Latest Software 6.4.0

map55555
2 yrs ago
Reported - view

Having the same problems as others on this thread -- frequent disconnects, dropped packets and trouble loading pages -- ever since the new software release. System was working great for over a year and then -- boom -- frequent problems. I've tried everything -- making sure my modem is in bridge mode, restarting the eeros, power cycling modems and eeros, etc. Very frustrating to see a working product fall apart like this. Hoping that a software update is coming soon??

- eero_support
- 2 yrs ago
- Reported - view
Hello map55555 ,

Can you verify how many eeros you have running in your home, the sqft of your home, and how far apart the eeros are? Also double check that there are not environmental factors that might be causing some of this behavior as well. I have shared a link below that will help inform you of best placement practices. Give the article a read and make sure that there isn't anything else that might be affecting this. Once you have please let me know and we can continue troubleshooting.

https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.
- map55555
- 2 yrs ago
- Reported - view
James Thanks for your response James. As I mentioned, the eero network has been running in my house for over a year without issue and in the exact same placement that I have it in now. This isn’t a placement issue. There were no problems until right around the time of the update. In any event, I have three eero pros and three eeros, the cable modem is in bridge mode. The house is 2 floors with a finished basement — I don’t know the square footage offhand. Speedtests show speeds well in excess of 700 mbps down but since the eero update at the end of July we are seeing dropped packets and a variety of different web pages simply fail to load or time out regardless of whether wired or wireless connection to eero. I’ve played with the eero settings and no luck. I’ve restarted the eeros, the cable modem, etc. no luck. Thoughts?
- map55555
- 2 yrs ago
- Reported - view
James - Any thoughts on this? The problem continues and my frustration is growing. Is eero working on a software fix for the defective 6.40 software release?
- eero_support
- 2 yrs ago
- Reported - view
Hello map55555 ,

Thank you for your patience and I want you to know that I understand how frustrating it can be when something we rely on so much is not operating as it needs to. I also understand that the eeros might have been working in their current placement before, but WiFi environments and the devices using WiFi change over time. This change can happen through movement of the devices or updates to firmware. eeros should really be no closer than 35-45ft to another eero. There are exceptions to this if the walls are really thick and hamper WiFi signals, or there is a lot of other interference going on. But the majority of networks can follow this guideline.

The problem that arises when you have eeros to close together is that it congests the WiFi channels in your home which not only causes speed to drop but it also causes devices to disconnect. These are both symptoms you are experiencing. This is why we need to check and verify this first.

You stated you have 3 eero Pros and 3 standard eeros. Each eero and eero Pro covers up to 1,500 sqft. So, with the eeros you stated that you have connected you can cover a 9,000 sqft house. Now, we don't know the size of your house but, if your eeros are closer than 35-45ft of each other we know there is room for improvement on placement.

I would highly recommend that you read through the placement article i posted above for other factors that can be affecting the network negatively as well.

When you go through this testing, if you are still experiencing this behavior lets try soft resetting the eeros on the network and then test the stability of connected devices. The instructions for this step can be found in the link below.

https://support.eero.com/hc/en-us/articles/215473703-How-do-I-reset-my-eero-

In regards to your question about the firmware update. I have not found this to be related to the firmware. Most networks I work with are updated to the most recent firmware and very very few of them are experiencing this behavior. Most that have been experiencing this have been resolved through identifying the cause of the behavior. For one customer it was a failing modem, another had an older eero that was failing, some just required a soft reset, others verified it was an update on their IoT devices that caused problems, but most often the cause is that the eeros were just too close together.

I want to work with you to verify the cause, because it could be something with your eeros, and if it is we want to get that fixed. But I have not had any experiences yet that support firmware being the cause of this behavior. I will send you a direct message shortly with information on how to get an email to me so we can get a ticket created that will allow me to review your network. When you have time please follow the instructions there so I can review the network, gather information about the devices that are experiencing this and help you find and resolve the cause of this behavior.

Felinie
2 yrs ago
Reported - view

Feels great to read you guys! I’ve been having the exact same problems for a week now. I’m loosing my patience! Still no news from the eero team, 2 days after completing form. I called as well, at 9 a.m., and it says it’s closed and business hours starts at 8 (and the line cuts!!!). Not impressed with customer service and this thread doesn’t reassure me. I’m about to ask for a refund - after 9 months of perfect functionning, device has too many problems (wifi cuts, all eero = on red. It does work after i unplugg-replug - including modem - but problem comes back few hours later). It is not an issue with the internet provider’s network. I’m reading between the lines it might have to do with the eeroOS 6.4.0 software version? Thinking to GO with Google Nest wifi now…

- eero_support
- 2 yrs ago
- Reported - view
Hello Felinie ,

Thank you for reaching out to us and welcome to the Community! I apologize that you have not had a response in two days. It is possible the agent that was assisting you might have had their weekend start. That being stated, I would like to look into your ticket for you and assist you in troubleshooting. I will send you a direct message shortly with instructions on how you can email me so I can get your account information and locate the ticket in question.

In regards to our phone number, can you please provide me the phone number you were calling so we can look into why you were getting this message? Also, for your reference, I have shared a Knowledge Base article below that has a list of all of our numbers. feel free to call support as well if you would rather troubleshoot over the phone and any of our tech agents will be able to assist you.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-
- Felinie
- 2 yrs ago
- Reported - view
James thanks it was 877 659-2347
- eero_support
- 2 yrs ago
- Reported - view
Hello Felinie ,

Thank you for that information! Also happy to hear that you were able to get through and get assistance.
- Felinie
- 2 yrs ago
- Reported - view
James a soft reset did the trick a month ago. But the same issue came back yesterday… keep loosing wifi again - 5 minutes or a couple hours (random) after unplugging, soft resetting, etc. Here we go again :(
- eero_support
- 2 yrs ago
- Reported - view
Hello Felinie ,

When you can, go ahead and follow the directions that I direct messaged you before so I can get a new ticket started and start reviewing the network and troubleshooting. You can also just respond to the email that you had with us and it will pop a new ticket into the queue if you would like to troubleshooting over email. If you wanted to troubleshoot over phone you can do that as well. Just give us a call and one of our agents would be happy to look into this and troubleshoot.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

vegeta4ss
2 yrs ago
Reported - view

I am having the same issues as everyone else who has posted. Eero6 system installed 2+ years with mesh nodes in same locations this whole time.

How do I downgrade EeroOS to 6.3.1 or earlier? Additionally, how do I change the update settings to manual approval instead of automatic?

- eero_support
- 2 yrs ago
- Reported - view
Hello vegeta4ss ,

Thank you for reaching out to us and welcome to The Community! I apologize that you are having difficulties with disconnections to your eero network and I would like to help you troubleshoot and get this corrected. There is currently not a way to downgrade eero firmware and there is not a way to set the updates to manual. Auto updates are important to maintain the security of the eero system and the devices on your network. However, you can request that both of those options be made available through a feature request by emailing support@eero.com and we will get that request escalated for review and consideration.

I will send you a direct message shortly with instructions on how to get an email to me directly so we can start troubleshooting.

Barbwired120
2 yrs ago
Reported - view

I’m having major issues. The Eero app says I have almost a gig, but when I do a Speedtest.net on an iPad. It says I have no connection even though the Eero 6 Pro light is steady white. I have WoW home internet. Assuming it was the WoW, I ordered a T-Mobile home WiFI and having sane issues when connecting it to Eero system.

- eero_support
- 2 yrs ago
- Reported - view
Hello Barbwired120 ,

Thank you for reaching out to us and welcome to The Community! This is very strange behavior. I would like to take a look into this and try and find out why your iPad is stating that it does not have an internet connection. But lets check a few things real quick.

1) Try forgetting and rejoining the eero network on the iPad.

2) This can happen when a device is paused. The pause setting on a device allows the device to be connected to the network but not able to access the internet. Can you check in your eero app and make sure the iPad is not paused? You can use the article below to find the setting in the eero app.

https://support.eero.com/hc/en-us/articles/211096283-How-Do-I-Pause-Network-Access-Outside-of-Set-Schedules-

fmeero
2 yrs ago
Reported - view

I am having the same issue others have described. For me I think it started with 6.3.0 or 6.3.1. I updated to 6.4 a few days ago and then to 6.5 the next day. Neither update has resolved the issue. Wifi devices keep losing internet (device connected, no internet). This will happen randomly. Wired streaming devices will buffer when this happens. I restart the network from the app and it will be fine for a few hours. Everything was working fine until recently.

- eero_support
- 2 yrs ago
- Reported - view
Hello fmeero ,

There can be a lot of causes to your devices dropping offline. I can help you troubleshoot over email if you would like, or you can give our support a call and one of our support agents can assist you. In my experience troubleshooting most disconnects have been happening due to WiFi congestion or WiFi interference. If you want to try a few things before reaching out to us you can do the following:

1) Make sure your eeros are placed in optimal positions. They should be around 35-45ft away from any other eero and you can review this article to make sure they are not around other external materials or devices that could be harming the WiFi going to your eeros. https://support.eero.com/hc/en-us/articles/207897393-Where-should-I-place-my-eeros-#:~:text=For%20a%20quick%20and%20easy,eeros%20out%20around%20your%20home.

2) Common devices that I have seen have a negative impact on WiFi connections over eero networks are Sonos devices, and other WiFi enabled speaker systems. There are other devices as well but those are the most common causes from my experience.

3) I have had some customers experiencing problems with their modems failing as well and have had the problem resolved for multiple customers by having their modems replaced.

4) Bad ethernet cords.

If you want to troubleshoot over email we can and I will send you a direct message shortly that will provide you with details on how to get an email to me so we can troubleshoot. But you can also call our phone support team and they will also happily assist you.

https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

NeedHelpWithMyEero
2 yrs ago
Reported - view

Hey guys, version 6.5.0 here and issue still persist! Mine is right out the box too! Did everything I can. Spent hours speaking with multiple agents, changing up networks, removing a node, 35-45ft distancing, disabling secure, changing up DNS, also spoke with my provider and modem company and still no luck. These random disconnections is not what I paid for. Anyone know a fix to this other than relying on the guest network? Resetting my eero three times a day minimum is starting to make my old $100 set up look attractive again.

balupton
2 yrs ago
Reported - view

Getting timeouts as well, diagnosed it yesterday. Perhaps has been happening for a month or more, as have had weird internet glitches for that long. This is not a placement issue, everything is optimal, and all eeros are connected to each other via cables. Anything connected to the eero network (linux, mac, windows) has this timeout issue simultaneously (tested wired and wireless), whereas anything bypassing the eero network and connecting directly to the modem does not. Abysmal template responses here from Eero. Have your engineering department provide your support.

Other debugging steps we've tried:

1. toggling eero settings

2. replacing cables

3. replacing switches

4. testing wifi and wired

5. adjustments in case of overheating or dust

6. testing different dns

Debugging steps still to try:

1. Ipv6 mode, that was mentioned by another user here

2. changing the eero dns server to the modem's ip

3. adguard dns server connected directly to the modem, that the eero can then leverage for dns

4. swapping the gateway/router eero (the one that plugs into the modem) with one of the other eeros, in case the main eero has become faulty

it would be ideal if we could also try downgrading the firmware

If anyone also has good cross platform monitoring software recommendations that would be good, right now windows hard fails however macos and linux seem to wait upon these failures to resolve, so we are using ping commands with appropriate environment specific flags to monitor.

- map55555
- 2 yrs ago
- Reported - view
balupton I experienced exactly the same. Have had numerous visits from my ISP too to confirm it wasn't a line issue. Swapped out the modem for a new one, replaced cables and bought a new eero pro. Problems persisted. Noticed that the problems started to subside somewhat after the recent system upgrade from 6.4 to 6.5 but then the problems came back again; however, the recent system upgrade to 6.5.1 seems to have caused the problems to subside again. FYIk I did notice that the problems don't resolve themselves immediately after the software upgrade but take a day or so. Fingers crossed this works this time.
- balupton
- 1 yr ago
- Reported - view
balupton map55555 I was able to get it working a week after my last post by disabling all features and setting the DNS to a AdGuard Home server running on a Raspberry Pi.

However, running the lastest system update, I am using an external DNS and not the local AdGuard Home server on the Raspberry Pi, and it seems to be working fine. Perhaps they have resolved it.

bommer45
1 yr ago
Reported - view

How do I check what version software I have?

gagne
1 yr ago
Reported - view

Open the app Settings/software updates/

Putnamhouse
1 yr ago
Reported - view

Our Orbit B-hyve controllers at two different houses, both on eero networks, will no longer connect to wifi. Orbit even sent us new boxes to try, same result. Both connect just fine to neighbors non-eero networks.

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Latest Software 6.4.0

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