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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! 😉 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
Agreed! I though I was replying to just Christine. Now I can’t delete my post. #notlovingnetgear
Fix that Christine pushed to my router last night worked to restore access via the app via my Android phone. Most of my connected items appear as they should on this list, with only 6 that still just show up as generic Network items that I have to track down. (I think that two are TVs, and I think the others are Fire TV sticks.)
The only remaining issue is that the app no longer recognizes that I have an active paid Armor subscription. This glitch did not clear overnight. How do I get that corrected?
The only remaining issue is that the app no longer recognizes that I have an active paid Armor subscription. This glitch did not clear overnight. How do I get that corrected?
I DM'd for the fix - any idea how long (being that it's Sunday) I'll have to wait for it?
- Real stupid question how do I do hen?
Hello All,
I am submitting the next batch of serial numbers and will attempt to get an ETA on when the fix will be deployed. Please stay tuned...
Glad to hear your system is back up and running! I'll let our engineers know about the Armor issue asap and let you know once I have an update for you.
Best,
Christine
- Hey Christine,
Sent you a PM and have a couple previous posts with images. This fix introduced bugs where I can’t see my devices or connect to Anywhere Access anymore. Can you look at my posts and errors and let me know how to proceed? Not sure if this would help you but here's what I did to restore access anywhere after the "fix".
While connected to your WiFi, in the Orbi settings, turn OFF "enable anywhere access". After you're sure it's OFF, turn it back ON again.
Then try connecting from outside your LAN. Mine worked.
My devices all came back after the 2nd reboot following the fix push.
So at this point, I'm good. Thanks to Christine et al.
Jerry
- I did all that before per your last post on it and now I’m completely locked out from Anywhere Access and Device Manager. I get an error when I try to turn Anywhere Access back on and an error with an error code when I try to go to my Device Manager. I can only attach one photo but my previous posts have both errors attached. I wish Christine would respond.
Hi ChristineT ,
I just sent you a PM to see if I could have the fix pushed to my Orbi system thank you!
+1 for me 😃
Hello EricavH22 ,
Thank you for your confirmation that the fix worked. Please check out this article and let me know if you're now able to reactivate your Armor subscription.
How do I activate NETGEAR Armor on my Orbi router?
Warm Regards,
Christine
- ChristineT -
Followed the article to activate the trial for Armor, and it did restore my paid subscription!
So, it would appear that my issues have been almost fixed. (Still trying to track down 3 items that just appear as "Network".)
Do any of us need to do anything to our satellites, or does the router update fix all?
Many thanks to you for being present on this chat and working to help us get back to normal!
Erica Hello EricavH22 ,
I'm so glad to hear you were able to reactivate Armor. The router fix should be all that's needed along with reactivating Armor and/or Smart Parental Controls (SPC). Can you confirm if the devices that are showing "Network" were given custom names at any point? Were any device names changed from the default value and restored as expected?
Best,
Christine
- I was able to deactivate my armor after following your link (and several Orbi factory resets and Orbi iOS app remove and reinstalls). Back up and running! You can ignore my private message ChristineT about resetting my Armor account
Thank you for pushing the update to my device, but I am glad that my weekend got in the way of me rebooting. It sounds like some have continued to experience problems or needed to do more work than just pushing a button. Some (or at least one) of us are not IT experts, so reactivating Anywhere Access and/or Armor, and having to reconfigure my various Apple devices, seems not only a bit daunting and irritating, but more of a NG problem - or at least it should be...
- Hi Christine
Could you please push the fix pack to my device too. I do have same issues.
I sent you the PM with serial number. Thanks
