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LAN Not Working When Internet Service is Down

My internet service was dowm for about an hour. During that time, all 3 of my eero pro routers had red lights. I'm the eero app, e etthing showed as being offline with zero devices connected to the network. And that is what I don't understand. The Wi-Fi network should have still been functioning. But I couldn't print to my wireless printer. If this is true, why doesn't the LAN work just because the WAN is down? 

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  • Back in August, eero's software update enabled LAN persistence to where the internal network would continue working even if the internet was down. So you shouldn't have been having any issues with your internal devices talking to each other. But during an internet outage, the app will show all the eeros as being offline and no devices connected because the app is getting it's info from eero's servers and since the internet is down, your gateway eero can't relay any information up to the servers. So that part is normal behavior.

    Were you trying to print from a computer or a mobile device (like a phone or tablet)? If it was a mobile device, that functionality might involve needing to route the print job through the internet in which case it would fail during an internet outage. But if it you were printing from a computer, that should've just been sending the job directly to the printer.

    Reply Like 1
      • Mgreer316
      • Mgreer316
      • 10 mths ago
      • Reported - view

      cMoo92 The problem also existed with my Sonos devices. I wanted to play music stored on my computer (not streaming). But I couldn't even initiate the Sonos controller app as it said it was searching for my network. Now, Sonos has been playing games with their software upgrades so it wouldn't surprise me if their software is now requiring connectivity to the net. This did not use to be the case. 

      Reply Like
    • Mgreer316 Well that's weird then. I'd recommend reaching out to eero support to see if they can identify what the issue might be. It might help them fix a bug in the eero software.

      Reply Like
      • Mgreer316
      • Mgreer316
      • 10 mths ago
      • Reported - view

      cMoo92 I did that initially. I submitted a support ticket. Waiting to hear back. 

      I've had the eero for 6 months and our internet service has been rock solid over that time period so I never had an issue before. 

      Reply Like
    • Thanks for reaching out Mgreer316, and sorry to hear about your issue here. LAN persistence is something we've worked hard to implement on eero, and we've even improved it further recently to allow the eero to maintain the LAN even after being rebooted. We're not aware of any issues with this feature in our newest firmware version, so we're definitely committed to getting this working for you. 

      I was able to find your ticket and one of our senior specialists will be following up with your further so we can get this resolved. Look for our email reply soon, and have a great weekend!

      Kindly,
      Drew, eero Community Team

      Reply Like
      • Mgreer316
      • Mgreer316
      • 9 mths ago
      • Reported - view

      cMoo92 Tech support got back to and we figured out out happened.

      Apparently, if you lose internet service your LAN will still work. HOWEVER, if you power cycle the gateway eero, it can't go through its security protocols without a live internet connection and therefore, it won't boot up the LAN. Before I knew why my service wasn't working, I power cycled both my cable modem and gateway eero router (which is alqasys my first step in restoring functionality). From that point on a had no LAN until my internet service was restored so the eero could complete its security checks.

      While I understand the desire for the security checks, I recommended to the support rep that they give the admin the option of requiring the checks before the LAN boots up. It can be pretty critical to have a functioning LAN so I don't think eero should make the decision for me as to whether to allow LAN boot up without security checks. I should make that decision. 

      Reply Like
    • Mgreer316 as Drew said, another recent update was supposed to make it so that even after power cycling, the LAN would still work. So it sounds like the support agent didn’t know what they were talking about and that there is still some bugs with the way that works, or the agent knows there are bugs and didn’t bother to explain that part.

      Drew it sounds like the support agent that assisted needs to either be informed of the current functionality, or should have better explained that this should work but there’s a known issue (although based on your previous post, there aren’t any known issues).

      Reply Like
      • Mgreer316
      • Mgreer316
      • 9 mths ago
      • Reported - view

      cMoo92 This is what was sent to me:

      "If eeros lose their connection to the internet, they will still provide a local WiFi (and Ethernet) network in your home. We understand that your local network is just as important as your internet connection. Just a question here, did you by chance power down your main eero after you noticed that the internet was offline? If you did, then that is what would've caused you to not be able to access the LAN during the internet outage.

      Some of these security protocols require the internet to get going, but don’t require the internet to continue functioning after they start up. What this means is if your gateway eero loses an internet connection and is rebooted or loses power for any reason, then it will not be able to utilize these security measures and will not restore the local network until internet is restored."

      Reply Like
    • We'll absolutely look into that to make sure that all our specialists are on the same page so we don't have the same miscommunication again. Thanks again for reaching out Mgreer316 and please let me know if I can do anything else!

      Thanks for your insights and help as always, cMoo92 !!!

      Reply Like
  • Well then, now I'm confused again. If the newest versions of firmware allow for LAN functionality even after power cycling the gateway router when the internet service is down, why couldn't I connect to my local devices? 

    Reply Like
    • Mgreer316 Your devices won't connect as long as the eero is powered down, but the eeros should rebuild LAN after a brief initialization period when power is restored, regardless of internet connectivity. If you were still seeing issues with LAN connectivity after the eeros had been powered on, then that's something we can definitely investigate. I apologize for the misunderstanding, and I'll have a specialist follow up with you further!

      Kindly,
      Drew, eero Community Team

      Reply Like
      • Tylerb1
      • Tylerb1
      • 1 mth ago
      • Reported - view

      Mgreer316 because Eero is literally the worst wireless networking device I’ve ever used  in my 20+ years as a networking professional. Should have gone with a networking name brand. 

      Reply Like
  • Eero is literally the worst wireless networking device I’ve ever used  in my 20+ years as a networking professional. Should have gone with a networking name brand. 

    Reply Like 1
    • Tylerb1 what problems do you have and/or why do you feel eero is the worst? I have 15+ years of professional networking experience and I think eero is one of the best.

      Reply Like 1
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