R9000 dropping all networks or randomly reboots

[Boulda]

I presume the debug report survives reboots.

[ElaineM]

Yes, you'll see that there's an option "Start Debug Log Capture when boot up".

[Boulda]

---

@ElaineM wrote:

Yes, you'll see that there's an option "Start Debug Log Capture when boot up".

---

But haven't we missed the boat by then? We want to see the log from before bootup to see what caused the reboot?

From the other logs I looked at, they were wiped at reboot time.

[Mighty_Putty]

ElaineM, thank you for being so responsive to this issue.  It is most definitely appreciated!

This condition is consistently reproducible  NetGear's R&D group or lab engineers should easily be able to replicate it.  Alternatively, is there a public NG ftp site where logs can be uploaded to? 

Thanks again.

[ElaineM]

@Boulda It should still capture whatever happened. 

@Mighty_Putty  You may be right, it could be reproducible, however, it is best to get actual logs from you guys in order to see the real environment. 

At this time, we do not have any FTP site though you can always upload it through any file sharing site and send the link to me. 

We, thank you as well for sharing valuable information in resolving this concern . This is a great opportunity for us to help improve the brand. 

[AdamMcD94]

Debug Log sent

[Boulda]

here shoul be my 2 logs.

1st one it rebooted about 5:15am in the middle of the F1 GP.

2nd one was saved just after the next reboot

https://1drv.ms/f/s!AjC-IRbdaQRk1lurytmwILdEZI2-

[ElaineM]

@Boulda Thank you for the link. I will forward this to our engineering team and will provide feedback as soon as I get a response.

[Velcnet]

Hi @ElaineM,

I had the same issue before QoS disabled. Please let me know if you need additional log from me.

Also, please let me know if I can help with logs or in any other ways with another issues (please see my topic with some non-critical issues described: https://community.netgear.com/t5/Nighthawk-WiFi-Routers/Nighthawk-x10-two-questions/m-p/1306511/high...)

Thanks.

[DanBlackaz]

Hi Everyone / Netgear Support,

I have just bought a Netgear R900 and it upgraded to Firmware Version: v1.0.2.32 during installation. I enabled the Dynamic QoS feature and I have began to see restarts randomly on the Router. I have reflashed the Firmware with the same issue occuring. I have also checked the debug.htm page and enabled the Debugging feature as the logs were clearing on reboot. I have disabled Dynamic QoS in the meantime though as I need the router running normally.

It's a shame as it is a really solid Router but appears a small glitch is letting it down. I also looked at the temperatures on the debug.htm page but they are all within normal parameters - I was slightly concerned when I saw a cooling fan on top of the device which wasn't turning but then checked online and that is the default behaviour when the temperature is cooler - the fan only comes on when the device heats up.

Netgear Support: If you want me to enable Dynamic QoS so I can also send you debug logs, please let me know. Could you also let us know the status of your resolution of this issue as I'd ideally like to enable Dynamic QoS again in the future when the bug is fixed.

Thanks 🙂

[rblaes_99]

Same issue for me. QOS enabled = random connection loss. QOS disabled= no issues. Sadly I returned my ASUS GT-AC5300 because the QOS and firmware were so buggy and jumped over to the netgear flagship only to discover the same issue.

[ElaineM]

Standby for the next official firmware release. I do not have any ETA but we have one on the way.

[Velcnet]

Thanks for update, @ElaineM!

What other features can we expect in new version?

[DrunkMonk74]

Looking forward to the release of that new Firmware which hopefully should mean QoS is usable.

[ElaineM]

The firmware version 1.0.2.40 is already out.

Feel free to upgrade your firmware and let us know any feedback.

[rblaes_99]

---

Sadly, QOS issues still remain in 1.0.2.40.  It works fine but every hour or so it randomly drops the network.  This includes wired and wireless clients.

---

[Velcnet]

Updated firmware 23 hours ago. No drops or router rebooting till now.

Did the following:

1. Updated FW.

2. Did factory reset.

3. Setup router.

4. Reboot it.

Some issues still exist: unable to enable remote access from mobile app, only router reboot helped.

Still receiving [internet connected] every 10 minutes.

But, Dymanic QoS looks like woring and to router rebooting so far.

[DrunkMonk74]

Can confirm that I've updated to the latest FW, (1.0.2.40) and although QoS works well it still causes random drops of both wired and wireless connectivity.

[Boulda]

---

@DrunkMonk74 wrote:
Can confirm that I've updated to the latest FW, (1.0.2.40) and although QoS works well it still causes random drops of both wired and wireless connectivity.

---

Reading the comments and looking at the firmware notes doesn't look like I will bother with the upgrade at this stage.

[ModdjobZ]

I have the same problem router drops connections multiple times per day but I have to reboot it for internet to come back.  I contacted Netgear customer support and they said they would send me a new router after I sent my receipt to their email.  I've sent this receipt 2 weeks ago have not received an email stating a replacement is on the way...  Today I contacted customer support they said I needed to resend the reciept oh wait there it is they say then ok you'll get an email follow the insturctions and you will get the new one...  No email i then have him repeat my email they sent to and it's one digit off?!?  Click he hangs up!?!  Netgear customer support is worse than Comcast's...

[ModdjobZ]

Turns out the Netgear Rep's first language isn't English we got teh email address fixed and now my unit is supposed to be enroute.  Experiences like this make me wonder if they have Spanish speaking Indians in sweat shops somewhere in Pakistan doing customer support for Mexican-American Netgear customers...

[ModdjobZ]

Yep they'll send me a new one after I pay to ship my broken unit in and wait another 2 weeks, I don't even like internet or anything screw it let's go burn money...

[ModdjobZ]

-_-

[bbaraniec]

Unfortunately I'm seeing same problem. At the beginning it was only if the router was longer powered off. This is just short snip of today's adventures:

[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:32:14
[Internet disconnected] Sunday, September 10, 2017 14:31:59
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:31:04
[Internet disconnected] Sunday, September 10, 2017 14:30:54
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:29:50
[Internet disconnected] Sunday, September 10, 2017 14:29:40
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:27:58
[Internet disconnected] Sunday, September 10, 2017 14:27:50
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:27:43
[Internet disconnected] Sunday, September 10, 2017 14:27:33
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:26:59
[Internet disconnected] Sunday, September 10, 2017 14:26:54
[Internet disconnected] Sunday, September 10, 2017 14:26:50
[Internet disconnected] Sunday, September 10, 2017 14:26:43
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 14:19:02
[Internet disconnected] Sunday, September 10, 2017 14:18:53
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:56:41
[Internet disconnected] Sunday, September 10, 2017 13:56:30
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:48:08
[Internet disconnected] Sunday, September 10, 2017 13:48:02
[Internet disconnected] Sunday, September 10, 2017 13:47:52
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:43:40
[Internet disconnected] Sunday, September 10, 2017 13:43:29
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:42:50
[Internet disconnected] Sunday, September 10, 2017 13:42:40
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:42:17
[Internet disconnected] Sunday, September 10, 2017 13:42:07
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:08:45
[Internet connected] IP address: 192.168.100.10, Sunday, September 10, 2017 13:08:11
[Internet disconnected] Sunday, September 10, 2017 13:07:27
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 13:02:20
[Internet disconnected] Sunday, September 10, 2017 13:02:10
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:55:28
[Internet disconnected] Sunday, September 10, 2017 12:55:17
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:55:11
[Internet disconnected] Sunday, September 10, 2017 12:54:59
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:54:47
[Internet disconnected] Sunday, September 10, 2017 12:54:41
[Internet disconnected] Sunday, September 10, 2017 12:54:36
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:27:07
[Internet disconnected] Sunday, September 10, 2017 12:26:56
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:23:27
[Internet disconnected] Sunday, September 10, 2017 12:23:06
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:19:39
[Internet disconnected] Sunday, September 10, 2017 12:19:19
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:18:40
[Internet disconnected] Sunday, September 10, 2017 12:18:29
[Internet disconnected] Sunday, September 10, 2017 12:18:18
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:15:04
[Internet disconnected] Sunday, September 10, 2017 12:14:49
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:07:56
[Internet disconnected] Sunday, September 10, 2017 12:07:41
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:07:30
[Internet disconnected] Sunday, September 10, 2017 12:07:17
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 12:05:05
[Internet disconnected] Sunday, September 10, 2017 12:04:47
[Internet disconnected] Sunday, September 10, 2017 12:04:41
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 10:36:32
[Internet disconnected] Sunday, September 10, 2017 10:36:18
[Internet connected] IP address: xxx.xxx.xxx.xxx, Sunday, September 10, 2017 10:35:16
[Internet connected] IP address: 192.168.100.10, Sunday, September 10, 2017 10:34:27
[Internet disconnected] Sunday, September 10, 2017 10:33:55

[ElaineM]

@bbaraniec I suggest that you contact support and log a case to determine if it's a faulty hardware.

Support will provide an RMA for this if it's proven to be defective.