Netduma Fraser

Glad to hear you were able to get it resolved, thanks for the update and the suggestion, I'll pass it on!

Is this on a PS4/5? If you swap the cable or the port on the router does it work?

Added https://forum.netduma.com/forum/151-netduma-r3-early-access/

You need to tell us what the error/issue is and then we can best advise on how to resolve the problem

Thanks, let us know! Your issue is unrelated to those concerns, I'm not sure what yours is caused by currently but we'll get there.

Okay great, on the hub you'll need to put the R3 in its DMZ. Copy the WAN IP from the R3 WAN page, access your hub, find the DMZ option (could be in Security settings or WAN/LAN) and enter it there. Ideally you will then connect all devices to the R3. You can adjust Congestion Control in Ping Optimizer > Advanced. I would also try with disabling the Geo-Filter when you next give it a go.

Disable IPv6 in LAN & WAN advanced settings then reboot from the interface and see if that resolves it please

You'd just have to connect the R3 to it and then port forward, that's all you can do in that scenario

That's great to hear, thanks for the update!

Did they understand what the logs were for, just to diagnose the connection issues and not for recording internet traffic? A strict no-logs policy sounds like the latter. It only supports OpenVPN, our own routers on DumaOS 4 support Wireguard also. Right okay maybe that has something to do with it, as if the connection takes too long to establish or has a delay during then the timeout may apply as the server hasn't responded when we would expect, this makes sense given the distance between you and the server. UDP might work better, you don't need to combine configs, TCP would still be covered by connecting to the VPN using UDP so give that a try. What you could do is attempt to extend the timeout settings through the config by adding these lines to the config: connect-retry n (change n to be the number of seconds to wait between connection retries the default is 5 so try 10) connect-timeout n (change n to number of seconds before it considers there to be a timeout the OpenVPN default is 10 (which isn't long given your distance) so try higher) connect-retry-max n (change n to be the number of retries of the connection attempt. The default is supposedly infinite but I'd set this manually as we can't be sure if that is happening) Do throw in that syslog line as well just in case it provides more information about how these lines are doing. There is really no other information I can use to help - you could grab the main log from the System Information page - perhaps that might show something if the cause is router based but I wouldn't count on it.

Platform - Are you playing/streaming from a PC, Xbox or PS? SmartBOOST & Congestion Control are the features that will keep your connection stable, especially during times like this, I would suggest using them. Can you clarify the speeds please - you said 3GB, so you have 3000Mbps download & upload? What did you enter into the router as it won't allow you to enter that much, it's limited to 1000Mbps. All devices should be connected to the R3, not to your modem, otherwise it can't effectively control your network. What is the model of your modem? Have you made any changes on the modem for the R3? If you're not sure on what a question means just ask. Do you have the Geo-Filter enabled?

Added https://forum.netduma.com/forum/151-netduma-r3-early-access/

Under what circumstances were the pictures taken? Did you do the steps I mentioned or just factory reset? Did you follow the exact upgrade process before or are you on the intermediary firmware? Explain more about your issues and I can help. It should also be mentioned that if you install open or dd-wrt onto the router you won't be able to come back to DumaOS.

It may be worth asking Surfshark if there is an additional line you can add that provides more information in the log (they may have a specific recommendation) If you add a line: syslog It may output more to the log but I've never tried that personally so couldn't say if it works for sure. Is the server particularly far away from you?

Added

That's very strange - are you positive they're using automatic network settings, no manual changes on the devices themselves? I think if you split the WiFi bands and connect directly to 2.4 or 5GHz that may work. Set the DNS on the devices manually. Also they say connected but not to the internet so the router must be able to see them, give them a reserved IP address on the router then reboot the devices and see if they can connect please.

They're testing an update at the moment but again it will take a few weeks for approval once submitted so it's unlikely to be this month

It's saying your authorisation failed - make sure you're entering the username & password they provide for the VPN itself - not the credentials you use to login to the Nord website. Also double check caps lock.

Try this:

It sounds more like you're struggling for bandwidth. What is the model of the modem/router the R3 is connected to and how have you set that to ensure all traffic flows to the R3? E.g. R3 in its DMZ, modem/bridge mode. Are ALL devices connected to the R3? What are the speeds you pay for/receive? Have you entered those speeds into the router? How have you setup Congestion Control? How have you setup SmartBOOST? What game are you playing? What platform are you playing on and how is it connected, via ethernet or WiFi? What bitrate are you using? What streaming platform are you using? Are you trying to stream from the same device you're playing on?

One thing I do recall actually which might be happening here - are you rebooting the router with the VPN active? If so I think that is probably more likely to be it as that has been reported before

Nothing really in the logs unfortunately - are they both connected via ethernet? Do the ports on the LAN page show them as connected? If you connect via WiFi instead do they work? If you change the ethernet cables/change the ports used do they work?

Are you absolutely certain your internet is shutting down? As that's very unlikely and unusual. What exactly happens? What is the model of the modem/router the R3 is connected to and how have you set that to ensure all traffic flows to the R3? E.g. R3 in its DMZ, modem/bridge mode

Thanks for the follow up, I've chased the team to see where they're at with it

That sounds like a DHCP renewal if it reconnected itself - if you reboot during the night - before you go to bed you shouldn't notice it if it happens again