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Forum Discussion

BretD's avatar
BretD
Administrator
Oct 24, 2019

BR500 VPN Currently Experiencing Intermittent Connectivity Issues - Reply Thread

Update Oct 30, 2019 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 custo...
Troubleshooting
NathenB's avatar
NathenB
Apprentice
Oct 28, 2019
My issues are with client to site, I have the firmware released in this post installed. I am using the latest client ending in .21. The clients are getting dropped, typically just trying to disconnect and reconnect is working. (Before, I had to logout and exit the client, and then kill the VPN service, and then relaunch the client and connect) I have a ticket open on the issue, and have provided the requested info in that ticket thread. I also provided logs before and after the firmware update. Case ending in 8876.
MrJoshW's avatar
MrJoshW
NETGEAR Employee Retired
Oct 29, 2019

I received an update from engineering. One of the VPN servers was dropping connections which was causing the VPN connection loss issues that were reporting. This was addressed and customers should now be able to connect, this may require a reboot of the router to re-establish the connection and no need to upgrade to the 5.7.0.6 firmware. 

  • Repair-my-pc's avatar
    Repair-my-pc
    Guide
    Oct 29, 2019

    As of this evening the site to site vpn is still down and even the software vpn to site is down.

     

    I am unable to get to the remote sites due to their location at this time, but keep getting assuarances the VPN is up and running.

     

    I supplied Netgear Tech the logs from both routers diagnostics last night from within the app and also confirmed that the app is confirming as working.

    Since passing this information on I have not heard back from Netgear in regards to the Tech Support Team, I have read online the issue was caused by Server Issues in the US, this does not explain the EU as isnt netgear a global company.

     

    Think its time to get theregister.co.uk involved and see if they can turn up the heat.  After the issues with Netgear pulling out of the UTM Market a couple of years ago, I would have thought they would have fixed all their internal issues.  Just shows how wrong one can be, This wouldnt hurt so much but i am also a powershift partner.  

     

    Have phoned the UK Head Office to be told they know nothing about this.  Anyone else still having issues?

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