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JohnnyG3's avatar
JohnnyG3
Aspirant
Feb 03, 2024

Had to hard reset MR60 twice in two weeks

I have an MR60 mesh system with two satellites.  Twice within the last two weeks we have woke up in the morning to find we have no internet service.  Both times it was some issue with the MR60 that required a factory reset.  Once the reset has completed, everything seems to work properly.  I'm just curious if anyone else is having similar issues.  Is it possible that it could be an issue with the firmware?  Can these be rolled back?

 

Thanks

JG

4 Replies

  • michaelkenward's avatar
    michaelkenward
    Guru - Experienced User
    Feb 03, 2024
    JohnnyG3 wrote:

    Twice within the last two weeks we have woke up in the morning to find we have no internet service.  Both times it was some issue with the MR60 that required a factory reset. 

     

    How did you decide that? Did you try a simple network reboot?


    Be sure to restart your network in this sequence:

    • Turn off and unplug modem.
    • Turn off router and computers.
    • Plug in and turn on modem. Wait 2 minutes for it to connect.
    • Turn on the router and wait 2 minutes for it to connect.
    • Turn on computers and rest of network.

    Then the usual boilerplate questions to eliminate some of the more common issues that crop up here.

    What firmware version do you have on the device?

    A number is more useful than "the latest". There may be newer versions, or "hot fixes", that do not show up if you check for new firmware with an app or in the browser interface.

    If there is one it might also help if you told people the make and model number of the modem/gateway/ONT that connects this router to the Internet. Is it, by any chance, also a router, with a set of LAN ports on the back?

    I ask because a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting.

    Is it possible that it could be an issue with the firmware?  Can these be rolled back?

     

    Yes, and yes. But first try to troubleshoot the problem.

     

    How do I manually upgrade firmware to my NETGEAR router? | Answer | NETGEAR Support

    • JohnnyG3's avatar
      JohnnyG3
      Aspirant
      Feb 03, 2024

      First, I'm not an inexperienced residential user.  I have worked as a network admin for nearly 30 years.  My post here was to simply see if anyone else has seen similar issues before I scrap this thing and go buy something else.

       

      Yes, I started with a reboot.  Multiple times.  Fiber modem, MR60 router, satellites in that order.  Blue light came on but devices were still unable to connect and the mobile app was unable to find my router.  I was also unable to connect to it via IP from my laptop which is a wired connection.

       

      Firmware version is V1.1.7.134_2.0.65.  I said latest because when checking for an update, it says I have the latest.

       

      There is no identifying info on the fiber modem and no, it has no LAN ports on it.  It is a modem and not a router.

       

      Thank you for the link.  It's a little late to troubleshoot any further since I did the hard reset.  Also, it's kind of difficult to troubleshoot a device that I am unable to connect to. 

      • michaelkenward's avatar
        michaelkenward
        Guru - Experienced User
        Feb 04, 2024
        JohnnyG3 wrote:

         

        Yes, I started with a reboot.  Multiple times.  Fiber modem, MR60 router, satellites in that order.  Blue light came on but devices were still unable to connect and the mobile app was unable to find my router.  I was also unable to connect to it via IP from my laptop which is a wired connection.

         

        Apologies if you thought I was belittling you. I asked about that because many people who arrive have not worked as network admins for 10 minutes, let alone nearly 30 years. So we have to start from basics. Then we don't confuse people who have never plugged in a router before.

         


        I said latest because when checking for an update, it says I have the latest.

         

        I know of three ways to check for the latest firmware: using an app, via the GUI or by visiting the support pages for a device and checking the firmware library and comparing it with the installed version. Neither method that says "you are up to date" is reliable.

         

        Again, it is a matter of informing people who may not realise that claims of "the latest" may not be accurate. We see that all the time.

         

        It's a little late to troubleshoot any further since I did the hard reset.  Also, it's kind of difficult to troubleshoot a device that I am unable to connect to. 

        That's a useful clue. But if it happens again maybe you could check.

         

        You don't need me to tell you this, but a failure to connect to a router in the usual way can be because, during setup, the Netgear router sees that an upstream router has allocated itself an IP address that it wants, usually 192.168.1.1. So it picks something else. This is often 10.0.0.1.

         

        When that happens it won't work when a browser tries to access the router with the 192.168.1.1 or routerlogin.net.

         

        You have ruled out the "double NAT" scenario but, based on many similar incidents here, I'd start by diagnosing why that happens. 

         

        It is a pity that phrases like "fiber modem" are effectively meaningless. The "fiber" word tells us nothing. Every Internet service has optical fibre in it somewhere. The question is how near it gets to you.  Front door. Cabinet up the road.

            

        If the fibre gets to the front door, then convention is that it doesn't come through a "modem" but through an optical network termination (ONT). I assume that this distinction is there to differentiate between something that handles an electronic to electronic conversion to one that converts an optical to electronic conversion.

         

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Feb 03, 2024

    What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
    Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

    Does the front LED on the MR and MS appear AMBER when this happens? 

     

    What is the size of your home? Sq Ft?
    What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between MR📡 and MS🛰️ to begin with depending upon building materials when wired or wirelessly connected.
    https://kb.netgear.com/000061709/Where-should-I-place-the-Mesh-WiFi-satellite-of-my-Nighthawk-Mesh-WiFi-6-and-Tri-band-Mesh-WiFi-6-products 📡 ‌‌🛰


    Are the MS wireless or ethernet connected to the MR?

     

    ️Does this happen with the MS turned OFF? 
    What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
    Any Wifi Neighbors near by? If so, how many

     

    Try disabling the following and see:
    Armor, Smart Parental Controls or Circle, Traffic Meter.

     

    Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
    https://kb.netgear.com/24231/How-do-I-back-up-the-router-configuration-settings-on-my-Nighthawk-router

     

     

    JohnnyG3 wrote:

    I have an MR60 mesh system with two satellites.  Twice within the last two weeks we have woke up in the morning to find we have no internet service.  Both times it was some issue with the MR60 that required a factory reset.  Once the reset has completed, everything seems to work properly.  I'm just curious if anyone else is having similar issues.  Is it possible that it could be an issue with the firmware?  Can these be rolled back?

     

    Thanks

    JG