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Forum Discussion
RBS750 pulses white forever. Can't request a replacement support website 'somethingWentWrong'
One of the RBS750 satellites that came with my Orbi AX4200 bundle is now permanently pulsing white. I have performed a hardware reset as part of trying to reconnect it to my router, but it flashes white permanently and never gets to the state where it has a solid white light, as instructions indicate is necessary before pressing the sync button and adding it to my system. I'm guessing it was trying to do a firmware update and maybe lost connectivity from the router at that moment, and now it's unable to connect or finish.
It worked fine until now, then one day it dropped off the system, began pulsing white, and has been pulsing white ever since. I have tried a number of proposed resolutions from the community knowledgebase, including many combinations of resetting, and including trying to manually push the firmware to the satellite via tftp, but nothing has worked. When it powers up it blinks white for a few seconds, then starts pulsing white.
The router itself and my two other satellites work fine, I only have a problem with one satellite. This problem began two weeks ago.
My system is only three months old and still under warranty. I need to replace my RBS750 satellite with a new one.
But when I go to the Netgear support website and fill out the "request a hardware replacement" form, when I press submit I get the helpful message somethingWentWrong'
Since I can find no other way to contact Netgear support, I'm stuck. How do I initiate the replacement process?
4 Replies
You need to update the RBS before updating the RBR. Keep this in mind for future updates.
What you need to do is factory reset the RBS. Wire connect a PC to the 1st satellite📡. Already have the most current FW version files downloaded on to this PC.
Wire connect 1 PC to the back of the RBS. Factory reset the RBS, wait about 5 minutes. The PC will get a IP address from the satellite📡. The RBS will be 192.168.1.250. Use this IP address in a web browser to log in to the satellites web page. Log in as admin and password. Use the satellites 📡 web page FW update feature to select the FW update file that was unpacked from the .zip file. Then factory reset and then re-sync the satellites 📡 to the RBR.
FURRYe38 I appreciate the information but as far as I can tell it doesn't apply to my situation. First, I didn't update anything to initiate this problem. The RBS simply lost connectivity and pulses white permanently and will not reconnect. The RBR and all other satellites are functional and on the latest firmware. I only tried manually updating the failing RBS via wired connection after multiple other trial solutions which were not sucessful.
Factory resetting the RBS doesn't appear to be working. After doing the reset procedure with the paper clip, the RBS still comes up pulsing white permanently. First it blinks white, then after a few seconds, goes to a pulsing white (color fading in and out instead of blinking). In that state, with a wired connection to the RBS at 192.168.1.250, when I hit the device via a web browser, I get an error page from the RBS. I have tried variations of the reset with techniques found in this forum, but nothing has made any difference, it comes up with a pulsing white light and is not accessible in any way I've been able to discover.
I believe I need a replacement unit. I appreciate that you included the link to the Netgear support page in your response. I had already visited that page many times and attempted to request a hardware replacement, but the page responds "somethingWentWrong" when I submit the replacement form. I have tried from multiple machines with different browsers, in case it is a Chrome- or Edge-specific problem. It is not possible to submit the replacement request.
I am outside of the 90 days tech support window but the unit is still under warranty. But because of the website problem, Netgear has successfully created an impenetrable barrier to me getting my warranty honored.
I am hoping to hear from Netgear here.
However if you or anyone has any other suggestions I'm happy to try them. I'm a tech guy and a networking guy, able to do anything except repair the hardware!Wait for @FURRYe38's standard questions: what's the firmware version, model of your ISP modem/router and the link for how to save your config. I'm obviously not a big fan of NG sponsored moderators on the forum especially when they are not being objective and only marginally helpful. People have serious issues with the NG Orbi firmware and they keep repeating like a broken record same questions. All I want is NG to take responsibility, acknowledge the firmware issues and do something about it. So far I have seen nothing. They keep sending their minions to misinform everyone while they do nothing.
