Router stuck on loading screen.
-
During an update a couple weeks ago my router turned off. Now when I restart it it just sits on the Amplifi loading screen forever. Tried the reset button on the bottom, it did nothing. I dont know if there is any other way to manual reset the router.
-
@joe-cusimano Thank you for bringing this to our attention. You can trigger a factory reset through the application if your network is still up and running and can be accessed. If the router lost power during the update that could have created this issue, I will reach out through DM with instructions on how to manually update.
-
Hi @Joe-Cusimano,
Can you access the router using mobile app? If yes, please create a support info file and send me at karlis@ubnt.com.
-
I am having the exactly same issue. Did you find any solutions for this so far?
-
@branko-markovic This may indicate a defective unit. Can you please reach out to our support staff for testing your device?
-
I am having the same issue, please send those instructions?@ubnt-brett
-
@david-donde Does your AmpliFi respond to triggering the factory reset button on the bottom of the device?
-
I am having the same issue. I purchased the unit when it first came out. I've had trouble every step of the way with it. Finally, I now have a stuck loading screen and resetting on the bottom does nothing.
Please help!
-
@brandon-wagner Was there anything that triggered this event? Power surge, power cycle, update, settings change, etc.?
-
@ui-brett Hi Brett. Nothing that I know of. It was unplugged for cleaning of the area and plugged back in after cleaning had finished. It has been stuck ever since.
-
@ui-brett When I try to reset via the Amplifi App. I am able to recognize a new Amplifi HD after set up, but when I attempt to set up the new device, I get a "connection lost" message.
-
As an update, I was told by Amplifi Support that this is a hardware issue and nothing can be done. If the product was still under warranty (1 year) then it could be looked at. However, as I purchased this when it came out, I'm out of luck. My Amplifi always had issues, support was contacted numerous times, and Ubiquiti as finally told me nothing will be resolved. I feel as I was sold a device that was under performing and now has completely died on me. This was my first Ubiquiti product purchased and will be my last. If anyone reviews this before purchasing the product, I would think twice. I personally would not buy another product from them.
-
@brandon-wagner that's not good because Asus has atlest a 3 year warranty on their routers, I'd hope they could give you some considerable and replace it out of grace, as a gesture of goodwill.
-
@edward-dolezal Hi Edward, it would be nice if they stood by there product but I don’t know if that will happen. After all, it is not a cheap product.
Thank out for the info about ASUS. I will look into what they have.
-
@brandon-wagner if you do find a device that like pm me.
I have an Asus router Infront of my amplfii devices, I use them as aps.
-
The only reason I have it that way is because I found the amplfii after I already had the Asus though I wish I found the amplfii first, would have saved me a lot of hassle.
-
I also have the same problem. NEVER have I had a router that 'died' on boot up and was unrecoverable requiring purchasing a new device.
Can you please PM with instructions on having this replaced under warranty (it is more than 12 months old but not past its usefull life) as I don't believe its fit for purpose in this condition.
-
@tim-austin-mills PM sent.
-
@UI-JT Same here. My Amplifi HD stopped working. No reset possible. No connection to the app. It just shows the boot screen. Thats it.
Could you share a way to update the firmware manually or do a reset in a different way? My unit is out of warranty, hence I cannot send it in...
-
@philipp-f Hello, try putting it in to safety mode, hold the reset down until the boot up AmpliFi logo is displayed. This will take about one minute, at that point you can either connect via ethernet or to the AmpliFi recovery network and upload the firmware. PM me if you need a firmware file.
