I just purchased the Orbi Pro SXK80 (comprised of the SXR80 and a single SXS80). Since I have owned it, I have been doing work on the house and have had to flip the breaker at least once a day.This router hasn’t successfully recovered from a power-down on its own a single time. EVERY SINGLE TIME it gets stuck with the magenta LED. I have had sporadic results with powering down the modem for at least 10 seconds, and waiting 2-5 minutes after the modem is up before powering on the SXR80. Many times I can’t get that to work either. This is ridiculous - I’ve never had a router fail to come back up after shutdown, let alone one that retails for 2-3x any of my previous routers.I contacted support one of these times and after an hour on the phone, our 5th power cycle attempt worked. We of course mashed on a couple buttons along the way (releasing & renewing leases, making sure MAC was default and DHCP was enabled, etc.). We even did an exercise where we did a loop back test which really made this thing cook (couldn’t hold a signal for long than a minute or two). My case number for that exchange was 44576041.My modem is an Arris SB8200 cable modem. Current firmware version in the SXR80 is 3.2.5.102.Hoping that this last ditch effort here will reveal the secret to getting this thing to work, otherwise i’ll be seeking a replacement or heading elsewhere.

For a product that touts being capable for small to medium businesses, having to manually intervene at all is almost unacceptable. Could you imagine if these were actually installed all over the house with the wall mounts it came with? Would I literally need to get a ladder out to power cycle these manually each time there was a power outage? Where is that in the marketing?All of that aside, I’m following the instructions as they are laid out in the troubleshooting section in the manual on page 160, and it hasn’t been able to reliably get me back online. My modem consistently comes back up (all LEDs show solid) within 1 minute every single time. As I mentioned earlier, I wait 2-5 mins before even plugging the Orbi Pro in, and it still fails. It never resolves automatically. If I let it sit overnight it will not resolve.The Insight app continues to show the previous IP it had prior to turning off the power. It’s not until I poke around in the web UI that I see 0.0.0.0.

Yes, as simple as that for that problem. others remain and I hope that firmware updates fix them versus making them worse. Netgear has for much more than a decade been my go to networking solution, but recently early adopters have become little more than beta testers. This product is 6 months old. We should be past this.

apologies as it’s been a while since i checked in - i finally got to the point where i had to send these units back; basically never worked.since netgear refused to claim the units i owned as defective, i repurchased the same exact model to give them a second chance (your welcome netgear). turns out i have never had an issue with these units - they’ve worked perfectly.despite getting into calmer waters on my end, i feel strongly this thread needs to remain open. clearly others are experiencing similar issues, and customers should not have to go through the tumultuous experience i did to get up and running.

DaneA certainly, but the crux here is that this mindset requires consumers of a wireless router to own machines that have this capability. i personally haven't had a computer that has an ethernet port in 5 years - that expectation is virtually obsolete. i personally don't have the time or feel it's particular fair to ask me to borrow one or purchase adapters just so i can test the product. that said, i'm all for troubleshooting each component as at the end of the day i just want it to work. to be fair, there were other issues along the way that we encountered that also pointed to either a defective unit, or a lack of understanding on the support side on how to proceed. some of these were: - after factory reset, the router randomly chose to "unfactory reset". one of the strangest things i've ever seen - i did the factory reset, connected to the default SSID (ORBI79), etc. and then randomly the connection drops and my old SSID reappears. even better, it had somehow cleared my admin credentials, so i couldn't access the settings from the web browser. i had to do another factory reset.- it begun doing some strange behavior immediately after factory reset (didn't configure anything yet after reset) where i could access Google, but accessing other websites failed due to certification validation failing.- support didn't even know what the prompts were on the setup process, so i was spending time educating the agent on what steps were possible at each step of the process. the agent often told me to "proceed past" particular steps that were mandatory according the UI. it was clear they had no idea how to configure this thing when things went wrong. FWIW, level 2 support reached out separately and indicated they had a firmware upgrade that they felt would help fix my issue (even though i already had latest firmware), which makes me think that i should only ever contact level 2 support if i really want fix my issue. i've gone ahead and returned the units and repurchased another (same exact model) because i think it's worth the second chance. but there really isn't any excuse for my experience so far.

This seems to be a similar issue I have, whenever I power down the router, circuit breaker, power outages or just unplug the router, when power is restored the router doesn’t seem to turn on. No light shows up on the status bar, stays black. To get it back to work I have to unplug device, wait a few minutes (5-10m) and the plug the device back. Then I see the status light blink white and everything is back to normal. It does get the correct internet connection at that point.Anyone have similar issues? Any way to fix it?Thank you,Joao.

SXR80 Can’t Obtain IP Reliably After Power Cycle

23 Replies

schumaku
Guru - Experienced User
May 19, 2021
Already considered that a cable modem can require several several minutes to start-up, to negotiate down- and uplink, and receiving the carrier configuration? Before doing so, these cable modems offer an "own" local network before configured, a router can pick up this config (like a computer used for troubleshooting), and you won't be able to reach the Internet - cumbersome this won't "change" after the modem is fully deployed.

With the mesh systems, there is additional complexity involved what might again require a stacked/delayed start-up.
- freer
  Guide
  May 19, 2021
  For a product that touts being capable for small to medium businesses, having to manually intervene at all is almost unacceptable. Could you imagine if these were actually installed all over the house with the wall mounts it came with? Would I literally need to get a ladder out to power cycle these manually each time there was a power outage? Where is that in the marketing?
  
  All of that aside, I’m following the instructions as they are laid out in the troubleshooting section in the manual on page 160, and it hasn’t been able to reliably get me back online. My modem consistently comes back up (all LEDs show solid) within 1 minute every single time. As I mentioned earlier, I wait 2-5 mins before even plugging the Orbi Pro in, and it still fails. It never resolves automatically. If I let it sit overnight it will not resolve.
  
  The Insight app continues to show the previous IP it had prior to turning off the power. It’s not until I poke around in the web UI that I see 0.0.0.0.
  - freer
    Guide
    May 21, 2021
    I called into support again (case 44595082) and spent an hour and a half on the phone. definitely one of the worst support experiences i have ever had. they refused to entertain the idea that the unit was defective. they claimed that they couldn’t replace it without first having a computer hardwired into the modem. this is a completely unrealistic ask in these times - all of our computers don’t have ethernet jacks (macbook pro, lenovo thinkpad). their only advice was to find someone who had a computer with an ethernet jack! what a joke!
DaneA
NETGEAR Employee Retired
May 24, 2021
freer,

they refused to entertain the idea that the unit was defective. they claimed that they couldn’t replace it without first having a computer hardwired into the modem.

Kindly understand that NETGEAR Support (or any technical support service) needs to exhaust all troubleshooting steps in order to confirm if the device is really defective.

Also, how would you know if you really have internet connection through your modem that is provided by your Internet Service Provider? The only way to check it is by connecting a PC or laptop directly to the modem using an ethernet cable and check if you can go online.

Regards,

DaneA
NETGEAR Community Team
- freer
  Guide
  May 24, 2021
  DaneA certainly, but the crux here is that this mindset requires consumers of a wireless router to own machines that have this capability. i personally haven't had a computer that has an ethernet port in 5 years - that expectation is virtually obsolete. i personally don't have the time or feel it's particular fair to ask me to borrow one or purchase adapters just so i can test the product.
  
  that said, i'm all for troubleshooting each component as at the end of the day i just want it to work. to be fair, there were other issues along the way that we encountered that also pointed to either a defective unit, or a lack of understanding on the support side on how to proceed. some of these were:
  
  - after factory reset, the router randomly chose to "unfactory reset". one of the strangest things i've ever seen - i did the factory reset, connected to the default SSID (ORBI79), etc. and then randomly the connection drops and my old SSID reappears. even better, it had somehow cleared my admin credentials, so i couldn't access the settings from the web browser. i had to do another factory reset.
  - it begun doing some strange behavior immediately after factory reset (didn't configure anything yet after reset) where i could access Google, but accessing other websites failed due to certification validation failing.
  - support didn't even know what the prompts were on the setup process, so i was spending time educating the agent on what steps were possible at each step of the process. the agent often told me to "proceed past" particular steps that were mandatory according the UI. it was clear they had no idea how to configure this thing when things went wrong.
  
  FWIW, level 2 support reached out separately and indicated they had a firmware upgrade that they felt would help fix my issue (even though i already had latest firmware), which makes me think that i should only ever contact level 2 support if i really want fix my issue.
  
  i've gone ahead and returned the units and repurchased another (same exact model) because i think it's worth the second chance. but there really isn't any excuse for my experience so far.
GMoGoody8
Luminary
May 25, 2021
I'm really curious here and perhaps I have to do more testing but do not want to rock the boat due to my initial experience. I too was not happy with this exact issue.

I upgraded from the residential AC3000 RBR50 to SXR80. During initial setup it took many reboots of the S33 modem and the SXR80 until I had WAN connectivity where the RBR50 came up with WAN on the first try.

Not sure if it's the 2.5Gb negotiation as this was the first time I have had 2.5Gb on both the Modem and Router. The Ethernet Cable is Cat6A and tested to be wired correctly.

WAN 2500M/Full

It finally took but I am very concerned with upcoming summer storms and the SXR80 not automatically obtaining WAN without intervention.
- jcharnet
  Guide
  May 26, 2021
  This seems to be a similar issue I have, whenever I power down the router, circuit breaker, power outages or just unplug the router, when power is restored the router doesn’t seem to turn on. No light shows up on the status bar, stays black. To get it back to work I have to unplug device, wait a few minutes (5-10m) and the plug the device back. Then I see the status light blink white and everything is back to normal. It does get the correct internet connection at that point.
  Anyone have similar issues? Any way to fix it?
  
  Thank you,
  
  Joao.
  - JohnD333
    Apprentice
    May 26, 2021
    Yes. After hours with tech support I gave up. Sent it back for refund and bought a new unit and set that up all over again.
    
    better, but this forum shows how many flaky issues remain.
JohnC_V
NETGEAR Employee Retired
Jun 02, 2021
Hi Community! :)

If anyone is still experiencing this type of issue where the router cannot recover properly after a reboot. There is a beta firmware available that will resolve this issue. Please check this community thread.

Thank you!

Regards,

John

NETGEAR Community Team
pierpox72
Tutor
Jun 20, 2021
Hi, I’m an owner of a SXR80 (plus 4 SXS80) also with the firmware 3.2.6.100,I have the same issue of the user jcharnet.If I unplug the router from the wall outlet, I have to wait also hours (with the device unplugged) before to plug it again and finally see the white light on.This is an absurd behaviour for a device business oriented!Is there a fix to solve the problem?Or also a workaround to recover fastly the situation when, for example, a power outage happens?
- RaghuHR
  NETGEAR Expert
  Jun 21, 2021
  If anyone still seeing the issue after the firmware 3.2.6.100 update then please send us the debug logs taken from local UI.
  
  We will investigate further and provide a feedback.
  
  Thanks,
  
  Raghu
- Synica1
  Guide
  Jul 03, 2021
  pierpox72 wrote:
  Hi, I’m an owner of a SXR80 (plus 4 SXS80) also with the firmware 3.2.6.100,I have the same issue of the user jcharnet.If I unplug the router from the wall outlet, I have to wait also hours (with the device unplugged) before to plug it again and finally see the white light on.This is an absurd behaviour for a device business oriented!Is there a fix to solve the problem?Or also a workaround to recover fastly the situation when, for example, a power outage happens?
  Ugh, this is NOT what I needed to see, after coming here to try and figure out what the SXR80 default IP is.... and after upgrading the satellite to firmware 3.2.6.100 literally less than an hour ago.
  
  Backstory: Power outage during the recent "heat dome" event in the northwest, lasted several hours into the evening (less than a day). When it came back on, everything came back up.... but the Orbi router (in AP mode) and satellite (wired backhaul) both had the lovely magenta light, even after multiple power cycles, and the Insight app shows it as "offline" as well. Everything connected via ethernet to our switch works fine, and wireless devices work fine, so I left it until I had some time this weekend to muck around with it.
  
  What I've found so far:
  The SXS80's IP got reset to 192.168.1.250 (what I presume is it's default)
  The username and password were not reset, however.
  The SSID and WPA2 key were not reset either.
  Updated to firmware 3.2.6.100, in hopes that kept it from happening in the future, and shut it down while I went to work on the SXR80. Crossing my fingers it comes back up quickly, after seeing the messages here.
  The SXR80 is a complete mystery at this point. I've power-cycled it several times, and tried accessing it via the custom IP it's supposed to pull from our DHCP server (reserved). No luck. Tried accessing it via orbilogin.com/.net - nothing. Tried accessing via 192.168.1.1 and 192.168.1.250, and again - no luck. I'm using a Surface Pro, hard-wired into one of the ethernet ports.
  I was trying to avoid doing a factory reset, because getting the darn things set up was a nightmare - and I really don't want to go back through that again. It looks like there may not be any other choice, though. *sigh*
  And yes, I'll be backing up my settings (again) after all this is finally resolved - but if I have to do a factory reset and restore from backup settings after every power outage - well, that's not a very business friendly device, IMO.
  - Architekt
    Apprentice
    Jul 03, 2021
    I have this exact same issue if I have a power outtage. It's absolutely infuriating. I upgraded from an Orbi RBK853 which never had this issue if I lost power or unplugged the device. It's driving me nuts. I'll spend 30-60 minutes after the power comes back just trying to get the thing to work. Same symptoms. It'll like work for a bit, then not work for a while, then work again, then not. Even the hard wired ethernet ports have the same behavior (my computer is plugged in physically to the satellite which is plugged into the router for ethernet backhaul). I'm also on 3.2.6.100. Again, I had 0 issues with power outtages with the Orbi RBK853.
    
    This isn't the most recent log but I don't want to go test turning it off and on again and waiting another 7 years for it to come back online. There seems to be some issues with syncing to the router, at least from what the log looks like: (192.168.1.254 is my SXR80's static IP, it's in AP mode connceted to my pfsense hardware firewall):
    
    [admin login] from source 192.168.1.109, Saturday, July 03, 2021 18:35:30
    [Config Sync] Satellite 94:A6:7E:XX:XX:1F configuration isn't synced. re-syncing., Saturday, July 03, 2021 18:24:47
    [Config Sync] Satellite 94:A6:7E:XX:XX:A7 configuration isn't synced. re-syncing., Saturday, July 03, 2021 18:18:38
    [Time synchronized with NTP server] Saturday, July 03, 2021 18:18:25
    [Config Sync] Satellite 94:A6:7E:XX:XX:A7 configuration isn't synced. re-syncing., Saturday, July 03, 2021 18:18:07
    [Internet connected] IP address: 192.168.1.254, Saturday, July 03, 2021 18:17:56
    [Internet connected] IP address: 192.168.10.2, Saturday, July 03, 2021 18:17:52
    [Internet connected] IP address: 192.168.20.6, Saturday, July 03, 2021 18:17:52
    [Internet disconnected] Saturday, July 03, 2021 18:17:39
    [Internet disconnected] Saturday, July 03, 2021 18:17:05
    [admin login] from source 192.168.1.109, Saturday, July 03, 2021 18:16:59
    [Time synchronized with NTP server] Saturday, July 03, 2021 18:16:08
    [Initialized, firmware version: V3.2.6.100] Saturday, July 03, 2021 18:16:03