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Forum Discussion
Orbi firmware update v2.1.4.16 availability
We’ve been monitoring issues that some customers have experienced in OrbiOS 2.1.4. In response, we’re releasing firmware that provides a permanent fix for the homekit issue along with various other f...
As long as I have had my Orbi AC3000 two unit system, I have problems with Orbi keeping my internet connection. I am connected to the internet via an xfinity cable modem. Prior to Orbi, I was connected to the same xfinity cable modem with my Netgear WNDR37AV and I had NO internet connectivity issues. Orbi does provide better coverage area and higher throughput, but all of that is negated when Orbi cannot hold an internet connection.
This leads me to my current problem with your support team. Yesterday, 6/8/18, your support tech suggested that I update to Orbi firmware version 2.1.4.16 for both the router and the satellite (RBR50 and RBS50). The first firmware update was to the RBS50 satellite and that seemed to upload sucessfully. The next firmware update was to the RBR50 router and using Chrome, I received the message that Orbi could not connect to the internet to perform the firmware upgrade. So, your tech had me try using Windows Edge browser. (I am running Windows 10 Home edition.) When I tried the firmware upgrade using the Edge browser, I received a different error message that leads me to believe that the RBR50-V2.1.4.16.img file is corrupt.
I know that I should have probably grabbed screen shots or I should have written down the exact error message. However, your support got me so mad that I was not thinking clearly. All your support tech would suggest is that I go to one of my neighbors and ask to borrow a different laptop or PC to try updating my Orbi RBR50 firmware. Really? I am supposed to ask a neighbor to lend me their laptop/PC?
Your tech said that he would escalate my case to Level 2 support. But, it is now over 24 hours later and I have yet to hear from anyone at Netgear.
Honestly, I believe your .img file might be corrupt since both Chrome and Edge had problems with it.
In any case, I NEED NETGEAR SUPPORT HELP TO FIX MY ORBI INTERNET CONNECTIVITY ISSUES.
Please offer me a better solution. I was so frustrated yesterday that I felt like taking ALL of my Netgear equipment -- my Orbi AC3000, my Arlo Pro 2 double base units with 6 cameras, my older Netgear routers (I think I have two more in addition to the WNDR37AV) -- and toss all of my Netgear products in the trash!!!
Please help me.
Signed, frustrated3610
frustrated3610 Others (including me) have updated their RBR50s with the posted .img file, so it's unlikely the posted file is corrupted. The file might be corrupted on your computer though. Try deleting the .img file on your computer, and then download it again. Then, if your computer has wired Ethernet, connect your computer to the router with a wire. If you don't have wired Ethernet, then you can use WiFi, but move close to the router so you have a good signal. You can also turn off the satellite(s) to be certain your computer's WiFi connects directly to the router. Once connected, log into the router's admin webpage and do the update manually.
st_shaw Thanks for the suggestion. I will try again. FYI, I am connected by wire from the xfinity cable moden directly to my Orbi RBR50; then by wire (the supplied wire from Netgear) directly to a new HP PC running Windows 10 Home. I do not have internet connectivity problems if I connect my old Netgear WNDR37AV but the bandwidth and range do not compare to Orbi's. Also, I am doing a manual update. Here goes my next attempt ... Stick around and I will give an update as to my success or failure.
st_shaw and others. Success with the firmware update to version 2.1.4.16 on both my satellite and the router. I deleted the previous copy and then downloaded the update .img file. This worked for the update. Thanks!
Now, if my internet connectivity is fixed, then I will be a happy camper -- at least for now. I was losing my internet connectivity at my personal Windows 10 PC (connected by wire); my employer's Windows 7 PC (connected by wire); my Samsung 8 smartphone (wireless) and my wife's iPhone 7 (also wireless). None of these connections were ever reliable. So, now it is time to see if v2.1.4.16 fixes our connectivity issues -- and hoping that I do not have any new issues pop up.
Thanks again.
New question: The first Netgear tech I had earlier this week had me: 1) change the MTU size from the default 1500 to 1420; 2) change the wireless 2.4 GHz channel from "auto" to 6; and 3) change the 5GHz channel to 44 from 48. Does anyone on this community forum have any comments (pro or con) as to what the netgear tech had me do? Thanks in advance.
frustrated3610 Good to hear the update worked.
You should definitely use manual channel assignment on 2.4 GHz and use only channels 1, 6, or 11.
The MTU change is usually not required, but can be necessary if you are running VPN or have a PPPOE connection.
I don't think the 5 GHz channel change will have much effect, as Orbi will still use the same 80 GHz channel. It will only affect how Orbi responds if there are other WiFi APs operating on that channel. Unless you did a channel scan with a WiFi scnaning app, and gave the data to NETGEAR, I doubt it would have much effect.
You should not be having Internet drops with wired connections. That points to a problem between the xfinity modem and Orbi.
If your xfnity "modem" contains a router, then you should either 1) set the modem into "bridged" mode, if it supports it, OR 2) run Orbi in access point mode.
You said your old NETGEAR router had no issues dropping the Internet. You can just put the old router back into service (as a router only), turn off its WiFi radios, and switch Orbi to Access Point mode. Then you should have zero problems. That's similar to how I run my Orbi. I have DSL modem, Mikrotik router, and Orbi in Access Point mode. I've had zero issues since installing Orbi 17 months ago.