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Support in China
Hi,
I live in Shanghai, China and recently bought a R7000 here in China.
After unwrapping and connecting it asked for a firmware update, which I started. After that I never get in contact with it again. I'm not an expert but a nerdy friend had it over and said it's completely bricked. No contact at all.
So, reported it online, got a case number and everything, but I have to call support in China for further action. Not speaking a work of Chinese I'm kind of stuck.
Quiestion: anyone know if there is an English speaking Netgear support channel in China? Can I take it somewhere else?
My friend is really nerdy (20+ years of experience in computer and network business) and he has given up on it :(
Hi frankbuck,
Click on the link below to contact support.
https://www.netgear.com/support/contact.aspx
-Select "Get help on my NETGEAR product"
-Select your country
-Enter the serial number of your router
-Then select "I cannot find an answer to my problem, I would like to contact NETGEAR support."
-Select Open an email ticket
14 Replies
Did your nerdy friend try this?
>>>> How to upload firmware to a NETGEAR router using TFTP | Answer | NETGEAR Support <<<<
I will ask him. Thank you for the tip!
This is what my friend wrote me back regarding the firmware update:
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Hi, this process (the FTFP thing) didn't even work, because the router is completely bricked. What is needed now is to take apart the cable, and use a special cable to connect to the router and then to upload the software. I can't even set a static IP for the computer, because it doesn't see the router. So, a more drastic intervention is required!
----------------------------
What do I do? What cable is he talking about? Can't get in contact with Netgear China because of language barrier. Is it at all likely they will swap it for a thing like this? Is it at all possible to repair a router this bricked? What are your experiences?
Here is a link with how to do instructions https://www.myopenrouter.com/article/how-set-serial-console-netgear-r7000-nighthawk-wi-fi-router
I hope that this helps.
What is the router doing, what are the lights on the router doing?
William10a wrote:What is the router doing, what are the lights on the router doing?
Solid white light, no response to reset...
So no people from Netgear in here? I would really like a solution to this, and how to get in contact with Netgear....
If the router is bricked you may be able to use a serial cable attached the main circuit board to reflash it will leave a link if you want.
William10a wrote:If the router is bricked you may be able to use a serial cable attached the main circuit board to reflash it will leave a link if you want.
Hi William,
Thank you, you already posted that I think, much appreciated. But I am looking for Netgear to take some responsibilty in their product, that didn't manage to do a firmware update.
I can not do those modifications to the router myself...and I think it's more a matter of someone knowing the right path to Netgear and their support people here in China.
Right now I'm stuck with a useless product, and I would really like to see it work again!
Again, thanks for your reply!
