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Forum Discussion
Nighthawk Mesh Problem
Nighthawk Mesh WiFi 6 system MK63, AX1800. Not sure whey this doesn't appear in the pulldown window.
Installed this system about a month ago. It work flawlessly up until a few days ago. We had no issues the first month. They all of a sudden, it lost the two satellites. I tried all the typical disconnecting the power and restarting the modem, main router and both satellites independently. I've tried syncing the systems. The did work briefly for a few hours after all the restarts but then lost the connection again. The lights on the two satellites are now amber. They were blue before this issue began. We have not moved the physical location since originally installed and they are well within range of the main router.
I did update the firmware but after it started having problems. That did not seem to make any difference.
I have noticed the MAC addresses of the two satellites are off my one digit. The last number on one and letter on the other do not match the unit to the MAC address listed on the nighthawk app. I can't seem to figure out how to change or delete and reconnect the satellites.
How do we get this working again?
24 Replies
Hello bvswan614,
If you recently purchased the device I would recommend contacting our support team as newly purchased devices are provided with 90 days of complimentary support. You may open a ticket by registering your device using the link below.
http://www.netgear.com/support/contact.aspx
Christian
Hi Christian,
Yea, I did that. I've had trouble via the app because in discussion mode if the Nighthawk app times out, it minimizes the discussion window and I can't get it back. I called and after being transfered three times in 25 minutes, I had couldn't wait any longer. I'll guess I can try again.
Some updates. First, I want to say the mesh system worked great for the first month or so. No problems. Without any changes to the physical locations of modem, router and both satellites, all of a sudden both satellites stopped working. I tried all the normal turn off all the power for more than a minute, then sequentially turn modem, router and then both satellites back on. Modem and router worked fine. Both satellites have orange/amber light.
The online tech support had me move one satellite to the same location as the router and connect via ethernet. That worked. The satellite had a blue light and worked fine. But as soon as I disconnect, it drops the connection and light turns orange/amber. And this is when they router and satellite is sitting 6 inches apart on a bookshelf. Distance is not the problem.
The firmware was updated just after I noticed there was a problem. Currently the firmware is 1.0.6.102_2.0.45. I've tried syncing one of the satellites and also tried syncing the router and same satellite. Nothing works.
I still don't understand why the MAC address on both satellites are different that what it says in the app. One satellite ends with 9D:89 but the app says the MAC address ends with 9D:8B. The other satellite is similar. Is that how it should be? There is no way to change the MAC address on app or through the 192.168 online login.
What do I do? This should be a very easy fix. It shouldn't be this complicated. Makes me want to return this system.
Hi bvswan614,
May you send me a private message with your email address and case number(s). I'd like to have your issue escalated to our support team.
Christian
Similar problems. Satellites occasionally lose sync randomly, then re-sync automatically after some minutes No changes to network.
Since satellites keep losing sync, trying an experiment of using only one satellite. I've not reset the configuration, so the Nighthawk app still thinks there are two satellites. So far, so good. I'll update tomorrow.
Experiment failure. Single satellite lost sync this morning. Only saving grace is that router does not lose network and has decent coverage.
I had the exact same issue after less than a week of operation. 12/30/2020 to today 05Jan2021. Without warning the satellites dropped out (and so did the wireless security cameras), and there was nothing I could do for the next five hours of horsing around. These things simply did not want to come back. So back to Costco they are going tomorrow. Miserable. Thank goodness I still have the old reliable Apple Time Capsule WiFi and backup. Maybe I will try this again, but in my old age I'm not much a glutton for punishment. Good luck everyone with this.
Having similar problems, one satellite has lost connection, just an amber light, and nothing seems to work to gey it reconnected. Another purchase heading back to Costco, will never buy or ever recommend Netgear equipment
Just bought this system when setting up in app asked to update firmware... now wifi not detected cannot go any further. What can we do? Have got satellites connecting. Not IT expert! Do we restart the process or what? I renamed the same as present bt modem as suggested so wouldn't need to reconnect all devices . All was going well until update firmware have enabled local network. Tap try again & keep going round in loop getting nowhere fast
Help!!
Hi Karren,
If you recently purchased the device I would recommend contacting our support team as newly purchased devices are provided with 90 days of complimentary support. You may open a ticket by registering your device using the link below.
https://www.netgear.com/support/contact.aspx
Christian
- Are you still having this issue? I’m having the exact same issue, right down to the mismatching MAC addresses. Our system wasn’t refurbished either.
Yep. Just happened the other day. I'll unplug for an hour and replug back in. Most of the time that is working.
- I am having the same issue that people have been having for years. My satellites keep disconnecting. I have seen all of the complaints but no solution. What can I do to resolve the issue?
- Has anyone solved this Issue? I'd like to keep using it as I've had it longer than a year now, but it's gotten to the point where the satellite drop outs are really affecting the quality of our work and productivity at home. Going from an 80-90mbps connection to 3mbps can really drive a guy nuts.... ANY ideas would be much appreciated.
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?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 wirelessly connected.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?
ADadsLife wrote:
Has anyone solved this Issue? I'd like to keep using it as I've had it longer than a year now, but it's gotten to the point where the satellite drop outs are really affecting the quality of our work and productivity at home. Going from an 80-90mbps connection to 3mbps can really drive a guy nuts.... ANY ideas would be much appreciated.- I have had my system about a year and I am having this problem too. Firmware is up to date, always worked before. Satellites drop off turn Orange and inexplicably turn blue then turn back to Orange. They turn on and stay on when I put the satellites near the router, but then when I put them back in the 3 different levels of my home they turn Orange. I tried rebooting it, syncing it, unplugging it even changing locations where there’s no metal or electronics. Can’t be too far because it worked before fine for months. The only resolution I see is buy a different brand and trash this nighthawk mesh. I’m tired of messing with this defective system that everyone is complaining about “The same thing” this should not be a consumers problem. I don’t have to pay for tech help on other devices because none of them have problems.
What Firmware version is currently loaded?
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?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 wirelessly connected.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?
frank167 wrote:
I have had my system about a year and I am having this problem too. Firmware is up to date, always worked before. Satellites drop off turn Orange and inexplicably turn blue then turn back to Orange. They turn on and stay on when I put the satellites near the router, but then when I put them back in the 3 different levels of my home they turn Orange. I tried rebooting it, syncing it, unplugging it even changing locations where there’s no metal or electronics. Can’t be too far because it worked before fine for months. The only resolution I see is buy a different brand and trash this nighthawk mesh. I’m tired of messing with this defective system that everyone is complaining about “The same thing” this should not be a consumers problem. I don’t have to pay for tech help on other devices because none of them have problems.
- I actually found a way that worked for me. I clicked the sync button on the back of the satellite. Then go to the router and press the sync button on the router. If it doesn’t work unplug all of em and try to plug them in all around the same time lol and try the sync button thing again. It has always worked for me. Also logging into the nighthawk app seems to force the connection sometimes.
- I have had my mesh system for just under a year. 3 weeks ago it just lost internet. I reset the router, updated firmware, etc. Called customer service, at first they refused to help me because i didn't pay extra for customer service....... that's **bleep**ty business..... and then he finally helped me do a hard reset. Now 3 weeks later it had stopped again.
