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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
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. You’re 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!
I believe we are still waiting for the final fix. Individuals can ask for a beta push if you like
- 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
ChristineT - thank you for your continued work on this issue.
FWIW
- I am now able to access the RBR from my Orbi app and I never rebooted my RBR or the two satellites. I have a bunch of devices listed, but they are all currently showing as "N/A". I have seen the prior messages about another reboot, but I may wait to see if they reappear without further action on my part. I had never named the devices myself.
- I am also able to access the Orbi devices through the web portal. Some of the device names are showing up, but not others. The backhaul status of one of the satellites is poor, but that seems to happen periodically. I am tempted to reboot through this interface, but I'm holding off for now.
Question - since I had to reactivate Armor, does that mean that the network was without Armor protection during this time?
Hello ChristineT - do you have an ETA to share with us when the FW fix will get pushed to Orbi RBR750 mesh wifi systems? Could you please push it to my router when you get a chance -
Serial # xxxxxChristine,
I'm confused with all the messages that I'm receiving. First, how do I know if I have received the fix? Secondly, what are the steps that I have to take once I receive the fix? Are there specific download or reboot instructions to follow? Nothing has changed thus far, that is, I'm still able to connect to my Orbi and have internet but I receive messages indicating that I'm not connected nor see my 2nd satellite.
I have a 750 and can no longer access he app or web login. It looks like this is caused my NG and an update. really don't want to have to go do hard reset. Any help is appreciated.
Thanks
Mark
You'll need to contact NG support or Christine. If you want immediate access, a factory reset and setup from scratch will be needed using a wired PC and web browser at HTTP and 192.168.1.1.
mark0824 wrote:
I have a 750 and can no longer access he app or web login. It looks like this is caused my NG and an update. really don't want to have to go do hard reset. Any help is appreciated.
Thanks
Mark
Ok thanks. Mine is behind my ATT BGW320 so hopefully I don't have to go back into the ATT router and change anything.
Thanks
Hello Christine
Yes I too cannot connect to my Orbi RBR 753S by app or by webpage. So I have no idea how you can push a patch, but here is my serial number: XXXXX. Very disappointed that this is happening, almost feels like my system suffered an intrusion. But your help would be appreciated. Could someone please notify me that a patch was sent so I can see if it made a difference?
T. Chinn
