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Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

jlkass
Aspirant

ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

I have an RBK50 that I have been using for a year.  I have made NO changes.  ISP is the same, the modem it's connected to is the same - literally NOTHING has changed. 

 

Suddenly this weekend, it's been losing connection with the modem.  By that I mean my Orbi network is up and available, but shows "offline".

 

  • I have confirmed that the modem is operating normally but connecting a laptop to it directly.  There are no problems.  (this is an Arris Surfboard - modem only, no router)
  • I have also confirmed with comcast that they can see the modem and it is operating normally (good signal, etc)
  • My Orbi has the latest firmware.
  • I have tried power cycling the entire network several times
  • I have even tried a full factory rest and fresh install of my Orbi

Occasionally I can get it back online briefly, but then it falls off.


The *only* possible issue I have been able to isolate is that I have recently been trying to upload several gigabytes of photos on one of my laptops to a google drive account.

 

Is it possible that upload is being swamped and the router is falling over?  Is that a thing? Any other suggestions other than the possibility that the router is just dead? Literally NOTHING has changed and I have tried literally every suggestion I have tried on the forum (above and beyong the normal trouble shooting)

Model: RBK50| Orbi AC3000 High-Performance Tri-Band WiFi System
Message 1 of 18
ekhalil
Master

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Can you login to the web GUI (orbilogin.com)? What is the status of the system in the GUI? Does Orbi have an IP address from the ISP modem?
You can get this information from the home page after you access orbilogin.com
Message 2 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

I was able to get there at one point, and it showed me that "no internet access" red badge.  I just went back to check the IP and answer your questions and I can't get there at all.  The iphone app can't find the Orbi now either.  This happened before and it did eventually come back, but I can't tell you why....

 

This ran for a full year with no issues.  I don't understand it.

Message 3 of 18
ekhalil
Master

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Can you please connect a PC to the LAN port on the router and use a browser to reach to 192.168.1.1.
What is the status of the LED on the back of the router and the ring on the top if the router?
Message 4 of 18
FURRYe38
Guru

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

What is the Mfr and model# of the ISP modem the NG router is connected too? 

Swapped LAN cables between the ISP modem and Orbi? 

Disable IPv6 on the Orbi router and see...

 


@jlkass wrote:

I have an RBK50 that I have been using for a year.  I have made NO changes.  ISP is the same, the modem it's connected to is the same - literally NOTHING has changed. 

 

Suddenly this weekend, it's been losing connection with the modem.  By that I mean my Orbi network is up and available, but shows "offline".

 

  • I have confirmed that the modem is operating normally but connecting a laptop to it directly.  There are no problems.  (this is an Arris Surfboard - modem only, no router)
  • I have also confirmed with comcast that they can see the modem and it is operating normally (good signal, etc)
  • My Orbi has the latest firmware.
  • I have tried power cycling the entire network several times
  • I have even tried a full factory rest and fresh install of my Orbi

Occasionally I can get it back online briefly, but then it falls off.


The *only* possible issue I have been able to isolate is that I have recently been trying to upload several gigabytes of photos on one of my laptops to a google drive account.

 

Is it possible that upload is being swamped and the router is falling over?  Is that a thing? Any other suggestions other than the possibility that the router is just dead? Literally NOTHING has changed and I have tried literally every suggestion I have tried on the forum (above and beyong the normal trouble shooting)


 

Message 5 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

It's an arris sb6141 surfboard.  

 

I have already tried replacing the ethernet cable.  I can try disabling IPv6.

 

I had to step away but ran a little experiment before leaving.  Each time I restart the upload to Google drive, I lose the router's connection to the modem.  When I eventually get it back up (full power cycle + time) and then DON'T restart the upload, it stays up!


So it looks like the upload is knocking the router off for some bizzare reason.  

Message 6 of 18
ekhalil
Master

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND


@jlkass wrote:

It's an arris sb6141 surfboard.  

 

I have already tried replacing the ethernet cable.  I can try disabling IPv6.

 

I had to step away but ran a little experiment before leaving.  Each time I restart the upload to Google drive, I lose the router's connection to the modem.  When I eventually get it back up (full power cycle + time) and then DON'T restart the upload, it stays up!


So it looks like the upload is knocking the router off for some bizzare reason.  


This sounds to me like the ISP modem gets overloaded with packets from Orbi and then gets blocked. This can be caused by bufferbloat.

I believe that reducing the MTU size might help. The MTU size configuration can be found under >> ADVANCED >> Setup >> WAN Setup

 

 

Message 7 of 18
FURRYe38
Guru

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

The 6141 modem is getting a bit older for it's model. Also known for some bad performances and operation over it's history. 

How long have you had the modem? 

What is your ISP speed UP and Down that you pay for? 

 

Let us know if any suggestions help.


@jlkass wrote:

It's an arris sb6141 surfboard.  

 

I have already tried replacing the ethernet cable.  I can try disabling IPv6.

 

I had to step away but ran a little experiment before leaving.  Each time I restart the upload to Google drive, I lose the router's connection to the modem.  When I eventually get it back up (full power cycle + time) and then DON'T restart the upload, it stays up!


So it looks like the upload is knocking the router off for some bizzare reason.  


 

Message 8 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

I get about 60 down and 6 up, which I realize is not great. The isp is telling me they see zero problems with the modem although I understand that may not include an evaluation of its overall performance; just that it’s not “broken”
Message 9 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Will try the MTU tweak tonight, but wasn’t that all supposed to be ironed out with DOCSIS 3 modems?
Message 10 of 18
FURRYe38
Guru

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Ya, you should be ok as far as speed for this modem.

Is IPv6 disabled on the router? 

 

Has a power OFF of the modem and Orbi router for 30 seconds thn back on with the modem first, then Orbi router? 

 

You might try a factory reset ON the router as set up from scratch. 
I would also download the FW file for the Orbi router, re-apply it, factory reset and setup from scratch and see if the problem still happens between the router and modem. 


@jlkass wrote:
I get about 60 down and 6 up, which I realize is not great. The isp is telling me they see zero problems with the modem although I understand that may not include an evaluation of its overall performance; just that it’s not “broken”

 

 

Message 11 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

I’ve already done all the various power cycling tricks. I also did a factory reset and fresh install and the problem persisted.
Message 12 of 18
FURRYe38
Guru

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Do you have your prior router? IF so, you might connect it up and then set the Orbi up for AP mode and see if the problem still continues...

Message 13 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND


@FURRYe38 wrote:

Do you have your prior router? IF so, you might connect it up and then set the Orbi up for AP mode and see if the problem still continues...


I do not have my old router unfortunately - but this is a really good suggestion and it should be easy enough to get my hands on one to at least test this.

 

I have also confirmed that IPv6 is disabled.  I just went in an set MTU to 1400 and did a test. Looks like the bufferbloat is still a problem.  And this is with basically nothing running right now...

 

<a href="http://www.dslreports.com/speedtest/44956967">
<img src="http://www.dslreports.com/speedtest/44956967.png"></a>

 

http://www.dslreports.com/speedtest/44956967

 

Message 14 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Ok guys, PLOT TWIST.

After I updated MTU to 1400 and did that buffer test, I went hunting for the QOS settings thinking that maybe I could throttle some stuff to prevent this thing from falling over.

Turns out, the orbi runs a speed test and then automatically sets your QOS. Ok, I guess...

So I click to start the speed test and what do you know - it knocks me off.

So now I’m offline. Router shows no IP from the ISP and the LED on the orbi base is amber. An attempt to reboot from the app failed with the message “something went wrong”. So now I’m bouncing both the modem and the router.

Why would a speed test knock this thing off?!?
Message 15 of 18
FURRYe38
Guru

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

It shouldn't knock you off line. 

There is either a problem with the modem, or the Orbi router. 

 

I presume if your doing speed tests with a directly wired PC and not getting knocked off line this way, there maybe a problem at the Orbi. 

You would need a different router or different Orbi to test this out...

 

Message 16 of 18
jlkass
Aspirant

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Got my hands on a router. Will try it out tomorrow and report back!
Message 17 of 18
FURRYe38
Guru

Re: ORBI RBK50 - Network is up but "Offline" - I AM LOSING MY MIND

Ok, kewl. Let us know how it goes. Smiley Wink


@jlkass wrote:
Got my hands on a router. Will try it out tomorrow and report back!

 

Message 18 of 18
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