Gateway shuts down spontaneously
Hi, I have 3 eero pros in my house. Had them for a couple of years. No problems... until about 2 months ago. My gateway eero will spontaneously shut itself down. Happens about once each day, usually around 8pm. Not sure why ~8pm.. the timing is not correlated to anything happening at my house or on my network. Fortunately, this issue has not manifested during business hours.
When the shutdown occurs, the gateway is still physically connected to electric power, but the LED is off and the unit is cool to the touch as if it is not plugged in to the outlet at all.
Interestingly, if I unplug the Ethernet cable connecting the gateway to my Xfinity modem, the eero’s LED will light back up (blinking white).
I was in communication with eero support about this problem, and support suggested trying a number of things, including getting a new Xfinity modem, swapping my gateway with another one of the eeros in my house, and using a different electric outlet. I also tried deleting my eero network, resetting the eeros to factory configuration and creating a whole new network from scratch with the same equipment. None of it worked, and I never heard from eero support again. Support said they have never seen this issue before. Maybe they ran out of suggestions for me.
Any help the community can offer would be greatly appreciated! Thank you!
Wow, that is a strange issue. Did you try all the things eero support suggested, including a different xfinity modem? If it’s happening even on a different eero unit, that would seem to indicate the issue is “upstream”. Have you also tried using a different network cable between the modem and gateway eero?
I am having the same issue with one of my units, the unit is shutting completely off and cool to the touch. Have to unplug, wait 7-10 seconds and plug it back in to power it back on. I suspect overheating issue which is causing the unit to shut down. My issue started in April after the most recent firmware version. Have been working with support for the last couple of weeks and have yet to get a resolution.I was able to move that unit to secondary instead of gateway primary so i don't loose my network connectivity overall
I am having this same issue. I have two Eero Pros and a beacon and 700mbs Inteernet. It usually happens when all five of us are online for work or school. It is extremely disruptive. I haven't not been able to resolve it. I thought it might be related to a poor signal, but relocating my Eeros has not resolved it. I have also checked the modern when the gateway goes down and the cable modem is fine, no drop in connection. The Eeros are well ventilated. Does anyone know how I can pull logs and try to see why this is happening? Support has been slow to respond.