this last version of FW. 

[lnbbrady]

Oops, I read your post wrong and will try the firmware reversion as soon as I can.  But what does this do to my security when I don't keep the updates that Netgear says are necessary?

[lnbbrady]

FYI, FW could be FirmWare and it could be FireWall.  Thus my mistake.

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[lnbbrady]

I have now tried your firmware downgrade solution - and it worked!

Here's what I did:

     I was running version 1.0.1.74

     Despite having done what I thought was a thorough search before making my original post,I found another link in the community describing exactly how to downgrade to solve this problem.  Wish I had found it earlier so I didn't have to bug you.  It was at https://community.netgear.com/t5/Nighthawk-Routers-with-WiFi-6-AX/This-Site-Can-t-Be-Reached-issue/m....

    I downloaded and installed version 1.0.1.72 - problem not solved

    I downloaded and installed version 1.0.1.70 - problem still not solved

    I downloaded and installed version 1.0 1.68 -  so far this looks like it works.

    I set the router to not automatically update.

    So, I now have a working router, but it is using firmware that is three fixes out of date - and that will only get worse as Netgear issues newer versions to solve other problems.

    Here's my questions:  Do you communicate these problems to Netgear?   Have they gotten the word that this is a problem?  Do they let you know if they consider the problem severe enough that it will be fixed in the upcoming firmware update?  Even if they issue a new version, how am I to know that the new version solves my particular problem? I have auto updates turned off so will not get the any newer version unless I authorize installation and that I won't do unless I know that it will not recreate the problem.  And that leaves me with potential security flaws.

     Right now, my inclination is to buy another router - and not a Netgear one, since they haven't fixed it in the three latest versions.

Thanks for the help you have given me. 

[FURRYe38]

Glad you got it working.

FW = Firmware. 

You might contact NG support and let them know what your seeing accross these versions of FW. If your out of warranty, send a forum Moderator a PM:

@DarrenM