Unable to connect to one satellite

I got a ticket opened with Netgear support but they have not been very helpful. Even though i have mentioned quite a few times that the Orbi system is set up with wired Ethernet backhaul, i was asked to confirm again in the second response that my system was set up with wired backhaul! Also, how many times do i need to tell support the length of the wire between the router and the problematic satellite? 

I have repeatedly asked Netgear support if there was a way to run the Orbi system in debug log so that it could collect useful information on why the 1st floor satellite would become unresponsive after a while (and remains that way). When the satellite becomes unresponsive, as it is now, even though the Orbi web admin Attached Devices page still indicate the "backhaul status" as "good", these are the symtoms:

• I can't ping the IP address of the satellite (the other satellite is fine).
• Devices are not able to acquire IP address from the satellite (if i move to other floors, i have no problem connecting to the WiFi network) and therefore unable to connect to the WiFi network.
• The Netgear Orbi iOS app does not show the "bad" satellite so only the router and the other functioning satellite show up.

Has anyone else in the community experienced this issue?