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Re: R7000 started disconnecting randomly 3-4 times everyday?

r7_raw
Aspirant

R7000 started disconnecting randomly 3-4 times everyday?

Basic Info:

Router: R7000

Firmware: V1.0.9.6_1.2.19

Router mode:DHCP: 5 reserved address

Connected device: 25-30 wired/wireless

Internet: Comcast 100/6Mbps

Modem: Motorola SURFboard SB6141  

Recently (last couple of days), I am seeing  R7000 disconnecting internet for 10-15 sec. I looked at the log, can see like the following at least 3-4 times in a day:

[Internet connected] IP address: xx.xxx.xx.xxxx, Monday, Jul 31,2017 21:31:52

[Internet disconnected] Monday, Jul 31,2017 21:31:48
[Internet disconnected] Monday, Jul 31,2017 21:30:58

 

There was no change in hardware or devices connecting to R7000. Could you plz recommend where should I start looking to solve the problem?

Thanks

 

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 1 of 39
JamesGL
Master

Re: R7000 started disconnecting randomly 3-4 times everyday?

Hi r7_raw,

 

Did it happen after the firmware update?

Try to reset the router to factory default and reconfigure manually.

Message 2 of 39
r7_raw
Aspirant

Re: R7000 started disconnecting randomly 3-4 times everyday?

I am not 100% sure if it was before or after the firmware update. Yes, I did factory default reset yesterday, now R7000 log reads no internet disconnection in last 24 hours. I will keep monitoring it and will post here.

Thanks

 

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 3 of 39
JamesGL
Master

Re: R7000 started disconnecting randomly 3-4 times everyday?

Hi r7_raw,

 

Provide us an update for any disconnection.

Message 4 of 39
r7_raw
Aspirant

Re: R7000 started disconnecting randomly 3-4 times everyday?

Update:

There was one disconnecton in last 24 hours[no power or internet outage]. Interestingly, same device's internet connection and disconnection message appears in the log, which my Ring Pro doorbell. See the  log:

 

[Time synchronized with NTP server] Wednesday, Aug 09,2017 11:48:43
[Internet connected] IP address: WAN ip, Wednesday, Aug 09,2017 11:48:42
[Internet disconnected] Wednesday, Aug 09,2017 11:48:37
[Internet connected] IP address: Ring doorbell local ip, Wednesday, Aug 09,2017 11:48:20
[Internet connected] IP address: Ring doorbell local ip,Wednesday, Aug 09,2017 11:48:00
[Internet disconnected] Wednesday, Aug 09,2017 11:47:57

Does it tell anything?

Thanks

 

Message 5 of 39
JamesGL
Master

Re: R7000 started disconnecting randomly 3-4 times everyday?

Hi r7_raw,

 

I think the only problem is with Ring doorbell. You can try changing channels of your wireless network.

Message 6 of 39
r7_raw
Aspirant

Re: R7000 started disconnecting randomly 3-4 times everyday?

Ok. I will try changing wireless network channels.

Message 7 of 39
BillyRx
Initiate

Re: R7000 started disconnecting randomly 3-4 times everyday?

Same problem here after firmware update to V 1.0.9.18   Roku and HP printer the biggest problem but all device disconnect.  I have had this router for a few years and after updates all of this started.

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 8 of 39
DarrenM
Sr. NETGEAR Moderator

Re: R7000 started disconnecting randomly 3-4 times everyday?

We understand that some customer may be experiencing difficulty remaining connected to the 2.4GHz band of their R7000 router.  NETGEAR is aware some customers are experiencing this.  We are continuing to investigate this to determine root cause and provide a solution.  However, from reviewing the information to date we have some general directions but need your assistance to find the absolute cause.  To that end, If you are experiencing this difficulty and are willing to work with NETGEAR to help troubleshoot the connection, we would like to work with you.

 

What to expect if you choose to work with NETGEAR may require some or all of the following:

  • NETGEAR will need to load software on you computer (Teamviewer)
  • The process could potentially than an hour or more
  • You will need to be in front of your computer for the duration of the testing
  • You will need to provide personal information such as name, phone number, etc.
  • Current firmware version
  • Other firmware versions tested
  • Hardware version
  • Detailed problem description
  • Can the issue be reproduced
  • Error messages or screenshots
  • Was the unit replaced
  • Network diagram/topology
  • Configuration files
  • Configuration’s LAN IP, username, and password
  • List of wireless devices connected to the 2.4GHz band
  • Description of Environment (e.g. – distances, floors, brick walls, etc.)
  • How often the disconnects happen
  • Have you tried connecting devices at a closer range (i.e 6 feet)?
  • Do all the devices on the band disconnect at the same time
  • Are you having disconnects on the 5GHz band
  • What wireless channels have you tried
  • Netstumbler/inSSIDer (iStumbler, if Mac OS X) screenshot(s) (MUST be included in all escalations): (file name) Screenshots should show all channels)
  • Packet captures (Wireshark) included: (file name) (should capture when issue happens)
  • When did issue start to occur? After 6months? After a firmware upgrade? Etc.
  • Is the device running hot?
  • Have you tried resetting the unit to factory default?

 

If you still interesting in working with us please fill out this form

https://app.smartsheet.com/b/form/1ef6d2778684471989adfe2e26eb3860

 If you prefer not to troubleshoot with us at the time, we will provide updates to this community conversation as they become available.

 

Thanks and we look forward to help resolving these difficulties for you and the entire NETGEAR community

Message 9 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

I have the same issue.  Some devices stay connected others just randomly get disconnected and cannot reconnect.  Roku TV, Apple Macbook, a printer etc.  I just reverted back to firmware 9.14 because as you said it was 2 -4 times daily i had to reboot the router.  I also did a factory reset on the router and updated all my settings manually with no success.  I hope they isolate the issue soon and put out a fix.

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 10 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

This is happening on both 2.4 and 5G networks on my device.

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 11 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

Just found out it is due to my Google home mini.

Sounds like Google is having issues with it's devices on WiFi networks.

Here is an article about it https://www.myce.com/news/confirmed-issue-google-cast-causes-temporarily-wifi-drops-around-world-834...
Message 12 of 39
Dubc
Aspirant

Re: R7000 started disconnecting randomly 3-4 times everyday?

I am having similar issues. Reboot of the router temporarily bandaids. I have no Google home mini on my network.
Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 13 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

Make sure you don't have the Google home app or any Chromecasts on the network. They are all dropping the WiFi
Message 14 of 39
BillyRx
Initiate

Re: R7000 started disconnecting randomly 3-4 times everyday?

Thanks JonnyJ  I don't have the mini but do have Google home.  I guess I could disconnect Google home and see if that stops issues.  Has Google sent a patch or update yet ?

Message 15 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

Not that I know of unfortunately. All that I have heard is they are aware and working to resolve the issue.
Message 16 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

Looks like a patch may be coming out tomorrow

https://support.google.com/chromecast/answer/7634752
Message 17 of 39
Kxtreme250
Aspirant

Re: R7000 started disconnecting randomly 3-4 times everyday?

I too am having to restart my router 3-4 times a day after the V1.0.9.18 firmware upgrade due to loss of connectivity. I telecommute and the issue is unacceptable. Is there a resolution forthcoming? If not, I will need to replace my router, it affects my work.
Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 18 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

If you have any Google home devices try disconnecting them and see if that resolves the issue along with the Google home app.
Message 19 of 39
achuriweb
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

i am having this issue as well. Mostly Internet disconnects around night. Sometimes it affects all the devices and other times it affects cell phones. This issue has definitely started after I installed the upgrade this Jan 2018 : V1.0.9.18_1.2.27. 

At the time it goes down, I don't have any google devices on the network so I don't this is related to google devices. Rebooting the Netgear modem makes it work.

 

Netgear please provide the fix.

Message 20 of 39
JamesGL
Master

Re: R7000 started disconnecting randomly 3-4 times everyday?

Message 21 of 39
JonnyJ3
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

I did but it still disconnected usually 1nce a day now though
Message 22 of 39
achuriweb
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

Thanks JamesGL,

 

I will try. surprisngly though in past few days the wifi has gone down only once. Its acting much better than earlier. But not sure why. I haven't done anything different.

 

I will try this hot fix and post my feedback later

Message 23 of 39
JamesGL
Master

Re: R7000 started disconnecting randomly 3-4 times everyday?

Hi JonnyJ3,

 

Do you have any Google Home device or Chromecast?

Message 24 of 39
achuriweb
Guide

Re: R7000 started disconnecting randomly 3-4 times everyday?

Hi JamesGL,

 

I applied the hotfix you had given. However the issue is not solved. In fact since then it has been almost every day I have to restart the modem.

Has there been any update on this?

 

 

Model: R7000|Nighthawk AC1900 Dual Band WiFi Router
Message 25 of 39
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