tjhccp2 Posted January 20, 2018 Share Posted January 20, 2018 The XR 500 is attached to a AT&T Motorola NVG599 in IP pass through using the XR 500 MAC address. The firmware is updated and things appear to be working but I keep getting the following error message: Uncaught ReferenceError: Chart is not defined and some features are not working any ideas regarding this? Link to comment Share on other sites More sharing options...
Administrators Netduma Iain Posted January 20, 2018 Administrators Share Posted January 20, 2018 Hi tjhccp, Firstly thanks for purchasing the xr500. Do you have bitdefender firewall? If so could you try temporarily disabling it. Then hard reload and see if it works? Does that fix it momentarily. If so could you try adding an exception to firewall. If you need any help with these tasks let us know Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 20, 2018 Administrators Share Posted January 20, 2018 If you have bitdefender and disabling their firewall works, then here are the instructions from bitdefender on how to whitelist a webpage. This will allow you to continue to use bitdefender and access the router interface. If you have a different firewall please let us know so we can contact their support (and it would be great if you can contact their support too). Bitdefender fix: do the following steps for http://routerlogin.net and http://192.168.1.1: To add a website to the Whitelist: 1. Click the B icon on the left sidebar of the Bitdefender interface. 2. Click the VIEW FEATURES link. 3. In the WEB PROTECTION pane, click Whitelist. 4. Provide the address of the blocked website or online application in the corresponding field and click Add. 5. Click Save to save the changes and close the window. Only websites and applications that you fully trust should be added to this list.These will be excluded from scanning by the following engines: malware, phishing and fraud. Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 20, 2018 Author Share Posted January 20, 2018 I do have bit defender, I am trying to figure out how to disable it. I did add the two addresses to white list and recycle the router by removing power, I don't see any difference. I had recently purchased the r1 and didn't have any issues with the same setup. When I initially set up the router wanted to change IP to 10.0.0.1 the NVG99 ip is 192.168.1.254 and I had this same experience with the 10.0.0.1 while installing a netgear 7800. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 20, 2018 Administrators Share Posted January 20, 2018 Hi tjhccp2, another user with this issue disable bitdefender and that resolved their issue - the whitelisting didn't work for them either so we will have to figure out how to get around that when enabled. This guide should show you how to disable bitdefender, please let us know if that fixes your issue: http://www.gsd.k12.ms.us/techdocs/disbd.htm Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 20, 2018 Author Share Posted January 20, 2018 I have disabled bit defender and rebooted router, the router is unchanged as far as I can tell, when I click dashboard I get the Uncaught ReferenceError: Chart is not defined error. If I click network snapshot or network overview I get the Uncaught ReferenceError: Chart is not defined and no information regarding network is displayed. Geo-filter, Qos, and device manager seem to be functioning in some way as before. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 20, 2018 Administrators Share Posted January 20, 2018 Did you do the hard refresh/clear cache on your browser after rebooting the router? If not try that please. If that still doesn’t work please do a factory reset from settings and see if that resolves the issue. Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 21, 2018 Author Share Posted January 21, 2018 I did another router reboot and refresh/clear cashe on the browser and did get a change, now geo-filter gives Uncaught TypeError: c.draggable is not a function so now Qos, geo-filter, are not functioning as before. Regarding a factory reset from settings, I can not find that option, I am aware of factory reset by using the pin through the small hole in the back of the router is that what you are requesting? Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 21, 2018 Administrators Share Posted January 21, 2018 Factory reset via settings is in backup settings then click erase. What browser are you using? If you use Google Chrome do you still get the error message? Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 21, 2018 Author Share Posted January 21, 2018 I did a reset on the router by pushing the button on the back now everything appears to be working with bit defender disabled. it mentioned an ad-blocker detected I use chrome and I am not aware of an ad blocker in use or any extension like that. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 21, 2018 Administrators Share Posted January 21, 2018 Okay so its all resolved now? Please use a different anti virus in the mean time while we try to find out why bitdefender causes this issue. Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 21, 2018 Author Share Posted January 21, 2018 Everything appears to work when Bit defender is disabled, not a great option for someone with a multi-computer subscription. I will look forward to some resolution of this issue. Thanks for your help. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 21, 2018 Administrators Share Posted January 21, 2018 Everything appears to work when Bit defender is disabled, not a great option for someone with a multi-computer subscription. I will look forward to some resolution of this issue. Thanks for your help. Please double check here that all steps were followed (notably restart of PC and hard refresh of the browser): http://forum.netduma.com/topic/23511-getting-uncaught-error-messages-heres-the-solution/ Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 21, 2018 Author Share Posted January 21, 2018 Today I have repeated the instructions, disabled bit defender, rebooted router, rebooted PC, refreshed chrome with a CTRL + F5, logged into interface and now getting error messages again, the only thing I have not repeated is the reset of the router by pushing the pin in the back of the router. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 21, 2018 Administrators Share Posted January 21, 2018 Did you refresh Chrome with Ctrl + F5 when on the interface itself? If not that's when you need to do it. If that doesn't fix it please do the factory reset and see if that clears it please. Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 23, 2018 Author Share Posted January 23, 2018 Today I have disabled Bit defender, refreshed chrome with ctrl + F5, and did router factory reset it now appears to be working again. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 23, 2018 Administrators Share Posted January 23, 2018 Today I have disabled Bit defender, refreshed chrome with ctrl + F5, and did router factory reset it now appears to be working again. Great news, we tested with Bitdefender today and grabbed the relevant info and are working with their team to come up with a proper fix. Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 24, 2018 Author Share Posted January 24, 2018 Today I booted computer that had bit defender disabled, refreshed chrome with ctrl + F5 and did nothing to the router and error messages are back and most features are not displaying properly. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 24, 2018 Administrators Share Posted January 24, 2018 Today I booted computer that had bit defender disabled, refreshed chrome with ctrl + F5 and did nothing to the router and error messages are back and most features are not displaying properly. Given the only known cause for this error is bitdefender, I think either it has not been fully disabled correctly or your hard refresh is not working. Could you double check you have definitely disabled bitdefender and if there are there any other bitdefender programs running on your PC? Link to comment Share on other sites More sharing options...
Administrators Netduma Iain Posted January 24, 2018 Administrators Share Posted January 24, 2018 Just to add some extra information. We've been communicating with BitDefender dev team for a few days now. We've sent them the relevant information and we're waiting for the response. For some reason BitDefender is cutting our GUI files in half (I've never seen this before). Really sorry for the inconvenience, we've posted everything their support team has given us and all we can do at the moment is wait for the response from the BD dev team. We should hopefully have a suggestion from BD dev team and as soon as we do we can provide a hotfix for your router or a solution via BD configuration depending on what they suggest. Link to comment Share on other sites More sharing options...
tjhccp2 Posted January 25, 2018 Author Share Posted January 25, 2018 Thanks for you help. I will double check regarding bit defender. I look forward to the bit defender hot-fix when available. Link to comment Share on other sites More sharing options...
Administrators Netduma Iain Posted January 25, 2018 Administrators Share Posted January 25, 2018 Thanks again, we'll post back in this thread. If you have any other preferred method of communication e.g. email. Please let me know via direct message Link to comment Share on other sites More sharing options...
peanut183 Posted January 25, 2018 Share Posted January 25, 2018 Just to add some extra information. We've been communicating with BitDefender dev team for a few days now. We've sent them the relevant information and we're waiting for the response. For some reason BitDefender is cutting our GUI files in half (I've never seen this before). Really sorry for the inconvenience, we've posted everything their support team has given us and all we can do at the moment is wait for the response from the BD dev team. We should hopefully have a suggestion from BD dev team and as soon as we do we can provide a hotfix for your router or a solution via BD configuration depending on what they suggest. Tough combination to pin down. Thanks for the update. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 25, 2018 Administrators Share Posted January 25, 2018 Good news: Had a Bitdefender developer take a look at my PC while the issue was occurring with Bitdefender enabled. They said at the time that they think they know what is causing the issue & how to fix it so with any luck we'll see a fix soon, either in the form of a patch on their software or a hotfix for the router. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted January 26, 2018 Administrators Share Posted January 26, 2018 Just heard back from Bitdefender, they will do the fix on their end. I will post back when their update is out. Link to comment Share on other sites More sharing options...
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