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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! 😉 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
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 doesn’t 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!
All FW version beyond what she linked to were removed so there's nothing that would be auto updated.
I believe they've probably turned off the auto update system for now.
_Mike wrote:
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!
FURRYe38 and ChristineT , I believe the question that _Mike asked is the one that I too have. Namely, if NG is successful in engineering a fix that will NOT require a factory reset and assuming that the fix will be to the RBR's directly, how do you think it will be applied? If it's not a push update to the router (i.e. the equivalent of an auto-update), how would the fix be administered? Using the Orbi app someway?
I know the fix does not yet exist and there may be no way to know the method that might be used, but just trying to understand how we'll regain functionality (other than a factory reset). Further, how will we be notified what to do?Thanks.
It's nice to hear directly from NG that they're aware and working on a solution, hopefully it won't take too long. I'd like to give NG the benefit of the doubt but I also can't reason how such a huge bug wasn't caught during the testing phase, let alone got forced pushed on all users. Like in testing, what's the FIRST step you do after installing a new firmware? It has to be logging in the admin page, right? How can the failing of connecting to the admin page not discovered in testing? ..... This is plain sad.....
Hello Orbi Community,
I'd like to share that based on all of the great feedback we've been receiving, we have an opportunity to optimize the patch and have decided to focus our efforts on this next iteration of the patch instead of continuing to push out the original patch. Based on some of the feedback, people have had to reactivate their Armor subscriptions along with taking additional measures to recover the Connected Devices list. We are working around the clock to continue the momentum in resolving this issue and hope to have the next patch available within the next 24 - 48 hours.
For the people that have received the first patch, you will automatically be included in the 2nd round so there is no need to spend a lot of time customizing the names of your devices at this time. Hopefully, the original values will be recovered successfully.
For those who haven't received the patch yet, please continue to send me a private message with your serial number and I'll ensure you're among the first to get the second iteration of the patch.
I will temporarily mark this as the solution so our Orbi community can see this update easily. I'll provide another update once I have more information on the progress.
Warm Regards to all!
Christine
Private messaged you the SR#, Please push the fix.
- Hello - I’m receiving the same error. “We can’t find your Orbi” and I’ve reset the router several times including deleting a work app on my apple products that I thought could have been interfering with the router. What is your ETA to get this resolved? Thanks, Pat
- Pat, you really need to take the time to read other posts. This is a big problem and Netgear is finally working on a fix. All you are doing is adding to the chain and making it longer and longer. I don’t mean to be rude, but read first. Believe me, just about everyone is in the same boat!
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?
Thanks.
I also don’t know if the fix was pushed to me. I’ve been away the last few days and still nothing works. When I got home today, I did a power cycle of my router and still nothing. Christine, how are we to know if we got that push? And, should I simply power off the router, then back on or should I also reboot my Netgear Modem?
