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Re: Router Dropping Internet Connection XR500

JeraldLum
Aspirant

Router Dropping Internet Connection XR500

My connection keeps constantly dropping and is very slow I checked to see if my router needs and update and its on the lastest firmware v2.3.2.40 I can't find any solution to this and it's just very irritating just because not only do I experince lag in game but I just get kicked out because the internet just stops working out of nowhere

Model: XR500|Nighthawk Pro Gaming Router
Message 1 of 29
Netduma-Fraser
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Sorry to hear you're having this issue, please upgrade to this firmware that may resolve the issue then do a factory reset and let us know if it's all working correctly after that: https://forum.netduma.com/topic/28523-new-xr500-hotfix-firmware-for-drop-outs
Message 2 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

I installed the new firmware earlier today to attempt to solve this same issue and am now showing version V2.3.2.40-C424a

However 6 Hours later I'm seeing the same issue crop up again. When it happensthe logs show:

[DoS Attack: TCP/UDP Chargen] from source: 184.105.139.101, port 55103, Monday, June 17, 2019 01:05:54
[DoS Attack: ACK Scan] from source: 152.195.55.219, port 443, Monday, June 17, 2019 01:04:42
[DoS Attack: ACK Scan] from source: 152.195.55.219, port 443, Monday, June 17, 2019 01:04:40
[DoS Attack: ACK Scan] from source: 152.195.55.219, port 443, Monday, June 17, 2019 01:04:38
[DoS Attack: ACK Scan] from source: 152.195.55.219, port 443, Monday, June 17, 2019 01:04:36
[DoS Attack: ACK Scan] from source: 152.195.55.219, port 443, Monday, June 17, 2019 01:04:34

I spoke with my internet provider earlier today about this issue and they were insistent that the internet outage was 100% on my router as they've never seen any type of drop from my Modem for over 30 days. I tried disabling the DoS protection right as the issue occured but it continued to connect and disconnect just like it has been doing to me for months. The internet goes out for 10 - 40 seconds and then comes back, see here my logs from "Net Uptime Monitor"

=======================================
6/16/2019 11:16:14 PM	Log Start
---------------------------------------
Failure Start      	Length
6/17/2019 12:55:08 AM	0:00:19
6/17/2019 12:56:02 AM	0:00:19
6/17/2019 12:56:31 AM	0:00:15
6/17/2019 12:56:52 AM	0:00:28
6/17/2019 12:57:26 AM	0:00:21
6/17/2019 12:59:23 AM	0:00:19
6/17/2019 1:00:15 AM	0:00:19
6/17/2019 1:01:03 AM	0:00:06
6/17/2019 1:01:19 AM	0:00:16
6/17/2019 1:01:54 AM	0:00:10

This is very upsetting to find out that my internet troubles can't be blamed on "the man" but my $300 router! Please help me solve this before I'm forced to Buy a different router and attempt to sell this one to recoup some of my losses.

Model: XR500|Nighthawk Pro Gaming Router
Message 3 of 29
Netduma_Alex
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Just checking: did you do a factory reset after the upgrade?

Message 4 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

I did not do a factory reset after the upgrade, is that something I should do? It wasn't included in the firmware update instructions.

Model: XR500|Nighthawk Pro Gaming Router
Message 5 of 29
Netduma_Alex
NetDuma Partner

Re: Router Dropping Internet Connection XR500

It wasn't in the instructions but since we're trying to fix some issues in your case, doing a factory reset makes sense. Any settings that were causing issues will be wiped in the process.

 

But of course you'll lose your device names and traffic prioritization so we could try some other stuff first.

Message 6 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

I don't have any prioritization set up. I have QoS completely disabled because every test I ran regardless of setting lead to a significant reduction in max speed capacity on my pc. I couldn't once hit my speed cap when I wanted to be able to, but I don't have enough devices fighting for priority to even benefit from getting it working properly to care.

The firmware update seems to have alleviated one set of interruptions that had been happening between 4:45 and 4:50 every morning consistently for a month. But the random outages throughout the day continue and they continue to occur when DOS attack entries are being logged.

I'm not fully against doing a factory reset but I am curious what other troubleshooting steps you'd suggest before going that route.

Also, side note, the firmware update seems to have removed the button to download my log as a .txt file, I now just have refresh, send and clear.
Model: XR500|Nighthawk Pro Gaming Router
Message 7 of 29
Netduma-Fraser
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Factory reset is likely the best option here as it can remove any legacy issues from previous firmware installs. If that doesn't work I would recommend creating a ticket as it could be a hardware issue: http://support.netgear.com/
Message 8 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

Sounds good. I'll do that tonight and report back.

I'll try to remember to update you if it appears to work for awhile. If I don't post though you can assume my issue was resolved.

I'll definitely update you if it doesn't work before making a support ticket.
Model: XR500|Nighthawk Pro Gaming Router
Message 9 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

Well, in the ~24 hours since I reset my router, I've had the greatest amount of downtime I've ever experienced.

=======================================
6/18/2019 6:48:33 PM	Log Start
---------------------------------------
Failure Start      	Length
6/18/2019 7:38:12 PM	0:00:08
6/19/2019 4:34:43 AM	0:00:07
6/19/2019 4:34:59 AM	0:00:29
6/19/2019 4:35:46 AM	0:00:19
6/19/2019 4:36:13 AM	0:00:19
6/19/2019 4:36:48 AM	0:00:34
6/19/2019 4:37:27 AM	0:00:33
6/19/2019 4:38:06 AM	0:00:20
6/19/2019 4:39:09 AM	0:00:07
6/19/2019 4:39:37 AM	0:00:17
6/19/2019 4:40:09 AM	0:00:10
6/19/2019 4:41:24 AM	0:00:23
6/19/2019 4:42:56 AM	0:00:08
6/19/2019 4:43:15 AM	0:00:26
6/19/2019 4:43:52 AM	0:00:15
6/19/2019 4:44:37 AM	0:00:21
6/19/2019 4:45:55 AM	0:00:07
6/19/2019 4:47:00 AM	0:00:30
6/19/2019 4:47:34 AM	0:00:21
6/19/2019 4:48:14 AM	0:00:32
6/19/2019 4:48:56 AM	0:00:28
6/19/2019 7:53:27 AM	0:00:12
6/19/2019 7:54:43 AM	0:00:11
6/19/2019 7:56:20 AM	0:00:29
6/19/2019 7:56:54 AM	0:00:33
6/19/2019 7:57:44 AM	0:00:11
6/19/2019 7:58:29 AM	0:00:13
6/19/2019 7:58:55 AM	0:01:05
6/19/2019 8:58:57 AM	0:00:31
6/19/2019 9:00:14 AM	0:00:22
6/19/2019 9:01:29 AM	0:00:33
6/19/2019 9:02:10 AM	0:00:21
6/19/2019 9:02:55 AM	0:00:21
6/19/2019 9:03:30 AM	0:00:26
6/19/2019 9:56:19 AM	0:00:08
6/19/2019 9:56:39 AM	0:00:26
6/19/2019 9:57:25 AM	0:00:11
6/19/2019 9:57:53 AM	0:00:28
6/19/2019 9:58:37 AM	0:00:23
6/19/2019 10:54:59 AM	0:00:21
6/19/2019 10:55:31 AM	0:00:30
6/19/2019 11:53:52 AM	0:00:21
6/19/2019 11:54:24 AM	0:00:30
6/19/2019 11:55:06 AM	0:00:17
6/19/2019 12:54:36 PM	0:00:25
6/19/2019 12:55:18 PM	0:00:25
6/19/2019 1:20:34 PM	0:00:18
6/19/2019 1:21:12 PM	0:00:24
6/19/2019 1:21:53 PM	0:00:26
6/19/2019 1:22:24 PM	0:00:21
6/19/2019 1:23:20 PM	0:00:10
6/19/2019 1:23:36 PM	0:00:38
6/19/2019 1:25:08 PM	0:00:16
6/19/2019 1:25:35 PM	0:00:32
6/19/2019 1:26:12 PM	0:00:21
6/19/2019 1:53:27 PM	0:00:26
6/19/2019 1:53:58 PM	0:00:41
6/19/2019 1:54:53 PM	0:00:11
6/19/2019 2:53:10 PM	0:00:22
6/19/2019 2:53:43 PM	0:00:16
6/19/2019 2:54:18 PM	0:00:23
6/19/2019 2:54:50 PM	0:00:36
6/19/2019 2:56:21 PM	0:00:14
6/19/2019 2:56:52 PM	0:00:28
6/19/2019 2:58:04 PM	0:00:25
---------------------------------------
6/19/2019 6:26:24 PM	Log End
Monitor Duration	23:37:50
Failure Summary:
	Count		65
	Total Downtime	0:24:20
	% Downtime	1.72
	Minimum Length	0:00:07
	Maximum Length	0:01:05
	Average Length	0:00:22
=======================================

Before updating firmwares I would have .5 - .7%  downtime logged via several minor outages throught the day. Now I'm up to 1.72% with 65 total outages.

I've posted router log here (which I had to copy/paste direct from the firmware because like I stated before, since updating the download logs button is missing from the admin page as well)

The times seem to indicate that the router isn't gracefully handeling the dos protection and causing the internet go out.
Still think I should contact support and that this might be a hardware issue?

For the record the onlything I've done since reset is...

  • Set up wifi
  • disable QOS (because it throttles the crap out of my internet and I don't care enough to figure out how to set it up properly)
  • change to use 1.1.1.1/1.0.0.1 as my DNS.
Model: XR500|Nighthawk Pro Gaming Router
Message 10 of 29
Netduma_Alex
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Perhaps this is an error between the modem and the router? What kind of modem are you using?

Message 11 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

It's the modem provided by my ISP (Spectrum)

ShareX_voNnySKbS4.png

Message 12 of 29
Netduma_Alex
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Could I have the model number of the modem? There appears to be several modems that Spectrum might give you. I can't see the picture you've attached.

Message 13 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

System:ARRIS DOCSIS 3.0 / PC 1.5 Touchstone Telephony Modem
HW_REV: 1
VENDOR: ARRIS Group, Inc.
BOOTR: 2.2.0.45
SW_REV: 9.1.103J6J
MODEL: TM1602AP2
Firmware Name:TS0901103J6J_031517_1602.TM
Firmware Build Time:Wed Mar 15 16:01:46 EDT 2017
Message 14 of 29
Netduma-Fraser
NetDuma Partner

Re: Router Dropping Internet Connection XR500

This appears to be one of the modems with the puma 6 chipset issue. I am unsure if your model has been patched by firmware or not but I would suggest you see if you can update or see if you can test using a new modem with the router to double check.
Message 15 of 29
JeraldLum
Aspirant

Re: Router Dropping Internet Connection XR500

Factory reset it, I did that but first before u do that backup your settings. Thats how it fixed for me
Message 16 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

Okay, I'll contact my isp support and they can indicate that I want to swap to a different modem at their store.
Message 17 of 29
JeraldLum
Aspirant

Re: Router Dropping Internet Connection XR500

The same issue is happening again with the random drops, I am upated to the latest firmware
v2.3.2.40-C424A
Model: XR500|Nighthawk Pro Gaming Router
Message 18 of 29
Netduma-Fraser
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Has it happened exactly a week after it was last working by any chance? Have you tried any of the other workarounds such as disabling instant on/standby modes on consoles or using a switch for LAN devices to see if that resolves it?
Message 19 of 29
Archov
Star

Re: Router Dropping Internet Connection XR500

Last Saturday I purchased a new router (linksys because I wanted to ensure that there could be no doubt that it wasn't an issue in the netgear firmware code), which seemed like it fixed the issue, because it was running fine for the first 12 or so hours, but then the problem returned overnight and I woke up to 27 outages while I had been asleep.

So Sunday I purchased a new modem, because it just doesn't work with my schedule and the location of the spectrum store to go pick up a replacement modem, and since installing the new modem, between 6/23/2019 2:22:33 PM and now, I have logged one outage that lasted for just 7 seconds (that did happen while the router logs indicated a DOS attack) but i'm okay with 7 seconds of downtime once a week, but not once an hour (and before the outages were always way longer than 7 seconds too).

tl;dr it was my modem's fault, not the router. Suckit Specturm.

Message 20 of 29
Netduma-Fraser
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Well done on finding the cause and thanks for posting the solution!
Message 21 of 29
JeraldLum
Aspirant

Re: Router Dropping Internet Connection XR500

So the modem is the problem?
Message 22 of 29
JeraldLum
Aspirant

Re: Router Dropping Internet Connection XR500

Oh and why did my upload speed decrease badly, on my modem/router i got from xfinity i used to get like 400+ down and 45 up now i get like 400+ down and 5 up
Message 23 of 29
Netduma_Alex
NetDuma Partner

Re: Router Dropping Internet Connection XR500

Oh whoops it looks like your thread kind of got hijacked.

 

It's strange that your upload speed would change so much but your download would stay the same.

 

It's entirely possible that your ISP is responsible though.

Message 24 of 29
FURRYe38
Guru

Re: Router Dropping Internet Connection XR500

Review this site for Intel Puma chip set problems:

http://www.badmodems.com


@Archov wrote:
System: ARRIS DOCSIS 3.0 / PC 1.5 Touchstone Telephony Modem
HW_REV: 1
VENDOR: ARRIS Group, Inc.
BOOTR: 2.2.0.45
SW_REV: 9.1.103J6J
MODEL: TM1602AP2 Firmware Name: TS0901103J6J_031517_1602.TM Firmware Build Time: Wed Mar 15 16:01:46 EDT 2017

 

Message 25 of 29
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