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DumaOS/XR500 Support on Netduma Forum


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#1
Netduma Fraser

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This forum is our official support channel for DumaOS. If you are using the Netgear Nighthawk XR500 then you can either receive support from us or Netgear directly. 

 

As we are the software developers we will be able to support:

  • Dashboard
  • Geo-Filter
  • QoS
  • Device Manager
  • Network Monitor
  • System Information
  • Basics of Settings
  • Basics of Hardware

For everything else (non DumaOS issues) we will direct you to Netgear Support as they will be more able to resolve your issues. We highly recommend you contact them via Telephone. If you login to http://support.netgear.com/ then you will get a number to call. They have 24/7 telephone support in multiple languages.

 

Our support hours specifically for DumaOS/XR500 are currently:

12pm BST - 2am BST (4am PST - 6pm PST) 7 days a week.

 

Both Netduma & Netgear will continue to work on our Knowledge Bases and you can access them here:

See you on the forums!

 

<3 Netduma Team


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



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If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#2
Bueyako1

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Hi Fraser

 

When be released a new update for the xr500?, (autoping host, perma-temp ban dedi servers.. etc), Is being developed any app to manage the router from any mobile device?.

 

Thanks

 

Manuel



#3
Netduma Jack

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Hi Fraser

 

When be released a new update for the xr500?, (autoping host, perma-temp ban dedi servers.. etc), Is being developed any app to manage the router from any mobile device?.

 

Thanks

 

Manuel

 

We'll let everyone know when a new update is available - all these features are highly requested so they should be out soon :)

 

Auto Ping is already available on the XR500 and has been from the start.

 

In terms of a phone app, we'll be working on that soon and keep you in the loop!


Technical support:

 

Fine tuning guide - How to set up your Netduma R1 quickly with optimum settings. Includes: How to get your full speeds, opening your NAT & Geo-filter settings etc.
FAQ - Includes: How to play with friends using the Geo-filter, I can't access the router control panel, Wifi keeps dropping out etc.
Wiki - Main link to the Wiki, for everything else please search here or on the forum.
Current firmware version (1.03.6) - If you are on anything below this, follow the instructions carefully to upgrade.

 

Any other issues please make a new thread on the forum, thank you  :)

 

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#4
Toni169

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Will there be any further updates for this? or an update come out where you can control the router exactly as af a pc or laptop and change settings or like that ? that would be really awesome

#5
Netduma Fraser

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I think we'll be averaging a new firmware version about once every month or so. Could you clarify? I don't really understand.


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



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If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#6
Toni169

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I mean the app 😊

#7
Netduma Fraser

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I mean the app

 

Theres no time frame on an app, we want to get the most important/requested features in first.


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



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If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#8
Erathis

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Just got the Nighthawk XR500, trying to figure out how to update the date and time on the router, the current date and time that the device has is, Wed Mar 14 17:46:25 UTC 2018.  I've searched through all of the options and I don't see an option for updating the Date and Time



#9
Netduma Fraser

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Hi Erathis, welcome to the forum! If you go to Settings > Content Filtering > Schedule you can change the time zone there.


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



Time Converter

If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#10
Erathis

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The time zone is correct, but the date and time are still incorrect, today's date is Apr 29 2018, the device shows the date as Mar 14 2018.  How to I update the date and time?



#11
Netduma Fraser

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The time zone is correct, but the date and time are still incorrect, today's date is Apr 29 2018, the device shows the date as Mar 14 2018.  How to I update the date and time?

 

If you give it a reboot it should auto correct itself


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



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If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#12
Cwinston

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Hi I’ve recently purchased the XR500 as a replacement from my Netduma r1. I have been receiving abnormal ping I was at 16ms before but I have hit spikes of 70ms, it seems to have settled on 24ms. I am with sky and believe this might be the problem. I have put myself in DMZ mode to get open nat however this seems to have affected my bufferbloat when I turn off DMZ I get a moderate NAT but better gameplay. I rang Netgear support, however the person I spoke too didn’t seem to know what he was doing and even with remote access all he did was turn the geo filter on and off and said he thinks he fixed the problem :\ Anyways I’m hoping that someone from your team can help me in a remote session to fix bufferbloat and the abnormal ping.
I really don’t want to send this router back as I have saved my ass off for it.

Just to advise I have followed everything I know how.
Sky was in DMZ mode as you cannot put sky in modem mode. Upnp is on. QOS is 70 up and 70 down. Traffic is on always. I have 80 down and 20 up speed.

Please help:(

#13
Netduma Fraser

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Hi Cwinston, welcome to the forum!

 

Sometimes when using a 3rd party router with an ISP hub it can take a little while to get used to, hence the increase in ping. If you wait a few days this may settle back to your original base ping which I'm assuming you meant with the 16ms. Otherwise you could copy the MAC address of the R1 and give the XR500 that MAC address and it should go back down, as well as stabilise it. 

 

DMZ will not affect your connection adversely so that will not be the problem. With the Geo-Filter ensure you're using the profiles to set it up optimally for the game you want to play. Traffic Prioritization should be utilised by leaving DumaOS Classified Games enabled. If you have not disabled the Sky WiFi and therefore do not have ALL devices connected to the XR500 then it can not control everything and therefore QoS will not be as effective so make sure you do that.

 

Then what it will come down to is your individual connection. In which case if you go through this guide you should be able to find the settings that work best for your specific connection: http://support.netdu...your-connection


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



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If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#14
Cwinston

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Hi Netduma Fraser. Thanks for your quick reply you are just the person I wanted to speak too. I know you have had a high success rate by reading the forums in fixing these problems.

To be honest I only have very basic networking knowledge and trying to do the DMZ was a first for me and followed a few tutorials to get this done , I know Sky seems to be an issue due to sky Q wish I was back on virgin for modem mode :( anyways if it’s not too much trouble when you have time could you possibly remote access and fix my issue please. I’m sure it’s something I’m doing wrong even thou I have followed various tutorials and sim j guide on YouTube.

I’m just looking for that silky connection, which I believe the more I mess around with the router the worse I’m making it:/

Thanks a lot :)

#15
Netduma Fraser

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I don't think there would be much that I could change to be honest by what you've described, the first part is potentially related to your ISP though the MAC address may help - look on the back of the R1 for that and then in Settings on the first page that appears scroll to the bottom and input that into the XR500. 

 

As long as you put the WAN IP found in System Information into the DMZ on the Sky hub and disable it's WiFi that will then be set optimally. So make sure to plug any devices that were previously connected to it via wire into the XR500 instead. As well as connecting any devices that were previously connected to it via WiFi to the XR500's WiFi network instead. That will allow the XR500 QoS to work efficiently. 

 

Then with the finding your perfect Anti-Bufferbloat settings that requires the trial and error of testing. Your network would be saturated as mentioned in the guide so I would barely able to change any settings when connected via TeamViewer. If after following the guide and testing you do not find that you're getting a stable sub 60ms ping on the Geo-Filter. Then I can definitely do TeamViewer with you as that could indicate an unknown issue that I'd have to try and debug but as of now it doesn't sound like any settings are incorrect. 

 

But of course do let us know if you have any questions or get stuck!


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



Time Converter

If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/


#16
rousey

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Hi Netduma Fraser. Thanks for your quick reply you are just the person I wanted to speak too. I know you have had a high success rate by reading the forums in fixing these problems.

To be honest I only have very basic networking knowledge and trying to do the DMZ was a first for me and followed a few tutorials to get this done , I know Sky seems to be an issue due to sky Q wish I was back on virgin for modem mode :( anyways if it’s not too much trouble when you have time could you possibly remote access and fix my issue please. I’m sure it’s something I’m doing wrong even thou I have followed various tutorials and sim j guide on YouTube.

I’m just looking for that silky connection, which I believe the more I mess around with the router the worse I’m making it:/

Thanks a lot :)

 

I have exactly the same issue, Sky Q, was 75/20 my base ping has increased from 9 to 25 with bad ping spikes and also Sky keep dropping my download speed its gone from 75 to 58 

 

Doesnt sound like a coincidence I wonder if sky dont like the xr500 amongst its setup 



#17
Cwinston

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Rousey I believe so. Sky were as useful as a chocolate teapot with this issue as well lol.

I’ll try this tomorrow Netduma Frazer hopefully I can get this to work or looks like I’ll be paying a leaving charge to Sky lol.

#18
rousey

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Rousey I believe so. Sky were as useful as a chocolate teapot with this issue as well lol.

I’ll try this tomorrow Netduma Frazer hopefully I can get this to work or looks like I’ll be paying a leaving charge to Sky lol.

 

Haha yeh their customer service is questionable. Let me know your findings buddy if you don't mind  :)



#19
Cwinston

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I keep getting a moderate nat I seem to have reduced ping to 23ms which I can bare with I’m thinking of just going to virgin and putting this in modem mode. I’m sure sky seems to be conflicting with the router.

Sky have quoted me a different price now so virgin is no longer an option. I really like this router but it seems to have issues with Sky I have tried all the following Netduma Fraser. I may have to send this Netgear router back.

#20
Netduma Fraser

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Have you followed all the advice I have given you so far? Including the PingPlotter tests?

 

If you did put the console in the DMZ on the XR500 then the Geo-Filter is probably causing a false reading of the NAT on CoD - that doesn't mean it's moderate. If it's open in the console network settings then it will be open. That's a fantastic ping so the router is definitely working as expected. If it's the server that you're not liking then change your home location/radius distance to force different servers. That's the great thing about the router, it's customisable to allow you to find exactly what works best for you.

 

You've only just posted so I would recommend you follow all our advice and experiment then like I said if you've done everything and you're still struggling then I can do a 1 on 1 but you've got a great ping.

 

It's very unlikely there is an issue between the compatibility of Sky and the router also.  


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Official R1 Support Times: 10am - 6pm BST



Official DumaOS/XR500 Support Times: 12pm - Midnight BST



Time Converter

If you're having Settings or Hardware issues with the XR500 please go here and login to get the number for Netgear's 24/7 support line: http://support.netgear.com/





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