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Re: R8000p can't update firmware

Re: R8000p can't update firmware

I suggest you read my posts in this thread. There is NO way to get past this firmware. The ONLY solution is the get Netgear to replace with a router on a different firmware to this one. Then you can skip past it. DO NOT take any guff about buying a support contract. I didn't. Just stick to your guns insisting that that is a general fault with the model and NOT just your router. It's shocking that people still have to fight to get a replacement. It's a known fault and Netgear know all about it.
Message 151 of 192
ServiceGear
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Re: R8000P can't update firmware

I have had the same problem described in this thread but now my problem is solved. Here's the story.

I had the same problems that I read about in this community forum. I tried to use the phone app to update the firmware. The app says the update was successful, but the firmware was not updated. I searched for and tried different methods to update the firmware and still was not able to update to the latest version. Then ... I got an email from Netgear that said, "Important Security Firmware Update from NETGEAR". I followed all the instructions to update the firmware and it did not work. I sent an email to Netgear Tech Support (techsupport.security@netgear.com) and no reply/result. I consider it a serious problem when there are (1) known security vulnerabilities in a product, (2) known fixes for that vulnerability, and (3) known problems installing the fixes that the manufacturer does not address.

I also sent an email to the Netgear Team (netgearteam@netgear.com). To their credit, they called me on the phone and began addressing my problem. But before we got to a solution, I was told that I would have to PAY FOR SUPPORT before Netgear could continue helping me. I said, "No". Then I sent another email to the Netgear Team saying I was not going to "pay a ransom" to have Netgear help me with a defect in their router. Netgear support then contacted me, helped me trouble-shoot the problem (including an unsuccessful attempt at TFTP to the router) and then decided to replace my router. The person I spoke to was professional, courteous, patient, and helpful. Netgear sent me a "new" router, but it was actually a certified refurbished router. So far (after 1 week) the refurb router is working well. But, I told Netgear that I paid full price for a new router and they replaced the defective one with a "used" router. I asked for some concessions, like, refund me the difference in cost, or give me a credit toward a future Netgear purchase, but they refused. I noticed that the warranty on my "new" refurb router was still the warranty period for my old, defective router and asked Netgear to reset the warranty to a full 1-year warranty on the refurb and to please give me 90 days of phone support like they do for a new purchase. Again, they said no. I think this is poor customer service. NOTE that, the Netgear warranty information basically says that, if you return a product to them to be repaired and they cannot repair it, that they can send you a refurb replacement. So, this policy is in writing and I "agreed" to it. In the end, I made enough noise to get a response. The people who helped me were nice, the product was below par, and the customer support needs improvement. I cannot say that I can recommend Netgear products, mostly because of how the customer service worked out.

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 152 of 192
wamonite
Guide

Re: R8000P can't update firmware

We contacted Amazon UK who said we'd need to go via Netgear support. After many unhelpful calls, being left on hold, dropped calls, demands for support payments (which we refused), we went back to Amazon who eventually sent a replacement. Thankfully that had the v1.4.1.42 firmware on it which we manually upgraded to 1.4.1.68. Restored the settings backed up from the stuck one, and we're fixed. At least have a working upgradeable router until the Armour subscription runs out. Will not be buying Netgear again after this experience.

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 153 of 192
Kreindal
Initiate

Re: R8000P can't update firmware

I'm also having this issue. I've tried updating automatically. DIDN'T WORK. I've tried updating manually. DIDN'T WORK. I've hard-reset my Router to see if that would do anything. DIDN'T WORK. I've literally tried all the tips/tricks that everyone has mentioned in this damn thread and non of it works. 

 

Went to check support only to realize you have to pay for it. Mine just expired. (Still have Warranty though) 

 

I've been having issues with my interent going out and I've called my interent provider and they said there is nothing going on there end and that it could be the router that is causing my connection to my interent to stutter and go in and out. (I'm having this issue about 4x a day and usually its down for 15-20 minutes.) Was recommended by Spectrum Support to reach out to Netgear as they can force an update on there end to my router as long as I have a connection. (Not going to pay for some support when it should be offered freely for customers who use there router.) So unprofessional and such a moneygrab. Went to the solved question and it's recommending I buy a new router.. What a joke. 

 

Router was working beautiful for the 90 day's I've had it but now its taking a **bleep**. 

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 154 of 192
JacobyCarter
Tutor

Re: R8000P can't update firmware

I was having issues with my Nighthawk routers security.  We were getting DoS attacks and unknown devices with MAC addresses not matching the ones from our devices were showing up in the log.  I tried multiple times and with multiple approaches to update my firmware from 1.4.1.50 to the most recent version 1.4.1.68. Nothing works.  Then I went on line and started reading these threads and realized that this was a known problem since August 2020 and puchaces the router in October 2020. I had set it up for automatic updates and trusted that was working.  Now I realize there is no 'fix' for ths problem.  I've been using netgear routers for over 10 years. The user support seems to have been pricy and bad.  If they have a long standing (4+ months) known problem, when a person calls about it, even after the 90 tech support window, they should help you fix it.  But instead it seems they want you to purchase additional tech support. That sounds like a scam.  After reading the problems others have had I'm moving on. I'll look around and see what is available.  Too bad too.  I have found their software easy to use.  But if I can't update my firmware, and the company won't help their customers, then it's time to move on.

 

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 155 of 192
thomaswanderson
Initiate

Re: R8000p can't update firmware

I just called, it is a known issue for that firmware number. They're sending me a replacement for those that haven't had this happen yet. 

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 156 of 192
Joe746
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Re: R8000p can't update firmware

The RMA process is a joke, but the joke's on me.

 

I call today with the same issue as the OP, and I pay $50 for the privilege of speaking with someone (which will hopefully be refunded).  I'm on the phone for 2.5 hours, before they finally acknowledge that the router is defective.  Only then do I learn that I HAVE TO PAY MONEY TO GET MY DEFECTIVE ROUTER REPLACED UNDER WARRANTY! I was furious. That kind of defeats the whole idea of a warranty.

 

Warranty Return Policy | Answer | NETGEAR Support

 

(Note: For their "Swap Exchange" option, it is not clear to me whether I would pay the shipping cost to return the defective product.  I suspect I do.  In any case, that option is worthless to me, since I can't do without a router for about ten days. I would have to buy another router, which is what I'll be doing anyways.)

 

Save your time and your stress level and don't even bother.  Just consider this a lesson learned and don't buy anymore Netgear products.

 

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 157 of 192
WeisJ
Initiate

Re: R8000p can't update firmware

I concur with Joe746's experience. I contacted Netgear support today, after hearing that they were replacing the routers with the stuck firmware. Since it's been 6 months since my purchase, the Netgear "Welcome Center" agent took my information, but was unable to forward it to a "senior support specialist" without upgrading my support contract. Since the "senior support specialists" are the only ones that can authorize the exchange (after troubleshooting), the process couldn't move forward without upgrading the contract, so I abandoned.

 

What use is a one-year warranty, if you are required to pay to use it after 90 days? I really like Netgear products, and have used them pretty much exclusively in the past, but based on their current support policies, I will be replacing my X6S with something else, likely an ASUS or TP-Link model.

 

However, the Welcome Center agent sent me a follow-up email with Knowledge Base links, including one that suggested that upgrading to the latest firmware might resolve my issue...

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 158 of 192
jpiacente
Tutor

Re: R8000p can't update firmware

I have gone through all the KB articles to try and manually upgrade my firmware. It will not upgrade past V1.4.1.50_1.3.10 no matter what I try. I actually had a case open and they refused(!) to send me an RMA. This was the worst customer service I ever saw.

 

A simple RMA and I would be singing their praises and a customer for life.

 

Now I will never buy another Netgear product and everytime I get asked for a recommendation (which I get a lot as I am a Network Engineer) for home device, I will say NEVER get a Netgear.

 

Message 159 of 192
tkalaf
Tutor

Re: R8000p can't update firmware

Ok, so I'll join along. Bought my R8000P in June 2020. Have same issue everyone else has, router is stuck on Firmware v1.4.1.50_1.3.10. Filled out a complaint and given a Case#. Called customer and passed up to 2nd level with a new Case#. Second level told me I would get a call back from tech-support. Call never came back. Now after reading months of complaints on this thread, I feel I have need to report this to my employer ...

 

I have a 1 year hardware warranty. (firmware is hardware). I work from home. The company is international (huge). With VPN access into their networks, etc. I feel they should be made aware this issue. They should also be aware that Netgear is not fixing this issue with customers.

 

With so many employees working from home these days, I believe the company's IS dept. would want to know about this network security issue that many of its' employees have. Not a threat, just due dillegence and looking out for my employer. As for me personally, I will most likely write-off Netgear and purchase a new router from another manufacture.

 

Message 160 of 192
Artietude
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Re: R8000p can't update firmware

Just chiming in on this.  I did everything without engaging tech support.  Updating via phone, via auto update, manually applying update and even doing a factory reset then doing all of those again.  Still no joy.

 

Called Tech Support explained the issue.  Pointed out the community forum.  No problem - we'll do an RMA.  Just got my paperwork and should have my new UPDATABLE router in a couple of days.

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 161 of 192
WeisJ
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Re: R8000p can't update firmware

@Artietude - Were you still inside your initial 90-day free support window?  When I called, the "Welcome Center" wouldn't even let me speak to a support agent without purchasing an additional support contract, since I was outside the initial 90 days of included support. (I'm in the 3-6 month range.)

Message 162 of 192
vinceroebuck
Apprentice

Re: R8000p can't update firmware

Keep us posted!
Message 163 of 192
Artietude
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Re: R8000p can't update firmware


@WeisJ wrote:

@Artietude - Were you still inside your initial 90-day free support window?  When I called, the "Welcome Center" wouldn't even let me speak to a support agent without purchasing an additional support contract, since I was outside the initial 90 days of included support. (I'm in the 3-6 month range.)


That's the crazy thing - I'm not.  In fact I purchased this last June (2020) and I was fully expecting to have to pay for a 1-time incident.  I was ready to do that (based on other's experience), but did not have to.  In fact I spent less than 30 minutes on the phone with them.  I was granted the RMA and did the followup online with providing a pic of my serial number.  Used the cross-ship method (so I won't be down without a router) and paid $20 for the shipping costs.

 

It appears that it's all good since I just got an e-mail from Fedex stating it should be here by Apr 10.

Message 164 of 192
ServiceGear
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Re: R8000p can't update firmware

I think there have been multiple posts (including mine at ‎2021-02-07 12:01 PM)  from people who have NOT had to pay for an additional 90 days of support and who HAVE been given an RMA and have been able to return the defective router after having received the replacement router. Sometimes I wonder if getting this resolved depends on who you get on the phone. As I recommended in my post, I suggest sending an email (multiple emails if necessary) to the Netgear Team (netgearteam@netgear.com). I was still not 100% satisfied with Netgear Customer Support (because I was given a refurb router and they would not give me a 1-year warranty on the replacement router), but I have been up and running with updated firmware for almost two months. 

Message 165 of 192
tkalaf
Tutor

Re: R8000p can't update firmware

Message #160 update:

NETGEAR tech. support reached out on my stuck firmware issue. It was mentioned it may be a 'lot' issue with this router. With this in mind, tech. support asked me to step through a manual upgrade sequence to new firmware using a command line tftp. I had my hopes up that this would work, but it failed. The tech. said that it had worked for some routers. Tech. support was nice. She issued a RMA and I received a refurbished router yesterday.

 

With this refurb, I am able to connect & program the router from webpage and Nighthawk app. However, router will not connect to the Internet. So I sent word back to tech. support of this new issue. Until then, I am back using my current router as I require Work-From-Home internet access. The saga continues ...

 

Message 166 of 192
tkalaf
Tutor

Re: R8000p can't update firmware

An update to Message 160:  NETGEAR tech support contacted me and scheduled a call. On this 1st call, the tech. coached me through a manual attempt to upgrade my R8000P firmware using tftp. This attempt failed. The tech. then authorized a RMA and sent a refurbished unit.  The refurb. unit came in a few days. I swapped it with the original yet found it would not connect to the Internet. I sent word back to NETGEAR of the situation. The following day, NETGEAR reached back to me to set up a 2nd call for assistance with this refurb. router.

 

On this 2nd call, the no internet issue was confirmed. After a few trouble-shooting steps we were able to connect to the internet. In brief, a (spoof) of the MAC address and then a complete powerr down and re-power sequence on the modem and next router. (The equiptment was powered off for > 2 mins. The router was powered up after the modem had fully come up.)  Now connected to the internet, the router was at a version later than the stuck version in my original router yet not the latest version available. So in the last step, we were successful in the download and install of the latest NETGEAR firmware. Yeah, confidence restored!!  (:  I will be sending via RMA my original router back today.

 

I wish to thank the NETGEAR tech. support team for their time and assistance.

Thank you kindly Kate (1st call) and Eahl (2nd call),  -TerryK.

Message 167 of 192
vinceroebuck
Apprentice

Re: R8000p can't update firmware

Glad to hear they resolved your problem! Thanks for the update.
Message 168 of 192
DocSav
Tutor

Re: R8000p can't update firmware


@shadowsports wrote:

Greetings,

Its a bad firmware update, nothing more.  I'm sure a new version will be released. 1.4.1.50 is stable.  You'll get an update, just have a little patience.   


I am afraid you are wrong: It is April 18th, 2021 and the new firmware is 1.4.1.68 and it is no good. I still show the 1.4.1.50 as my firmware after updating it 3 times. It also continues to show that there is an new firmware upgrade available after upgrading 3 times. I am starting to agree with other users, this company produces junk. this is the 4th router I have purchased and they all have issues.

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 169 of 192
JohnnyVegas
Tutor

Re: R8000p can't update firmware

Finally got an RMA approved after 4 months of back and forth from netgear. They sent a new refurbished unit and it updated to latest perfectly.

My wifi speeds are dramatically better now! 3 floors away I used to get 360m/b through 5GHz now easy over 500m/bs same location 1gb service.

This is how this router should have preformed from the beginning. If you can’t update you are missing out on the full use of this router...

There is zero fix for the stuck firmware. Zero. The updates after are needed. You are running a useless router at the .50 firmware. Get it replaced.
Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 170 of 192
DocSav
Tutor

Re: R8000p can't update firmware

Thanks for the info. I will try that route.

Message 171 of 192
Sparker5016
Tutor

Re: R8000p can't update firmware

It's the same old, same old.  Still can't update.  Netgear tried to tell me my router was out of warranty, unfortunately I had the print out of the extended warranty.  This problem is all over the internet, it's nothing new.  Tried everything, factory reset, manual update, automatic update...  nothing works.  

Model: R8000P|Nighthawk X6S AC4000 Tri Band WiFi Router
Message 172 of 192
Randomlag
Initiate

Re: R8000p can't update firmware

Well I just wasted my afternoon before reading this. Not being able to update is a sad comment for Netgear. I also misconfigured an older R7000 to make it a repeater for the R7960-ids as R8000 and that is now a brick since I can no longer access. Button Reset for sure does not reset to "factory" settings, I obviously set some option wrong, but it would have been nice to be able to FIX my mistake.

I was thinking about their new mesh wifi 6 but these debacles are making me change my mind. Don't they read these post?

Message 173 of 192
Sparker5016
Tutor

Re: R8000p can't update firmware

After threatening to file a complaint with my office of Consumer Protection in my state they finally sent me a refurbished router which seems to be working ok.  However in the future I think I will consider other options for my router needs.  It's a shame because this problem is all over the web, it's a known problem.  They were doing everything in their power not to honor the warranty.  It took days of case updates.  I'm glad I took out the extended warranty.  Good luck to you !!  

Message 174 of 192
vinceroebuck
Apprentice

Re: R8000p can't update firmware

Sorry to hear that. Don't think anyone at netgear reads these posts. I gave up on my r-8000 a while back. Still use my r7000 with a tplink c-4000 ..don't think i will ever purchase another netgear product and i sure as hell Don't recommend them...
Message 175 of 192
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