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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...
**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! đ 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
Same here,
I haven't changed anything, and it's been at least a week (I think), since I used 192.168.1.1 to log in. I went in yesterday to check stuff, and having the same issue.
They must have pushed something in the last couple days that broke it. I did everything listed in this thread, and everything connects, but can't get to router. I have everything locked down tight, and if I can't attach my wife's new iPad coming this week, I'm going to pay a hefty price (I have everything MAC address locked down).
I don't want to do a full factory reset and lose all my customizations either...
This is a pretty bad bug.
QQ - Has anyone that did do the full factory reset try cycling the power to the router again (after the reset and set up) to see if the bug repros? I'd hate to think that if you lose power to the router after reset it does the same thing...
FYI:
For Orbi app and Apple users.
Factory reset and setup from scratch using a wired PC and web browser should bring back the RBRs web page access if you can't access the web page on a PC.
- ^ Apple introduced that a little while ago and there have been no issues until now - clearly this is a firmware bug as a factory reset resolved things without touching my iOS or MacOS settings. Also this bug isnât just limited to the apps but also browser access via local IP address. Honestly shocking Netgear has not addressed this yet and refuses to help people without paid-for customer support.
FURRYe38 - This is not isolated to Apple products, it's clearly a firmware bug for something they pushed within the week.
I have both Android and Apple phones, and the Orbi app reacts the same (can't connect). I've repro'd the bug on Pixel 5a (which was working), Apple phone (which was working), and with my windows PC and my Mac book pro (which both had worked through 192.168.1.1).
I also use a Windows PC every day (which is wired directly to the router), and have been, and the 192.168.1.1 has worked flawlessly for a year until the last few days sometime.I've tried the apple fix on my iphone, and it didn't work, so there is clearly something more going on as other people are experiencing the same bug in the same timeframe.
The linked in formation is to help work around the issue and a temp work around for users using the Orbi app on Apple devices.
NG is aware of the issue and seem to be working on it. In meantime users and try the linked information. If not, you'll need to be patient.
User should still be able to access the RBRs web page using a wireless or wire connected PC or laptop.
IF anyone i having problems accessing the RBRs web page, try a factory reset and setup from scratch with a wired PC or laptop.
FURRYe38 - Thanks for the info you provide, definitely appreciate it.
Before I go through my entire house and 40+ devices to set back up (including my work computers as I work from home now due to the pandemic), it would be good to know if Netgear on any thread acknowledged the issue and stated they are working on a fix? I can't risk waiting (due to work), if I can't get into my router and see if I have connectivity issues during the work day.
If they haven't officially even acknowledged the issue, then we have no idea if they will try to "fix" it or not (without factory reset).
It would also be great to know if the bug repros again if the router is power cycled after factory reset and setup. I'd hate to set up, and then be right back into this position if the power on the router cycles (not sure that exposed the issue, but some people out there seem to think so based on their experiences).
And no, on a PC directly wired, I tried all the login options directly, and it seems that nothing is allowing log in to the router (without going through factory reset, that is).
A factory reset attempt effectively bricked mine until I provided a serial number and it could receive a beta firmware update. Since I couldn't access the app or web pages and the router was in limbo mode I had to rely on an old router I happened to have to get my house back online. I am mentioning this so others don't get stuck in the same situation I was put in by following that advice.
Hello orpyak ,
Thanks for helping out here!! Is your Orbi still in a bad state? If so, let's get a case created for you so our support team can assist you with recovering it. It would also be good for us to learn more about how your system got into "limbo".
Best wishes,
Christine
ChristineT , I private messaged my S/N so you can push the fix. Could you please provide a time frame when this will be done or let us know about any other notification about the same?