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Forum Discussion

Kathyscott1212's avatar
Kathyscott1212
Tutor
Jun 19, 2020

Orbi app admin password no longer recognizes my admin password

Orbi app admin password no longer accepts what I’ve been using. We just had an iOS upgrade to iPhone although that doesn’t usually cause a problem. I can access my Netgear account my Bitdefender app ...
Kathyscott1212's avatar
Kathyscott1212
Tutor
Jun 27, 2020
Thanks Christian. Yes I tried that but it doesn’t accept the default password. I don’t remember changing the password but maybe I did I’m concerned if I am able to retrieve my password will I have to change my network password as well as all our devices as well. Any ideas would be really appreciated!
Kathy
Christian_R's avatar
Christian_R
NETGEAR Employee Retired
Jul 01, 2020

Hi Kathy, 

 

I would recommend factory resetting the Orbi unit by holding down on the reset button for 15+ seconds. After doing so, please reinstall the Orbi app and run through the setup assistant again using the Orbi app. 

 

Christian 

  • Kathyscott1212's avatar
    Kathyscott1212
    Tutor
    Jul 02, 2020
    Thanks again Christian. I truly appreciate it. Final thing if I may are you saying I will have to re setup my whole Orbi nest system as though I just brought it home and start from scratch?
    Have a great evening.
    Kathy
    • Christian_R's avatar
      Christian_R
      NETGEAR Employee Retired
      Jul 07, 2020

      Hi Kathy - Yes, that is correct. Please feel free to let me know if you need further assistance. 

       

      Regards,

      Christian 

      • TonyOkell's avatar
        TonyOkell
        Initiate
        Jul 09, 2020

        Hi,

        I have had exactly the same problem and it is a real bugbear because you need to reset the complete system when this happens.

        I finally found a solution which worked for me but I don't claim it will work for everyone.

        Do you also have Network Insight app installed on your device.

        If so uninstall Insight and the orbi app might then remain stable and remember your password.

        Once you reset the system the Orbi app seems to remember your password everytime.

        I trialled this solution 3 times by un-installing Insight and resetting the system and each time the Orbi app remembered my password.

        With Insight re-installed the Orbi app forgot my password and I had to reset the sytem again.

        In my case there appears to be a conflict between the 2 apps.

        I am using a Xiaomi Mi9 Pro as the access device.

        I hope this potential solution my work for you otherwise pacakage the system up and send it back until Netgear recognise this as an issue and adopt a proactive stance on working a solution.

        Good luck 

        Tony

        ps post back and let us know how you get on