Orbi RBK 753 - one satellite not syncing - need help!

[VPorbi]

Hello,

After working for almost a year, one of the satellite of my Orbi RBK 753 mesh is not working/syncing. It was solid magenta this morning and I have done the following:

1. Power reboot

2. Pressing the sync buttons on Router and Satellite bringing them close

3. Factory reset satellite and repeat step 2 above

4. Factory reset satellite and use app to add a satellite after removing the satellite from app

It is still not syncing, just blinking white, did anyone had such issue? Any help will be greatly appreciated.

 Thanks 

[plemans]

have you tried hardwiring it into the router and syncing it that route? 

[VPorbi]

No…can you describe the setup and process to do it? Thanks 

[plemans]

Connect an ethernet wire from the router to the satellite. 

then try to run the sync satellite process. 

You can move the satellite to where the router is for ease/shorter wire

[VPorbi]

Ok … just to confirm… connect the LAN port of Satellite to LAN port of Router and then press the sync buttons on each, right?

[VPorbi]

Tried it as described above…did not work…still flashing white…have done multiple factory resets, tried syncing through app on iPhone, pc and pressing sync button on satellite and router …nothing works…don’t know what else to do???

[plemans]

How old is it? 

[VPorbi]

Just about 1 year…bought it in early May 2021…

[Streak2]

Sometimes it can take up to 30 minutes for things to settle down. After trying to sync, or just restarting the satellite have you tried just ignoring it for up to an hour to see if things stabilize? 

[plemans]

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@VPorbi wrote:

Just about 1 year…bought it in early May 2021…

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You might still be within your warranty period if nothing is getting it working/syncing. 

To get a hold of support. Click on "MyNetgear" at the top.
Register an account (or login) and then the device.
From there you can start the support process. 

https://kb.netgear.com/1162/How-can-I-get-a-Return-Material-Authorization

[VPorbi]

Appreciate your suggestion…I bought it from Amazon, sold by a company called DealParade so I cannot start RMA on Netgear.com…gonna try with Amazon/DealParade but time is tight as my  purchase date if 30 Apr 2021 and Installed/Netgear website Warranty registration date is 3 May 2021… hope I can figure out a way to get my defective Orbi satellite replaced…thanks!

[VPorbi]

Amazon and dealer says contact Netgear directly after 30 days for hardware warranty which is for one year, hence will have to work with Netgear support for replacement hardware/satellite.

 Thanks for your help, suggestions.

[plemans]

You can try contacting them. 

If its not going well, you can try recovering it with tftp or nmrpflash.
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 using a tftp client. Use the built in one for windows 10 though. the video is more of an example of how its done.
https://www.youtube.com/watch?v=R9DLrLQrpaw

and if that doesn't work, you can try using nmrpflash
https://github.com/jclehner/nmrpflash

[VPorbi]

I contacted Netgear but they will not replace the defective satellite and honor its 1 year hardware warranty as it was sold on Amazon by a vendor who is not an authorized reseller. I can’t believe this…Netgear expects customers to check, review it’s authorized resellers list (don’t know where to find that…may be on its website somewhere) before buying on Amazon…incredible…learned the hard way!

Thanks 

[plemans]

If you bought it though the amazon marketplace and not direct from amazon, then its from a 3rd party seller. 

I haven't found a company yet that will honor a warranty when bought from a 3rd party. It'd be like buying it off ebay from someone. 

[VPorbi]

It was sold by Big Deal Savings on Amazon.com…I checked the vendor reputation which was good…they have 30 days returns policy after which they suggest to work with Netgear…sounded legit…just didn’t realized the 1 year warranty aspect…one learns new things every day…this was one of them…thank you for for all your feedback!

[plemans]

did you try using tftp or nmrpflash? 

[VPorbi]

Yes tried to manually update the FW with tftp but no luck…

1) power led does not light orange and flash as mentioned in step 9 of 12

2) made the power led flash orange with factory reset button and then did step 10 but get error msg “not recognizeable internal or external command” 

I am going to give up on this Orbi 750 satellite…lot of time wasted and no support from Netgear.

 Thanks