NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Can't Access Orbi RBRE 960 After A Reboot
A couple of days ago I used the Orbi app on my android phone to access my router. Just something I do once in a while to check on a remote system. I noticed that one of my satellites was not connecte...
FURRYe38
As I mentioned in my post, I'm using an Android phone. I can't access my router using the app and I can't access the router using the web UI either. I have no access at all, nada, zip.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended.
Has a power off for 1 minute then back ON with the ISP modem and router and satellites been performed?
Be sure to restart your network in this sequence:
Turn off and unplug modem.
Turn off router and computers.
Plug in and turn on modem. Wait 2 minutes for it to connect.
Turn on the router and wait 2 minutes for it to connect.
Turn on computers and rest of network.
Try a different PC or laptop ethernet connected to the back of the RBR.
Try different web browsers.
Be sure to disable any MAC Address randomizers on phones and pads while at home:
https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message
Cable Modem is a Netgear CM2050V
Ethernet cable is CAT6A
Keep in mind that this system has been working very well for several months prior to the reboot I initiated the other day.
Power to the modem and router has been cycled multiple times in the past due to internet outages (Comcast issues). The 'Keep Connect' device does this automatically when it detects that there is a loss of internet access. The modem comes up first, then the router. The process takes over 3 minutes to complete. During that time, there is no power to the modem or router for at least 2 minutes. Satellites are not included in the power cycling, but that has not been an issue in the past as both have always reconnected to the router and WiFi enabled devices have then connected to the satellites.
There is only one PC, the video server, at the remote location. Don't have anything else I can use currently to attempt a connection to the router.
I've tried Chrome, Edge and Firefox browsers.
I'm not using any MAC randomizers.
If you haven't changed the default IP address on the RBR, then 192.168.1.1 should be what is accessible when ethernet or wirelessly connected to it. There is a known issue with Orbi app not working or connecting to Orbi systems when locally connected. Remote on cell service thru Anywhere Access seems to work.
What FW version is on the RBS and RBR?
Have you performed a factory reset and setup from scratch since last FW update?
There have been known issues and changes happening with your ISP over past couple of years. Also the CM got a new FW update as well:
Netgear CM2050V Modem Firmware Update to V10.01.03 | NETGEAR Communities
You'll need to check with them regarding that.
Please post a copy and paste of the modems connection status and event log page.
https://kb.netgear.com/30007/How-do-I-obtain-the-cable-connection-information-from-a-NETGEAR-cable-modem-modem-router
https://kb.netgear.com/30008/How-do-I-view-or-clear-the-event-logs-on-my-NETGEAR-cable-modem-or-modem-routerI am 100% remote currently. The app cannot connect, period. If I disable my WiFi on the app, I get a message stating that the app is trying to connect using cellular and that I should try using WiFi. That would ONLY work if I was at the remote location and connected to the local WiFi network. This leads me to believe that Anywhere Access is no longer working.
The app says the router firmware is at v7.2.7.15 but since I can't actually log into the router using the app, that info is simply what was there prior to the reboot of the router. According to the app, the firmware on the one connected satellite is the same as the router.
I haven't done a firmware update and as far as I'm aware, NG isn't pushing updates that are automatically installed; are they? I also haven't done
a firmware update on the modem.
Again, everything was working great until the reboot.
Here is the cable modem diagnostics output: