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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
So glad Iâm not alone with this issue. Also glad I didnât factory reset and can wait for fix to be pushed out. How will we know when the fix is out?
Hello MastaQ1 ,
Once we have deployed the fix to the general audience I'll post another note here and mark it as the solution. You can also check status.netgear.com/orbi for updates.
Kind Regards,
Christine
- >>All feedback is welcomed and encouraged.
Hi Christine !
Thanks so much for helping us, it is SUPER appreciated.
I had to do a super / 30-30-30 reset early this afternoon. Didn't get too far with support but after a few tries on my own I finally got up back and running. Had to build my network and connect devices again but it was working.
I sent my SN and I believe mine was in the second round of pushes / updates. Since then my orbi restarts about every minute or so. Devices loose their connection. Get an unhappy face at orbilogin
Net and an "error. Not connected" message in red under the internet status
Firmware appears to be 4.6.8.2_2.1.9
Appreciate any ideas or insight you may have !Hello Sagnew ,
Thank you for sharing the details of the issue(s) you're experiencing. Let me take this to the team and see what can be determined.
Back in touch soon!
Best,
Christine
- Reboot fixed problem after I gave you the serial number and update was pushed. HOWEVER, I turned private relay back on after it was working and then I could not connect. I turned private really back off and then it connected againâŠ
If you're able to get to orbilogin.net/debug.htm, please do the following:
- Select âStart Debug Log Capture when booting upâ
- Reboot the router
- Wait until the router is up and running again, go back to the page, and press the âSave Debug Fileâ
Then send me the debug file output for further review.
If you're willing, you can try to factory reset again and walk back thru the onboarding process in the web user interface or app and see if that resolves the issue. Here is an article with detailed instructions: How do I reset my Orbi WiFi System to factory default settings?
Thank you for your continued effort to work with me. I look forward to your next update.
Best,
Christine
>>Then send me the debug file output for further review.
Hello. I have Debug_log.zip ready to send ChristineT (but can not attach a zip file to post now send a file link via PM - I can e-mail it..)
FWIW, I have turned off my satellite, switched to a wirless connection (vs Ethernet) and I am no longer experiencing the restart issue
Thank you for your candid feedback! We have heard this same level of frustration from some of our customers and we take this issue very seriously. I will certainly convey your sentiments back to our product team. Between you, me, the fly on the wall (ok and everyone else here) I do believe we are working to develop a better way of deploying firmware that will mitigate future hardships for our customers. I can't speak about when that solution will be available but I assure you, we are listening!
Warm Regards,
Christine