RBE971 randomly rebooting daily. Sometimes it will reboot and come back on line after 2-3 minutes of disruption - other times the wireless for router & 2 satellites completely shuts off and must be rebooted to restore service.
Looking for suggestions to troubleshoot & fix. Logs do not appear to be capturing whatever is triggering the problem. Is there a way to improve logging to capture what's causing the issue?
There was nothing in the Release Notes about this specific problem. However, when people attempt to investigate issues, they commonly want to work with the most recent release and updating firmware is usually the "first step".
In some specific cases, the most recent firmware has been found suspect by members of the forum and the common recommendation is to "go back". With this release coming out so recently and fewer forum members using the 971 platform, you may get to be one of the first to experience it.
Does the front LED on the RBR turn PINK or RED when this happens?
What does the WAN port uptime connection show along with the LAN and Wireless backhaul show on the RBRs web page under the Advanced tab/Show Stats, then compare to the system uptime seen on the RBRs debug page at router IP address/debug.htm? Checking to see if the RBR is fully rebooting here or something on the WAN port is causing a problem.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.
RBE971 randomly rebooting daily. Sometimes it will reboot and come back on line after 2-3 minutes of disruption - other times the wireless for router & 2 satellites completely shuts off and must be rebooted to restore service.
Looking for suggestions to troubleshoot & fix. Logs do not appear to be capturing whatever is triggering the problem. Is there a way to improve logging to capture what's causing the issue?
LED on RBE971 flashes white when this happens - boot cycle.
WAN port uptime stats show as if the router had been hard-booted - counters have been reset. logs showing INIT messages. System uptime is only a few seconds or minute when you can get in to check logs.
The fiber bodem is Spectrum - SONUV1H.
Cables have been replaced with new "Cat 8" cables recently purchased.
Curious - on the question for the fiber modem - are there situations where that would cause the ORBI to reboot? I would not have expected that. I could see the ORBI going to the purple color status if the fiber modem freaks out or reboots. But should we expect the ORBI to stay running through an event like that?
Appreciate the suggestion about code issues (memory & CPU) - reaching out with a formal case to warranty support.
Network topology is simply the fiber modem connected via cable to the RBE - then 2 satellites connected wirelessly to the router.
End points range from iphones, ipads, mac pro, macbooks, thermostats, washer, dryer, printer, ring cameras & doorbell, simplisafe, Nintendo switch(es), apple TVs, garage door opener... about 29-30 total most times of the day
Sounds like a suggestion is to unplug the satellites and see if things change?
There's a formal case with Netgear Support for my issue now. Agent has had me try a few things - including full reset back to factory defaults.... has not changed the behavior. Still doing unexpected reboots. We got up to 2 per day for a few days... usually daily or every other day.
Currently they had me turn on debug logs on router & both satellites, now we wait for the next event and ship them the logs.
If it's helpful to have another example to draw from I'm happy to contribute. Is the switch to enable debug logging exposed in the standard UI? Did enabling the debug logging degrade your performance?
I've notice this as sporadic after I upgraded to the previous firmware around the holidays. I've casually been looking for a possible root cause or pattern.
@ charcast , @jdharrisonsouth , Gentleman, over the past year I’ve worked with NG on several RBE971 issues, several involved beta software and capturing logs for them. None of my efforts were related to Wired backhaul reboots on RBE971/970 that my system has done multiple times in one week.
I’ve been operating the WiFi 7 quad band mesh node system with wired backhaul since April 2024. Until the last month, I’ve had RBE issues like most of us in the Community, but never an issue with my wired backhaul. Since the Orbi App has basically become (more) useless in the last month or so, I attribute this “recent” backhaul issue to NG’s Orbi Cloud storage/admin/support/usage/processing/etc that started very closely to the degradation of the App.
I do realize their are other option for accessing the RBE970/971 admin tools and I have accessed the web gui via my iPhone but I can’t read the small print, or navigate sideways on those huge, shrunken pages in the gui. If I had another option (pc maybe??), the gui print/navigation would most likely be easier, but my 1957 windows pc left the building when I retired in 2011 and I’m not going back!
I’m old and have issues trying to do new things, but the last debug file I created was rather large (I don’t remember the NG server limit size for their “internal” debug file submission system, but my file was 2Mb or something relatively small over the limit)
NG never warned me about their “out-of-network file size limit. I tried multiple times to submit the debug file, thinking I was doing the process incorrectly. I finally used the NG Case tracking system to post a submission on that Case# advising NG Level 3(?) of my file submission issue.
I was promptly advised by NG to install/learn some external process whereby I was supposed to post a file somewhere/somewhere in a location I created and then send NG a link (a password, a key, or something??) they would use to retrieve it. That ended my NG helpfulness as I didn’t have time nor the inclination to try (with my limited and diminished memory resources) and understand, install, create, and submit a file NG ask me to create to help them with an issue. That issue related to “slow upload speed results” provided by Ookla (for a fee paid by NG!) in the internal Orbi App
That issue has never been fixed, as I experienced numerous times overnight as I was trying to bring my home security/fire-protection/driveway-gate IOT systems back on line and ran multiple speed tests from the Rbe971 just trying to keep the router WiFi “alive” even as my iPhone Settings page showed the phone was connected to the main SSID, yet in the upper right hand corner of my phone screen the info showed “5G Cellular. Another RBE971 issue many of us have struggled with since NG threw the WiFi 7 product over-the-wall,
I’m sure there are file sharing applications/processes that would involve NG creating the file sharing resource and then providing me a link, etc to post their a file for their retrieval.
We dinosaurs face many obstacles in the new technology environment.
Seems like nothing comes with a User Manual anymore. Kiddos instinctively know to tap, press, swipe, "long press", double tap, etc. on various parts of smartphone screens to discover how they function.
People no longer have desktop computers. The Orbi web interface works with anything with a large screen, including laptops, tablets, etc. It is unusual to have a house with no device with a screen larger than a phone. (I bought an Android tablet on Amazon for under $100. A trivial purchase compared to the $1,700 cost of a 970 package. (I also got an HP laptop for about $300 on Amazon.) Surely there is a way to get a larger screen.
File size limits are typically part of email. Most email has size and type of file limits. I typically do exactly as they recommend. Store the file on a "Cloud", such as Microsoft One Drive, Apple Drive, Google Drive, or DropBox, and send a copy of the link
I agree that life is too short to deal with the entire house full of important device failing constantly. Since there is an open case with Netgear support (paid for!) and the one-year hardware warranty is coming up soon, maybe it is time to request an RMA on this system, march down to Best Buy, and purchase something else that Best Buy will have to support locally through their Geek Squad.
Netgear had me reset to factory defaults – which I did.
System had an unexpected restart a few hours later.
Netgear came back and asked me to turn on debugging on router & both satellites, then send them more information – and the logs after the next unexpected reboot.
I am using a desktop browser to access the debug interface on the router/satellites, download the logs, etc.
I noticed no performance degradation – memory, CPU, bandwidth – while the debug logging was enabled. Same speeds & performance we’re used to.
Unexpected reboot happened this morning – Logs have been sent into the case.
File size limit of 5MB on upload to the web access to the case. The 2 satellites were fine – but the router log was almost 6MB.
They asked me to use Google Drive to post & allow them to retrieve the logs.
For my configuration – I am using wireless back-haul between both satellites & router.
I have not tried to turn off any satellites yet – want to follow through with the engineer at Netgear and not change something while he’s investigating.
It’s with Netgar now to tell us if they see anything in the logs that can tell us what’s causing this unexpected reboot pattern.
I just checked my logs since the installation of 9.12.5.3_1.3.24 firmware yesterday and I did have an uninitiated reboot at 04:07:13 am CT this morning.
If it's helpful to have another example to draw from I'm happy to contribute. Is the switch to enable debug logging exposed in the standard UI? Did enabling the debug logging degrade your performance?
I've notice this as sporadic after I upgraded to the previous firmware around the holidays. I've casually been looking for a possible root cause or pattern.
I have moderate confidence I figured out the cause of my random reboots.
There was a failing dehumidifier on the same AC circuit. That was likely causing an excessive amp draw and corresponding voltage drop that the router power supply could not deal with. Since taking the dehumidifier offline on Monday I’ve had no uninitiated reboots.
To the rest of you, consider monitoring your available AC voltage. I was trying to figure out how to best do this. Search Amazon for "AC WiFi Watt Meter, Plug-in US Socket Power Meter, Backlit Large Color Display, Overload Protection, Kilowatt Wattage Voltage AMP Tester, Electrical Energy Monitor,Delay to restore power supply, Timer". A device like this should allow for low voltage to be confirmed or ruled out.
Something you might consider installing a UPS or some form of power cleaner unit to help keep the power at the power brick to the RBR in good working order.
I have moderate confidence I figured out the cause of my random reboots.
There was a failing dehumidifier on the same AC circuit. That was likely causing an excessive amp draw and corresponding voltage drop that the router power supply could not deal with. Since taking the dehumidifier offline on Monday I’ve had no uninitiated reboots.
To the rest of you, consider monitoring your available AC voltage. I was trying to figure out how to best do this. Search Amazon for "AC WiFi Watt Meter, Plug-in US Socket Power Meter, Backlit Large Color Display, Overload Protection, Kilowatt Wattage Voltage AMP Tester, Electrical Energy Monitor,Delay to restore power supply, Timer". A device like this should allow for low voltage to be confirmed or ruled out.
Netgear had me reset to factory defaults – which I did.
System had an unexpected restart a few hours later.
Netgear came back and asked me to turn on debugging on router & both satellites, then send them more information – and the logs after the next unexpected reboot.
I am using a desktop browser to access the debug interface on the router/satellites, download the logs, etc.
I noticed no performance degradation – memory, CPU, bandwidth – while the debug logging was enabled. Same speeds & performance we’re used to.
Unexpected reboot happened this morning – Logs have been sent into the case.
File size limit of 5MB on upload to the web access to the case. The 2 satellites were fine – but the router log was almost 6MB.
They asked me to use Google Drive to post & allow them to retrieve the logs.
For my configuration – I am using wireless back-haul between both satellites & router.
I have not tried to turn off any satellites yet – want to follow through with the engineer at Netgear and not change something while he’s investigating.
It’s with Netgar now to tell us if they see anything in the logs that can tell us what’s causing this unexpected reboot pattern.
We really need this update, As I just change to the black version and I am having the same reboots but it seems its happening at a certain time every evening...
Netgear has confirmed receipt of the logs. But asked for patience while they are being analyzed.
I've sent 3 other sets of logs for the 3 other times the reboot has happened since the first one. Have not seen confirmation from the other 3 sets yet.
I have also checked to see if a different outlet might make a difference. Have a good power strip to try to protect against surges - and 4 other devices plugged in - none of which have had any power issues.
Will be investigating the in-line power monitoring recommended above.
