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XR500 frequently drops internet connections

JordyJ
Aspirant

XR500 frequently drops internet connections

Hey All,

 

I am currently experiencing an issue with my new XR500, As the title says my connection disconnects for about 3-10 seconds from time to time throughout the day. As well as the lights on my router constantly blinking, I am aware that they indicate if there is traffic on our network but, After trying multiple solutions from this forum I wasn't able to solve that issue either.

 

I am using a wired connection (Cat6)

Thanks in advance!

Model: XR500|Nighthawk Pro Gaming Router
Message 1 of 14
Netduma_Alex
NetDuma Partner

Re: XR500 frequently drops internet connections

What is the XR500 connected to upstream? An ISP router, a modem, or straight into the wall?

Message 2 of 14
JordyJ
Aspirant

Re: XR500 frequently drops internet connections

It's connected to a modem from my ISP

Message 3 of 14
Netduma_Alex
NetDuma Partner

Re: XR500 frequently drops internet connections

What kind of modem is it? Is it purely a modem or does it work as a router? I'm trying to figure out if it could be doing any traffic management on it's own which might be interfering with DumaOS.

Message 4 of 14
JordyJ
Aspirant

Re: XR500 frequently drops internet connections

Model is a Arris CM3200 And its purely a modem

Message 5 of 14
Netduma-Fraser
NetDuma Partner

Re: XR500 frequently drops internet connections

What XR500 firmware are you on? When did it start happening? Does it affect all devices both wired & wireless?
Message 6 of 14
JordyJ
Aspirant

Re: XR500 frequently drops internet connections

My firmware version is V2.3.2.56. It can happen during anytime of the day to any wired and wireless devices

Message 7 of 14
FURRYe38
Guru

Re: XR500 frequently drops internet connections

Might try reverting back to either v40 or v32 FW and see it this still happens. Factory reset the XR router and setup from scratch after downgrading. 

 

Power OFF the ISP Modem for 30 seconds then back on. After the XR router is reset, walk thru the setup wizard. 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.3.5(Router mode/LAG Disabled) & EX7700x2
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, CBR750, RBK953(v6.0.3.68) & XR450(v130), RBK853 v4.6.3.16(AP) & RBK752 v4.6.5.14, RBK50(v22), SXR30(v110), R7000(v34), R7800(v84), R7960P(v82), EX7500/EX7700, and WNHDE111
Message 8 of 14
Netduma-Fraser
NetDuma Partner

Re: XR500 frequently drops internet connections

Please try the above. When did the issue first start happening?
Message 9 of 14
JordyJ
Aspirant

Re: XR500 frequently drops internet connections

Issue began when I recieved my XR500 (September 1st). 

 

FW V40 didn't fix my issue either, Haven't tested V32 yet. 

Message 10 of 14
Netduma-Fraser
NetDuma Partner

Re: XR500 frequently drops internet connections

Okay test .32, if that doesn't work you may want to try and get a replacement router as it may be a hardware fault.
Message 11 of 14
JordyJ
Aspirant

Re: XR500 frequently drops internet connections

Update: Didn't disconnect all night with V32 but lights were still blinking, Not entirely sure if this impacts anything but I thought it could be helpful for diagnosing.

Message 12 of 14
FURRYe38
Guru

Re: XR500 frequently drops internet connections

Which lights are blinking are you referring too? The internet LED? It should mostly blink all the time. 

My Setup (Cable 1Gbps/50Mbps)>CAX80 v2.1.3.5(Router mode/LAG Disabled) & EX7700x2
Additional NG HW: C7800/CM1100/CM1200CM2000, Orbi CBK40, CBR750, RBK953(v6.0.3.68) & XR450(v130), RBK853 v4.6.3.16(AP) & RBK752 v4.6.5.14, RBK50(v22), SXR30(v110), R7000(v34), R7800(v84), R7960P(v82), EX7500/EX7700, and WNHDE111
Message 13 of 14
Netduma-Fraser
NetDuma Partner

Re: XR500 frequently drops internet connections

As above, they should blink to indicate data/packets are being transferred so will happen a lot.
Message 14 of 14
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