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Forum Discussion
RBR50: Orbi app returns "Unknown error." verifying security account.
I have an Orbi RBR50 running firmware V2.7.4.24. I recenty purchased a new subscription to Armor and am trying to activate it.
When I log in to armor.netgear.com I land on the "My Routers" page which says "No routers associated with this account." If I go to the "My Subscriptions" page and enter my activation code, I get an error message that says "Activate a new subscription" and "There is no Netgear router with this type of subscription connected to your account. If you have a new router, please first connect it to the account by using your Nighthawk or Orbi app. If you already have a router, with a different type of subscription, please contact the support team."
When use the Orbi app and tap the Security tile, it displays a screen that says "Verifying account information..." and then eventually an error message that says "Error Unknown error." with an "OK" button. When I click on the "OK" button the app returns to the main screen and my router does not connect to my account.
How can I correct this "Unknown error."?
13 Replies
Thank you for your response.
I followed the link you gave in your response, and all of the links from that page as well and read all of the content on them.
The only one that seems to apply to my situation is the one that says "I get an error when I try to activate NETGEAR Armor; what do I do?" I have followed the instructions on that page, which told me to enable and then disable Anywhere Access and then return to the Dashboard and tap the Security tile again. That did not solve the problem.
After enabling and disabling Anywhere Access, when I tap the Security tile, it still displays a screen that says "Verifying account information..." and then eventually an error message that says "Error Unknown error." with an "OK" button. When I click on the "OK" button the app returns to the main screen and my router does not connect to my account.
So I am repeating my previous question:
How can I correct this "Unknown error."?
I am re-posting my question in the hope that someone from NETGEAR will read this and reply.
I have an Orbi RBR50 running firmware V2.7.4.24. I recently purchased a new subscription to Armor and am trying to activate it.
When I log in to armor.netgear.com I land on the "My Routers" page which says "No routers associated with this account." If I go to the "My Subscriptions" page and enter my activation code, I get an error message that says "Activate a new subscription" and "There is no Netgear router with this type of subscription connected to your account. If you have a new router, please first connect it to the account by using your Nighthawk or Orbi app. If you already have a router, with a different type of subscription, please contact the support team."
When I try to use the Orbi app and tap the Security tile, it displays a screen that says "Verifying account information..." and then eventually an error message that says "Error" and "Unknown error." with an "OK" button. When I click on the "OK" button the app returns to the main screen and my router does not connect to my account.
I have read all of the suggestions on the community page that FURRYe38 provided (@FURRYe38 thank you for replying) but they have not helped resolve the problem.
One of the specific suggestions listed is to enable and disable "Anywhere Access". I have done that and it has not resolved the problem.
I am still left with my question:
How can I correct the "Unknown error" when I tap on the "Security" tile in the Orbi app?
- I have the same problem and don’t see a solution posted.
Or PM the moderator with your information:
Name:
Email:
Phone Number:
Device Model:
Firmware:
Serial Number:
Preferred time to be contacted:
App version:
355 wrote:
I have the same problem and don’t see a solution posted.
- Same problem. Any solution yet?
I've got the same "Unknown error" error but:
- I've updated my router firmware to 2.7.5.4
- I did a factory reset of my router
- I've reinstalled the Orbi App on my phone (with removing all data from an app)
- I see my router in "My routers" tab after logging in to armor.netgear.com
- I've got an active subscription
- Under Support -> DETAILS -> CONTRACTS tab in the Orbi App I see "Armor Security - 1 Year" valid until Dec 23, 2024
Or PM the moderator with your information:
Name:
Email:
Phone Number:
Device Model:
Firmware:
Serial Number:
Preferred time to be contacted:
App version:
x1m1an wrote:
I've got the same "Unknown error" error but:
- I've updated my router firmware to 2.7.5.4
- I did a factory reset of my router
- I've reinstalled the Orbi App on my phone (with removing all data from an app)
- I see my router in "My routers" tab after logging in to armor.netgear.com
- I've got an active subscription
- Under Support -> DETAILS -> CONTRACTS tab in the Orbi App I see "Armor Security - 1 Year" valid until Dec 23, 2024
I am posting an update to this problem for future reference and other users.
I did PM a moderator with details (as FURRYe38 suggests several times in this thread). The moderator helped me open a support case with Netgear and I spent several weeks working with Netgear by email and telephone trying several different solutions. Many of the solutions included these steps: back up my router configuration to a local file, do a factory reset and restore the configuration. In the end, we did not find a solution to the problem, and I bought a direct subscription to Bitdefender software so I would keep it running on my computers and phones. At this point, Netgear Armor is not running in my RBR50 router, and I'm OK with that.
I will point out several things: 1) FURRYe38 does provide good advice and pointers in this thread (thank you again FURRY). 2) Netgear support spent a lot of time working with me on this problem and would have worked it to resolution, but I gave up on it (because it wasn't worth my time any longer). 3) Everyone's individual router, account and email configuration is different, so don't be discouraged by the lack of a "common" solution to what seems like a "common" problem - if you are persistent (and specifically more persistent than I am) you can probably get this resolved for your specific configuration. 4) It's a good idea to learn how to back up your router configuration, do a factory reset and restore your configuration.
Did you buy a subscription to BitDefender or Armor. These are two separate items and I beleive BitDefender is NOT supported on any NG products, where Armor is and is specifically designed for some NG model routers.
