Zen Mesh XT9 losing setup

[DrZgian]

Hi all, I am posting here because I have run out of solutions with my WiFi Mesh XT9 system. I have the main router in one room and the node in the adjacent room. Both devices are under surge protection, the node is plugged into a UPS. The system worked perfectly for a little less than one year. Recently, both the node and the main router are losing the setup and need to be reconfigured. A month ago, the node lost the setup and it had to be reset and reconfigured. Last week, the main router suddenly switched to setup mode asking for the name of the new network.  It looked like a new device out of the box. Unfortunately, I didn't check or save the logs. The firmware was updated a month ago to the latest version on both devices (node and main router).  I've been very happy with the Mesh system until these recent issues occurred. Is anyone having the same issue? Any ideas on potential causes/solutions? 

Thank you.

[keli4fun]

When did you problem start? after updating the newest firmware? say around mid march ?

[Aureliannn_ASUS]

Hi @DrZgian ,

Thank you for your inquiry. 

To assist you the issue of lost settings on your ZenWiFi XT9 system, we recommend that you try the following troubleshooting steps:

1. Simplify the test environment: Please temporarily disconnect most of the wireless and wired devices connected to your ZenWiFi XT9 system, leaving only one computer for testing. Observe whether the problem of lost settings still occurs in this simplified environment. This will help rule out the possibility of interference from other devices or them triggering the issue.
2. Check Ethernet backhaul connections: If you are using Ethernet backhaul to connect the main router and nodes, please ensure that all network cable connections are secure.
3. Perform a factory reset and reconfiguration: Please perform a factory reset on your ZenWiFi XT9 system and reconfigure it.
   During the reconfiguration, we recommend using the default settings for basic configuration first and observing whether the settings are still lost.

If the problem persists after trying the above steps, please use the system's built-in problem reporting function to submit relevant information so that we can further analyze the issue.

Please follow the steps below to report the issue, and we will assist you:

1. Connect your device (PC, laptop, etc.) to the router, then open the Web management interface (http://router.asus.com/) and log in to your router.
2. Click on "System Administration" and select "Problem Report."
3. Fill in your region, email address (required), ASUS service/case number, issue type, and a description of the issue.
4. Please read and agree to the privacy policy and relevant service terms.
5. Click "Send" to submit your form.

Additionally, please send us the following information via private message: product serial number, the time the problem report was submitted, the email used for the problem report, the time the issue occurred, the MAC address of your device, and a network architecture diagram of your current environment.

If your network is down, the UI page will generate a link for downloading offline data. Please click the link to download the data, compress it into a ZIP file, and provide a cloud link for us to analyze.

Thank you for your cooperation.

[keli4fun]

after factory reset.. it's working again.  nodes can connect to other nodes .

Thank you