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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 private messaged my S/N so you can push the fix. Could you please provide a time frame when this will be done or let us know about any other notification about the same?
Thanks.
I also donât know if the fix was pushed to me. Iâve been away the last few days and still nothing works. When I got home today, I did a power cycle of my router and still nothing. Christine, how are we to know if we got that push? And, should I simply power off the router, then back on or should I also reboot my Netgear Modem?
Hello, jkk4_1998 et al.,
Sorry for any confusion. If you sent me your serial number within the last 24 hours or so the update has not yet been pushed to your system. We found that the original patch was lacking in some minor areas based on feedback from the customers who received it. We are working on a way to push an improved patch/update and have it fully recover the system without requiring action on the part of our customers.
I hope to have another update this evening. đ
Best Wishes,
Christine
Sent Christine a PM with my info. I called support and they told me 90 day support windows is up lol. Not sure its fair that I have to get support on something you all broke. Hopefully something can be done quick. ChristineT
I hope this is a PMâŠI can access my Orbi app after most recent update.
The problem I have is wireless signal slows to less than 100 everyday, unless I reboot Orbi RBK50 router daily. ISP is Comcast 1.2GB, and I have confirmed internet speed at 937 with Orbi App.
NetGear phone support has been worthless, having spent hours on hold, being passed from one wrong department to another, and then being disconnected while on hold.My S/N is xxxxxâŠ.. I hope you can help me.