Re: FVS318Gv2 Keeps losing Connection after 20 min to 5 hours

npt101 · ‎2016-12-29

Our old router kept losing connection. It was good for about a year, now the past two weeks, it has been every 20 min to 5 hours, it will drop all connection. Anyone have a fix or solution. Customers can not work like this. I beleive this is our 4th router to go through. We just picked up another one the other day. Same signs of dropping connections.

DaneA · ‎2017-01-01

Hi npt101,

Welcome to the community! 🙂

Kindly answer the questions below:

a. If you disconnect the FVS318Gv2 from the modem then connect a PC directly to the modem, are you able to go online just fine?

b. What is the current firmware of the FVS318Gv2 and the new one?

c. Are there any recent changes made in the settings of the FVS318Gv2 or changes made within the network setup?

I look forward to your response.

Regards,

DaneA
NETGEAR Community Team

npt101 · ‎2017-01-02

A: Yes

B: 4.3.1-11

C: No

DaneA · ‎2017-01-03

@npt101,

I suggest you to update the firmware of the FVS318Gv2 to the latest v4.3.4-2. You can download it here. Be reminded to perform a factory reset on the FVS318Gv2 after upgrading the firmware then reconfigure it from scratch.

Regards,

DaneA
NETGEAR Community Team

npt101 · ‎2017-01-04

We will update. Why are they shipped with out-dated firmware. That just blows my mind 🙂

DaneA · ‎2017-01-08

@npt101,

I just want to follow-up on this. Were you able to update the firmware of the FVS318Gv2 then perform a factory reset and reconfigure it from scratch? If yes, what are your observations?

Regards,

DaneA
NETGEAR Community Team

DaneA · ‎2017-01-11

@npt101,

We’d greatly appreciate hearing your feedback letting us know if the information I’ve provided has helped resolve your concern or if you need further assistance.

If ever your concern has been resolved, I encourage you to mark the appropriate reply as the “Accepted Solution” so others can be confident in benefiting from the solution. The NETGEAR Community looks forward to hearing from you and being a helpful resource in the future!

Regards,

DaneA

NETGEAR Community Team

dctrhdd · ‎2017-01-14

I'm having the same problem with this very same router. I installed the router this past October but couldn't get it to maintain a WAN connection for longer than 20 minutes. When the WAN connection failed, the router's internal webserver would also become unresponsive. I could continue to ping the router and communicate with other devices on the LAN, but the Internet LED turns off and is inaccessible. I checked the firmware and was already the latest version. I left the router in place and powered on, but moved all of the connections back to the Netgear WNDR3400v2 sitting right next to it. Now that the 3400 is giving me problems I am back to the 318.

To summarize, I've already ensured that the firmware is current and the device has been reset to factory defaults numerous times. What else should I try?

Thanks in advance.

DaneA · ‎2017-01-15

@dctrhdd,

Welcome to the community! 🙂

If you disconnect the FVS318Gv2 from the modem then connect a PC directly to the modem, are you able to go online just fine?

Regards,

DaneA

NETGEAR Community Team

741E05 · ‎2017-01-15

I have the same problem. After working thru the issues of upgrading firmware to v4.3.4-2, the router works for about 20 minutes or less then stops passing traffic. Web server doesn't respond, no dns proxy, dhcp server stops, telnet unresponsive, serial console is not responsive either. Give all the network gear i've dealt with and other firewalls this is pretty bad. At a loss as what to do next with this since it just purchased it April 2016.

741E05 · ‎2017-01-15

Yes, if I connect to the cable modem things work fine. If I boot the firewall again it works again for about 20 minutes then dies. I am debating setting up a sys log server to see if that will provide any relevant data.

dctrhdd · ‎2017-01-16

Yes, if I disconnect the FVS318Gv2 and connect directly to my cable modem, I get internet connectivity. I have a Motorola Surfboard SB6121. As an experiment, I connected a five port 10/100 switch to the cable modem and then connected mine and my son's computers. We were able to get online and suffered no problems for as long as we want. Of course, the cable modem has no firewall nor does it have wireless, so this is not an acceptable, permanent solution.

I read, in another forum post in these forums, that if I reboot the router using the "Reboot" button found on the "Diagnostics" tab of the "Monitoring" page of the GUI, then the router would stay UP for a much longer time. I tried that and the router did indeed stay up for over 18 hours. If finally failed though and I had to reboot the cable modem and the router.

I wish I had done more research on this router before making the purchase. Considering the frequency of this problem for Netgear customers, the length of time the problem has existed and the fact that it continues after numerous firmware upgrades, I cannot in good conscience recommend Netgear to anyone for anything.

DaneA · ‎2017-01-16

@dctrhdd / @741E05,

It seems that a deeper investigation should be conducted. I suggest you to setup a syslog server on one of your PCs that is directly connected to the FVS318Gv2. Kindly access this link as a guide. Then, proceed with the following steps below on the FVS318Gv2:

1. On the web-GUI of the FVS318Gv2, go to Monitoring > Firewall Logs & E-mail.

2. Check the boxes on the Routing Logs section, System Logs section and Other Event Logs section.

3. On the Enable Syslogs section, select Yes on 'Do you want to enable syslog?

4. Enter the IP Address of the PC you have setup as the syslog server in the Syslog Server field.

5. Select LOG DEBUG on the Syslog Severity.

6. Click Apply.

Wait for the problem to occur while syslogs are running so that it will be captured. Save the syslogs on the PC by the time the problem has already recur. Then, open an online case with NETGEAR Support and state the issue you have encountered with the FVS318Gv2. Attach the syslogs you've saved on the PC to the online case. The syslogs will be forwarded to the engineering team for it to be analyzed why the FVS318Gv2 keeps losing connection.

Regards,

DaneA

NETGEAR Community Team

741E05 · ‎2017-01-16

I have had a sys log server running for a while. It show an error which has also been noted in other threads. The solutions offered there don't work either. (1) Change speed duplex settings to fixed rather than automatic - no difference, (2) Change MTU to 1492 -no difference, (3) Remove DNS Proxy - no diference.

The problem with using syslog is that the unit completely stops functioning, thus no syslog messages are sent at the time of the actual failure. I even watched the serial console to capture a failure, nothing. The only output is when the ntpd daemon updates the system clock from the netgear time sources.

npt101 · ‎2017-01-17

Here are two logs in my log trap. There are approx. 100+ on diff days.

Tue Jan 17 21:46:14 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] xt_TCPMSS: bad length (319 bytes)
Wed Jan 11 18:25:13 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.

DaneA · ‎2017-01-18

@741E05,

Since no syslog messages are sent at the time of the actual failure, kindly access the Packet Capture Tool on the web-GUI of the FVS318Gv2. Go to Monitoring > Diagnostics. Then on the Diagnostics page, see the Router Options. Click the Packet Trace button then choose WAN on the Select Network options. Check pages 384-385 of the FVS318Gv2 reference manual here.

Once the packet capture has started, wait for the problem to occur. Stop the packet capture only when the problem has already recur. Then, download the packet capture on your PC.

For the packet capture to be analyzed, I suggest you to open an online case with NETGEAR Support then let them know about your concern. Attach the packet capture on the online case you have opened for it to be analyzed by the engineering team.

@npt101,

Were you able to update the firmware of the FVS318Gv2 to v4.3.4-2 then perform a factory reset and reconfigure it from scratch? If yes, what are your observations?

Regards,

DaneA
NETGEAR Community Team

npt101 · ‎2017-01-19

Yes, we have been able to do as requested. The output from the error logs is what I posted from AFTER the firmware upgrade - reset - and reconfig.

Thanks

bkadr · ‎2017-01-22

I am experiencing similar problem with FVS336Gv3 with 4.3-4.2 firmware.

It seems to start with failing to allocate DHCP address and then the error log also reported

[Kernel][KERNEL] xt_TCPMSS: bad length (586 bytes) as well as
[Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.

Then I had a lot of

[Kernel][KERNEL] port 0 received error code 10, packet drop in bursts of 3 - 5 minutes. It also mixed with

[Kernel][KERNEL] xt_TCPMSS: bad length (586 bytes)

If you ping from any other machines, there will be icmp request time out i.e packet drop every 20 or so ping request.

The round trip time also fluctuated a lot, from 20 ms to 2.5 ms.

I tried switch on/off the router, firmware upgade and factory reset. It makes no difference. I also rebooted all my other devices.

After a 3 - 10 hours, the internet started to go slow then lost connections.

The modem to both cable and DSL are verified to be functioning and they have no connectivity problem when directly connected to them.

(Both UDP and TCP flood are checked.)

DaneA · ‎2017-01-24

@npt101,

Thanks for the confirmation. Regarding the logs, I suggest that you open an online case with NETGEAR Support and state the problem you have with the FVS318Gv2. Attach the logs to the online case. The logs will be forwarded to the engineering team for it to be analyzed.

@bkadr,

It seems that you have already opened an online case with NETGEAR Support with regard to your concern on your FVS336Gv3. I suggest that you attach the logs to the online case. The logs will be forwarded to the engineering team for it to be analyzed.

Regards,

DaneA

NETGEAR Community Team

npt101 · ‎2017-01-24

Our router locked up this AM.

This is the only log I can see

Tue Jan 24 17:21:02 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.

DaneA · ‎2017-01-26

@npt101,

I just want to follow-up on this. Are you able to open an online case with NETGEAR Support and submit the logs you got so that it will be interpreted by the engineering team? If yes, keep us posted about the progress of it.

Regards,

DaneA

NETGEAR Community Team

npt101 · ‎2017-01-26

Says I am not allowed to have support. Only paid.

The router keeps locking up - Approx. every day now. not good.

Thu Jan 26 19:14:32 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Thu Jan 26 19:14:32 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.
Thu Jan 26 19:13:51 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Thu Jan 26 19:13:51 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.
Thu Jan 26 19:13:31 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Thu Jan 26 19:13:31 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.
Thu Jan 26 19:13:06 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Thu Jan 26 19:13:06 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.
Thu Jan 26 17:35:36 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Thu Jan 26 17:35:36 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.
Tue Jan 10 13:03:22 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Tue Jan 10 13:03:22 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.
Thu Jan 26 17:23:35 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 11024 is big. Consider r2q change.
Thu Jan 26 17:23:35 2017(GMT+0000) [FVS318Gv2][Kernel][KERNEL] HTB: quantum of class 10001 is big. Consider r2q change.

SamirD · ‎2017-02-01

@dctrhdd wrote:
Yes, if I disconnect the FVS318Gv2 and connect directly to my cable modem, I get internet connectivity. I have a Motorola Surfboard SB6121. As an experiment, I connected a five port 10/100 switch to the cable modem and then connected mine and my son's computers. We were able to get online and suffered no problems for as long as we want. Of course, the cable modem has no firewall nor does it have wireless, so this is not an acceptable, permanent solution.

This is EXTREME important information. There is definitely some sort of issue between a direct connection between the SB6121 and the FVS318. If you connected a Gigabit switch in the same manner as the 10/100 switch, did it also work indefinitely?

Everyone that is having this same problem, please check your cable modem or Internet source make/model number and post it here. I'm betting we'll find a pattern.

DaneA · ‎2017-02-09

@npt101,

You are still entitled with Lifetime Chat Support with NETGEAR. You may open a chat case with NETGEAR Support at anytime.

Regards,

DaneA

NETGEAR Community Team

741E05 · ‎2017-02-09

I have not been participating in the discussion because I went ahead and replaced the Netgear firewall with a spare Palo Alto PA-200 that I had in the office. Since putting this firewall in place over a month ago I have not had any disconnects. I would need to have extended dedicated time to put the netgear back in place and perform the packet captures suggested. The incentive to do so is very low and I am more inclined to simply find a replacement vendor at some point.

As requested by @SamirD the model of cable modem is an ARRIS CM820A and the Netgear Firewall FVS318Gv2.