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Nighthawk R8000 Open Support ticket for 3 weeks no response

ortizthx1138
Aspirant

Nighthawk R8000 Open Support ticket for 3 weeks no response

I opened a support Ticket (40749374)on November 30th because my router "Nighthawk x6" is not working. Amber light and all white other lights. Cannot remote into it because its not giving me an IP address. 

I recieved it as a gift in February and dont have any idea of when it was bought or from where. But, When I got it it was new. 

 

Anyway, I opened a support ticket since i think my free phone support and other options are expired. I have not gotten a response from anyone since. I dont even know if or not I have any coverage left at all. Is there any way to find out. I have been without my router for a month now and need to get it looked at or exchanged if i can. Please Help.

Model: R8000|Nighthawk X6 AC3200 Smart WIFI Router
Message 1 of 12

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response


@ortizthx1138 wrote:

I opened a support Ticket (40749374)on November 30th because my router "Nighthawk x6" is not working. Amber light and all white other lights.

 

Which light is that? Power LED?

 

Have you tried a factory reset?

 

How do I perform a factory reset on my NETGEAR router? | Answer | NETGEAR Support

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 2 of 12
ortizthx1138
Aspirant

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

Yes I have tried a factory reset. Will
not come back up with an IP so i can go into settings. Default wifi ssid’s will
not show up or when i connect via ethernet. The power led is amber and all other lights are a solid white.
Model: R8000|Nighthawk X6 AC3200 Smart WIFI Router
Message 3 of 12

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response


@ortizthx1138 wrote:
The power led is amber and all other lights are a solid white.

 


The firmware on your device is corrupt. The router won't work.

 

This may not be easy to fix. Start here:

 

How to upload firmware to a NETGEAR router using Windows TFTP | Answer | NETGEAR Support

 

Before you do that, try this:

 

  • Press reset for 30 seconds
  • Keep pressing reset while removing power
  • Keep pressing reset for another 30 seconds while apply power

 

That is a more severe device reset.

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 4 of 12
ortizthx1138
Aspirant

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

Ive tried both suggestions with no luck. Reset does nothing. Lights never change. Cannot connect to router to upload firmware. Windows always says ethernet cable unplugged. Pc never sees the router. 

Model: R8000|Nighthawk X6 AC3200 Smart WIFI Router
Message 5 of 12

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response


@ortizthx1138 wrote:

Ive tried both suggestions with no luck.

 


I assume that this means that you have tried the TFTP approach.

 

If so, how are you going about it? This can be a complicated process. This bit, for example, needs explaining:

 


@ortizthx1138 wrote:

Windows always says ethernet cable unplugged. Pc never sees the router. 

 


What is plugged into what? You don't really do much in Windows itself. You have to get into "command mode" territory, where Windows won't throw up prompts, just responses to manual commands..

 

The instructions at the end of the link I gave may not be detailed enough. There are other things you can find out in searcher land, including YouTube. The brand of router probably is not relevant. They all use a similar procedure.

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 6 of 12
ortizthx1138
Aspirant

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

OK, so ive tried the tftp meathod. The problem is that when I hold the reset button on the router for the required time while powering off  and back on again the lights never change. At all times I have an Amber power light and 4 solid white remaining lights. THey never blink or turn off. No response at all to anything i do. The ethernet connection in windows never sees any connectivity at all. it always says ethernet unplugged during the whole process. I set static IP, I enabled TFTP in windows components. All that jazz. 

Model: R8000|Nighthawk X6 AC3200 Smart WIFI Router
Message 7 of 12
ortizthx1138
Aspirant

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

Is there any way to get this repaired if its out of warrenty? 

Model: R8000|Nighthawk X6 AC3200 Smart WIFI Router
Message 8 of 12
antinode
Guru

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

> [...] The ethernet connection in windows never sees any connectivity
> at all. it always says ethernet unplugged during the whole process.
> [...]

   If the physical link is always bad, then there's little hope for
anything like TFTP to work.  Are there LED indicators on the Windows
system (perhaps at/on the Ethernet connector) which confirm that?

   The alternative to TFTP is a serial-line connection.  I know nothing,
but a Web search for terms like, say:
      netgear router usb serial line
should find things.

> Is there any way to get this repaired if its out of warrenty?

   I don't think that Netgear does parts or repairs.

Message 9 of 12
myersw
Master

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

Repair would cost more then the cost of a new router. 

TFTP should fix it. 

If not then the only other would be to crack open the case and do a serial update. Requires serial to USB connection. Not for everybody.

--Bill
ISP Comcast, Modem-Netgear CM1150V, Router-Unifi Security Gateway-Pro4, AP-2 Unifi AP-LR
Tesla > Edison
Message 10 of 12
ortizthx1138
Aspirant

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

Thanks for the replies. Found out the router is older than I thought. It was given to me. So i’m SOL with any kind of support. I will try the serial option since Tftp didn’t work. thanks.
Model: R8000|Nighthawk X6 AC3200 Smart WIFI Router
Message 11 of 12
myersw
Master

Re: Nighthawk R8000 Open Support ticket for 3 weeks no response

While this is written for a r7000 recovery it is still valid for recovery of a r8000. I know I used it. 

https://www.myopenrouter.com/article/how-debrick-or-recover-netgear-r7000-r6300v2-or-r6250-wi-fi-rou...

Good luck with opening and recovery.

 

 

--Bill
ISP Comcast, Modem-Netgear CM1150V, Router-Unifi Security Gateway-Pro4, AP-2 Unifi AP-LR
Tesla > Edison
Message 12 of 12
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