Dead Nighthawk RAX35 - Support Ticket Open, Netgear Unresponsive

[jtlynn23]

I have a RAX35 router that will not broadcast at all.  I get a power light and nothing else.

I opened a service ticket with Netgear Support at www.support.netgear.com.  I got a quick response from an agent with troubleshooting tips (including hard resets, etc etc), none of which worked.

I updated my ticket several times over the past week, asking for Netgear's recommendations and/or a replacement for my hardware and I have heard nothing.

Is anyone at Netgear support following up on tickets?

[plemans · Accepted solution]

have you tried recovery via tftp?

are you on windows? if so, follow this guide

https://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP

just make sure you enable tftp 

https://www.thewindowsclub.com/enable-tftp-windows-10

and here's a video walk through. 

https://www.youtube.com/watch?v=R9DLrLQrpaw

and if that doesn't work, you can try using nmrpflash

https://github.com/jclehner/nmrpflash

another thing to check into is many don't use the proper netgear support. They google and get the wrong site/scam site. 

click mynetgear at the top. register an account and the device. From there you contact support. 

If that's what you did, maybe a moderator can help. @Christian_R   @olympos1625 

[plemans · Accepted solution]

have you tried recovery via tftp?

are you on windows? if so, follow this guide

https://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP

just make sure you enable tftp 

https://www.thewindowsclub.com/enable-tftp-windows-10

and here's a video walk through. 

https://www.youtube.com/watch?v=R9DLrLQrpaw

and if that doesn't work, you can try using nmrpflash

https://github.com/jclehner/nmrpflash

another thing to check into is many don't use the proper netgear support. They google and get the wrong site/scam site. 

click mynetgear at the top. register an account and the device. From there you contact support. 

If that's what you did, maybe a moderator can help. @Christian_R   @olympos1625 

[jtlynn23]

Thanks.

My expectation is that a Netgear agent will respond to the ticket that I opened specifically to address this problem.

I have an open ticket and I am simply waiting for someone in Netgear support to do their job.

[plemans]

---

@jtlynn23 wrote:

Thanks.

My expectation is that a Netgear agent will respond to the ticket that I opened specifically to address this problem.

I have an open ticket and I am simply waiting for someone in Netgear support to do their job.

---

And they might. Or it might take a while since they're so backed up. Or it might be never if you didn't go through the proper support channels. 

Not out a whole lot to try fixing it while you wait. 

Plus this is the community forums. There are a couple moderators on here but its for the whole site so they're even more backed up than support is. 

[jtlynn23]

First of all, I want to send my appreciation to @plemans for the recommendation to refresh the firmware on the router-- that did the trick and the router is once again working.

As you may have read from my original posting, I was frustrated at the lack of response from Netgear's "proper channels."  I had registered the product and followed the instructions to open a support ticket.  The issue is that I received a quick response with recommended troubleshooting (none of which worked) and then Netgear Support ghosted for a week.

Glad this support community is here, and thanks again!

[plemans]

@jtlynn23 Glad to hear you got it working!

the community forum sometimes (many) faster than support becaues of all the covid stuff going on. If you have further issues, let us know and we're happy to help!