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Forum Discussion
Beyond Frustrated with NetGear "Support"
I have been in the computer industry for over 30 years and have never seen a company like NetGear that hides behind a pay wall and won't support their products beyond one year. While I certainly und...
Not to excuse Netgear*, but since the community is sort of the "only free resource, even though we're only volunteers".....
When doing the manual firmware update from http://www.downloads.netgear.com/files/GDC/RBK50/RBR50-V2.5.1.8.zip ,
did you unpack the zip file to make the image (.img) file available?
What is the firmware release on the Orbi right now? (upper right hand corner of Orbe web interface)
The release notes point out that firmware that is prior to 2.2.1.212 cannot update directly to 2.5.1.8, but must update to a 2.2.1.212 as an intermediate step.
*I do (more than) my share of Netgear bashing.
I am on a MacBook so when you download the firmware it puts it as a folder on my computer. I chose the .img file when attempting to update manually and it fails with no message as to why.
Now the router is stuck on 2.5.0.38 while the satellite is upgraded to 2.5.1.8. And since everything appears to be working, I am hesitant to mess with it anymore for fear of it breaking.
I also found out today that NetGear Armor is causing my printer to print out network information on three pages every week when it does it's scan. So add that to the pile of crap that NetGear puts out and you can see why I am seriously thinking about going with a competitors product line.
And to think I just bought a new NetGear modem a few weeks ago in order to help offset the speed degradation from the satellite. Luckily I bought it from Costco so I could return it if I decide that is best.
Factory reset the RBR and walk thru the Setup wizard with either Safari or Firefox or Opera. This time do not setup Armor or Circle. Go directly in to updating the RBR. You can download the RBRs files again using either browser then unpack the file.
I use Mac MacBook Pro 2008 and 2018 and Mac Mini all the time to update my Orbis.
30 feet is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected. https://kb.netgear.com/000036466/How-far-should-I-place-my-Orbi-satellite-from-my-Orbi-router
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and any unused channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?Try enabling Beamforming and MIMO(MIMO may or maynot be needed) and WMM. Under Advanced Tab/Advanced Settings/Wireless Settings
Try disabling the following and see:
Armor, Circle, Daisy Chain, Fast Roaming, IPv6 and Set 20/40Mhz Coexistence to 40Mhz only. Save settings and reboot the router and satellite(s).https://community.netgear.com/t5/Orbi/Throttling-Devices-RBK53/m-p/1858561/highlight/true#M81925
WizardOfToz wrote:I am on a MacBook so when you download the firmware it puts it as a folder on my computer. I chose the .img file when attempting to update manually and it fails with no message as to why.
Now the router is stuck on 2.5.0.38 while the satellite is upgraded to 2.5.1.8. And since everything appears to be working, I am hesitant to mess with it anymore for fear of it breaking.
I also found out today that NetGear Armor is causing my printer to print out network information on three pages every week when it does it's scan. So add that to the pile of crap that NetGear puts out and you can see why I am seriously thinking about going with a competitors product line.
And to think I just bought a new NetGear modem a few weeks ago in order to help offset the speed degradation from the satellite. Luckily I bought it from Costco so I could return it if I decide that is best.
While I appreciate all of your suggestions, the fact remains that everything was working fine with the current settings for a couple of years before the last two firmware updates. Besides, I shouldn't have to do a factory reset and risk everything breaking because NetGear cannot write and test their firmware properly.
I don't think it is too much to ask that customers have a company support option when just about every other company offers it. If their product is out of warranty then simply state that. But there needs to be some middle ground for when the problem is something like software, especially when the company themselves caused the issue.
They even block all messaging on Twitter! So, you know what I did ... I unfollowed them. I bet if everyone using their products would do the same, we'd get some answers. If not, then I'll just spend my money elsewhere the next time I need networking hardware.
Well we can only do so much here in the forums. We all volunteers here and here to help out as best as we can. Yes FW has been problematic. We can troubleshoot until thats exhausted. Then you need to contact support.
All we can do is offer the suggestions already given. Resets are a last resort and a valid trouble shooting step. It would be good to try it and see if this gets your system back online. It works and has helped others. Me included. Also remember to do a backup configuration to file after setting up any router. This will save you time if and when a reset is needed.
We understand your frustrations. Your not the only one to complain about FW updates breaking users systems. You can contact one of the forum moderators if you want to discuss support options. Other than this, hope you find something that works.
Good Luck.
