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sxz

sxz

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#315431 15-Jul-2024 20:47
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I've had very strange behavuor in my Genesis Energy EERO 6+ Router that's less than a year old.

 

2 weeks ago my laptop, PC, one security camera (but not the others) and wifi garage door opener all stopped connecting to the internet over that network.  No issue to the LAN TV (etc.), nor any of our android devicees, nor our newer cameras.  I managed to do some fiddling on my laptop and got it working, but not the other devices.  a few days later the laptop stopped again.  Here's where it gets weird:

 

I opened a guest wifi network, and that works fine (new SSID and password).  Trying to fix the problem for good I factory reset the EERO, but the same problem arose.  I've power cycled everything many times with no result.  I'm now back on the guest network and it's working fine.

 

I'm at a loss.  I've done troubleshooting for everything I can think of.  What would you try next?


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zocster
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  #3260019 15-Jul-2024 21:33
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When I had this happen to me, the ISP was at fault. But it sounds like your problem is different. Have you updated to the latest firmware? 




sxz

sxz

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  #3260027 15-Jul-2024 22:19
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Yes firmware is all up to date.  When checking I've seen the app has a 'run health check' option, so I've done that.  It tells me everything is working correctly (which on LAN and the Guest network, it is).  

 

 


sxz

sxz

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  #3260028 15-Jul-2024 22:21
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Actually, my QNAP NAS is also not connecting, and that's LAN only.  This is getting frustrating...




taneb1
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  #3260069 16-Jul-2024 08:47
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Just checking was it Genesis, or Mercury/Trustpower?

 

If it is Mercury/Trustpower, would suggest raising a ticket via the Contact Centre and having them escalate it as a fault, feel free to PM me an account number once you've raised this so I can keep an eye on it. 

 

Only thing I could suggest checking first would be that you aren't running a custom DNS configuration as believe the guest network treats DNS differently. 





Any comments made are my personal views and does not represent those of my employer


sxz

sxz

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  #3260073 16-Jul-2024 09:13
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Shoot, you are right, it's Mercury, not Genesis.  Yeah I've raised a ticket and am waiting for the response...

 

Thanks!


taneb1
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Mercury

  #3260082 16-Jul-2024 09:39
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sxz:

 

Shoot, you are right, it's Mercury, not Genesis.  Yeah I've raised a ticket and am waiting for the response...

 

Thanks!

 

 

All good, are you able to PM me an account number and I can escalate this internally / take a look to see if I can find anything. 





Any comments made are my personal views and does not represent those of my employer


 
 
 
 

Shop now for Dyson appliances (affiliate link).
zocster
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  #3260090 16-Jul-2024 10:15
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Also, last time the mercury team, helped me with hard resetting, so they got me to re set up the eeros as they would out of the box, haven't fallen off since, touch wood. 


sxz

sxz

761 posts

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+1 received by user: 194


  #3260233 16-Jul-2024 13:06
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taneb1:

 

sxz:

 

Shoot, you are right, it's Mercury, not Genesis.  Yeah I've raised a ticket and am waiting for the response...

 

Thanks!

 

 

All good, are you able to PM me an account number and I can escalate this internally / take a look to see if I can find anything. 

 

 

PM'd, thank you :)


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