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NETGEAR Employee

Re: R7000 2.4ghz not working but 5ghz is fine

FYI, I was able to confirm that we have logged a bug for this issue. Now I need check on the status of the proposed fix.

Message 126 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

I have had this same problem with a router I bought 9 months ago and one I bought just a few days ago. I have rolled back the firmware to V1.0.5.48_1.1.79 and both seem to be working for a couple of days. I too hope that it is a firmware problem that can be addressed easily. I tried the other suggestions of reset to factory and it worked only one day before the problem appeared again. I have checked for any other problems such as interference using a WiFi app for my smart phone and have found no problems.

Message 127 of 426
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Guide

Re: R7000 2.4ghz not working but 5ghz is fine

Hi @Nifer,

Please keep all of us posted, since we pretty much all have the same issue here. I opened a case last week for the same problem, #26377689 if you want to take a look. Yesterday, The Netgear expert in charge started to talk about a replacement. It would be nice to know if it's indeed a firmware issue, hardware, or a combination of both. I obivously won't proceed with the replacement if it's just a firmware issue.

 

Thanks

Message 128 of 426
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Apprentice

Re: R7000 2.4ghz not working but 5ghz is fine

LeftCoast - you have wrong version of firmware - that version is known to have the problem. I rolled back to 1.0.4.28_1.1.64 firmware five days ago. I have between four different devices connected 2.4ghz all the time and two more that connect periodically. I have up to five devices connected to 5ghz and 12 devices connected via Ethernet. Everything has worked without issue for five days now. The problem was introduced in the subsequent firmware version and has remained since.
Message 129 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

KazzMANIA - You may be right about the correct version to use. In my case, the problem started when I went to 1.0.6.28_1.1.83 although it may be due to the problem with the earlier version you identified. Thus far I have had no problems with 1.0.5.48_1.1.79 now for three days. If it fails, I will go to 1.0.4.28_1.1.64 until there is a fix.

Message 130 of 426
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Apprentice

Re: R7000 2.4ghz not working but 5ghz is fine

LeftCoast - can you go to speedtest.net and run three tests on each if your Ethernet, 2.4ghz, and 5ghz connections. One of the versions I tested was staple on 2. 4ghz but it's Ethernet speed was about 2 percent of expectation.
Message 131 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

KazzMANIA - No difference between ethernet, 2.4ghz and 5ghz. Here are the results using my Surface Pro 3 for wireless at 2.4 and 5 ghz and a desktop for ethernet. Again, I am using version 1.0.5.48_1.1.79. I turned off 2.4 ghz on router to force the Surface Pro to go to 5ghz.

Ethernet Down 15.72 Up 3.29 Mbps
2.4 GHz  Down 15.72 Up 3.33
5 GHz     Down 16.02 Up 3.33

Message 132 of 426
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Guide

Re: R7000 2.4ghz not working but 5ghz is fine

After 4 days my 2.4GHz is still working after disabling all guest networks

 

Hardware VersionR7000
 
Firmware VersionV1.0.6.28_1.1.83
 
GUI Language VersionV1.0.6.28_2.1.38.2

2.4Ghz setup:

Channel Auto (3)

Mode: up to 289Mbps

Transmit Power 75%

 

System Up Time 4 days 01:29:28

PortStatusTxPktsRxPktsCollisionsTx B/sRx B/sUp Time
WAN100M/Full49506605235521230113357594 days 01:28:54
LAN11000M/Full21658727486597030110900901:24:11
LAN2Link Down--
LAN31000M/Full01:57:59
LAN4100M/Full00:00:17
2.4G WLAN b/g/n289M259190417755380475924664 days 01:22:05
5G WLAN a/n/ac1300M16135789337740302712364 days 01:22:05

 

Workaround has been stable without any drops or issues observed.

Message 133 of 426
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Guide

Re: R7000 2.4ghz not working but 5ghz is fine

"Your case (# 26400547 ) has been reviewed and updated by a support expert."  Closed by agent because my Router is out of support warranty period Bought in July 2015 and 90 day warranty expired Oct 2015.  As I have it working I won't be paying for support just for this issue.

Message 134 of 426
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NETGEAR Employee

Re: R7000 2.4ghz not working but 5ghz is fine

Two other customers on this thread have provided me with their case numbers, so I am reviewing the case notes for each of these cases to see if this one symptom (2.4 Ghz not working but 5 GHz is fine) appears to be caused by the same underlying issue. Our engineering team has a beta candidate fix currently undergoing testing.

 

If there is anyone who would like to test the beta firmware, please let me know.

 

Thank you again for your patience as we fix this issue.

Message 135 of 426
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Guide

Re: R7000 2.4ghz not working but 5ghz is fine

@JyBravo70 :I had the same issue with the first support case I opened. Just open a new one, referencing the case number of the one which was closed earlier., insisting on the fact that it's probably not a configuration issue.

Message 136 of 426
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Guide

Re: R7000 2.4ghz not working but 5ghz is fine

@Nifer I'ld like to test it.

Message 137 of 426
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Star

Re: R7000 2.4ghz not working but 5ghz is fine

The bets firmware won't install. Fails with error.
Message 138 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

I set up a guest account on my 2.4 ghz and left 5ghz for my home items...I disabled the guest line and mnow none of my devices can connect to the 2.4 band only the 5 ghz one...when i try to connect to the 2.4 i get a time out or authentication problem...just upgraded to 1.0.6.28_1.1.83 today

Message 139 of 426
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NETGEAR Employee

Re: R7000 2.4ghz not working but 5ghz is fine

Kennald, if you send me a PM with your contact information, I'll have one of our support engineers contact you with instructions for how to access the beta software. Thanks for being willing to test!

 

TN77, I'm sorry the beta download failed. Our support engineer just reloaded the firmware and confirmed that he was able to download it. If you have the patience to try again, we'd value your feedback. If not, we understand completely and will advise you once we have released the final firmware.

 

Thank you!

Message 140 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

Ricanvillin - Did the failure occur AFTER you upgraded to 1.0.6.28_1.1.83 or before?

Message 141 of 426
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Star

Re: R7000 2.4ghz not working but 5ghz is fine

The beta firmware DOES NOT INSTALL, from any type of device. Windows shows the filetype as "recovered file fragments" type. 

 

Don't tell me the file will load to the router just fine. It will not. Ever. Please fix all your problems. Even your beta fixes aren't fixes.

Message 142 of 426
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Guru

Re: R7000 2.4ghz not working but 5ghz is fine


@tn77 wrote:

The beta firmware DOES NOT INSTALL, from any type of device. Windows shows the filetype as "recovered file fragments" type. 

 

Don't tell me the file will load to the router just fine. It will not. Ever. Please fix all your problems. Even your beta fixes aren't fixes.


It doesn't matter what type of file Windows thinks it is.  You simply go to the Firmware Update wizard on the router and point it at the file on your computer. Here are the instructions (link).

Message 143 of 426
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Star

Re: R7000 2.4ghz not working but 5ghz is fine

Your response is 100% unhelpful. You somehow focused on the Windows portion of what I was saying, which was just a side note anyway.

 

Bottom line is... I know how to update the firmware. The router rejects the file that NETGEAR says is the fix. Please only respond if you have something constructive to add.

Message 144 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

Bout be a....CAT FIGHT!!!!
Message 145 of 426
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Aspirant

Re: R7000 2.4ghz not working but 5ghz is fine

After update but it worked fine for a bit it wasn't until I turned off the guest line I setup under my 2.4 frequency that none of my device that where connected to it couldn't...even my printer can't connect to the 2.4 frequency any more
Message 146 of 426
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Re: R7000 2.4ghz not working but 5ghz is fine

I have the same problem that devices will not connect to my R7000 at 2.4ghz.  My router is 92 days old since registered and hence support is refused to me.  I will post a report to Amazon where I purchased the router warning about the R7000 reliability and Neatgear lack of support without additional cost.

Message 147 of 426
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Star

Re: R7000 2.4ghz not working but 5ghz is fine

There is nothing support can do anyway. It's a known issue (now) and they are addressing it with a future firmware fix.

Message 148 of 426
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Virtuoso

Re: R7000 2.4ghz not working but 5ghz is fine

If these problems occurred after the 1.0.6.28 update, and a hard reset to factory defaults doesn't help, then your only choice is to downgrade to 1.0.4.28 or 1.0.4.30. Apparently 1.0.6.28 was a total failure for many people. I am completely dumbfounded that Netgear wasn't more clear about the need for a factory reset to defaults, and that they didn't pull this update when the problem reports started rolling in.

I am more flabbergasted that they could not release firmware that required hard resets to avoid problems.

Message 149 of 426
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NETGEAR Employee

Re: R7000 2.4ghz not working but 5ghz is fine

Tn77, I'm very sorry to hear about the difficulty downloading the beta firmware. I'll let you know when we have released firmware available.

 

Many thanks to all for your feedback. We have another couple of volunteers who have kindly agreed to look at our beta firmware. We hope to confirm we have a fix soon and release the final firmware to all.

 

Again, thanks for your patience with this issue.

Message 150 of 426
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