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jpd99's avatar
jpd99
Guide
Sep 28, 2025

I have the app on my iPhone and it shows devices offline when they are online

I am having the same problem more than 3 years later with RBE871.  What you suggest is not a solution.  I have named all the devices and will not go back to square one.  When is NETGEAR going to fix the problem.  I’m having it with Windows 10 & 11 and with both Chrome & Edge browsers.  I have the app on my iPhone and it shows devices offline when they are online. I’ve created a case #49279170.  Once again, when is NETGEAR going to fix this problem.  

iOS

3 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Sep 28, 2025

    What model iPhone do you have? 

    What iOS version is loaded on it?

    What Orbi app version is loaded on the Iphone? 

    Same thing happens with a different mobile device? 

     

    Be sure to disable any MAC Address randomizers on phones and pads while at home:
    NETGEAR Mobile Applications and Android/Apple/Windows Devices FAQ | NETGEAR Communities

     

    What all do you have connected? 

    How many devices in total? 

     

    Do devices appear connected at the RBR and RBS in the app? 

     

    Are RBS wirelessly connected or ethernet connected to the RBR? 

     

    What is the size of your home? Sq Ft? 
    What is the distance between the router 📡 and satellite(s)🛰️? 30 feet or more is recommended in between RBR 📡 and RBS 🛰️ to begin with depending upon building materials when wired or wirelessly connected. 
    https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite ‌‌🛰

     

    Is IPv6 enabled on the RBR? 

     

    I have my 870 series online now, been online for a while now. Devices are all appearing as they should.

     

     

     

     

     

     

  • PattiArt's avatar
    PattiArt
    Initiate
    Sep 28, 2025

    I ended up having to factory reset my router and satellite.  I did this with a support person on the phone, but afterwards realized I could have completed the task without them.  It's a bummer to have to do this, but in the end, it worked out ok.  The challenge I had was getting into my account because all of my devices were blocked.