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Forum Discussion
BR500 Connectivity Issue - Subscribe Here for Updates
Dear NETGEAR BR500 customers,
Over the past two weeks we have experienced extreme instability with our VPN cloud ecosystem. We believe it is due to the scale of customer base combined with our desi...
10:10AM, Sunday, 3/8/2020, PST, Happy International Women’s Day.
Current Status: Normal
External notes:
- VPN server operations are normal.
9:15AM, Sunday, 3/9/2020, PST.
Current Status: Normal
External notes:
- VPN server operations are normal.
Current Status: Normal
External notes:
- VPN server operations are normal.
Current Status: Normal
External notes:
- VPN server operations are normal.
Update: 3/16 6:53 PDT
Customers may be experiencing intermittent VPN connection issues if connecting to the Virginia or Ireland VPN servers. The team is working on it and will provide an update when resolved.
Update 3/16 11AM PDT
Intermittent issues are expected to continue until at least 6PM PDT
Update 3/17/2020 11AM PDT
We continue to work to resolve the current issues from 3/16. It is expected that it will be corrected by end of the day.
Thank you for your continued patience.
4:40PM, Tuesday, 3/17/2020, PDT.
Current Status: Servers are normal, but connection devices may need actions to reconnect.
Please help to draft a public note.Notes:
• VPN server operations are restored to normal, we apologieze for the inconvenience.
• If your VPN group did not recover automatically, please try one of following options- If the VPN client does not connect back automatically, manually log out, then log in to try again.
- If the site-to-site connection between the routers does not re-establish, browse to the local GUI of the BR500 router https://<ip_of_BR500>/support.html, and switch the connection to any available VPN server IP address in the list that is near your location. You only need to do this from any one of the BR500s in each VPN group to re-establish the connection through the selected VPN server.
- If these steps do not resolve the issue, use the Insight app or Insight Cloud Portal to restart the BR500 routers.
- Finally, please contact tech support
1:20PM, Thursday, 3/18/2020, PDT.
Current Status: We are still facing intermittent VPN connections issue.
External notes:
- We are still experience VPN stability issue. Engineering is working around clock to bringing it back as soon as possible.
1:00PM, Friday, 3/19/2020, PDT.
Current Status: We are still facing intermittent VPN connections issue.
Notes:
• We are still experience VPN stability issue. Engineering is working around clock to bringing it back as soon as possible.
8:00AM, Sunday, 3/22/2020, PDT.
Current Status: VPN servers are normal.
External notes:
· VPN services are back to normal.
· If VPN connection still has issue
- For client to site connection, logout and login client to restore connection
- For site to site connection
- Login any BR500 GUI page at https://ip_of_br500/support.html, move to any VPN server near your region
- If above step does not restore, reboot routers in VPN group
4:00PM, Wednesday, 3/25/2020, PDT.
Current Status: VPN servers are not fully functional, existing connections may be intermittently dropped, new connections may take several tries to get connected.
External notes:
· VPN services performance has been degraded since 8AM, 03/25/2020 PDT, we are trying to restore full performance ASAP.
10AM, Thursday, 3/26/2020, PDT.
Current Status: VPN servers are not fully functional, existing connections may be intermittently dropped, new connections may take several tries to get connected.
External notes:
· VPN services performance has been degraded since 8AM, 03/25/2020 PDT, we are trying to restore full performance ASAP.
2:00PM, Thursday, 3/26/2020, PDT.
Current Status: VPN servers are not fully functional, existing connections may be intermittently dropped, new connections may take several tries to get connected.
External notes:
· VPN services performance has been degraded since 8AM, 03/25/2020 PDT, we are trying to restore full performance ASAP.
9:30AM, Friday, 3/27/2020, PDT.
Current Status: VPN servers are fully functional.
External notes:
· VPN servers are normal and operational
10:30AM, Tuesday, 3/31/2020, PDT.
VPN servers are normal and operational.
· VPN service is normal and operational
· Some VPN groups may have broken site to site or client to site connections, this was due to that VPN group members are connected to different VPN servers. In most cases, reboot all routers and logout/login all clients should solve the issue. Manual pick VPN server should also help to resolve this issue, to manually migrate VPN group to a different VPN server:
o Login GUI at https://ip_of_br500/support.html
o Select a VPN server from available server list and apply it
o For site to site connection, only need to do this on any of one router only, other routers shall follow, it takes several minutes to move the group
o For client to site connection, logout client, after router is migrated, login client again.
10:00AM, Thursday, 4/2/2020, PDT.
External notes:
VPN servers are operational, brief disconnections have been observed on several servers due to heavy load.
10:00AM, Monday, 4/6/2020, PDT.
External notes:
VPN servers are operational and normal.
10:00AM, Tuesday, 4/7/2020, PDT.
External notes:
VPN servers are operational and normal.
Incident reported between 12:35 AM ~02:10 AM PDT 04/07/20 that group connected to US west coast server had connection issues up to 95 minutes.
9:00AM, Monday, April 13, 2020, PDT.
External notes:
VPN servers are operational and normal. Between 3:45AM and 7:45AM, small percentage of users might have experienced increased response time for VPN connections, but all connections should have gone through.
10:45AM, Thursday, April 16, 2020, PDT.
External notes:
VPN servers are operational and normal.
All VPN group management related issues should have been resolved.
10:00AM, Friday, April 17, 2020, PDT.
External notes:
VPN servers are operational and normal.
8:15AM, Saturday, April 18, 2020, PDT.
External notes:
VPN servers are operational and normal.
10:25AM, Monday, April 20, 2020, PDT.
External notes:
VPN servers are operational and normal.
10:00AM, Tuesday, April 21, 2020, PDT.
External notes:
VPN servers are operational and normal.
9:00AM, Wednesday, April 22, 2020, PDT.
External notes:
VPN servers are operational and normal.
11:30AM, Thursday, April 23, 2020, PDT.
External notes:
VPN servers are operational and normal.
Between 9AM and 10AM, April 23, 2020, PDT, VPN performance issue, some VPN connections might experience intermittent disconnection.
VPN service performance was back to normal at 10AM.
10:00AM, Friday, April 24, 2020, PDT.
External notes:
VPN servers are operational and normal.
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