Please demystify firmware update numbers for Nighthawk M1

[UK-based]

Can anyone please explain what Nighthawk M1 firmware update numbers indicate?

I'm in the UK and my mobile network provider is EE. When I first got my M1 in Nov 2017 it immediately auto-updated to release 10.20.05.00. Last week it auto-updated to 10.22.03.00 (firmware build date 22nd Nov 2017), only after I had replaced the battery (I'm normally running my M1 24/7 on an upgraded mains charger without the battery). My web-based GUI version is now MR1H_04.01.45.00.

However, the firmware numbers don't match the numbers I've seen in other posts, such as 10.16.04.04 from around August 2017 (perhaps specific to Telstra), which according to this Netgear moderator partially solves the Ethernet sleep issue, by initially turning on the Ethernet port for 2 mins after a reboot and then keeping in on if the port is terminated by an attached device. He also refers to 10.16.04.04 as being MR1 - does this stand for "Major Release 1" or something else? And he indicates that the remaining Ethernet port issues should be solved in MR2. How would the update release codes change to indicate MR2? And when is MR2 likely to be released to the various carriers in different countries?

The release 10.16.04.04 would appear to be a numerically earlier release than my original version 10.20.05.00, which still had the Ethernet port OFF after a reboot. So how are these release numbers determined? Is there a different code for each country or perhaps each mobile network provider? If there's no uniformity with the numbering and no update history records on the Netgear website (new features, bug fixes, etc.), how on earth can users know when their own M1 issues have been solved?

Please Netgear - be more open about your release numbering and provide update history records on your website so that users in different countries know where they stand.

[UK-based]

Reading between the lines of this post from a Netgear moderator, firmware releases are customised for specific mobile network providers in different countries, and that they have to certify the firmware before it's released. This could mean that we're all on different firmware with various features and bugs. What a mess!

It's obvious therefore why firmware downloads aren't supplied for the M1 on the Netgear website. This may also explain why no firmware update history (new features and bug fixes) is available because users would be comparing their versions and complaining about differences.

Nevertheless, you Netgear are an international company relying on international sales - surely we users deserve better support than this. It's very easy to determine the country and the ISP via which someone is browsing the internet. You could easily serve country and/or ISP specific web pages giving firmware update histories - thus no embarrassing comparisons. This would not only help your very patient and loyal users, it would also significantly cut down on your support requirements. Your sales are likely to improve due to fewer irate customers justifyable expressing their feelings. These days, a company's credibility can be destroyed overnight - it takes a very long time to re-establish trust afterwards.

Please stop treating us like mushrooms...

[TeeJay74]

Hi,

You are using EE version (customized ISP model) of MR1100. Have you thought possibility that it may be worth to contact EE technical support specialist and ask from there about firmware versions and changelog data ?

[UK-based]

Thanks for the suggestion, which is very logical. However, the last time I contacted EE support to ask why my M1 was constantly rebooting when I tried to run it on the supplied 2A mains charger without the battery, they hadn't got a clue. To be fair to EE, they've only recently been offering the M1 as part of a mobile network broadband package - they don't yet have the experience that Telstra has, for example, in dealing with customer issues. The likelihood of the public-facing EE support staff knowing the new features and bug fixes provided by a specific firmware upgrade is very slim. Nevertheless, it's worth a try. I'll report back if I have any luck.

[TeeJay74]

Hi,

Please  try to find engineer level expertise from EE, it may be waste of time to ask from ordinary customer support. 

[UK-based]

I spoke with the technical support department of my carrier (EE in the UK) and explained the various problems I've been having with the M1, including the requirement to purchase a more powerful mains charger to run reliably without battery, and also the sleeping of the Ethernet port after a period of no activity. Here is their written response:

"Our support teams have looked into your fault and have asked if you can contact Netgear directly regarding the issue, they believe the issue doesn’t lie with EE."

Furthermore, it appeared from my conversation that EE don't even receive changelogs from Netgear - seemingly they have no clue when new firmware updates will be released by Netgear for the EE customers. The M1 regularly checks the availability of new firmware (presumably on a hidden location on the Netgear site) and auto-updates itself (if the battery is installed and charged above 20%). The EE technical staff I spoke with weren't aware of any EE testing of new firmware prior to release. They just have to wait for their customers to contact them with problems!

It's clear to me that all carriers should be testing their specific, customised versions of new firmware prior to release to their customers. They should also be given a complete changelog by Netgear, listing new features and bug fixes, which should also be made available to their customers.