AX6000 V2 - latest firmware from cloud services - broken router connection of clients
Dear TP-Link
It looks like the lastest firmware of 1.2.1 Build 20250221 rel.13966 (4555) has broken the router
The router can connect to the internet ok, speedtest/ ping etc from the router interface works fine.
Any clients connected (wired or wireless) to the router, cannot connect to the internet.
Can you please fix the firmware and send me a link to a version I can upgrade my router with to make it work again.
Thanks
Shap
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I have the same error. This firmware is clearly faulty. I would like a description of how I can downgrade the previous firmware, or I would like a fix as soon as possible, because this makes the router unusable, and disabling all 3 antivirus options does not help either...
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@Jurkee After disabling the antivirus, rebooting the router should help
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@mgvelm Thank you very much for the quick response! After a second reboot, the network was restored. Anyway, it's interesting that this update is not visible on the Tp-link website. But at least the router can be used again... :)
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Hi @mgvelm,
Thanks for your suggestion and solution, it seems that other users have also been able to solve the problem with your suggestion.
I will report this to the engineers to continue to monitor this issue to explore how to fix it.
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Hi@ShapSMF,
Thank you for your reply and detailed test results.
We have reported the issue to the support engineers, they will likely reach out to you via email to continue to troubleshoot your issue. Please check your email box and confirm.
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@Joseph-TP I have a ticket opened (TKID250421567) - and this was their response (see below), which to be honest, is a little lame. Blame the hardware and out of warranty to avoid admitting the firmware released was buggy
"Hello Shap,
Thank you for contacting TP-Link support.
With regard of your concern, the issue may be due to a system-level fault within the device itself, which could have occurred either before or after the firmware update. In cases like this, an alternative solution would typically be to process a possible replacement. However, since your device is already out of warranty (OOW), we are unfortunately unable to proceed with an RMA or replacement through our standard process.
We hope you understand.
Thank you!
Bryant Duane L. Chacon
TP-Link Technical Support"
They clearly need better issue resolution skills
Why is the cloud release of the firmware not the version also shown on the support website? Do the developers not put release notes out?
I think in future, once the firmware gets fixed, I will turn off auto-update and not risk another issue like this one.
Thanks
Shap
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HI@ShapSMF,
Thank you for your timely feedback and cooperation in the investigation. We have coordinated the technical team to give priority to your case. Your problem has been established with a dedicated service number: TKID250429673. Please pay attention to the follow-up response of the engineer.
Regarding the release of the new firmware, due to differences in the synchronization of information on the global official website, the version information in each region has not been fully updated. We have submitted this situation to the technical department, and the relevant team is accelerating the coordination and processing.
Posting questions in the technical community allows users who encounter similar situations to discuss them together, which will effectively help us confirm whether there are common technical factors. At present, the Hotline technical team may not have received other similar feedback, so this case is listed as an independent event analysis, but we will continue to pay attention. This multi-faceted communication mechanism is the advantage of the technical forum compared to traditional service channels.
We apologize if this communication has caused you trouble. Please believe that we always value the experience of every user and will do our best to troubleshoot and fix the problem for you. I hope you can give us the opportunity to improve our service.
Thank you again for your understanding and support.
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Hi @ShapSMF, @KubaAdamus , @mgvelm , @Jurkee
We attach great importance to this issue. Can you help us collect the interception records near the time of the abnormality?
Please enable antivirus first and check if the network still cannot work at this time? If the network cannot work, please go to the Security page on the Tether App, and query the recent interception records, as shown below:
Please send screenshots of all interception records here as much as possible, which will greatly help us locate the problem.
Please mask the Mac address of your device.
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@Joseph-TP I really don't get what you are asking for... the firmware is the issue. There are no attacks that have caused the router to loose its interface between the Wifi and Lan internal interfaces. I have no attacks reported on the router, just BLOCK internet traffic. See attached screenshot
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@ShapSMF Confirm. After enabling the Antivirus option, devices will lose communication with the Internet and with each other in the LAN.
ShapSMF wrote
Dear TP-Link
It looks like the lastest firmware of 1.2.1 Build 20250221 rel.13966 (4555) has broken the router
The router can connect to the internet ok, speedtest/ ping etc from the router interface works fine.
Any clients connected (wired or wireless) to the router, cannot connect to the internet.
Can you please fix the firmware and send me a link to a version I can upgrade my router with to make it work again.
Thanks
Shap
ShapSMF wrote
Dear TP-Link
It looks like the lastest firmware of 1.2.1 Build 20250221 rel.13966 (4555) has broken the router
The router can connect to the internet ok, speedtest/ ping etc from the router interface works fine.
Any clients connected (wired or wireless) to the router, cannot connect to the internet.
Can you please fix the firmware and send me a link to a version I can upgrade my router with to make it work again.
Thanks
Shap
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