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Forum Discussion

epsom11's avatar
epsom11
Tutor
Oct 29, 2019
Solved

Orbi and Netgear Armor - cannot activate

Hello I have an Orbi setup (1 router + 2 satellites). I purchased the Netgear Armor subscription from Bitdefender. I got the approval and the activation code. If I login to armor.netgear.com, I ca...
  • dennismclyde's avatar
    dennismclyde
    Sep 09, 2020

    Netgear support had me hold the reset button for 15 seconds and then reconfigure the Netgear router as if it was new. I had a few issues working through the reconfiguration. It may have helped if I had thought to unplug the satellites before doing the reset. In any event, it worked. After reconfiguration the security software was activated in the app. 

DexterJB's avatar
DexterJB
NETGEAR Moderator
Oct 29, 2019

Hi epsom11, welcome to the community! When logging in to the UI of the Orbi router, does it say that the status is enabled for Armor? Also, what firmware version is the Orbi?

 

Dexter

epsom11's avatar
epsom11
Tutor
Oct 29, 2019

Hi DexterJB - on the app it says on the Security part of the screen "Expired". If I login to to the Orbi via a desktop browser, it says "Not Activated".

 

I'm on V2.5.0.38

 

thank you!

 

  • hjk_plm's avatar
    hjk_plm
    NETGEAR Expert
    Oct 29, 2019

    Hello epsom11 Sorry that you are having this issue. Is the email address shown on the top right of armor.netgear.com and Orbi App in the setting - the account management same or different? Did you initiate the purchase from the Orbi app, armor.netgear.com, or email from NETGEAR?

    • epsom11's avatar
      epsom11
      Tutor
      Oct 29, 2019

      Hi hjk_plm thanks for the note. Yes the email is the same. I initiated the purchase from an email from Netgear. 

       

      thank you

       

      • hjk_plm's avatar
        hjk_plm
        NETGEAR Expert
        Oct 29, 2019

        I am a product manager for NETGEAR Armor. I like to understand further to help the situation. Can you please provide following information? I also sent you a DM with my email address. 

         

        1. In the armor.netgear.com under My Subscriptions - NETGEAR Armor, how many devices are shown? Does it say 1 or 0?

        2. What's the email that you have used to purchase the Armor? Could you please forward me to the advertised email? 

        3. Could you please forward me the activation email with the code and email address that you have used?

         

        I am also providing steps to activate the Armor. 

         

        https://kb.netgear.com/000060247/How-do-I-activate-my-NETGEAR-Armor-subscription-using-an-activation-code

         

        To activate your NETGEAR Armor subscription with an activation code using armor.netgear.com:

        1. Launch a web browser from a computer or mobile device connected to the Internet.
        2. Visit armor.netgear.com.
        3. If prompted, enter your NETGEAR account credentials and click Sign in.
        4. Click Allow.
          Note: By clicking Allow, you are allowing Bitdefender to collect your profile information and email address.
          The NETGEAR Armor portal displays.
        5. Click the menu icon.
        6. Select My Subscriptions.
        7. Click Activation Code.
        8. Enter your activation code.
        9. Click ACTIVATION CODE.
          Your NETGEAR Armor subscription is now active.