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Forum Discussion

nfur's avatar
nfur
Follower
Oct 28, 2020
Solved

Just Updated the Orbi App on my iPhone and now I can't use the Orbi App. Won't let me sign to anyth

  • Trojo's avatar
    Trojo
    Oct 30, 2020

    I had exactly the same behavior on my iPad yesterday, tried everything (delete app, reinstall, clicked/tapped the links like crazy and so on) but today it worked...I had to click on the sign in link a few times and then the page showed up.

fontygal's avatar
fontygal
Guide
Oct 29, 2020

I have the same problem: Orbi app on both the ipad and the iphone do not allow me to sign into an existing netgear account, nor create a new account. The links simply cause a brief spinning icon to appear, and then nothing. And thus you cannot go any further into the App.

 

- I did not have the older Orbi App, as I just installed the RBK853 mesh, which is otherwise working fine. It's just impossible to access it with the App (accessing the router via a browser works)

 

It is probably a bug with the App update that was launched yesterday.

Trojo's avatar
Trojo
Aspirant
Oct 30, 2020

I had exactly the same behavior on my iPad yesterday, tried everything (delete app, reinstall, clicked/tapped the links like crazy and so on) but today it worked...I had to click on the sign in link a few times and then the page showed up.

  • mrstucci1972's avatar
    mrstucci1972
    Tutor
    Oct 31, 2020

    Thanks for the tip but it sounds like a bug to me. Hope they fix it! 

  • fmalloy's avatar
    fmalloy
    Luminary
    Oct 31, 2020

    I'm having a different problem - it doesn't ask me to login (I'm already signed in) but it's stuck on "Detecting Product" then "Issues connecting with (my WiFi network name)"

     

    "Connect VIa Anywhere Access" works. 

  • repmeer's avatar
    repmeer
    Initiate
    Nov 03, 2020

    Bug isn't fixesd yet. App is still not working. Slow response from Netgear

    • Christian_R's avatar
      Christian_R
      NETGEAR Employee Retired
      Nov 04, 2020

      Hello Orbi AX Users, 

       

      If your still experiencing issues with your Orbi app connecting to your router. May you send me a private message with the following info.

       

      Orbi Model:

      Orbi Firmware Version:

      Serial Number:

      Orbi App Version: (please also specify if you're on iOS or Android) 

      iOS Software Version: (if applicable) 

       

      And please let me know if you have the Nighthawk app installed on the same mobile device and if deleting the Nighthawk app helps. 

       

      Thank you,

      Christian

      • Srharris's avatar
        Srharris
        Tutor
        Nov 05, 2020

        Done

  • skeelo's avatar
    skeelo
    Luminary
    Nov 07, 2020

    I think I have it figured out - at least this is what worked on my device (iPhone 10, software version 14.1):

     

    1. Delete any and all Netgear apps - I had the Orbi app (home system) and Nighthawk app (cabin system)

    2. Download the Orbi app from app store

    3. Open app from device, NOT from app store

    4. Follow prompts (e.g., allow network access, allow location access, etc.)

    5. Sign in - interestingly the old sign in (email address and Netgear password) no longer works, I had to sign in with the admin account information and password as if I was logging in from my computer's web browser

     

    Once signed in you should have access to all the same features as you did previously.  My guess with the iOS14.x upgrades there are some changes to security that are creating these issues.

    • Christian_R's avatar
      Christian_R
      NETGEAR Employee Retired
      Nov 16, 2020

      Hello skeelo, 

       

      May you provide the current Orbi app version that is installed on your iOS device? 


      Thanks,

      Christian 

      • mlg1017's avatar
        mlg1017
        Aspirant
        Nov 18, 2020

        Hi-

         
        I have the most current version on the App store - 2.6.7.0
         
        Thanks.
         
        Michael (mlg1017)
    • Christian_R's avatar
      Christian_R
      NETGEAR Employee Retired
      Nov 27, 2020

      Hello mlg1017, 

       

      Thanks for the update. May you send me a private message with your email, phone, and preferred contact time. I'd like for our support team to reach out for further investigation. 

       

      Thanks,

      Christian 

      • mlg1017's avatar
        mlg1017
        Aspirant
        Nov 29, 2020

        Thanks for the reply - But I don't know how to send a private message. Please let me know and I will contact you with the requested info,

    • Christian_R's avatar
      Christian_R
      NETGEAR Employee Retired
      Dec 04, 2020

      Hi mlg1017,

       

      You may click on my username to view my profile and from there you'll have the option to send me a private message.

       

      Christian