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Can no longer access remotely access Circle on my Netgear Orbi router RBR20
Hello,
I can no longer access remotely access Circle on my Netgear Orbi router RBR20. This problem started happening in the last 1-2 weeks. Prior to the last 1-2 weeks I have accessed Circle remotely for several years.
Orbi Router RBR20
Router firmware V2.7.3.22
Circle app for iOS on iPhone XS running iOS 16.2
App version 2.1.12 (873)
Circle firmware 2.3.0.4
I can successfully access Circle if I am connected at home to the wifi network created by the Orbi RBR20. But I cannot access Circle remotely.
Can you assist?
Thank you,
Ben
Message from Netgear Support for information:
"...We got some update from Circle team that there are some issue on server side but they are able to fix it now. Please continue to test it for couple more days and confirm if the issue is already resolve."
71 Replies
Possible that the FW on the Orbi system is out dated to what the Circle SW is expecting:
- Thank you. I guess that is possible. I’ll look into it.
I have one Orbi RBR20 (router), two RBS20s (satellites) and one RBS40 (satellite). I updated all devices to the latest firmware V2.7.4.24. Unfortunately, this firmware update did not fix my Circle remote access problem. Circle still asks if I would like to Try again or Pair new Circle. Worth a shot though!
Yes I have the same problem. I am surprised that Netgear haven't been proactive about this issue. Did you update the firmware and did it resolve the problem?
It is causing massive issues in my house!
Actually I just realised I have a RBR50, so the firmware won't apply. It must be some other issue...
- Ah, thank you for letting me know.
- Hi there, no I have not updated my RBR20 firmware yet. Hoping there’s an easier solution as my Orbi app is not suggesting the posted firmware update yet.
- Hi have the same issue. I have the RB50 and it started a few months ago. I am not able to access circle remotely from a different wifor cellular. I also have the latest firmware. Is there a fix for this?
I have the same issue since a couple of months but with RBR50. Firmware is up to date.
Interesting. I still have the same issue too. For me, it's been weeks. Well, since I noticed it!
anyone from the netgear/circle team reading this !! A response would be nice or confirmation that you are working on this bug
Hello Napkcin and treaders76 ,
Thank you for your clarification on the issues that you are having with the anywhere access feature with Circle. If you are using an RBR50 please ensure that you on on the current FW 2.7.5.4. For the RBR20 the current FW version at this time is FW 2.7.4.24.
Navigate to the links below if your FW is not current:
Please navigate to the link below for the download file for RBK50:
https://www.netgear.com/support/product/RBK50#downloadPlease navigate to the link below for the download file for RBK20:
Orbi RBK22 | WiFi System | NETGEAR Support
For more information on manually updating your Orbi Mesh Systems please navigate to the link below:
https://kb.netgear.com/31573/How-do-I-manually-upgrade-firmware-on-my-Orbi-router-using-orbilogin-comOnce you have verified that your Orbi Mesh System FW is current Please PM the following information so I can endorse you to our support team:
Name:
Email:
Phone Number:
Device Model:
Firmware:
Serial Number:
Preferred time to be contacted:
App version:Please provide this information as soon as possible!
I look forward to hearing from you!Best,
Kevin
Community TeamHi Kevin,
My Orbi RBR20 is running the latest firmware V2.7.4.24.
I am now in contact with the Netgear support team's Ellaine & Von under NETGEAR Support Case # 47032881.
I have tried a factory reset of the router and all satellites but this did not work. Running a power cycle, configuring the DNS and using another phone to install the Circle app on are the latest suggestions. I have yet to run a power cycle, configure the DNS to specific settings and install circle on another phone as I need to source another phone.
Regards,
Ben
Same here, i cannot remote access circle apps for a few months. Anyone got any reply or solution from Netgear support? I am very disappointed the orib router are failed to remote access during this period.
Hi,
Same problem here with a RBR40. Circle works when connected locally to the WiFI network but not remotely anymore. How disappointing Netgear is doing nothing about this.
Pedro
- I have. Had the same problem. But added to this I paused my circle last night, all not just one of the kids, now I can access the Circle at all, and the netgear app will not connect as there is no wifi.
For this issues with Circle and Orbi app, please reach out to NG support:
https://my.netgear.com/support/contact.aspx
https://www.netgear.com/about/contact-us/File a bug report from the Orbi app:
Good Luck
I've now spoken to Netgear customer support twice. They will elevate this issue to Netgear engineering.
Netgear will also liaise with Circle support.
I have previously spoken to Circle support directly. While Circle support did provide some helpful information they also directed me to Netgear support.
Ongoing "Unable to find Circle. What would you like to do next? Try again. Pair new Circle." error message screenshot attached. This is the message I see when trying to connect to Circle remotely. Same error message for ~3 months.
I tried the software update and everything and still the same. I'm not entitled to open a support request with Netgear cause my Orbi already passed the support period. The Circle service is a subscription and remote access control is one of the main features, if it doesn't work anymore it is not worth to continue with this. I'll be looking at moving to Eero and the equivalent Circle service.
Try this Netgear support page
https://my.netgear.com/support/contact.aspx
Select "I have a Subscription service" and go from there. See attached screenshot.
This is how I managed to contact Netgear customer support regarding my Circle subscription remote access issue.
Even though my Netgear Orbi support period has ended.
My support ticket has now been escalated to a higher tier. I hope they have some suggestions to fix this.
I don't think this is a Netgear problem. We have the same issue with a Circle Gen 1 without a Netgear router. It's a Circle app issue. Like everyone else it only started this year and remote access had been fine for years before that. I contacted Circle and after doing all the things requested with no resolution I got the following from Circle support:
"I'll get your case added to our investigation. The investgative team should let you know as updates are made available."- Wow! No wonder Circle says, “we’ll talk to Netgear” and Netgear says, “we’ll talk to Circle”… 👈👉
I’m still waiting on a response from Netgear after they elevated this issue to their engineering/technical team and for them to talk to Circle. This was several weeks ago.Same here. My ticket was elevated and haven't heard anything from them since. It seems there is not much interest to fix this issue at all
