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Orbi WiFi 7 RBE973

I'm getting freezing

Retired_Member
Not applicable

I'm getting freezing

Hi all,

Bought this router on the 4th Jan, using Christmas money. At first everything was good, great range and speed then after 4 days it all went wrong.

I'm getting freezing on Firmware 1.2.9.52 weekly, last time the CPU was at 77% and all connections lost internet and logging in via ethernet on 192.168.1.1 was possible but very very slow.

I can reboot and it works great for days then freezes.

 

Does anyone know how to be involved in Beta firmware testing to fix this?

 

David

 

Message 1 of 13

Accepted Solutions
Retired_Member
Not applicable

Re: I'm getting freezing

Done the reset and powered down.

Did the setup using a web browser- this is the first time not using the App

Armor, Access Controls and Traffic Meter all off.

 

Lets see how it goes, will report back...

 

 

View solution in original post

Message 9 of 13

All Replies
FURRYe38
Guru

Re: I'm getting freezing

I'd open up a support ticket and let NG know what your seeing. 

https://my.netgear.com/support/contact.aspx
https://www.netgear.com/support/contact.aspx
Then clicking on "Get answers about NETGEAR products before I buy" then clicking on "Networking for Home" then "Chat with us".

 

Give how many days are seen before the router freezes. 

How many devices are online.

ISP equipment.

Wireless configuration. 

Any factory resets and setup from scratch after you updated FW. 

Have them help you enable debugging logs on the router as well and capture this. 

 

There was already a beta FW that NG put forth over a year ago that we asked for and resolved this router causing it to hang and freeze. I would have presumed that would have been in this new version. Mine got to 12+ days of uptime and haven't seen any freezes. Though I do notice that the CPU usage seems higher than it should be. 


Can you take a look on your routers web page to see if something call Protection Engine is seen maybe under the Advanced Tab and menus listed here? 

Message 2 of 13
Retired_Member
Not applicable

Re: I'm getting freezing

Thanks for helping.

I have raised a ticked but they want me to call. I have issues using the telephone.

I would like to contact support via e-mail if possible but need a contact.

 

David

 

Message 3 of 13
FURRYe38
Guru

Re: I'm getting freezing

Mention that in the support ticket. Ask for someone to contact you via email.

Message 4 of 13
Retired_Member
Not applicable

Re: I'm getting freezing

Support has got back via message with initial instructions as requested 👍

David

 

Message 5 of 13
FURRYe38
Guru

Re: I'm getting freezing

Is there any troubleshooting info they asked you to try?

 

Message 6 of 13
Retired_Member
Not applicable

Re: I'm getting freezing

I have already done a reset via the reset button on the back, but I will follow this to the letter.

 

snip>

1. At the back of your router, locate the Restore Factory Settings or Reset button.

2. Now, Using a paper clip or similar object, press and hold the Restore Factory Settings or Reset button for about 60 seconds. Until the power LED starts blinking.

3. Once the 60 seconds reset is done, unplug your router from electrical outlet wait 40 seconds then plug it back.

snip>

 

60 seconds on the reset button seems excessive, I wonder do they mean power down after the 60 seconds on the reset button or wait for it to boot up then power down?

 

 

 

 

Message 7 of 13
FURRYe38
Guru

Re: I'm getting freezing

Ya, that seems like there trying to have you do a 30-30-30 reset on the router which in last case resort issues, can help bring a router back into operation. I would not think and don't think this would be helpful, however, I guess it wouldn't hurt to try. I guess try there method or try the 30-30-30 reset method. I guess if thats what they are asking, give it a go. Hoping someone knows more about this than we do. 

 

After the router is back to ready, setup from scratch using the web a web browser:

https://kb.netgear.com/22697/How-do-I-install-my-NETGEAR-router-using-the-router-web-interface

 

I recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-rout...

 

Be sure to not enable Armor, Access Controls, SPC or Traffic Meter afterwards. 


Setup WiFi for your needs.

 

Then lets monitor and see if this happens again.

Message 8 of 13
Retired_Member
Not applicable

Re: I'm getting freezing

Done the reset and powered down.

Did the setup using a web browser- this is the first time not using the App

Armor, Access Controls and Traffic Meter all off.

 

Lets see how it goes, will report back...

 

 

Message 9 of 13
FURRYe38
Guru

Re: I'm getting freezing

👍

 

Keep an eye on the CPU uasage value when you have time to take a peek.

Message 10 of 13
Retired_Member
Not applicable

Re: I'm getting freezing

CPU Load
9.60591%
Memory Usage(Used/Total)
377MB/869MB
Flash Usage(Used/Total)
233MB/512MB
Uptime
6 hrs
Message 11 of 13
FURRYe38
Guru

Re: I'm getting freezing

Good data point. 

Unless lots of devices are all online and doing lots of streaming or theres lots of downloading or uploading, I would presume and hope the CPU should keep in the single digit range. I put my RAX120 online yesterday in router mode and noticed the CPU usage with just one wired PC CPU was up at 37%. After being online for about 13 minutes, the CPU is now down to a single digit: CPU Load 4.92611%
Memory Usage(Used/Total) 342MB/869MB
Flash Usage(Used/Total) 233MB/512MB
Network Session(Active/Total) 247/65536
System Uptime 00:13:18

 

Keep us posted on how it goes. Thank you.

 

Message 12 of 13
Retired_Member
Not applicable

Re: I'm getting freezing

All good now, thanks for the help.

Proper reset and disabling Armor has fixed the router. Didn’t change anything else.

I obviously didn’t do a proper reset after the FW update-this is essential guys.

 

Great speeds over the whole house, kids happy with that.

Router Information with 30 devices connected, but nothing demanding.

 

CPU Load

3.75%

Memory Usage(Used/Total)

375MB/869MB

Flash Usage(Used/Total)

233MB/512MB

 

 

 

Message 13 of 13
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