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nortakales's avatar
nortakales
Tutor
May 06, 2022
Solved

RBR850 We can't find your Orbi

Today my internet connection suddenly dropped while I was working. Upon troubleshooting, I found that the Orbi app, and 192.168.1.1 from my PC, are both no longer working. The app says "We can't find...
  • ChristineT's avatar
    ChristineT
    May 18, 2022

    **Updated 5/25/2022 at 12:00 PM Pacific Time

     

    Hello Orbi Family! 

     

    Thank you all so very much for sharing your experience with us! As previously mentioned, based on the feedback we received after deploying the first patch to a select group of customers, we learned that we had an opportunity to improve the next interaction of the patch. I am happy to say we have tested this patch internally and start to roll it out to those of you who have already submitted your serial numbers. This group includes those that were in the first round so that your Device List and Armor services will be restored without any intervention on your side.

     

    Update: If you've private messaged me and have not received a response, I promise I'm not ignoring you! 😉 As you can imagine, I have received quite a lot of messages. To ensure the patch is pushed out to as many of you as possible, I am focusing on grabbing the information and getting it in the hands that need it to push the update. 

     

    Update: We have begun to roll out this patch in a phased approach. Several of you should have received the patch overnight. You can check to see if you're system received the patch by going to http://orbilogin.net/debug.htm  and confirming the SeAL value shows -2. If you are unable to access this page it means the router has not received the patch. If you've submitted your serial number to me on or before 6 PM last night 5/24/2022, please restart your system by unplugging it and plugging it back in and wait approximately 5 minutes after the router is fully restarted and check again. We have heard a second restart has proven more successful if the router was affected by this issue.

     

    For more information please visit: NETGEAR is rolling out a fix for an issue affecting the Orbi RBK85x and RBK75x Series Mesh Systems. 

     

    Please note: the satellites do not need to be updated at this time and may show on a different firmware version. This is expected.

     

    Please continue to add the results of your experience with this issue so we can look into this further if needed. If this is a new issue after being able to access the router settings please create a new topic for better visibility. Thank you!

     

    Best Regards to All,

    Christine

     

daffinito's avatar
daffinito
Guide
May 07, 2022

The same thing has happened to me today. My internet connection was being unreliable, so I went to troubleshoot by logging into the orbi using the app on my Samsung S20, but it keeps saying 'We can't find your Orbi', 'Issues connecting', 'WiFi Not Detected', etc.


I tried the Anywhere Access feature but that also was unable to connect. I thought maybe if I remove the orbi from the app and re-add it, maybe that would help, but it made it worse. It let me remove it but I can't get it to re-add or detect the Orbi.


So I switched to my PC which is wired and tried:


- https://www.netgear.com/home/services/orbilogin/ - This says 'Looks like you’re not connected to your Orbi’s WiFi network'
- http://192.168.1.1/ and https://192.168.1.1/ - These say '192.168.1.1 refused to connect.'


I also tried from my mac laptop both wired and wireless and got the same responses.


So I ran nmap and the only ports open are 53 and 5000:

 

PORT STATE SERVICE
53/tcp open domain
5000/tcp open upnp


I fully power cycled the Orbi base and satellite, and my modem (Arris SB8200), which fixed my internet issues but I still can't connect to the Orbi.


Was there a firmware update recently? I personally didn't apply anything but maybe it was auto applied?


On my end, I've made no changes since getting the Orbi.