XR500 disconnects from cablemodem multiple times per day
Every morning when I wake up, and once or twice additionally throughout the day, the router loses connection to the cablemodem. I have both wifi and cat5/6 devices connected. All can still access the network (both wifi and hardwire), but not the internet. If I look at the cablemodem lights, the internet is showing up and ready, but on the XR500, I have the orange internet light. I can still access the router admin page (again using either wifi or hardwired connection), and sure enough, it shows that the internet is disconnected.
To fix it, I just have to momentarily unplug the lan cable between the cablemodem and router. Internet is restored in about 5 seconds.
For troubleshooting, I've done the following:
1 - made sure cable modem and router are running latest firmware.
2 - restore to factory the XR500.
3 - left all unplugged for about 15 minutes, then plugged in cablemodem, then plugged in router after internet was up.
Everything comes up fine, then the connection loss starts up within 4-8 hours.
Also as part of troubleshooting, I've tried swapping out 2 other older, crappier routers in place of the XR500. Both work just fine. Neither one has had a single connection loss. I tried a super old Linksys WRT54 (? I think) for 3 days, and I am currently using a D-Link DIR 825 that's been up with ZERO drops for 4 days. No drops, but I have crap WiFI range / speed, no QOS etc. Hence why I bought the XR500...
Almost forgot, I have a PS4 Pro and a PS4 connected via LAN cable. First I made sure they can't auto update at night, that didn't prevent disconnects. Then I just unplugged the LAN cable completely AND turned them fully off (weren't used for about 4 days), and again, the disconnects kept right on happening, same frequency.
I spent a while on the phone with tech support, and am now awaiting a call back tonight... I've seen lots of other folks with this similar problem, but haven't seen any fixes other than the ones I tried above. Seems like I probably have a bad router, but if anyone has any ideas, please let me know.
Thanks!
Network info:
Cox cable, 100MB connection, using Arris SB6190. Latest firmware via Cox.
XR500 running 2.3.2.40.
Netgear 24 port unmanaged switch (I actually removed the switch from the network and went down to 4 connected LAN devices to see if the switch was causing disconnects. The disconnects still happened with same frequency with switch in the network or removed from network).
Re: XR500 disconnects from cablemodem multiple times per day
Ok thanks for the suggestion. I just reverted to the .32 firmware and put the XR500 back in service. I'll let you know in the next few days how it's going.
Every morning when I wake up, and once or twice additionally throughout the day, the router loses connection to the cablemodem. I have both wifi and cat5/6 devices connected. All can still access the network (both wifi and hardwire), but not the internet. If I look at the cablemodem lights, the internet is showing up and ready, but on the XR500, I have the orange internet light. I can still access the router admin page (again using either wifi or hardwired connection), and sure enough, it shows that the internet is disconnected.
To fix it, I just have to momentarily unplug the lan cable between the cablemodem and router. Internet is restored in about 5 seconds.
For troubleshooting, I've done the following:
1 - made sure cable modem and router are running latest firmware.
2 - restore to factory the XR500.
3 - left all unplugged for about 15 minutes, then plugged in cablemodem, then plugged in router after internet was up.
Everything comes up fine, then the connection loss starts up within 4-8 hours.
Also as part of troubleshooting, I've tried swapping out 2 other older, crappier routers in place of the XR500. Both work just fine. Neither one has had a single connection loss. I tried a super old Linksys WRT54 (? I think) for 3 days, and I am currently using a D-Link DIR 825 that's been up with ZERO drops for 4 days. No drops, but I have crap WiFI range / speed, no QOS etc. Hence why I bought the XR500...
Almost forgot, I have a PS4 Pro and a PS4 connected via LAN cable. First I made sure they can't auto update at night, that didn't prevent disconnects. Then I just unplugged the LAN cable completely AND turned them fully off (weren't used for about 4 days), and again, the disconnects kept right on happening, same frequency.
I spent a while on the phone with tech support, and am now awaiting a call back tonight... I've seen lots of other folks with this similar problem, but haven't seen any fixes other than the ones I tried above. Seems like I probably have a bad router, but if anyone has any ideas, please let me know.
Thanks!
Network info:
Cox cable, 100MB connection, using Arris SB6190. Latest firmware via Cox.
XR500 running 2.3.2.40.
Netgear 24 port unmanaged switch (I actually removed the switch from the network and went down to 4 connected LAN devices to see if the switch was causing disconnects. The disconnects still happened with same frequency with switch in the network or removed from network).
My Setup (Cable 200Mb/10Mb)>C7800(Modem Mode)>XR450 w/2xEX7700s Additional NG HW: CM1100/1200, Orbi CBK40(Gateway Mode), R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Re: XR500 disconnects from cablemodem multiple times per day
I'm not sure unfortunately. It could be something to do with the switch inside the router. NETGEAR will probably be keen to get a debug firmware over to you to test. Would you be happy to work with them to find out the cause? No problem if not.
Re: XR500 disconnects from cablemodem multiple times per day
Yeah, thanks, I noticed that as well during the whole troubleshooting process. I ran the dslreports puma test, and did not get any red boxes or indication anything was wrong. Not sure if that test is fool proof or not though.
Re: XR500 disconnects from cablemodem multiple times per day
Ok so bad news, the disconnects have started up again. Two so far, first one happened last night sometime, and again this morning. Like before, just unplugged LAN cable between modem and router, plugged in, and it worked immediately.
So if there's a test firmware or something I'm happy to try it. I'm all out of ideas...
Re: XR500 disconnects from cablemodem multiple times per day
I spoke to the level 2 tech, so far, only thing they had me change was the MTU setting. I'll report back with disconnect status though. Still running .32 firmware.
Re: XR500 disconnects from cablemodem multiple times per day
Try downgrading to Version 2.3.2.22 or Version 2.2.1.10?
@Aaarrgh wrote: I spoke to the level 2 tech, so far, only thing they had me change was the MTU setting. I'll report back with disconnect status though. Still running .32 firmware.
My Setup (Cable 200Mb/10Mb)>C7800(Modem Mode)>XR450 w/2xEX7700s Additional NG HW: CM1100/1200, Orbi CBK40(Gateway Mode), R7800, R7960P, EX7500/EX7700, XR450 and WNHDE111
Re: XR500 disconnects from cablemodem multiple times per day
Well, the disconnects are still happening.
Furry - yes I did try my old router for a while. It works fine, with no disconnects. The problem with continuing to use it is that the wifi range is absolutely terrible in comparison to the XR500. The old router is a Dlink 815 or 825 or something along those lines.
One other thing I noticed about the issue: if I go to Monitoring -> Statistics in DumaOS, I can see that the system uptime correlates to the latest disconnect. Again even while the internet is disconnected, I can still get to the router config page. I won't have any internet, but if I go to the monitoring page as described above, i can see exactly when the disconnect happened by looking at the system uptime. So it almost seems like some sort of router crash may be causing the disconnects, and the router cannot automatically recover the internet connection.
