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Tutor

Orib RBK40 Unresponsive, Reset not working

Hi

 

I recently had to unplug my Orbi router and satellite. When I plugged my Router back in, I noticed that the LED on top was not flashing at all and that it seemed to not see my ISP's modem/internet connection. There was no wifi signal either (SSID did not appear on wireless devices).

 

I then tried to perform a hard reset, following the standard procedure, but the power LED just stays solid green, it does not kick over to amber, indicating a reset. I have also tried the 30-30-30 method to reset, which did not work.

 

When I plug my laptop directly into the router, using an IP that should be on the same subnet as the router, my laptop's ethernet port shows it is "disconnected". I cannot connect to the router to try a TFTP firmware upload to try and work around this issue. 

 

As far as I can tell, the router is completely bricked. I was surprised to see I had to pay for support access, but coughed up the money. After being on hold for 45 minutes, the lady told me I had the "wrong concern group" and that she doesn't support ORBI routers. She put me on hold saying she would transfer me to someone who could help. That was over an hour ago, and I am still on hold with no indication of what is happening (if anything).

 

I really need some help Netgear - this is pretty bad customer support.

Model: RBK40| Orbi AC2200 WiFi System
Message 1 of 11

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Tutor

Re: Orib RBK40 Unresponsive, Reset not working

Just to close this out - I was eventually able to get Netgear support on the phone and initiated the RMA process - the router is a brick, as suspected.

 

View solution in original post

Message 8 of 11

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Guru

Re: Orib RBK40 Unresponsive, Reset not working

Are you holding the reset button in until the top LED on the router turns from white to amber or yellowish color?

the 30-30-30 isn't supported on NG routers anymore I believe...

 

Try this?

https://community.netgear.com/t5/Nighthawk-WiFi-Routers/SOLVED-Steps-for-debrick-unresponsive-R7000-...


Besure to use the Windows built in TFTP program, not the one suggested by NG. It's doesn't work.

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.15.32(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
Message 2 of 11
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Tutor

Re: Orib RBK40 Unresponsive, Reset not working

Thanks for you reply

 

My original post mentions I did try a regular reset first, and it does not work, the light stays green as mentioned. I am certainly making contact with the reset button as I can feel it click down.

 

At no time does the LED on the top of the unit come on.


Your link details the TFTP procedure to try and upload new firmware. When I plug into any LAN port on the Orbi, the connection is not recognized (i.e. the laptop which is connected to the LAN port shows its eternet port as "disconnected") It is impossible to TFTP to the device.

Message 3 of 11
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Guru

Re: Orib RBK40 Unresponsive, Reset not working

If the top LED isn't coming on amber or any color, I believe the unit is bad.

You'll need to make contact with NG support and check on a RMA.

 

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.15.32(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
Message 4 of 11
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Tutor

Re: Orib RBK40 Unresponsive, Reset not working

Thanks for your reply - I agree. I am having trouble actually talking to someone at Netgear, as mentioned in my original post. I spent almost 2 hours mostly on hold this morning. Is there a specific number for Orbi support? Details of my experience are in my original post.

Message 5 of 11
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Guru

Re: Orib RBK40 Unresponsive, Reset not working

Lets try a forum moderator.

@DarrenM


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.15.32(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
Message 6 of 11
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NETGEAR Moderator

Re: Orib RBK40 Unresponsive, Reset not working

Saltin I have sent you a PM.

 

DarrenM

Message 7 of 11
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Tutor

Re: Orib RBK40 Unresponsive, Reset not working

Just to close this out - I was eventually able to get Netgear support on the phone and initiated the RMA process - the router is a brick, as suspected.

 

View solution in original post

Message 8 of 11
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Guru

Re: Orib RBK40 Unresponsive, Reset not working

Hope the the RMA works for you. Let us know how it goes.

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.15.32(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
Message 9 of 11
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Tutor

Re: Orib RBK40 Unresponsive, Reset not working

RMA complete and issue is fixed -the unit I recieved works fine.

Message 10 of 11
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Guru

Re: Orib RBK40 Unresponsive, Reset not working

Glad the new units works. Enjoy.

Smiley Wink

 


My Setup (Cable 900Mbps/50Mbps)>CAX80>RBK853 v3.1.15.32(Router Mode)
Additional NG HW: C7800/CM1100/CM1200, Orbi CBK40, RBK50, R7800, R7960P,
EX7500/EX7700, XR450 and WNHDE111
Message 11 of 11