NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
RBR20 Solid Magenta LED, no help!
Hi all, I recently ran into a situation where my Orbi RBR20 will not connect. Since about November, I've been chatting on and off with Support and this is what's happened: First the problem was b...
uniquetukie wrote:The last time I called Netgear Support was because the ring LED was solid magenta and I could not get any Internet.
I can appreciate your frustration. It is true that Netgear provides a 1 year warranty, but only 90 days of "complimentary" support. I have seen several instances where Netgear replaced Orbi's under warranty, but past the 90 day support period. In every case, my memory is that one of the forum moderators interceded with Netgear. (Since my Orbi remains going strong, I lack personal experience with the process.)
The key to me is "solid magenta". Netgear provides a description of the expected behavior of the Orbi ring LED's:
https://kb.netgear.com/31030/What-do-the-LEDs-on-my-Orbi-router-and-satellite-mean
Glancing over the web page, there is NO situation where the router ring LED would remain solid magenta for any period of time.
The only solid magenta is on the Orbi satellite when it cannot get an IP address from the router, and then only for 10 seconds.
My guess is that the appropriate diagnostic is to power the modem and Orbi off. Wait a minute. Power the modem on and wait until the lights stabilize. (1-2 minutes). Power the Orbi on and observe the sequence of ring lights. The router should be solid white while it powers up, and then go off. If this is not what happens, then either (a) Netgear's documentation is incorrect, or (b) the router is faulty.
(Because I hope for a faster solution than an RMA (Return Material Authorization), I would then "factory reset" the Orbi, in hopes that would "clear out any cobwebs" and go through the power on sequence again. If it still remains SOLID MAGENTA, it's time to call for a warranty replacement.
You mentioned SquareTrade. Was this purchased from Costco?
Thank you for your reply. For some reason I can't do a factory reset that is really a factory reset. The name of the network stays the same. I tried the extreme hard reset, of pressing the reset button while I plugged and unplugged the modem and router, then plugging them back in while still pressing reset. The power button turned red, so I pressed it on. It turned green and the LED cycle went blinking white to solid white and then to solid magenta. The name of the old internet connection showed up, along with Netgear64 and Netgear44 (neither of which I can access with any combination of old password or original factory creds. It's baffling. đŁđ€Ź
An Orbi that will not "factory reset" would seem to be defective and eligible for replacement by Netgear.
Just to make sure, sticking (the end of) a paperclip into the tiny reset hole next to the power plug and holding it in until the power LED turns amber, and then begins to blink (can take a lot longer than expected). (1) doesn't happen. it never turns amber, or never begins to blink, or (2) goes through this sequence, but the router does does not come up with the WiFi name printed on the label on the bottom? (Everyone who has posted has mentioned a WiFi name that starts with "ORBI", then two digits.)
There are Netgear routers with the default WiFi name "Netgearxx". Those two may be neighbors of yours who have never bothered to change their network name. Many customers just plug something in and use the credentials printed on the bottom and never realize that they are able to change them.
Depending on how desparate you are, you could try flashing the software using TFTP, which requires a computer wired to the Orbi ethernet port: https://kb.netgear.com/000059634/How-to-upload-firmware-to-a-NETGEAR-router-using-Windows-TFTP
- I'm so grateful for the help I'm reviewing here. I've tried connecting directly to the router, but the screen says No Internet and that's as far as I can get. That solid magenta light will NOT go away. Do you know how I could get someone from Netgear to actually see this post?