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Forum Discussion
Orbi app saying Armor not installed on iPad
Hi all
My iPad has the Bitdefender app installed and running with web protection enabled. However, the Orbi app on my iPhone reports the iPad as being unprotected and eligible for installation/protection. I have tried restarting the Orbi app. I don't think this is an Orbi app issue - its a Bitdefender device status reconciliation issue.
I have tried deleting the Bitdefender app from the iPad and reinstalling it, signing back into to my NetGear account to re-enable and activate it, and I have tried rebooting the iPad and also re-associating it to my wifi to force the Bitfedender to be re-initiated. None of these actions has forced the Orbi app's list of protected devices to include my iPad. Yet the iPad appears to be fully protected and I can run a scan locally on the iPad.
The IP and MAC details the Orbi app is reporting for the iPad are correct, and I can block Internet access to the iPad from the Orbi app, so the device list is valid. re-enabling internet access to the iPad doesn't refresh the unprotected devices list - it still shows the iPad as eligible.
Logging into the armor.netgear.com dashboard and locating the iPad entry shows that it has successfully been scanned with no vulnerabilities, but it thinks the local protection is not installed. So the iPad's local installation of Bitdefender is not updating the Bitdefender dashboard, which in turn is parsed by the Orbi app for its representation of your device status details. I tried removing the iPad from the dashboard and logging out from the Bitdefender app on the iPad and logging back in to re-activate protection on the iPad, but this has not forced a reconciliation.
Any ideas on how to reconcile matters or force an update in device status so my iPad shows as a protected device, which it is of course as Bitdefender is running on it?
Thanks
Jeff
7 Replies
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Hi Furry - I checked out the Armor knowledge base but I couldn't find a resolution. I might try a few drastic measures like a restore of the iPad and fresh install of Bitdefender, or force a new IP and/or Mac to force Bitdefender into seeing it as a new device as its caching onto the current device details.
- Been battling the same problem on all my Apple devices. As you said, installed and logged in just like the instructions say. It never shows. Have done everything short of the factory reset of my device which seems like a nuke option not likely to work.
- Same here. Iphone with app. Anyone that has a solution and willing to share?
- Netgear Armor support suggested reinstalling the Bitdefender and Orbi apps on my affected Apple devices, and rebooting the router. I tried this approach yet again but it did not resolve the issue. I also tried deleting all relevant iPhone and iPad entries in the Armor web console, which forces the app to logout on those devices, then re signed in. But this doesn’t fix it. Support then suggested a factory reset of the RBR50 router but I’m leaving the nuke option for a rainy day given it might take me hours to reconfigure all my settings if the backup won’t restore. Three other occupant’s Apple devices all show up with Bitdefender installed in the Orbi app but my two Apple devices either remain as “eligible” or sometimes they actually don’t appear as eligible but do not have the Bitdefender installed logo under device details. Clicking the security option in Orbi under the affected device entries, reports “Security details not available, try again later.” Even when an automatic scan is carried out the status doesn’t change in the Orbi app, but under the Armor web console the devices show as green ticked and scanned with no vulnerabilities, but there’s no “B” tag to signify Bitdefender is installed.
sounds like I have to give the nuke option a go to rule it out and appease Support. Pity there is no network flush option that isn’t a factory reset but I think a reboot effectively flushes ARP and router tables. Odd that the Orbi app cannot reconcile device status with the Router for just some Apple devices. I may try “forgetting” the SSID on my affected devices and flushing the network settings, then re associating with my wifi to see if this forces a new MAC to be learnt by the router and Orbi app, and Bitdefender works again… Watch this space.Ii have observed the same phenomenon in our home over many months with multiple iPhones and iPads. They sometimes register as being "protected" but more often they don't. I've tried most of the troubleshooting actions discussed here without joy. A complete system reset for one of the other problems plaguing Orbi these days solved that problem but not this one.
In reality, I've decided that having the devices register as protected doesn't really matter to me. I haven't found any real value to the Armor iOS/iPadOS app other than the VPN - but the VPN doesn't work very well either. The Armor web console reveals that the devices are protected - IF Netgear ever fixes this such that the Orbi app acknowledges the same thing, that's fine with me. My security scores in the Orbi app are around 91 when the devices aren't properly registering and 99 when they are. I'm not sure it's worth wasting any more time with it...
