Hi @baisedongtian 

Thanks for reaching out to TP-Link Business Forums.

May I know what's the LED status on the gateway when it freezes? Can you see the SYS, LAN and POW lights on?

How often does the issue occur? When does the issue occur and has it worked properly as expected before?

I did see a relevant thread like your case on the forums.

If you cannot see the SYS light on when it freezes, you may contact your retailer to get a replacement.

  @Gabriel-TP 

Thank you for your reply.

I can confirm that when the ER8411 freezes, the LAN lights are still on and appear normal. The POW light is also on. This does not look like a physical link failure.

The issue usually occurs after the device has been running for some time. In general, it happens within a period of about 1 week to 1 month. When there are more users or heavier network usage, the issue tends to occur sooner, usually after around 1 week of operation.

When the freeze occurs, the entire network is affected: internet access stops, VPN connections are disconnected, Omada Controller loses access to the gateway, and normal management access becomes almost unusable.

There is also an important symptom: when I try to access the management page from the LAN side during the freeze, the page loads extremely slowly. It may take around 5 minutes before anything is displayed. Even if the page eventually opens, I cannot properly check or export the log information because the system is almost unresponsive.

The device does not recover by itself. The only way to restore normal service is to physically power-cycle the ER8411.

Since the LAN LEDs remain on and the management page can sometimes load extremely slowly, this seems more like the router system is internally hanging or becoming severely overloaded, possibly due to a firmware issue, memory leak, process crash, CPU saturation, session/resource exhaustion, or kernel-level lockup.

Could you please escalate this case to the engineering team for further investigation? Please also advise how we can collect useful diagnostic information before power-cycling the device, such as memory usage, CPU usage, session count, CPU usage, system logs, crash dumps, watchdog logs, or any debug/SSH/console commands.

If this is a known firmware stability issue, please provide a corrective firmware plan or an official workaround. If RMA or replacement is still recommended even though the LAN LEDs remain on, please confirm the next steps.

How about the sys led you've been asked?

Hi  @baisedongtian 

How about the SYS light?

How many clients are connected concurrently when the issue occurs? And what about the CPU and memory utilization?

To help assist and streamline the identification of the behavior, we recommend sending an email to forumsupport.usa@tp-link.com with the following information:

Subject: [Forum Escalation][ID 864692] ER8411 Freezing after running for a while

Forum Nickname: 

Thread URL:  https://community.tp-link.com/en/business/forum/topic/864692

Model&Version: ER8411 V1, 1.3.6

Description:

Any Other Relevant Information (Logs, Config Files, Images, etc.): 

Once sent, a ticket will be created in our support system, and a member of the team will follow up to gather more information or troubleshoot a cause.

  @baisedongtian 

I have the same problem, with the same firmware. I configured my ER8411 v1 to restart once a day, but even so, sometimes I wake up with it frozen...

My usage is 1 internet connection, 2 connected servers, and the ER8411 acting as a Wireguard VPN server.

When it freezes, the lights remain on, but I can only get the VPN and web access working normally again by unplugging both power cables to restart the device.