Cannot Get Support

FURRYe38
Guru - Experienced User
Apr 10, 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. CAT6A STP is recommended.

The RBS wouldn't have been already updated to v7 FW first would they?

Can try this to see if you can get the RBS and RBR updated manually -

Have the RBS and RBR FW files already downloaded to your wired PC:

https://community.netgear.com/t5/Orbi-WIFI-6-AX-AND-Wi-Fi-6E-AXE/New-RBR850-RBS850-Firmware-Version-7-2-6-31-Released/td-p/2372886/jump-to/first-unread-message

I recommend that you factory reset the RBS and RBR and let the RBS auto connect to the RBR soon after the RBR is waiting at the setup wizard screen as seen here:

https://community.netgear.com/t5/Orbi-WIFI-6-AX-AND-Wi-Fi-6E-AXE/Procedure-for-Factory-reset-of-RBS850/m-p/2356834/highlight/true#M52575

Bring them to the same room as the RBR or near the RBR. 20 feet is good. If they auto sync to the RBR which they should, after you press the reset button on the RBS then on the RBR, or user the ERASE button, give about 5 minutes for them to sync to the RBR. The front LED should turn BLUE in front. When that happens, being to walk thru the setup routine as detailed in the PDF. Skip the portion of where it checks for FW updates. And don't change the WiFi SSID name or password, we'll do this later. Just get to the home screen.

Follow this process to update the FW on the RBS using the RBS web pages by accessing them with the IP address given to them by the RBR:

Manual FW Update Process

Follow this process to get each RBS updated first, then update the RBR lastly.
- Dannytype1
  Aspirant
  Apr 11, 2024
  Hi
  
  Thanks for all the information having wasted an hour speaking to someone in support i am not nearer sorting out my issue.
  
  I bough a new cat 6 cable and a brand new ethernet adapter all things i shouldnt have to do when i have spent will over $1000 dollars on the router.
  
  I can get the ethernet cable working as it should when wired to the router. However, the satellite only shows 5 ghz wireless events when wired. I kept getting asked what firmware the satellites are on, and as I keep saying, it doesn't tell me anywhere that information. Even if it did, I wouldn't be able to update it. I am on a death loop with no way out.
  
  I hope that other pre-customers read these posts and many others on the forum to see how bad the situation is and how all you get is people on the other end of a phone reading scripts and copying and pasting messages on the forum.
  
  Thanks
  
  Danny
  - CrimpOn
    Guru - Experienced User
    Apr 11, 2024
    Most of those authorized resellers have generous return policies. What about returning the Orbi package and starting over with something else?
    
    If the units cannot be returned, another possibility is to "flash" the firmware directly to each satellite. This depends on which platform is available (Windows, Apple, Linux) The concept is to
    
    connect the satellite and computer with an Ethernet cable
    
    with both the satellite and computer not connected to anything else
    
    set the computer to a static IP address or 192.168.1.x (not "1" or "250", anything else)
    
    have firmware for the satellite "unzipped" and ready on the computer
    
    have TFTP (or mnrpflash for Windows) open and ready on the computer
    
    set TFTP to send to 192.168.1.250
    
    power up the satellite
    
    wait a second or two and 'send' the firmware file to the satellite.
    
    after the firmware file is sent, the satellite will reboot with the new firmware
    
    This is a really tricky process. I have done it twice with older Orbi models (not an RBS850). Both times it was really frustrating. I once tried failed five times in a row and was getting out my trusty hammer to beat the satellite into tiny pieces and then thought, "what else do I have to do right now? maybe I can try again." and the sixth time..... it worked!
    
    The 'nerd' in me enjoyed the adventure. The 'normal' person in me was frustrated, annoyed, and angrier by the minute.

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