Unfinished Posted November 8, 2020 Share Posted November 8, 2020 EDIT: Several problems have been resolved during the fault finding of this case and all that remains is for a firmware update to restore stability (IMHO). Kudos to the support team for all the assistance, particularly Fraser who has always been quick to respond. Top man! Hi all, My first post and unfortunately not a very positive one. The potential of this router looks promising, however, only if it actually works... I have upgraded to the latest firmware today, upgrade completed and then a full reset carried out. I then set about organising my network. Long story short, after enabling auto setup of QoS, I lost all access to the LAN connections and then shortly after lost connection to the internet and OS completely. The router is showing a wifi signal that is displaying correctly on my network, but I cannot access the router or the internet. This may be co-incidental, as last night the network went down for a short while also. I have turned the router off and then on again, but not another reset yet, as repeatedly setting up passwords and other settings is getting a bit tedious. The router is plugged in via an EE Smarthub, which I have disabled wifi on, but there is no option to select bridge mode, this not being ideal, I have ordered a VDSL modem to replace the Smarthub. Straight after the update, all was well, only now it isn't, your help would be greatly appreciated. Of note and maybe worth mentioning is an error when accessing the OS - Error: Missing JSON response. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 8, 2020 Administrators Share Posted November 8, 2020 Hey, welcome to the forum! Sorry to hear you're having this issue. Give the R2 a static IP on the EE hub and put it in the hub DMZ. On the R2 set DHCP lease hours to 168 and see if that helps please. Link to comment Share on other sites More sharing options...
Unfinished Posted November 8, 2020 Author Share Posted November 8, 2020 It appears that the router is not being seen by the Smarthub. The WAN port appears to have gone down. To clarify, the Netduma is the only device now plugged into the Smarthub (port 1), nothing seen by the Smarthub, port shows 0 connected devices. Link to comment Share on other sites More sharing options...
Unfinished Posted November 8, 2020 Author Share Posted November 8, 2020 In addition, the Netduma was assigned a static IP Link to comment Share on other sites More sharing options...
Unfinished Posted November 8, 2020 Author Share Posted November 8, 2020 Just tried a different ethernet cable, still nothing seen. I did manage to get to the login page on the Netduma, but it is saying that there is no internet connection, which there wouldn't be if there was a hardware fault on the WAN port. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 8, 2020 Administrators Share Posted November 8, 2020 In the R2 Network Settings, change it to the static network settings it has, then reboot the R2 and see if that works please. Link to comment Share on other sites More sharing options...
Unfinished Posted November 8, 2020 Author Share Posted November 8, 2020 I've just reset the Netduma once again and carried out a power cycle. The Smarthub has now picked the Netduma up again and I'm in the process of setting it back up. IP is static, no pinhole or DMZ setup yet. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 8, 2020 Administrators Share Posted November 8, 2020 Okay fingers crossed it stays stable, let us know how you get on. Also no need to use Auto Setup for Congestion Control at the moment as it is too aggressive so best to change the sliders manually for now. Link to comment Share on other sites More sharing options...
Unfinished Posted November 8, 2020 Author Share Posted November 8, 2020 Congestion control didn’t do anything other than recommend 100% on the sliders for either bandwidth or ping. It’s a moot point however, as I’ve lost all connection again, it’s still down after a power cycle. lights 1&2 solid, 3 blinking and 4 (5G) off. LAN port 2 light is mostly off and rarely lights up under any circumstance. I can see the R2 signal on the network, but cannot reconnect. My NAS never gets identified by the R2 and is always shown as offline with no IP ever assigned. A couple of other devices will switch between LAN and offline regularly, is that normal? Thank you very much for your help so far, I’ll pick this up tomorrow, perhaps when I’m not on a phone over 3G! Link to comment Share on other sites More sharing options...
Unfinished Posted November 9, 2020 Author Share Posted November 9, 2020 A couple of resets this morning. Still having issues with internet connection being lost. 5G WiFi light is intermittent, but mainly off. I cannot rule out the EE Smarthub as a source of frustration, as that too has had problems before. I have a stand-alone modem coming in the next day or two, so won’t give up on this yet. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 9, 2020 Administrators Share Posted November 9, 2020 Thank you for the updates. I think if it doesn't work properly after using the modem then we'll need to get you a replacement unit and then that should work much better. Link to comment Share on other sites More sharing options...
Unfinished Posted November 15, 2020 Author Share Posted November 15, 2020 Hi Fraser, An update... I tried the standalone modem and initially just had no WAN IP connection, however after a power cycle to reset the modem and PPPoE settings, there was no access to the OS, a further hard reset didn't help and I've had no luck at all getting back in to the web interface. I've swapped out my old router and even used it with the modem in WAN mode only, to prove the serviceability of the modem. I have to say that it looks like the R2 is goosed, either the OS is corrupt somehow, or there is a hardware failure. I've reboxed the device for return and replacement. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 15, 2020 Administrators Share Posted November 15, 2020 Sorry to hear that. Make sure to email [email protected] with a link to the topic and your order number to ask for a replacement. Link to comment Share on other sites More sharing options...
Unfinished Posted November 18, 2020 Author Share Posted November 18, 2020 Update: The new router arrived, so I set it up today. It had the previous firmware installed, but I carried on through the setup and scanned my network. All devices that were switched on and connected, were detected and seen in device manager. I set the DHCP lease to 168 and split the wifi signals. All was good, until... Firmware updated to .179 and the problems started. Update initially carried out OK (no reset at this point) within an hour or so of being up, I lost wifi, then WAN IP connection. A reset and reboot didn't help, but after several attempts, got the R2 back up, but LAN connections are lost and wifi is intermittent. It seems that either the new firmware is inherently problematic, or the reset has caused a hardware fault. This is all compounded by a potential external line fault that EE are blaming on BT, but an engineer is visiting my place tomorrow morning. All in all, a bit of a problem that isn't all that easy to diagnose at the moment with several variables. Obviously with some of the symptoms listed, the guys at Netduma will have a better idea of what is happening behind the scenes. I would just like to add that the initial setup on the old firmware went very quickly and smoothly, the post new firmware setup was glitchy and erratic to say the least. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 18, 2020 Administrators Share Posted November 18, 2020 Thank you for updating us, frustrating it wasn't smooth sailing the second time around. To start with completely unplug the R2 and have it hidden away before the engineer comes as if they see that they will immediately blame it and you won't get anywhere. Once they've made changes connect it back up and see if it is any more stable. Link to comment Share on other sites More sharing options...
Unfinished Posted November 18, 2020 Author Share Posted November 18, 2020 Good call. The fault is external anyway, so I'm not sure why they are visiting, but without a stable connection, it's difficult to say where the cause and effect is. I'll update once the visit is over. Link to comment Share on other sites More sharing options...
Unfinished Posted November 19, 2020 Author Share Posted November 19, 2020 Update. Engineer couldn't find a fault of any description, but a new master socket has been fitted with an integrated filter, not because of any fault with the previous one however, but "just in case". After that I reconnected the ISP router (EE) and all was checked as fine. I then reconnected the R2 and let it boot, initially DHCP didn't assign IPs, but I carried out another power cycle and that sorted the IP to an XBOX, but it still doesn't assign an IP to my NAS. The NAS is on one of the LAN ports and is seen in device manager, but not assigned an IP. Another issue seems to be that I cannot split the wifi, deselecting "mirror" recycles the wifi and I drop out momentarily, only to reconnect with the "mirror" option still selected. Both 2.4G and 5G are transmitting and the device manager shows a number of devices on both frequencies, but I guess on the same channel? Something else to note is that I have a TP Link wifi extender over mains. I've switched this off for now, as there is a possibility for a source of interference. I will troubleshoot that once I've monitored the pared down network for stability. There is still the issue with intermittent internet dropout late afternoon, early evening, but this appears to be line related and independent of either of the routers that I have tried so far. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 19, 2020 Administrators Share Posted November 19, 2020 Thanks for the update. Does the NAS have any sort of Internet Settings you can access? I assume not. What web browser are you using to change that WiFi setting? Link to comment Share on other sites More sharing options...
Unfinished Posted November 20, 2020 Author Share Posted November 20, 2020 I can normally login to the web interface of the NAS via the LAN, but the R2 either hasn't allocated or seen an IP address for it. I'll need to find a way to connect via LAN, but new MacBooks don't have ethernet connections, so I might try a reset and see if it defaults back to DHCP. I have a feeling that it might be using a static address from the previous network setup. I'm using Safari. For info, the system has been rock solid for over 24 hours so far, but I have not messed with many settings yet... Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 20, 2020 Administrators Share Posted November 20, 2020 That's certainly a possibility as it doesn't make sense otherwise why the R2 wouldn't be giving it an IP address. Try using Google Chrome and then see if it works as expected please. Link to comment Share on other sites More sharing options...
Unfinished Posted November 20, 2020 Author Share Posted November 20, 2020 I've installed Chrome and have managed to split the wifi settings. The NAS has been reset and the R2 has issued an IP under DHCP. Things are looking good. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 20, 2020 Administrators Share Posted November 20, 2020 20 minutes ago, Unfinished said: I've installed Chrome and have managed to split the wifi settings. The NAS has been reset and the R2 has issued an IP under DHCP. Things are looking good. Brilliant to hear that, thanks for the update! Link to comment Share on other sites More sharing options...
Unfinished Posted November 20, 2020 Author Share Posted November 20, 2020 Actually, the wifi hasn't split, it's reverted back to mirrored. All other function working as described so far. Link to comment Share on other sites More sharing options...
Administrators Netduma Fraser Posted November 20, 2020 Administrators Share Posted November 20, 2020 19 minutes ago, Unfinished said: Actually, the wifi hasn't split, it's reverted back to mirrored. All other function working as described so far. Did you name the 2.4/5GHz differently so you know whether it is split? For example, is it definitely still mirrored or is 5GHz not broadcasting at all? Link to comment Share on other sites More sharing options...
Unfinished Posted November 20, 2020 Author Share Posted November 20, 2020 I've just tried renaming the two frequencies. I was expecting to see a 2.4 and a 5G signal on device manager, but now there is only a 2.4G frequency shown where previously 5G was also shown. Oddly, I no longer see the R2 wireless signal on my Mac wifi networks. If I have mirrored settings, I see 2.4G and 5G frequencies on device manager and the R2 is visible in the Mac wifi network preferences. Link to comment Share on other sites More sharing options...
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