Firmware Update has broken my device, support wants to charge me to fix it

Question

We had to reconnect the extender to our Wifi because for some reason AT&T changed the broadcast on our modem. We were able to get it done after resetting to the factory settings and starting over. The app directed me and we followed the steps explicitly, including taking the Firmware Update included in the steps.

Since then the extender will not successfully power up. The power light just flashes on and off green. No other lights. The "support" person tried to sell me a support contract to fix this issue that has been created by their firmware update. Claiming he/she (I could not discern) heard and understood the issue, sent me KB article telling me to do that which had broken my extender.

Does anyone have any suggestion on solution to fix because it is useless to me in the current state.

Thank you,

Sherry

plemans · Answer

SherryGPSI&nbsp;wrote:&nbsp;VERY VERY DISAPPOINTED not that you would care.&nbsp;&nbsp;You realize this is the public support forum where members of the public help out for free? We're not paid for this.&nbsp;So if we didn't care, we wouldn't be on here trying to help.&nbsp;But if it makes you feel better, then whatever makes you happy.&nbsp;Good luck with your future devices.&nbsp;&nbsp;(if you watch the instructional video, its pretty easy to do)&nbsp;

michaelkenward · Answer

Always depressing when someone describes a support person as an "imbecile". I always find that treating them like human being has a much better chance of them treating me&nbsp; sympathetically. Even using that&nbsp;language in places like this will colour the replies that the unpaid volunteers provide.
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plemans · Answer

You might have corrupted the firmware.&nbsp;You can try factory resetting it.&nbsp;When you reset, you push and hold reset for 7-15 seconds.If that doesn't help, you&nbsp; might have a corrupt firmware issue.&nbsp;&nbsp;You can try recoving it with tftp or nmrpflash.&nbsp;&nbsp;are you on windows? if so, follow this guidehttps://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP&nbsp;just make sure you enable tftp&nbsp;https://www.thewindowsclub.com/enable-tftp-windows-10&nbsp;and here's a video walk through using a tftp client. Use the built in one for windows 10 though. the video is more of an example of how its done.&nbsp;https://www.youtube.com/watch?v=R9DLrLQrpaw&nbsp;and if that doesn't work, you can try using nmrpflashhttps://github.com/jclehner/nmrpflash

SherryGPSI · Answer

I'm a little confused by your reply because I did perform a factory reset, reconfigured the wifi following the APP for Nighthawk on my tablet and the APP went through the Firmware Update steps. So by sitting here following the Nighthawk app you say I'VE corrupted the firmware? Please let me know how that could have occurred. The app indicated when finished that every thing was complete and that a reboot of the device would be automatically accomplished. Following the reboot it has entered its current power light flashing situation. It has never come back on. So please let me know how I have corrupted the firmware by following the app directions and just selecting NEXT, NEXT, NEXT as it went through its machinations?

Given that scenario, you are suggesting that I go thru it all again starting from scratch with another factory reset??

;':

plemans · Answer

If you read in the forums, we usually recommend on here to avoid using the app or wireless to update router/extenders. Reason why is when we see corrupt firmware issues, it tends to be when people use the app or over wireless.

If a factory reset gets you back to the power light solid and it booting, then great. Simply reinstall it.

If it doesn't, then try the next steps.

Forum Discussion

Firmware Update has broken my device, support wants to charge me to fix it

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