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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
Mike, Thanks for the email. I'll send one now.
I will also look for an email of somebody in the org higher up so we can let them know. Often the C level execs are in the dark and don't realize they have a problem.
Ditto - email sent. I will send another to anyone else you all identify.
I sent an email to David Henry. He is the President of Connected Home Products.
If the email doesn't bounce in the next 15 minutes, I'll post the address.
++Updated
Hello Orbi Community,
Christine here! Thank you all for your contribution to this topic.
We are aware of an issue affecting the Orbi RBK85x and RBK75x Series Mesh WiFi 6 Systems. Some customers can no longer access or manage their Orbi systems through the Orbi app or the web user interface. WiFi and core routing functions are not affected, and connected devices can still access the Internet normally using wired and wireless connections. However, both Armor and Smart Parental Controls are temporarily disabled.
Several customers have reported that a factory reset resolves this issue.
We are working to understand the root cause and identify an alternative recovery method that doesnât require a factory reset. For immediate access or to restore Armor or Smart Parent Controls (SPC) services, we recommend performing a factory reset. For detailed instructions, visit How do I reset my Orbi WiFi System to factory default settings?. After resetting your Orbi system, you must also manually reactivate Armor or SPC services. To reactivate, launch the Orbi app and tap the Armor or SPC tile, then follow the prompts.
We will continue to provide updates as we learn more.
I truly appreciate your patience,
Christine
Hi ChristineT - Thank you so much for chiming in! Glad to hear that Netgear is aware and working on a fix. It may be too early to say, but can you confirm something: When the fix is in place, will the router update itself and will the UI become available again? Or will we still need to perform a factory reset? Many of us are trying to avoid a reset because we have customized settings and configured static IPs that we do not want to lose. Thanks!
Netgear if you are reading this.....The new Orbi app update for the iPhone last night 5/12/22 did NOT solve the problem!!!!. Orbi app version 2.17.0.171. App still not able to connect to router.
Error message......"We can't find your Orbi". Fix it please!!!