Portal loosing internet every day

Comments

19 comments

  • Avatar
    David

    Hi Grant,

    I've created a ticket for the support team to investigate (#7989).  Please let them know your Portal's Product ID (bottom label) and they can look at what might be occuring with your Portal.  They will contact you shortly.

    Regards,

    David

     

  • Avatar
    Jeff

    Same thing happening to me. I’m running mesh mode and it’s been occurring now for the last week, internet drops constantly, portal restarts itself all the time. I’m on 1.4.227_api-1.2.208 as well.

  • Avatar
    Jeff

    No update? I’m ready to just try something else at this point. Haven’t seen a firmware update in months.

  • Avatar
    Brian

    I am having the same issue.  Ticket was created gave the rep all my router info, nothing but crickets since.  Time to move on!

  • Avatar
    David Tay

    Update on this thread...

    Anybody's Portal recently starting losing connectivity on an almost daily basis and require a hard power cycle?  Mine just started doing it the last few days and I've started a log capture (via the USB flash drive on USB-2). Hopefully when it crashes again, it will generate some logs that will provide Portal support with some insight.  I've opened a ticket (#8835).  Until now, it has been fairly rock solid.

    This is just a single Portal in AP/bridge mode, running firmware Portal-1.4.233_prod-1.2.215.

  • Avatar
    Timmons Richard

    I am having the same issue. Every morning I wake up it’s red, and I have to reboot

  • Avatar
    David

    Timmons,

    We've created a ticket for the support team to investigate (#8922).  Please let them know your Portal's Product ID (bottom label) and we will try to determine why your Portal is going offline.

  • Avatar
    Madhu Surapaneni

    Same issue here - happening very frequently in the recent days. I'm running a mesh system with the latest firmware - the second portal is almost always offline - not sure why - it is always blue or red and rarely green. I was hoping they would fix this soon. looks like the support for Portal is over once they were acquired. Seems like a good lesson learned. Time to move on. 

  • Avatar
    David

    We would very much like to resolve the issues that you're having with the 2nd Portal in your mesh.  Please let us know you Product ID from the bottom of the Portal and we will check its configuration, status, and RSSI on the wireless link.

    Regards,

    David

  • Avatar
    John Evans

    Good Morning,

    I'd like to report the same issue. I'll restart the portal router and all phones/tables will connect just fine. As soon as I turn my PC on and start a game up, all devices connected to 5G will drop and the router will go red. I've reverted back to an older netgear router at the moment

     

    Product ID: AD71

  • Avatar
    Rtmongeon (Edited )

    Looks like I have the same issue but happening frequently. I have opened up a support ticket. Maybe something related to the Portal-1.4.233_prod-1.2.215 firmware update 

  • Avatar
    Jeffprice26

    same problem here on firmware Portal-1.4.233_prod-1.2.215

    I've already opened a support ticket.  will see what they say.

  • Avatar
    grant davies

    My Portal was replaced but appears to be back to the issue.  Internet is very slow or doesn't connect, speed test shows latency of 54+ms + <3MB download and almost 0 upload, reboot portal and I'm back to 16ms / 100MB down / 22 MB up.

  • Avatar
    Vasilios Betoglou

    I'm having the same issue.  I just got these yesterday (2 in mesh).  My PC is hardwired and will randomly (but frequently) lose connection to the router (did a ping test to the router, will get random timeouts).  Weirdly enough, I haven't seen the issue on WiFi.

  • Avatar
    David

    Hi Vasilios,

    I have created a ticket for us to help investigate the issue. Once you're contacted, please let us know your Product ID (bottom label) and we will try to determine why you're experiencing the drops on the LAN connection.  We will also need to know which Ethernet controller you have in your PC.

    Thanks,

    David

  • Avatar
    Vasilios Betoglou

    Hi David,

    After a bit more troubleshooting, I ended up rebooting the PC and this seems to have helped.

    So the scenario: I had my PC connected via Ethernet.  It got some random IP.  I added it to DHCP reservation with a static IP.  I released/renewed (Win10 ipconfig /release > ipconfig /renew) my IP, but it seems to have picked up the original IP it had, not the static one I assigned it.

    I think in this state, connectivity was unstable.  My other machines, phones, TVs, etc., did not display any issues (some are also DHCP reservered, but they were rebooted, my PC was not).

    I don't know if this is an issue with the router or with Windows.  On reboot, it picked up the reserved IP and it's been fine so far.

    Going to try enabling QoS again as I assumed this was contributing to the issue.

    *** ADDENDUM ***

    Ok, funny enough, I went to submit this comment and got:

    This site can’t be reached

    support.portalwifi.com’s server IP address could not be found.

    Try:



    DNS_PROBE_FINISHED_BAD_CONFIG
    I looked over at the router and it had a red ring, which it wasn't doing before.  Seems to have recovered.  Not sure if this is a one off...
  • Avatar
    Timmons Richard

    Any  updates? My previous configuration was one portal. I have since created a mesh system with 2 portals. The 2nd portal never stays connected to the first portal. I assume the signal is too weak or something. I am now connecting the 2nd portal via powerline connectors, as the wifi connection just doesnt work between the units.

    To be honest, I am not seeing advantages to this setup. I could get better performance with just a repeater. Anything I connect to the back of either portal is slow or doesnt stay connected. I have plugged all ethernet back into my main ATT gateway and kept the sid. The portals are on a different sid.

  • Avatar
    Clyde Stringer

    Same issue. Recently purchased a second Portal to mesh (Portal1). Needed better signal in another part of house. After going through set up, moved it to its new home. It worked as expected for two weeks. Now it displays red ring. Things I tried:

    1. Reboot meshed router (unplug / plug in power). No change.

    2. Reset meshed router. No change

    3. Re-pair meshed router (ethernet cable from Portal0 to Portal1). Pairing successful. Green ring. See it on app.

    4. Moved mesh router back to where it is needed. Fail. Never connects Red ring.

    Firmware version 1.4.233_api-1.2.215 on both.

    Open a ticket time.

  • Avatar
    Ron Kopald

    Fwiw, my Portal ran for less than a week before it bricked hard. It never came back online and I was forced to return it. There is something in the hardware that is not working correctly and I suspect a recall is in order.

Please sign in to leave a comment.