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R7800 firmware update to v1.02.62 caused internet connection to stop working
Model - R7800 nighthawk
I updated the firmware yesterday from v1.0.2.5x to v1.0.2.62. Immediately following the update to the firmware the router could no longer see the modem. I swapped out cables, tested connetivity to the modem directly from a laptop and through a switch - internet connection is fine.
The router simply will not provide an internet connection.
I reset back to factory default, and when it came up it was updated with firmware v1.0.2.60, and it still will not connect to the internet through the modem (Motorola modem).
I bought the router in February 2017 - it has worked great until this firmware issue. What could have been in the firmware update that would have caused it to stop working? And what do I do to get my router working again?
I have found the following steps to work with two different R7800 routers connected to Comcast XB6 Gateways that are set in bridge mode.
The sequence of the following steps is important for success. Download and flash the v1.02.63 hotfix firmware on your router.
Through the graphical user interface, go to Advanced -> Administration -> Backup Settings and revert to factory default settings.When the router restarts, be sure and go to Advanced -> Administration -> Firmware Update and set the I disagree to router auto firmware update option.
Disconnect the power from your router.
Disconnect the power form your modem.
Wait a minimum of 20 minutes.
Reconnect the power to your modem and give it enough time to fully start up and connect to your service provider. Estimate five to ten minutes.
Reconnect the power and turn on your router. The Internet connected LED should turn white as the final step of the boot process.
8 Replies
I have found the following steps to work with two different R7800 routers connected to Comcast XB6 Gateways that are set in bridge mode.
The sequence of the following steps is important for success. Download and flash the v1.02.63 hotfix firmware on your router.
Through the graphical user interface, go to Advanced -> Administration -> Backup Settings and revert to factory default settings.When the router restarts, be sure and go to Advanced -> Administration -> Firmware Update and set the I disagree to router auto firmware update option.
Disconnect the power from your router.
Disconnect the power form your modem.
Wait a minimum of 20 minutes.
Reconnect the power to your modem and give it enough time to fully start up and connect to your service provider. Estimate five to ten minutes.
Reconnect the power and turn on your router. The Internet connected LED should turn white as the final step of the boot process.
Not sure exactly what it solves. The internet connection between the router and the gateway seems to be difficult to estabish when you make changes and reboot too many times too quickly.
This comes from experience with several years of updating firmware or swapping various ASUS and Netgear routers connected to different Comcast gateways.
Kitsap wrote:
Disconnect the power from your router.
Disconnect the power form your modem.
Wait a minimum of 20 minutes.
20 minutes is far too long.
This is the usual advice for rebooting a network:
- 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 connect.
- Turn on computers and rest of network.
You can usually time things by looking at the LEDs on the devices.
UPDATE:
My router stopped seeing my cable modem again today. I found another post that lead me to a simple fix (link below). Apparently the cable modem is set up to recognize and remember the first device it connected to. I happen to still have the laptop I used to first set the cable modem up (thankfully). I changed the MAC address in the router setup as the MAC address for that laptop ethernet port. I didn't have to restart anything - it just started working after applying the change. My guess is that was the issue all along, but I suppose we'll never know. Thanks again for all the input.
Here is the link to the article I found the MAC address fix in:
