XR500 to R3: Having Plenty of Issues

[Jones87]

Good evening,

I went from the XR500 to the new R3 and since install I've had plenty of issues. Before 4.0.19, the router was going through a random loop reboot cycle that would only fix after multiple restarts of power pulling & not just hitting the power button in the back. And now even after 4.0.19 which was updated this morning, I get where the internet both hardlined & wifi does not work but R3 shows everything operational. Fix for this is multiple power restarts whether it is power button or power cord pulling. Also I've noticed since running the Ping Optimizer the first time, I have responsiveness issues with both hardlined & wifi as loading up websites slowly, playing games on PC that on XR500 was fine but with R3 have noticeably downgraded. I've thought about doing a full factory reset & going from the start but figured try here first before doing so. Thank you

[Netduma Fraser]

I've not seen anyone having a reboot loop on the R3 so this is something we definitely want to sort out, let's tackle that first, do you have it connected to a power extender or direct to an outlet? If an extender please try direct to an outlet. Otherwise do you have another power adapter you could try with?

[Jones87]

Sorry for not putting in terms, the reboot loop was fixed with 4.0.19 as of this morning. But the random stops of internet still persist. Just before posting my topic, I had to reboot it 4 times to allow my devices & hardlined PC to get websites/apps to work as well as my phone with the DumaOS app to work.

Edited December 18, 2023 by Jones87

[Netduma Fraser]

Okay that's good, do keep an eye on the reboots. Do you still have access to the interface when the internet disconnects? If so when it happens go to Settings > Troubleshooting > Advanced and get the System logs please. Disable Adblocker in case that's blocking ad heavy sites and makes it appear like a disconnect.

[PharmDawgg]

1 hour ago, Netduma Fraser said:

I've not seen anyone having a reboot loop on the R3 so this is something we definitely want to sort out, let's tackle that first, do you have it connected to a power extender or direct to an outlet? If an extender please try direct to an outlet. Otherwise do you have another power adapter you could try with?

Sorry to jump in but I had a quick question do you recommend only connecting the R3 to a direct outlet and to not use a power strip. Thanks.

[Jones87]

2 hours ago, Netduma Fraser said:

Okay that's good, do keep an eye on the reboots. Do you still have access to the interface when the internet disconnects? If so when it happens go to Settings > Troubleshooting > Advanced and get the System logs please. Disable Adblocker in case that's blocking ad heavy sites and makes it appear like a disconnect.

The reboots haven't happened since 4.0.19, only time reboots happen now is when I have to manually do it whether power button or pulling power cord. When I lose internet, the interface is not accessible and the app doesn't allow me to login and it also doesn't show my SSIDs but on the R3 it shows 2.4 & 5G is online. 

 

Also, I just noticed that the router has the highest usage of all my devices in the network. How is that possible? 

[Jones87]

Now I'm having more issues after it dropped internet & I rebooted it. My wifi cameras stopped working, random devices are going on & off, now the internet isn't working at all but the R3 shows everything on & working but no SSIDs showing, shows it has internet but nothing is working & can't even load into the interface to get the logs. My XR500 never had an issue like this. $200 for a headache that should've been a simple setup.  

[Netduma Fraser]

10 hours ago, PharmDawgg said:

Sorry to jump in but I had a quick question do you recommend only connecting the R3 to a direct outlet and to not use a power strip. Thanks.

It shouldn't be necessary but if you have a full power extender and notice any oddities with the router then best to check direct.

9 hours ago, Jones87 said:

The reboots haven't happened since 4.0.19, only time reboots happen now is when I have to manually do it whether power button or pulling power cord. When I lose internet, the interface is not accessible and the app doesn't allow me to login and it also doesn't show my SSIDs but on the R3 it shows 2.4 & 5G is online. 

Also, I just noticed that the router has the highest usage of all my devices in the network. How is that possible? 

8 hours ago, Jones87 said:

Now I'm having more issues after it dropped internet & I rebooted it. My wifi cameras stopped working, random devices are going on & off, now the internet isn't working at all but the R3 shows everything on & working but no SSIDs showing, shows it has internet but nothing is working & can't even load into the interface to get the logs. My XR500 never had an issue like this. $200 for a headache that should've been a simple setup.  

Could you factory reset it then see if it is any more stable after that? If it isn't then I think we'll need to get someone to remote in, could you get it working again then enable remote support in Settings > Troubleshooting, disable IPv6 in WAN/LAN advanced settings please then post back here with a device connected to the R3 and I'll get a dev to have a look or at least enable some extra logging so we can try to figure out what may be happening. You are the first person having this problem so we're keen to get it resolved.

[Jones87]

On 12/19/2023 at 5:47 AM, Netduma Fraser said:

It shouldn't be necessary but if you have a full power extender and notice any oddities with the router then best to check direct.

Could you factory reset it then see if it is any more stable after that? If it isn't then I think we'll need to get someone to remote in, could you get it working again then enable remote support in Settings > Troubleshooting, disable IPv6 in WAN/LAN advanced settings please then post back here with a device connected to the R3 and I'll get a dev to have a look or at least enable some extra logging so we can try to figure out what may be happening. You are the first person having this problem so we're keen to get it resolved.

Good morning,

How do I go about requesting a refund & to ship back to product? I ended up re-hooking back up my XR500 & not only is there a night & day difference on WiFi range but all my devices, hardlined & WiFi, connected without a beat. I'm sorry but the R3 is not an upgrade for me with as many issues as I've had with it since receiving & hooking up.

[Derek2626]

Im actually  thinking about doing this myself, my wife and kids are ready to kill me with the wifi strength, everything in my house keeps disconnecting from wifi constantly.  Even after splitting the wifi bands

 

Is there a way to set up the xr500 for wifi devices and piggyback the r3 off the xr500 for wired xbox to use the r3 gaming settings?

[Jones87]

7 minutes ago, Derek2626 said:

I'm actually  thinking about doing this myself, my wife and kids are ready to kill me with the Wi-Fi strength, everything in my house keeps disconnecting from Wi-Fi constantly.  Even after splitting the Wi-Fi bands

 

Is there a way to set up the xr500 for Wi-Fi devices and piggyback the r3 off the xr500 for wired Xbox to use the r3 gaming settings?

I am enraged at how bad the Wi-Fi range is on the R3 compared to the XR500. I have 6 Ring devices & my Chime Pro which is 6-ish feet from the R3 showed low-medium connection. I'd rather not even deal with it anymore as the frustration of disconnects, range & overall comparison to the R3 to XR500 is actually worse. To answer your question I'm sure there is but I'm over the headache/frustration.

[AsNCo]

1 hour ago, Jones87 said:

I am enraged at how bad the Wi-Fi range is on the R3 compared to the XR500. I have 6 Ring devices & my Chime Pro which is 6-ish feet from the R3 showed low-medium connection. I'd rather not even deal with it anymore as the frustration of disconnects, range & overall comparison to the R3 to XR500 is actually worse. To answer your question I'm sure there is but I'm over the headache/frustration.

Just a word of advice. All your Home Automation devices should always be on the 2.4GHz network.
They use little data but can be far away from the router. 2.4GHz network suits their requirement.

[Jones87]

21 minutes ago, AsNCo said:

Just a word of advice. All your Home Automation devices should always be on the 2.4GHz network.
They use little data but can be far away from the router. 2.4GHz network suits their requirement.

Thanks for the known advice. Appreciate you trying to help but not needed. Thank you

[Netduma Fraser]

The XR500 can be setup in AP mode behind the R3 which will disable DumaOS and any routing functions, just allowing for WiFi to be used, every device will be seen by the R3. For the R3 WiFi

1. Split the bands, give 2.4/5GHz different names and apply - you'll want to connect to 5GHz specifically for speeds
2. Use a WiFi analyzer to find the least congested channel and change to that
3. Experiment with the widths to see what gives better results
4. Ensure it's in an elevated position - not on a metal surface
5. Ensure there aren't any electrical / wireless devices e.g headphones etc within close proximity ~3 feet if possible
6. Set the antennae to this position _ | | _

Doing that should improve it. We'll also be taking a look at all the WiFi feedback and work on improving it. If you wish to return please email [email protected]

[Jones87]

16 minutes ago, Netduma Fraser said:

The XR500 can be setup in AP mode behind the R3 which will disable DumaOS and any routing functions, just allowing for WiFi to be used, every device will be seen by the R3. For the R3 WiFi

1. Split the bands, give 2.4/5GHz different names and apply - you'll want to connect to 5GHz specifically for speeds
2. Use a WiFi analyzer to find the least congested channel and change to that
3. Experiment with the widths to see what gives better results
4. Ensure it's in an elevated position - not on a metal surface
5. Ensure there aren't any electrical / wireless devices e.g headphones etc within close proximity ~3 feet if possible
6. Set the antennae to this position _ | | _

Doing that should improve it. We'll also be taking a look at all the WiFi feedback and work on improving it. If you wish to return please email [email protected]

Thank you for trying to help but I've already set up for a return/refund as the R3 which is a 5 year upgrade to my XR500, has considerable night & day difference in WiFi range, bigger pain to set up & overall not worth the $200 headache. I put the R3 in the same spot as my XR500 & I have nothing set up in the XR500 other than SSID & password change & Guest WiFi disabled. I have a Ring Chime Pro in my hallway which is not even 6' from the router location & with the R3 it shows weak as with the XR500 it shows strong. I've done all the recommended suggestions as well as looking at others posts with similar issues & seeing those suggestions & none have fixed the random disconnects of all devices or improved WiFi range. Appreciate the help but this device is not a suitable purchase or upgrade by any means.

[Netduma Fraser]

1 hour ago, Jones87 said:

Thank you for trying to help but I've already set up for a return/refund as the R3 which is a 5 year upgrade to my XR500, has considerable night & day difference in WiFi range, bigger pain to set up & overall not worth the $200 headache. I put the R3 in the same spot as my XR500 & I have nothing set up in the XR500 other than SSID & password change & Guest WiFi disabled. I have a Ring Chime Pro in my hallway which is not even 6' from the router location & with the R3 it shows weak as with the XR500 it shows strong. I've done all the recommended suggestions as well as looking at others posts with similar issues & seeing those suggestions & none have fixed the random disconnects of all devices or improved WiFi range. Appreciate the help but this device is not a suitable purchase or upgrade by any means.

Sorry to hear that but I do understand your concerns, WiFi is something we'll be focusing more on to improve. We'll be putting out quite a lot of bug fixes in the new year so it will become a lot more stable, perhaps in the future if your concerns have been resolved you could revisit it.