Set up failure AC3000

Question

I received the new unit today. It would not set up via WPS so I tried using the mobile app. While downloading new firmware an error came up on the app that makes no sense: "you are connected to *my network name* go to settings&gt;WiFi and connect to *my network name* then return to the app" since then all the unit does when powered on is flash the leds and the power light. Pressing the reset button for however long does nothing. The app can't access it. I don't know what to do, the manual is useless and there's no way to contact an actual support team. Any advice gratefully received.

plemans · Answer

RAR84&nbsp;wrote:Thanks for the reply, I really appreciate it.Please can you help further: can you define how long I need to be patient for? 30 minutes seems too long to me.---30 minutes is to long. Its usually a couple minutes.&nbsp;The manual does not mention tethering to a PC so I will try that method, thank you.---this method tends to work well. Its usually how I prefer to setup my device.&nbsp;The app gave me no choice on the firmware update and during that update and since the app comes up with the contradictory message I mentioned, Netgear should look in to that if the app is not a reliable way to update, perhaps they should add to their manual about pc tethering or have a prompt in the app?---I've recommended it before to netgear. Their default response is that the firmware isn't downloaded to the app or wireless device. Its downloaded to the memory on the router and then installed so it shoudn't be an app/wireless issue. Problem is, when we see corrupt firmware issues on the forum, it tends to be from those who did it wireless or through the app.&nbsp;&nbsp;

plemans · Answer

The EX8000 takes a while to boot. Be patient with it when it first starts up :)

Also, try hardwiring a pc/laptop into it for setup. Disable the wifi on the device you connect to it so it doesn't default back to wifi.

Attempt setup using the pc/laptop using the installation assistant. It tends to go faster/smoother

I'd also recommend not updating via the app. Whenever we see corrupt firmware issues, it tends to be when done over the app or done over wifi.

there's an install video using the installation assistant on the support site.

https://www.netgear.com/support/product/ex8000

RAR84 · Answer

Thanks for the reply, I really appreciate it.
Please can you help further: can you define how long I need to be patient for? 30 minutes seems too long to me.
The manual does not mention tethering to a PC so I will try that method, thank you.
The app gave me no choice on the firmware update and during that update and since the app comes up with the contradictory message I mentioned, Netgear should look in to that if the app is not a reliable way to update, perhaps they should add to their manual about pc tethering or have a prompt in the app?

RAR84 · Answer

Unfortunately none of this has worked at all.&nbsp; The unit just flashes the front LEDs and the Power LED, pressing the WPS button does not engage the WPS function, holding down the reset button has zero effect.&nbsp; When I connect this to my PC via USB the Netgear device does not even register.&nbsp; This has to go back for a refund.&nbsp; Overall I'm incredibly disappointed, not just because the firmware update failed mid-cycle and that seems to have caused all this, but that Netgear has effectively terminated any and all support and directs to a community.&nbsp; Its great that this community exists, but its not Netgear providing the service themselves and that's incredibly disappointing.&nbsp; When I get my refund I don't think I'll be buying Netgear to replace this.&nbsp;&nbsp;

plemans · Answer

You shouldn't be connecting to it via usb unless you have a usb---ethernet adapter.&nbsp;and if the firmware is corrupt, you can potentially recover it via tftp or nmrpflash.&nbsp;are you on windows? if so, follow this guidehttps://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP&nbsp;just make sure you enable tftp&nbsp;https://www.thewindowsclub.com/enable-tftp-windows-10&nbsp;and here's a video walk through.&nbsp;https://www.youtube.com/watch?v=R9DLrLQrpaw&nbsp;and if that doesn't work, you can try using nmrpflashhttps://github.com/jclehner/nmrpflash&nbsp;

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Set up failure AC3000

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