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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
I am having a similar problem. The issue began after I re-powered on all of my networking gear.
All wifi devices are connecting to the router and have internet access.
However, the Orbi phone app says "unable to connect to router".
Also, accessing the webportal through 192.168.1.1 gives me "refused to connect" error message.
Orbilogin.com also fails: it's the same "refused to connect" chrome browser error message.
In both cases, I am not able to even get to the actual login screen to enter any credentials.
I can ping the router successfully.
I have a RBR750 with 3 satellites.
Firmware 4.6.5.14
Spectrum ISP
Modem connection is good from ISP. Ethernet from modem to router.
It seems like this happened after the re-powering. Yesterday I had a regular Netgear Armor alert and I opened the app to read it just fine. So it was working as recent as yesterday.
I repowered everything in sequence: Modem, Router, Sat 1, Sat 2, Sat 3.
All devices in the house seem to have connected just fine. I have a PC connected to a satellite via ethernet and the PC has internet access. So I am assuming the satellites are connected to the router. No LED indication of issues with the sats or the router.
The network was powered off because of some electrical work in the house, so i unplugged everything prior to the power going off. Then plugged all back in after the power was restored.
Hoping a factory reset is not necessary.
Any thoughts on what is happening?
I have the same set up as you. My PC and mobile devices all connect to Orbi wifi and the internet but get same messages as others reported here and can't get to admin site. Additionally, I don't see the 2nd satellite from my apps. Since everything is 'working', I don't want to do a factory reset but will if that fixes everything. Have there been any updates in the last week? I'm out of the warranty and support period so I hope that Netgear isn't just messing with those without paid support.
Hello DDT1960 ,
We are slowly rolling out a fix that has received a lot of positive feedback that it resolves this issue. Please send me your Orbi model and serial number and I'll submit a request for your system to get the update in this next deployment.
Best,
Christine
Christine,
thanks for the quick response. I have the RBR750 with 2 satellites.
My serial number is xxxxxx
Since everything is 'working', I'll wait for the fix before resetting anything.
Thanks again.
Never send your S/N publicly. Youâre just asking for trouble. Send as PM only!
Hi ChristineT -
I sent over my serial number via private message the other day but have not received the fix yet. Can you please assist?
Thanks,
N
Hello
Just discovered that I have this issue...and found this forum where others are experiencing the problem as well. Has a fix been identified and if so, can someone point me to it? There are 10 pages of comments and replies and I would prefer not to have to read through them all to figure it out.
thanks!
- Hi Christine, would appreciate a push to mine. Sent you a message as well
Thank you for the private messages. I have received confirmation that the fix has been deployed to the people who have messaged me between last night and now with the exception of DrChuck and pbojja which is still pending.
Things we've learned:
- It can take up to approximately 5 minutes after it's fully booted up to be ready for testing.
- If your app was previously open be sure to force quit the app to clear the cache
- Connected Device Names may show "NA". A second reboot seems to resolve this issue (waiting for a bit may also allow the list to recover on it's own but we don't have any confirmation of this)
- If you have an active Armor or Smart Parental Controls subscription you'll need to reactivate them via the app.
- There is a separate (unknown if it's related) issue that appears to have similar symptoms when attempting to connect locally to the router. Connecting to the router via Access Anywhere should still work. A known work-around is to open the Settings app > Select Apple ID > iCloud > Private Relay and toggle it off. (We are aware of this issue and still investigating)
Please let me know the results of your testing.
Kind Regards,
Christine