NR7101 Module Firmware Upgrade Fail

Bob_C said:

Hi Magaggie, 

Could you please contact Zyxel support team?
This case might need some remote troubleshooting sessions, and I think it'd be better to handle this case by ticket.
Please provide the NR7101's serial number while reporting the issue to the support team.
Contact Support | Zyxel Networks
You may refer to the System Info card (on the Home page) for the serial number.





Regards, 

Bob

Hi Bob,

I actually tried doing this, but when I entered the modem SN, I was told that the device had been purchased through a provider (guessing telephone / internet company) and that I should contact them for support.

Unfortunately for me, I purchased the modem new (unused) but second-hand, through a website like craigslist (second-hand stuff) from a private individual, so in this case I don't really have anywhere else to turn to for help.

Dilvish said:

I have exactly the same problem than you, tried what you tried, lost hours of time. And when I try to contact the ZYXEL support, it says (as for you) that the product was buyed through a provider ! It is FALSE as I've bought it through the ZYXEL shop on AMAZON (I have the invoice to proove it !).

So what strange game is ZYXEL playing here ?

That sounds strange indeed - and I can imagine that it's hard to get through to support about this matter as the support request will start with them asking for a product SN. Effectively a catch-22 paradox, unless you can reach them through some other channel (Facebook / Phone) to try to get some help.

If you get through and figure out how to upgrade the module, please let me know.

SELBERG said:

I bought my from a German seller @ eBay. Zyxel said i must contact the provider i bought it from, does not matter i explained that's not possible........

This kind of "put-it-on-the-store" policy would make sense if they've delegated primary repairs and support to certified vendors as some companies do, and if the vendor was also responsible for doing the setup. If the product in question was a bike with a loose pedal, that had to be fixed by a shop, it would makes sense to not write directly to the producer.

But for cases such as this, where the consumer is directly responsible for the device setup, that kind of policy really doesn't make sense, as the vendor will just be able to recommend the same basic steps already covered in this forum / post, and then escalate the issue, acting as a delaying middle-man in the troubleshooting process.

This is effectively cutting off consumer support.

tonygibbs16 said:

I hear your frustration. I am a user also.

Does the upgrade document available at https://www.dropbox.com/s/1bac0bz4anml5jx/How to Update Cellular Module Firmware Via WebGUI.PDF?dl=0 from https://support.zyxel.eu/hc/en-us/articles/4403365084818-5G-Devices-Advanced-Downloads-Firmwares-and-other-resources- help at all?

Kind regards Tony 

Hi Tony,

Thank you for the input, I had not seen the first document before, whereas I used a shorter version ( https://support.zyxel.eu/hc/en-us/articles/4403365084818 ) of the second link you sent to find all the modem firmware and module firmware upgrade files that I used.

Having looked through the document, unfortunately it does not seem to provide additional info on the procedure, just a quick rundown of how to perform the module upgrade (interestingly, it does not mention anything about removing the sim-card during upgrade).