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Forum Discussion

prabakarm's avatar
prabakarm
Tutor
Sep 20, 2020

Orbi app not connecting to the router with ios 14 upgrade (RBR750)

Hi, I just upgraded by iphone to ios14 and now my orbi app is not able to connect to the router or product.  My wifi6 system works well and I am able to access the internet.  Just app is not connect...
UncleBrett's avatar
UncleBrett
Guide
Oct 14, 2020

Sorry you also experienced this. The solution I found was posted from other users here. I had to do two things:

1. Delete the Nighthawk Netgear app from my iPhone so that only the Orbi Netgear app remains.

2. When the Orbi app asks you to TRUST your device, say "NO" to continue to facial recognition prompt. Say yes to use facial recognition.

 

Not sure what error, if any, you're getting, but the above is what worked for me.

belsbury's avatar
belsbury
Initiate
Nov 02, 2020

Thank you, I had reinstalled the app several times without success. Uninstalling the Nighthawk app allowed the Orbi app to immediately find and connect to my router again. 

  • 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

     

    • riranmanesh's avatar
      riranmanesh
      Aspirant
      Apr 12, 2021
      Hello,

      My app no longer connects. It keeps saying can’t detect product. Internet works fine. Just can’t control anything via the app. Rbr750.
      Serial number 6AF50B7KA79A6.
      Used to work just fine. Any help would be appreciated. I’m using iPhone X but also tried an iPad without success.
      • Lenn0rt's avatar
        Lenn0rt
        Aspirant
        Apr 20, 2021

        Can't choose RBK852 above here, but having same issue. even without Cellular on...

  • Christian_R's avatar
    Christian_R
    NETGEAR Employee Retired
    Nov 11, 2020

    Hello Orbi App users,

     

    We released iOS Orbi app v2.7.0.28 recently. We recommend updating to the latest app version along with updating to iOS 14.2 if the update is available for your iOS device. 

     

    Regards,

    Christian

    • Papasmurph's avatar
      Papasmurph
      Aspirant
      Nov 11, 2020

      Hi Christian

       

      I have updated Orbi firmware to 2.6.1.40 as not in US region but its the latest and also updated my IOS to 14.2 but alas I still have same issue. Had a call from Netgear technician yesterday and it was he that notified me about new Firmware and we updated. He saw the problem first hand after the update and he is taking it back to experts in Netgear.

       

      Regards

      • Christian_R's avatar
        Christian_R
        NETGEAR Employee Retired
        Nov 11, 2020

        Hi Papasmurph, 

         

        Thanks for getting back with an update. Please continue to work with our support team regarding the issue. In the meantime, may you tell me the current Orbi app version you have installed. We released a new iOS version yesterday. 

         

        Christian 

    • chipmunkchan's avatar
      chipmunkchan
      Aspirant
      Nov 11, 2020
      Christian_R wrote:

      Hello Orbi App users,

       

      We released iOS Orbi app v2.7.0.28 recently. We recommend updating to the latest app version along with updating to iOS 14.2 if the update is available for your iOS device. 

       

      Regards,

      Christian

      I just updated the app to 2.7.0.28, and still receiving the same error message.

      • Christian_R's avatar
        Christian_R
        NETGEAR Employee Retired
        Nov 11, 2020

        chipmunkchan - May you provide the following info for us. 

         

        Orbi Model:

        Orbi Firmware Version: 

        iOS 14.2 installed: (yes/no)

        Local Network Access enabled: (yes/no)

        Do you have the Nighthawk app installed on your iOS device: (yes/no)

         

        Thanks,

        Christian 

    • prabakarm's avatar
      prabakarm
      Tutor
      Nov 24, 2020

      Hi Christian_R 

       

      I started to get the "Issues connecting with the network" problem again on the app.  I tried to reinstall the app.  Model and other details below.  Is there a resolution to the problem?

       

      Orbi Model: RBR750

      Orbi Firmware Version: 2.7.0.28

      iOS 14.2 installed: (yes/no) Yes, version 14.2.1

      Local Network Access enabled: (yes/no) Yes

      Do you have the Nighthawk app installed on your iOS device: (yes/no) No

       

      Thanks,

      Prabakar.