NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

rbird2's avatar
rbird2
Luminary
Oct 10, 2017
Solved

R7800 firmware update 1.0.2.36 broke Network Drive - unable to make backups.

Well I unfortunately upgraded to the "Netgear R7800-V1.0.2.36" firmware and found it broke Readyshare with my WD 1TB eSATA drive connected to my R7800. Using Macrium Reflect I was unable to make a ba...
Firmware
rbird2's avatar
rbird2
Luminary
Oct 13, 2017

ElaneM,

 

No, I do not have a case number. You are the first person from Netgear that has responded to our posts on this problem.

 

I thought that was what this forum was for (reporting problems) since the only other options I saw on the Netgear website was complimentary technical support for NETGEAR products for 90 days from the original date of purchase (I am over 90 days) or the GearHead Premium Technical Support, starting at $49.95 (too much for my budget).

 

If there is another way, it is not clear or easy to find on the Netgear website.

 

Rodger

michaelkenward's avatar
michaelkenward
Guru
Oct 14, 2017
rbird2 wrote:

I thought that was what this forum was for (reporting problems)

 

Not really. At least, not if the idea is to get those reports into the hands of the technical team at Netgear.

 

This place is mostly user-to-user, with some input from a small band of overworked Netgear employees.  Most of the responses here are from fellow users who have time on their hands and don't mind offering a bit of unpaid, and mostly polite, advice.

 

It can be quicker to start here and you may even get better advice, if you read the reports here of contact with paid support.

  • rbird2's avatar
    rbird2
    Luminary
    Oct 14, 2017

    We as consumers did not create this problem, Netgear software did, we just want it fixed ASAP.

     

    Expecting a customer to pay to report Netgear’s firmware bugs is not a reasonable way for Netgear (or any company) to treat it’s customers.

     

    In this economic climate everyone is overworked. All companies are now expecting more from their employees than before. Companies like Netgear need to think and work smarter than their competition or they will quickly loose market share.

     

    There needs to be a better way to directly report firmware bugs back to Netgear. Random monitoring of this forum by Netgear employees is not a very efficient use of their time and puts another layer between us and the people who write the software.

     

    Also, since there is no direct status or feedback, customers are left wondering if/when the software bug will ever get fixed. A web based firmware bug tracking system would be a much more efficient system and provide customers the bug status that we all need.

     

  • rbird2's avatar
    rbird2
    Luminary
    Oct 15, 2017

    Yesterday I was provided a Netgear support case number for this bug via a email asking to set up a time for a Netgear L2 Support Expert to call me.

     

    This morning we discussed the network drive file size problem with firmware update 1.0.2.36. He asked me to provide some additional screen shots (with firmware update 1.0.2.36 installed) and copy of my Router settings which I uploaded to Netgear support.

     

    I have to admit that I'm impressed that I got a email from Netgear support on a Saturday night and a call from Netgear support on Sunday morning. Looks like Netgear is trying to provide 24/7 service to their customers.

     

    All we can do is now wait. Hopefully Netgear now has all the information they need to fix this bug and will get us a new firmware update ASAP.

  • JakeG's avatar
    JakeG
    Aspirant
    Oct 15, 2017

    Thanks to all of you that are confirming this issue with the R7800 v1.0.2.36 firmware. I have 2 external USB drives (Seagate Expansion 1TB, and WD EasyStore 4TB) connected to my R7800 and I thought I was crazy when I looked at the file properties of one of my backup files... it was "-" negative.

    I called Netgear tech support and gave them all of my info and observations. And I told (Melvin) that rolling the firmware back to the prior version wasn't a good option because of the security vulnerability... so I/we all have to live without backups until Netgear fixes this problem. The Netgear rep put me on hold to talk to one of the community moderators to find out if they had a fix yet and they said no they didn't have one yet. They said they would leave my case open and call me back in a week to provide me an update.

    PLEASE EXPEDITE A NEW FIRMWARE FIX FOR THE NETGEAR R7800! Thank you :)