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Forum Discussion
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! 😉 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
Hello Orbi Community,
We have been working around the clock to provide a fix that does NOT require a factory reset. We have developed and confirmed the success of a fix on several internal units that were in this same state.
Jroach - Would you be willing to send me your serial number so we can push the fix to your system?
Anyone else that would like the fix pushed to your system, please private message me with your serial numbers.
I'll provide an update once the fix has been pushed to the group.
Best,
Christine
Hello Orbi Community,
Thank you to those of you who have provided serial numbers. We have pushed the fix to your systems and ask that you reboot your system at your earliest convenience. Please note, that your system may take several minutes to fully boot up. Once rebooted, please let me know if the issue is now resolved and can now access your router via the Orbi app and web user interface.
Warm Regards,
Christine
- Success. It’s working.
- I’m able to log in but this is what my device list looks like
Yep, 2nd reboot brought back the device list!
- Can I please message you my serial number?
- Thank you… sent
Rebooted. Can access Orbi via web browser on a wired computer, and on the Orbi App on iphone
All looks good except it seems that my device names are no longer showing up.
Jerry
I have shared this information with engineering and they will investigate this issue further but have not been able to replicate it at this time. Please monitor your connected device names over the next hour or so and let us know if the issue resolves itself.
Kind Regards,
Christine
- Just got home and rebooted the router and restarted my iPhone and Orbi app but seeing the same issue. WiFi works and satellite devices are accessible but the main router says it can’t be found (even though it’s clearly working).
- Just sent you my serial number Christine! Thanks!
I SENT YOU MY SERIAL NO. PLEASE SEND FIX. THANKS.
- I sent you private message with my serial number. Can you please confirm you got it ?
Hello, we just discovered today that our Orbi 750 system is suffering from this problem. It seems as though you have taken serial numbers to push fixes to impacted devices. I am not able to do a factory reset due to a complex configuration that I am not sure was backed up recently. Can you please help with applying the same fix that has helped others resolve the problem?
Hello…I’ve already factory reset my Orbi RBR750 not knowing that I could’ve had you push out a patch to fix the bad firmware issue. Since factory resetting the router and satellites, some of my devices are not holding on to the Wi-Fi signal like the used to, especially my MacBook Pro, iPhone 13 and Nvidia shield. If you send out the patch will this help my situation? I can’t update the firmware as well because I keep getting an error message. Thanks in advance for any help you can provide. Kevin
