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Forum Discussion

gch's avatar
gch
Aspirant
Apr 21, 2017

AirCard 785S problems: DHCP not working, factory reset not possible, does not connect to to mobile n

I have an AirCard 785S, no network lock, bought in Italy and working perfectly for about 6 months both in Italy and Germany.

 

Suddenly a message "Update failed" appeared.

I never asked for an OTA update.

 

Since then

  • the DHCP serve is not working (my devices seem to connect but do not get an IP)
  • the device cannot connect to the mobile network: shows forever "connecting" in the display

I managed to connect via USB tethering setting a fixed IP, but:

  • Factory reset does not work. I tried both using the on-device procedure and from the web UI: it stays forever in "Shutting down" and I can only remove the battery to get out
  • Trying to change configuration (for example switching off DHCP) does not work: after the submit->reboot process any parameter I changed is back as before
  • Manual firmware update using the procedure in
    https://kb.netgear.com/25067/AirCard-785S-Telstra-Downloads-and-Documentation?cid=wmt_netgear_organic
    and following instructions in this community forum does not work.
    After installing the new drivers (with the on-board drivers is could not go in BOOT&HOLD mode), I get now the following errors in the CMD console:
    • Firmware download failed
    • Primary error code: 77 - Failed in streaming download stage
    • Secondary error code: 68 - Received incorrect response

I have the feeling that the rw/flash memory of the device is not writable any more and therefore it is not possible to change configuration or firmware and maybe the DHCP server is not able to write some data.

 

Any further suggestion?

The device is 9 months old and therefore I think it should be replaced.

 

   Thanks for the help.

 

Firmware
Troubleshooting

3 Replies

  • stevesw's avatar
    stevesw
    NETGEAR Expert
    Apr 23, 2017

    Hi,

     

    Can you please confirm what AC785 SKU you have.

    SKU version is printed on label under the battery.

    If you purchased the unit in Europe, then it is unlikely that you bought a Telstra SKU.

    The firmware download link you've referenced will only work on Telstra SKU'd devices.

     

    What state is the unit currently in?

    Does it power up and can you access the internal web page on 192.168.1.1?

    If so, can you confirm the firmware version currently on the device.

    And can you check that your APN is still set correctly.

     

    Thanks

    Steve

    • gch's avatar
      gch
      Aspirant
      Apr 24, 2017

      Hi, thanks for the reply.

       

      The unit is:

                NetGear Aircard 785S
      SKU: AC785-100EUS
      TA: 100-19123-01R15

      bought in Italy.

       

      As I said in my post,

      • The unit boots
      • I can connect to it throuth USB tethering, but only IF I set a fixed IP in my laptop
      • This is the info output (private infor blanked out):

      Account Details
      My number:
      IMEI: *******
      ICCID:
      IMSI:
      WiFi Details
      MAC Address: 40-5D-82-C6-DA-D3
      WiFi Range: Short
      WiFi Devices: 0
      Main WiFi
      WiFi name: ****
      WiFi password: ***
      Encryption: WPA2_Personal_AES
      Mode: M802_11_BGN
      Band: 2.4 GHz
      Bandwidth: HT20
      Max WiFi Devices: 10
      Broadcast Network Name: false
      Firmware
      FW Version: NTG9X25A_02.14.04.13
      FW Build Date: 05/03/16
      Web App Version: AC785S-1_03.03.103.110
      Bootloader Version: NTG9X25A_02.14.04.13
      Hardware Version: 1.0
      TRU-Install: PHS_B4045
      Device
      Model: AirCard 785S
      AC785S-100
      Manager: http://netgear
      PRI
      Version: 9903883, 01.20
      Power State: Online
      Current temperature: 29°C            
      Current voltage: 4087mV
      Battery charge level: 74%
      Battery status: Normal
      Battery temperature: 31
      WWAN Info
      IP Address: 0.0.0.0

       

      • I cannot change ANY parameter in the configuration:
        • I can set a new value for a parameter in the web UI
        • I save it (apparently)
        • It does the usual reboot
        • After the reboot everything is back as before: apparently it cannot write the new value in the memory
      • I CANNOT do a factory reset: it say "shutting down", but it gets stuck there forever, until the battery is flat or I remove it.
      • The APN is correct, but this has also nothing to do with the problem.
        The device should be able (and it was able) to deliver a DHCP IP also if I am not connected to the GSM/LTE network.
      • Anyway, it stays forever in "connecting"

      Thanks for the help.