Orbi WiFi 7 RBE973

Re: Orbi pro in access point mode dropping RDP connections

nhinkle
Apprentice

Orbi pro in access point mode dropping RDP connections

I have just installed an Orbi Pro system in my house.  It is configured in access point mode with a Nighthawk R7000 acting as the gateway to the internet. The wifi on the r7000 is turned off.  I am using it as a gateway because it supports my OpenDNS.

 

The router is on the first floor and the satellite is on the far end of the second floor.  Blue ring indicator.

 

I have an Virtual server in the basement hard wired to the R7000.  My laptop is on the second floor directly over the Orbi Router and shows as connected to the Router.  When I establish a connection a VM on the virtual server, I get frequent connection drops (every 20 or thirty seconds).

 

I tried starting a support chat, but after 1/2 hour waiting on an agent, I gave up.

Model: Orbi Pro Tri-band WiFi System (SRK60) AC3000
Message 1 of 11

Accepted Solutions
nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

So, I opened a support case.  I was put on hold while being transfered to Orbi pro support.

 

After 40 minutes on hold, I started a chat with Amazon support.  Chat was online in less than a minute. In about 5 questions the Amazon rep determined the product was defective.  In another 2 I had an RMA and UPS pick up to return the product for full refund.  At that point, the Orbi pro support answered the line - barely intelligible Indian accent.  After ten questions he wants to remote into my network - that security breach isn't happening.

 

Solution to Orbi Pro problem = return for refund.

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Message 11 of 11

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nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

BTW, I updated the firmware to 2.1.4.16 before installing

Message 2 of 11
DaneA
NETGEAR Employee Retired

Re: Orbi pro in access point mode dropping RDP connections

Hi @nhinkle,

 

Kindly answer the questions below:

 

a. Is the problem only present on the laptop?  To isolate the problem, kindly try using other PC/laptop and observe.

b. Is the wireless connection just fine through the Orbi Pro router set as an Access Point on other wireless devices such as iPhone, Android mobile phone, etc? 

c. Have you factory reset the Orbi Pro router righ after updating the firmware?  If not, kindly factory reset the Orbi Pro router then configure it to Access Point mode from scratch.  Then, observe if the same problem will occur.

 

 

Regards,

 

DaneA

NETGEAR Community Team

Message 3 of 11
nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

A) all devices have problems, and not just RDP.  I have run ping tests and I get wide variablity in response time with about 8 percent packet loss.  I have tested this from a windows PC and an android tablet.  If I connect using wire to a lan port on the Orbi router, no packet loss or response time issues.

 

B) not good on other platforms either, they just cope better because the application isn't as sensitive to packet loss.  Roku's drop tv streams every once in a while.

 

C) I reset to factory defaults and reconfigured as access point.  This only made it worse.

 

I have tested with the satellite turned off. Problem still persists.

 

Message 4 of 11
DaneA
NETGEAR Employee Retired

Re: Orbi pro in access point mode dropping RDP connections

@nhinkle

 

Thank you for the feedback.  Kindly get the logs of the Orbi Pro devices.  Here are the steps below:

 

1. Make sure that both Orbi Pro router set to Access Point mode is on the latest firmware v2.1.4.16.

2. Access  http://IP-address-of-Orbi Pro/debug.htm (example: http://192.168.9.1/debug.htm) then click Start capture first. 

3. Be sure to save the logs after the issue occurred. 

4. Kindly provide a download link (such as Google Drive or Dropbox link) in order for me to obtain the logs when you reply back.  

 

 

Regards,

 

DaneA

NETGEAR Community Team

Message 5 of 11
nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

I do not use dropbox or google drive.

Message 6 of 11
nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

Decided not to be recalcitrant.  Here is a google drive link:

https://drive.google.com/file/d/1mVfRtCUgtmX1JdcZGnRFakdh4FjK_JHs/view?usp=sharing

 

 

Message 7 of 11
DaneA
NETGEAR Employee Retired

Re: Orbi pro in access point mode dropping RDP connections

@nhinkle,

 

I have already forwarded the debug logs to the higher tier of NETGEAR Support to be analyzed.  I will post an update here once I got a feedback. 

 

 

Regards,

 

DaneA

NETGEAR Community Team

Message 8 of 11
DaneA
NETGEAR Employee Retired

Re: Orbi pro in access point mode dropping RDP connections

@nhinkle,

 

I got a feedback from the higher tier of NETGEAR Support just a while ago.  As per the higher tier of NETGEAR Support, the engineering team tried to replicate your issue but so far have not seen the same issue as yours.

 

Kindly answer the questions below:

 

a. What tool did you use to remote control VM/RDP server?
b. How many clients (wired & wireless) in this environment? Kindly enumerate also the OS or iOS version or Android version of the devices.  For example: 2 iPhone X with iOS 11.4.1 and 2 PCs wired running Windows 7 Ultimate
c. Kindly provide floor plan. The main purpose of this is to setup similar topology as yours to replicate your concern.  Kindly post images or screenshots.  
d. What is the speed test result of your laptop/PC when the issue happens?  Kindly post screenshots of this. 

 

 

Regards,

 

DaneA
NETGEAR Community Team

Message 9 of 11
nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

Hi @DaneA

 

The deterioration of the capabilities of the Orbi Pro has gone way beyond just HyperV and remote desktop protocol (RDP).  Now my samsung galaxy s6 (Android 7) is reporting authentication errors and all our devices are dropping connections - 2 roku, Samsung S2 tablet (android 7), Dell windows 10 PC, HP Windows 10 PC.  The wifi is just completely unreliable.

 

Ping -t shows request timeouts frequently, for example:

 

C:\Users\nhinkle>ping 192.168.1.102 -t

Pinging 192.168.1.102 with 32 bytes of data
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Request timed out.
Request timed out.
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Request timed out.
Request timed out.
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Request timed out.
Request timed out.
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=3ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=2ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128
Reply from 192.168.1.102: bytes=32 time=1ms TTL=128

Ping statistics for 192.168.1.102:
Packets: Sent = 36, Received = 30, Lost = 6 (16% loss),
Approximate round trip times in milli-seconds:
Minimum = 1ms, Maximum = 3ms, Average = 1ms
Control-C
^C

 

This is constant, whether I have the Satellite on or off.  With the Satellite off, I still get this and the topology is: r7000 with wifi off and its' lan port one hard wired to the WAN port of the SRR60. 192.168.1.102 is a server on lan port 3 of the R7000.  In this configuration, the Wifi on the SRR60 just drops packets constantly but if I use a lan port on the back of the SRR60, I get no packet loss.  So I can have functional Wifi in my house, I have had to drop back to my original configuration where I was using an older R7000 as an access point.  I now have that old R7000 in the exact same place as the SRR60 and I swapped the cable over and ran Ping -t to that R7000 for 30 minutes with 0 packet loss. 

 

I don't see the point of doing a speed test as speed is not the issue.  When the issue happens, there is no speed as the connection is dropped.

 

Message 10 of 11
nhinkle
Apprentice

Re: Orbi pro in access point mode dropping RDP connections

So, I opened a support case.  I was put on hold while being transfered to Orbi pro support.

 

After 40 minutes on hold, I started a chat with Amazon support.  Chat was online in less than a minute. In about 5 questions the Amazon rep determined the product was defective.  In another 2 I had an RMA and UPS pick up to return the product for full refund.  At that point, the Orbi pro support answered the line - barely intelligible Indian accent.  After ten questions he wants to remote into my network - that security breach isn't happening.

 

Solution to Orbi Pro problem = return for refund.

Message 11 of 11
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