| Case # |
3759015 |
| Problem |
Other
|
| Cause |
Enhance - firmware / driver request |
| Status |
Open |
| Notes |
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9/15/2006 7:40:00 AM
I have the current release firmware and have found there to be some sort
of bug that wasn''t on the known issues list. I assume this is due to some
attack that is being attempted, but the router will stop responding to DNS
and UPnP protocols after a while. I have no idea the exact duration, or if
there is any consistency to it. But having to unplug the router to be able
to surf the web (without having to go by IP address only or pointing all
clients to some other DNS server) is rather annoying. I also notice, when
those services stop responding, that the web interface does not update or
react properly. My guess would be a memory leak or buffer overflow.
I am a technically oriented user and would be very willing to perform any
tests that might be able to help track down the issue (including the use
of non-release firmware, if that was needed).
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9/16/2006 7:05:00 PM
After reviewing your information I see that this issue is much more
extensive than I can assist you with here at L1. I am going to escalate
your case to L2 for further review and response. Please allow them 24
hours to review and respond to you.
Once you have reviewed my response here, there is no aditional action
needed from you in order to escalate. Do not answer yes or no to the
question below. This email is for your information only. The L2 agent will
update the case once it is received.
Again, I thank you for the opportunity to assist you and THANK YOU for
choosing NETGEAR.
Regards
NETGEAR SUPPORT
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9/25/2006 2:50:00 PM
I''ve just gone through a move and have not hooked all my computer
equipment back up. However, I''ve not seen anything else regarding the
problems that I''d described. Would they have contacted me through email?
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12/1/2006 6:43:00 AM
Hey Nathan,
Thank you for contacting NETGEAR Support. My mame is David, and i will be
reviewing your case.
After looking at the initial E-mail i see that you have the Current
release firmware the date was 9/15/2006
This indicates you have firmware version 1.0.2.4
There is a more recent firmware available here:
http://kbserver.netgear.com/release_notes/d102984.asp
Firmware version 1.0.3.5
Once you've updated the firmware you must reset the router to Factory
defaults By Pressing and holding the RESET button for a full 30 seconds.
Then manually re-configure the router.
Please feel free to contact us for further support.
Regards,
David S
Netgear Level 2 Support
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12/1/2006 5:13:00 PM
I already performed that procedure. I''ve been on that firmware for a
while now. The trouble is, it did not solve the DNS dropout problem I
have.
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12/1/2006 10:21:00 PM
Hey Nathan,
Here is another thing you can try.
If the router stops responding to DNS requests
You should test the DNS servers by preforming a PING test, and make sure
the DNS servers are actually responding.
If the you check the router status page, and the PING Those DNS servers.
You can set static DNS servers in the router, Its probably best for you to
contact the ISP and find out their DNS servers.
Once you obtain the DNS servers from the ISP, you should test them by
Preforming a PING test.
If you cannot obtain Static DNS servers from your ISP, You can use these
DNS servers for testing.
4.2.2.2
4.2.2.3
If these suggestions do not work please call our support center at the
following number 1-888-638-4327,
So we can collect more information about your case.
Regards,
David S
Netgear Level 2 Support.
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12/2/2006 8:09:00 AM
It''s not the REMOTE DNS at fault. If I manually point to another DNS
server, everything works fine. However, the router, itself, is supposed to
be a DNS proxy for all of it''s DHCP clients. Is it not? It sure sets
itself up to be, anyway. And even works that way, for a good while. Then,
for whatever reason, the ROUTER stops working as a DNS server. A reboot of
the ROUTER and all is fine. Note that during this time, any established
connections are still working fine, as will anything else that is IP
based, rather than hostname based.
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12/2/2006 10:01:00 PM
Dear Nathan,
Please call our support center at the following number: 866-246-4995
So we can determine if the hardware is defective, and issue a replacement.
Regards,
David S
Netgear Level 2 Support.
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12/3/2006 8:08:00 AM
Wait. If DNS drops out, due to a BUG or EXPLOIT, you think it may be
defective hardware?! The established connections stay working, and
anything that uses an external DNS will work, too. It''s ONLY the DNS
portion of your FIRMWARE that is having issue. I''ll call, but it may be a
while. My work schedule makes it REAL hard to call various support
services. Web and email work best with me, for the simple fact that I can
do them at any time of day or night that I have the time for.
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12/3/2006 11:37:00 AM
Mr. Hartwell,
My name is Nathaniel from Netgear Level 2 Technical Support. I have
reviewed your case and understand that you've ran into a problem when
using the router as an unauthorative DNS server. The easiest way to
resolve this problem is to stop using the router to proxy DNS lookups.
At this time there are only two options, manually enter the DNS addresses
of your ISPs domain name servers into the TCP/IP configuration of your LAN
adapter(s) or request a replacment unit from the manufacture.
Warranty Policy
- http://kbserver.netgear.com/kb_web_files/n100002.asp
Regards,
Nathaniel - Netgear Level 2 Technical Support.
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12/3/2006 5:10:00 PM
Well, aren''t you just the brightest of the bunch. Your product isn''t
working as DESIGNED, so you tell the customer to stop using it that way.
You don''t even suggest getting with the firmware development team to put
together a debug version that might give a clue as to what''s causing the
whole issue. You people are just as bad as the LinkSys morons. They had
firmware issues (the router of theirs I used had other issues that changed
with the various firmware versions I used, but they suggested it was
faulty hardware, too). And to think, I thought Netgear was a better
product with superior support. Oh, my bad.
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12/9/2006 3:01:00 PM
Mr. Hartwell,
My recomendation is intended as a workaround to immediatly remedy your
specific issue with recursive DNS lookups. We cannot provide the kind of
solution your are looking for because this issue is not one that we've
duplicated in our labs. There are various reasons for a recursive DSN
lookup to fail and we do not have a debugger available for you to
troubleshoot this issue further. Thus, of the possible reasosn for this
issue and their respective solutions, we are left with just two
workarounds that may provide an immediatly resolution.
1: Using your ISPs DNS address, manually specify the primary and secondary
DNS addresses in the router's basic settings page (if applicable) or in
the TCP/IP settings of each computer.
2: Contact Netgear Technical Support by phone and refer to support case
#3759015 to begin processing a replacment unit which has been authorized.
Regards,
Nathaniel - Netgear Level 2 Technical Support
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12/9/2006 5:21:00 PM
Next time you are suggesting to temporarily bypass a bugged feature of
your product while the issue is still being looked at, SAY IT''S A
TEMPORARY SOLUTION WHILE THE BUG IS BEING WORKED ON. The way you said it
suggested something on the stupid level.
Now, seeing as how I''m not locked to a specific IP, there''s the chance
that I can get on a different subnet with my ISP. My ISP has started
blocking DNS lookups that are directed to server outside of it''s subnet.
I run my own server and cannot use it''s DNS, for example. So, your
temporary solution means I''d have to log in to the router and change the
DNS entries any time my IP happened to belong in a different subnet. My
frequent connection drops (lovely ISP, I know) are what I suspect as the
problem. And, like a few Microsoft products, I suspect your firmware has
no timeout on certain processes (which it should, just a reasonably long
one).
A possible fix that you can pass on to your firmware development team is
to get the latest uclinux package and base off of that. I suspect that the
product is either using an old uclinux version or a completely custom code
base.
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12/11/2006 1:01:00 PM
Mr. Hartwell,
RE: "My ISP has started blocking DNS lookups that are directed to server
outside of it''s subnet"
If, your ISP's DNS servers are blocking recursive lookups directed to the
DNS server that originate from a different subnet.
You may want to use a different DNS server. We use 4.2.2.2 and 4.2.2.3 for
testing, however, these are not Netgear owned DNS addresses. You'll have
to contact your ISP for a permanent DNS alternative.
-OR-
If, your ISP is blocking recursive DSN lookups to any DNS server outside
of the subnet from which the lookup originated.
You'll have to contact your ISP for a permanent DNS alternative that does
not block recursive DSN lookups.
Regards,
Nathaniel - Netgear Level 2 Technical Support
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12/11/2006 5:17:00 PM
OR, Netgear firmware authors and tech support can get a clue and actually
FIX their broken crap so that the customer DOESN''T have to jump through
flaming hoops to get around a flaw in your product.
I just wonder how many people would even consider ANY Netgear product if I
were to copy this entire technical submission thread and paste it on my
web site.
The ONLY router that I have NO trouble with was the router *I* made with
an old computer. It ran an old Linux installation, and even stayed
running, perfectly, when the HD failed on me. It wasn''t until I tried to
log in to the server to check a log file that it freaked out. The ONLY
reason I hadn''t rebuilt that router is that I liked the idea of a small,
dedicated, drive-less router. With all the problems I keep having with the
various brand routers, I''m starting to rethink that decision.
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12/13/2006 12:32:00 PM
Mr. Hartwell,
If your ISP is blocking recursive DNS lookups from your router, this is
beyond Netgear's control and they only thing we can do is offer
suggestions as to how you might workaround the actions of your ISP.
However, if you no longer require technical support on this issue you may
close the case at any time.
If your ISP's DNS servers are blocking recursive lookups directed to the
DNS server that originate from a different subnet, you may want to use a
different DNS server. We use 4.2.2.2 and 4.2.2.3 for testing, however,
these are not Netgear owned DNS addresses. You'll have to contact your ISP
for a permanent DNS alternative.
If your ISP is blocking recursive DSN lookups to any DNS server outside of
the subnet from which the lookup originated, you'll have to contact your
ISP for a permanent DNS alternative that does not block recursive DSN
lookups.
Regards,
Nathaniel - Netgear Level 2 Technical Support
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12/13/2006 6:54:00 PM
Excuse me, but have I reached the DUMBEST tech support in the ENTIRE
WORLD?
FIX YOUR FIRMWARE. THERE IS A FLAW IN IT''S DNS CODE. CUSTOMERS SHOULD
*NOT* HAVE TO MANUALLY CONFIGURE THEIR COMPUTERS FOR *ANY* DNS SERVERS, AS
YOUR ROUTER IS SUPPOSED TO FULLY TAKE CARE OF THIS FOR THEM. IT SHOULD
*NOT* MATTER IF THE CUSTOMERS ISP IS BLOCKING DNS REQUESTS IN ANY WAY,
OTHER THAN IF THE ISP IS BLOCK *ALL* DNS REQUESTS, EVEN TO THEIR OWN
SERVERS. AN ISP THAT DID THAT WOULD HAVE *NO* CUSTOMERS.
Now, this entire thread is going on my web site. For your information,
Google does, or at least has in the past, indexed my site. This means
anyone that does a web search will find this "support" thread and go look
for SOMEBODY ELSE''S ROUTER. No customer is going to buy a product where
the tech support says "if our product is broke, then don''t use it they
for what we meant it to do". And while that''s not a direct quote, that IS
*EXACTLY* what you IDIOTS are saying.
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