MR60 solid amber light and no Wifi

[CarrieF]

Hi all,

I encountered a sudden problem last night with my MR60 mesh router (2 satellites). I was clued into something happening because my Sonos music system stopped playing abruptly, and ESET started issuing messages I no longer recall (but nothing terribly concerning). It wasn't until I left this room and went to use a wifi-connected phone that I realized wifi was completely down.

I did the following:

- multiple unpluggings and restarts of both the router, the satellites, and the modem

- firmware update for the satellites and router (satellites had 1.1.7.132 so I upgraded to 1.1.7.134; I don't recall what router had but it wasn't the most recent, so I updated that as well)

- factory reset of router

I've had no success. Devices show the message "connected, no internet". Desktop plugged into modem (CM1100) works fine.

One thing I noticed - and I think is what threw the ESET off last night - is that IP addresses for the attached devices kept changing. I disabled both of the Sonos devices in case they were causing problems, but that didn't fix anything. Connected devices include: 1 iPhone, 1 iPad, 1 Android phone, 1 Android tablet, 1 Brother printer, and the 2 Sonos units. At various times within an hour last night, the iPad had 3 different IP addresses. Does this help identify the underlying problem?

Thank you for any help you could provide. System is less than 1.5 years old and has worked fine up until now.

Carrie

[FURRYe38 · Accepted solution]

Please post a copy and paste of the modems event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

Other items on the cable connections page look ok for the modem.

What Firmware version is currently loaded on the MK system?
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between MR📡 and MS🛰️ to begin with depending upon building materials when wirelessly connected.

Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
Be sure to restart your network in this sequence:
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 to connect.
Turn on computers and rest of network.

factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. https://kb.netgear.com/22697/How-do-I-install-my-NETGEAR-router-using-the-router-web-interface
Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-rout...
https://kb.netgear.com/25722/How-do-I-reserve-an-IP-address-on-my-NETGEAR-router
I would power OFF the ISP modem for 1 minute. Factory reset the router and power it off. Power ON the ISP modem and let it sync. Then power ON therouter and walk thru the setup wizard again using a wired PC and a web browser.
Press the back reset button for 15 seconds then release. 
https://kb.netgear.com/9665/How-do-I-perform-a-factory-reset-on-my-NETGEAR-router
https://kb.netgear.com/24233/How-do-I-erase-the-configuration-settings-on-my-Nighthawk-router

[FURRYe38]

Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between MR and MS🛰️ to 
https://kb.netgear.com/000061709/Where-should-I-place-the-Mesh-WiFi-satellite-of-my-Nighthawk-Mesh-W... 📡

What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?

Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
Be sure to restart your network in this sequence:
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 to connect.
Turn on computers and rest of network.

Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

[CarrieF]

UPDATE: I did a new factory reset, this time following the exact process I went through during initial setup of this router. It worked! Not unexpectedly, I must have screwed up the first factory reset.

I'm still curious what happened. The Sonos systems are still disabled, so I wouldn't mind hearing if anyone else has had issues with those in particular.

[FURRYe38]

Glad you got it working. 

Might give some feedback to the questions presented to help better narrow down what happened. 

Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
https://kb.netgear.com/24231/How-do-I-back-up-the-router-configuration-settings-on-my-Nighthawk-rout...

[plemans]

Sonos has issues with mesh systems and double nats. 

What modem/gateway is the MR60 connected to? 

Try powering off the MS60 satellites and connecting the sonos devices directly to the router. 

When they're connected, then power the satellites backup and see if that works. 

It might also be an issue with sonos as mine went down this weekend for 24 hours as well. 

So worth checking their forums. 

[CarrieF]

Good day!

I posted earlier this year about a problem which may or may not be related to my current one, which just began on Thursday. (Prior post: https://community.netgear.com/t5/Nighthawk-Wi-Fi-6-AX-Mesh/MR60-solid-amber-light-and-no-Wifi/m-p/22...)

SETUP: Netgear CM1100 modem connected to desktop computer and Netgear MK63 Wifi-Mesh router system. MR60 router is next to modem in same room as desktop; two MS60 satellites are in separate rooms, approximately 15' and 45' away, all on the first floor. Wifi typically accommodates my work laptop, work iPhone, personal Android cell, personal Samsung tablet, HP printer, and Sonos music system. Since prior issue in February, Wifi has been working relatively well, with the sole exception of occasionally seeing much lower download speeds in room with the router than in room next door (which has a satellite).

CURRENT PROBLEM: Wifi abruptly stopped Thursday afternoon. Router shows solid Amber light; devices showed "connected, no internet". Ethernet connection to desktop computer works fine.

WHAT I'VE DONE:

1. Power-cycled router twice, then power-cycled modem separately, then power-cycled both of them together at least 3 times. No change.

2. Factory reset of modem and router. No change.

WHAT I HAVEN'T YET DONE:

1. Update firmware manually. I have downloaded the necessary files but will note the firmware version on the router is current when I was able to check it on Friday.

2. Cleared event logs. I have attached the modem's event log page but have yet to clear it.

POTENTIAL CLUE? When I hooked up my work laptop directly to the modem (basically unplugged the cable that had gone from my desktop to the modem and plugged the computer end into the work laptop's dock), I cannot connect to the internet. I got a message saying there was no valid IP address. I cannot rule out the possibility that there is an issue with either the ethernet adapter on that laptop or the dock somehow, though. (Dell Precision M5560 with Thunderbird dock)

Attached is the event log from the modem I will attach the cable connection info in separate posts, since it seems to limit me to one attachment per post. Any ideas? At this point, I can't even confidently say whether it's the modem or the router that has the problem.

Thank you for any assistance you can think of!

Carrie

[CarrieF]

Attached is page 1 of the cable communication info from the modem.

Carrie

[CarrieF]

Page 2 of cable communication info.

[CarrieF]

And final page of cable communication info.

[FURRYe38 · Accepted solution]

Please post a copy and paste of the modems event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-m...
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-mode...

Other items on the cable connections page look ok for the modem.

What Firmware version is currently loaded on the MK system?
Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended. 

What is the size of your home? Sq Ft?
What is the distance between the router and 📡 satellite(s)? 30 feet or more is recommended in between MR📡 and MS🛰️ to begin with depending upon building materials when wirelessly connected.

Has a power off for 1 minute then back ON with the ISP modem and router been performed since last update?
Be sure to restart your network in this sequence:
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 to connect.
Turn on computers and rest of network.

factory reset and setup from scratch been performed since last FW update? A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. https://kb.netgear.com/22697/How-do-I-install-my-NETGEAR-router-using-the-router-web-interface
Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-rout...
https://kb.netgear.com/25722/How-do-I-reserve-an-IP-address-on-my-NETGEAR-router
I would power OFF the ISP modem for 1 minute. Factory reset the router and power it off. Power ON the ISP modem and let it sync. Then power ON therouter and walk thru the setup wizard again using a wired PC and a web browser.
Press the back reset button for 15 seconds then release. 
https://kb.netgear.com/9665/How-do-I-perform-a-factory-reset-on-my-NETGEAR-router
https://kb.netgear.com/24233/How-do-I-erase-the-configuration-settings-on-my-Nighthawk-router

[CarrieF]

I am in awe of your expertise.

This sequence of steps solved the wifi problem: (EDIT to add sequence for clarification

Be sure to restart your network in this sequence:
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 to connect.
Turn on computers and rest of network.)

At first the router was solid amber, but as soon as I booted up the computer it turned blue. Satellites are both blue now and phone is connecting fine.THANK YOU! I had done power-cycling of the two units, but perhaps didn't follow the steps in this precise order. I would never have believed it would make so much difference.

Router firmware version is V1.1.7.134 to complete the prior ask.

I do have a different problem now, though it is the same I had back in February after I fixed the wifi: the ethernet isn't working. My desktop is physically connected to the modem but says "no internet". Now, between February and last weekend, the ethernet apparently started working again, unbeknownst to me, but it would be nice if I could figure out how to get it back now.

Would it be preferable to start a new thread?

[michaelkenward]

---

@CarrieF wrote:

I do have a different problem now, though it is the same I had back in February after I fixed the wifi: the ethernet isn't working. My desktop is physically connected to the modem but says "no internet". Now, between February and last weekend, the ethernet apparently started working again, unbeknownst to me, but it would be nice if I could figure out how to get it back now.

 

---

Is this "no internet" a message that you get in Windows?

If so then that is probably where to look for the answer. The router is not guilty.

Windows likes to protect us from new networks that might be evil. In  reality, it often shuts us out of safe networks.

One thought is that you could tell Windows that you are on a "private network".

• Network and Internet settings
• Network Status
• Change Connection Properties
• Network Profile
• Private

That is for older versions of Windows. If you are in Windows 11, it is easier to find the setting.

And then:

 

I'm told that this is rubbish advice. But it has worked for me and others in the same boat.

[CarrieF]

I'll give that a try. Yes, it's in Windows I'm getting that message and it does say Public Network. At one point years ago, it was definitely a Private Network with a name (it's currently "Unidentified network") but I've reset the modem since then and never got back the named part of the network.

I'll report back if that address it.

Carrie

[michaelkenward]

---

@CarrieF wrote:

.... I've reset the modem since then and never got back the named part of the network.

---

That might have been enough to rattle Windows.

Then there is the ever tightening security regime that Microsoft, and others, want us to adopt. Windows now offers the "random mac" setting that has confused many users of Apple's mobile devices.

[FURRYe38]

Glad you got it working.  Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System

Typically for a different issue, users are recommended to start a new thread for a new topic. Since your getting help here, please conclude it here. 

Enjoy. 📡

---

@CarrieF wrote:

I am in awe of your expertise.

This sequence of steps solved the wifi problem: (EDIT to add sequence for clarification

Be sure to restart your network in this sequence:
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 to connect.
Turn on computers and rest of network.)

At first the router was solid amber, but as soon as I booted up the computer it turned blue. Satellites are both blue now and phone is connecting fine.THANK YOU! I had done power-cycling of the two units, but perhaps didn't follow the steps in this precise order. I would never have believed it would make so much difference.

Router firmware version is V1.1.7.134 to complete the prior ask.

I do have a different problem now, though it is the same I had back in February after I fixed the wifi: the ethernet isn't working. My desktop is physically connected to the modem but says "no internet". Now, between February and last weekend, the ethernet apparently started working again, unbeknownst to me, but it would be nice if I could figure out how to get it back now.

Would it be preferable to start a new thread?

---

[CarrieF]

Hi there,

I tried the directions but I'm on Windows 10 and got stuck at Change Connection properties. There is an option to Change adapter options, but that just gives me my ethernet adapter (and wifi adapter) and never get an option for the next step.

I did try the Windows troubleshooter and got the message "'Ethernet' doesn't have a valid IP configuration".

I did some searching for that text and found a lot of suggestions, some of which I've obviously already done as part of fixing the wifi. I did the Network Reset in Windows but that didn't solve the problem.

Carrie

[michaelkenward]

---

@CarrieF wrote:

I tried the directions but I'm on Windows 10 and got stuck at Change Connection properties.

---

Directions for the private network?

• Network and Internet settings
• Network Status
• Change Connection Properties
• Network Profile
• Private

How to Set a Network Profile in Windows 10 - dummies

[CarrieF]

Hmm. This is all I see when I select Ethernet under Network & Internet settings:

And if I click on Unidentified Network, this is what I get:

Carrie

[michaelkenward]

One of many things out there on Windows 10 and private networks.

How to change network settings from public to private? - Microsoft Q&A

or

Make a Wi-Fi network public or private in Windows - Microsoft Support