Won't update GT-AX6000 to any firmware

[Epi]

I was unable to SSH to router, despite allowing it in the settings.
I figured out it was almost two years since I bough it, so I contacted the store and send it back to warranty. Hopefully, custom firmware won't be an issue in this warranty claim.

 

[Epi]

In case someone faces same issue -
Just got a reply that they will refund my purchase as this is a warranty case.
Thanks everyone for help.

 

[FourthandShort]

In case someone faces same issue -
Just got a reply that they will refund my purchase as this is a warranty case.
Thanks everyone for help.

So I am having the exact same issue. I put in an email case on Friday night and got an email on Saturday. Sounds a lot like what you had going on. I would make changes to the device names in the Client List, and when I came back, none of the changes would save. I would make changes to the DNS Director settings, hit apply and when it refreshed nothing had saved.

I tried updating my wife's laptop DNS to a cloudflare one on Friday when i realized it wasn't saving the setting so I decided I would use that time to update the firmware. That was when it started refusing to take any updates. I have tried multiple versions of the firmware, tried the restoration tool to the letter, and it can't connect.

I am hoping they can replace it as the warranty runs out in two months. It has the Merlin 388.8 on it and I am hoping they don't use that to try and say its out of warranty because of the custom firmware. Did they give you any grief for that?

 

[jerry6]

So I am having the exact same issue. I put in an email case on Friday night and got an email on Saturday. Sounds a lot like what you had going on. I would make changes to the device names in the Client List, and when I came back, none of the changes would save. I would make changes to the DNS Director settings, hit apply and when it refreshed nothing had saved.

I tried updating my wife's laptop DNS to a cloudflare one on Friday when i realized it wasn't saving the setting so I decided I would use that time to update the firmware. That was when it started refusing to take any updates. I have tried multiple versions of the firmware, tried the restoration tool to the letter, and it can't connect.

I am hoping they can replace it as the warranty runs out in two months. It has the Merlin 388.8 on it and I am hoping they don't use that to try and say its out of warranty because of the custom firmware. Did they give you any grief for that?

not a problem having Merlin on the router , Asus will give you a replacement if it is still under warranty , I returned 2 routers with Merlin FW never had a problem .
Good luck

 

[FourthandShort]

not a problem having Merlin on the router , Asus will give you a replacement if it is still under warranty , I returned 2 routers with Merlin FW never had a problem .
Good luck

Quick question; any advice on how to work with their support?

I put in a case via chat on Friday night. They called me from a random number on Saturday and then sent an email asking for times to chat via phone.

I have responded to the email twice without hearing back.

I sent another email to a separate case from a while back and for some reason got the same email again they sent but this time they sent it without calling.

I immediately responded to that email and now once again haven’t heard a thing. It’s like they are sending emails but aren’t checking for any responses.

Any ideas?

 

[jerry6]

Quick question; any advice on how to work with their support?

I put in a case via chat on Friday night. They called me from a random number on Saturday and then sent an email asking for times to chat via phone.

I have responded to the email twice without hearing back.

I sent another email to a separate case from a while back and for some reason got the same email again they sent but this time they sent it without calling.

I immediately responded to that email and now once again haven’t heard a thing. It’s like they are sending emails but aren’t checking for any responses.

Any ideas?

sorry no answer i sent email got a response sent the router in got replacement ,