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Eero app shows router offline - but it’s not.

Running 4 wired eeros. All running smooth. Tonight the eero app showed that all 4 of them were offline.

Checked the light on all eeros -  but nothing unusual. White non blinking .  Also checked the internet -  no problems surfing. No devices offline. 

So...... what’s going on?  App shows everything is offline, but nothing is offline at all. 

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  • Have you tried restarting your gateway eero to see if that resolves the issue?

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 yes I had to manually restart all 4 eeeos. Also rebooted my iPad eero app now showing correctly that everything is online. Still I find it strange that the eero app was incorrectly showing the network status as offline while everything was was working fine. Hm ..,,

      Reply Like
    • cotedan87 I wouldn’t worry about it unless it happens again. Then I would contact support so that they could do their own investigation and report any findings to their dev team.

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 Would love to have the Meraki solution which I believe you're running. You're into the Cadillacs! Eero so far excellent except for the small glitch I've described in this thread. My system is arranged as:

      1. Eero running in Bridge mode.

      2. Cujo firewall before the main eero gateway in bridge mode also. Arris router doing the DHCP. (Have gotten about 20 warnings about botnets and malware sites in past couple weeks from it).

      3. 16 port Cisco unmanaged switch after the eero, and a couple other smaller switches downstream. Also have a Cujo firewall.

      4. about 75 devices connected but 50'ish running at any given time. 

      Reply Like
    • cotedan87 I’m in charge of IT for 3 different organizations and I use all Meraki for those, but at home I’m actually just pure eero. I was one of the Kickstarter supporters and I had to wait about 2 years I think before they finally shipped, but it was totally worth it. I love my eeros. Still running my three gen 1 units, but I’m going to upgrade my gateway to a gen 2 since that always has the most devices connected.

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 kewl that you were an original funder. Did the same for WeatherFlow weather station. It’s out now and excellent. 

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 regarding the “offline” eeros in the app, wondering if my main switch has anything to do with it. It’s a Cisco so generally pretty good. Could also been an eero issue. Looking forward to finding out since I’m not the only one. 

      Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 reminds me of the shoemaker’s story where his family wears old shoes while he shoes he makes for others are the latest. ... although if it works .....

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    • cotedan87 haha, that’s actually not the case for me. I’m one of those people who LOVES having the latest and greatest tech. Meraki is great, but I’m also lazy and the hassle of running Ethernet and ceiling mounting APs seems like too much work. Plus with Meraki there’s the licensing costs—and there’s still some manual work required in maintaining the network. eero is just so darn simple. Just plug them into the power outlet around the house and that’s basically it. Updates all happen automatically, and I get to manage it all through an app. I actually like having simpler tech at home—makes for less things for me to maintain. I have enough of that to do at work :)

      Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 Good man. Sign of an expert when you can recognize that simpler systems are often better in certain contexts. Like your style on this.

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  • +1.... i installed 4 Eeros this weekend and have had the same issues with them showing offline (event the gateway) but can still pass traffic. I have 3 wired and 1 wireless and once it a while, the wired units revert to the wireless mode and an "manual" reboot seem to fix them temporarily.... not sure if something is going on with the firmware....Also had issues where a device (laptop) randomly drops the wireless connection and have to force manual reconnect..... the first couple of days have been a bit frustrating... Coming off a Meraki solution that did not have issues and switched due to cost :(

    Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      Sri Chalasani That’s how it was here. Not all went offline but I could see traffic on all units as if everything was fine. The white lights in the eeros were fine (white, not flashing).  My Nest cams have a recorded history that easily show any lapses in traffic, but they were fine throughout.

      Thus, unsure what’s going on with the eero app showing units going offline. As my good colleague suggested earlier, I won’t worry about it but I do hope eero has somebody looking into it. 

      Reply Like
    • cotedan87 Sri Chalasani Since you both are reporting that you experienced the problem around the same time, I wonder if maybe eero had some server issues that affected some users.

      Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      cMoo92 Possibly server issue. Hard to tell. All eero lights white, all 50+ devices working fine... yet eero showed many of those devices offline. 

      Just trying to track it at this point to see if anybody else saw the same. If you didn't look at your eero app, you would never know there is something wrong with it because all devices were working just fine throughout all this.

      Reply Like
  • I'm also experiencing this issue.  My 6-eero system, all wired in AP mode, has been running for 3 weeks flawlessly.  A huge upgrade from Orbi.

    Today, I saw two of my AP's offline when checking from work.  When I got home, one was still offline.  I rebooted it manually by cycling power and noticed it was claiming it was on old 3.1 firmware.  I did the update, and it briefly showed online but now is offline even after power cycling twice.

    I will call support.

    Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

       shoek You mean EERO, not ORBI, correct ?   My firmware is 3.6.0-898 and was running well before the app showed my eeros were offline (even though they were not). Model number of the eeros is B010002 which I believe is the common one for Gen 2. 

      Were your eeros ever showing offline in the app but you were still able to fully use all devices over the internet ?

      Reply Like
      • shoek
      • shoek
      • 1 yr ago
      • Reported - view

      cotedan87 yeah, I only mentioned ORBI because that is what I had before and EERO is a huge upgrade for me.

      the 1 Eero currenlty showing offline now has 3.6 firmware.  All are Gen2.  The offline one shows a solid white lite.  I'll have to dig into the device list to see if anything shows connected to it, but all my 50+ devices are working just fine as well.

      Hoping it is a server issue.

      Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 1 yr ago
      • Reported - view

      shoek Ok thanks. I also had the Orbi and was frustrated along with thousands of others at their recent firmware upgrades.  For the eero, I assume your app is showing only some devices connected (those connected to the white lite eero). Rebooted all mine, and so far the issue hasn't repeated. 

      Reply Like
  • Having the same issue.  I'm new to eero and I've deployed a 4-node eero Pro network which has been running flawlessly for almost a month. Then all of a sudden last week, the app shows that the entire network is offline even though all the devices connected to it were still online, I could still connected to my VPN (which confirmed Internet connectivity), and my firewall's DHCP Server (OPNsense) showed an active lease for the gateway eero.

    I've contacted support, so waiting on their response.  Looks like I'm gonna have to make a site visit to reboot the APs manually.

    Reply Like
      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 4 wk ago
      • Reported - view

      kagbasi-wgsdac  this is an old thread but some problems still popping I see. 
      Support is absolutely the best group to problem solve. They have equipment to dig into how your network is running.

      I called them today for problems after full reboots ... some eeros not coming back online for 15+ minutes. Support was able to reboot my network from their end and the problem happened again, so they’ve got the exact times and diagnostics. Waiting for them to dig further .... 
       

      Reply Like
    • cotedan87 My apologies for resurrecting such an old thread.  I just thought it'd be wise to simply tack my issue on to an existing thread of similar symptoms.  But as it turns out, my issue was related to a plugin I enabled on my firewall.  I'm using OPNSense as my edge firewall/router and I recently installed and enabled the Sensei Plugin; inadvertently turning on all the security categories for blocking.  Had to Wireshark a bit to figure out what was going on, but glad I did.

      So to resolve it, I had to add the following URLs to a User Defined Web Category:

      1. edge.e2ro.com (the APs open a TCP/443 connection every 1 minute or so)
      2. node.e2ro.com (the APs open a TCP/443 connection every 1 minute or so)
      3. eeroup.com (the APs seem to open a TCP/80 & 443 connection every 5 minutes or so)
      4. ap1-user.e2ro.com (appears to be used when you attempt to login to the mobile app)

      Anyway, I'm glad to report that my issue is resolved and I have notified Support of the same.  Thanks again for taking interest.

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