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Forum Discussion
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
Sent PM to ChristineT. Crossing my fingers to be included in the next push. Don't want to factory reset and lose my custom config.
EDIT: I've also attempted to open a Support Case with netgear but my "complimentary support" expired last October. FANTASTIC. There's some "superuser" going around posting and telling people to contact support as opposed to PM'ing the admin here but how can folks like me do that without paying for premium support for an issue caused by Netgear themselves? This is frustrating and should not have happened in the first place.
Hello EmWhyKay44 ,
I'll make sure we take good care of you here in the community. 🙂 I received your serial number and will request the update be pushed to your system overnight tonight.
Warm Regards,
Christine
ChristineT can you confirm if you got mine?
- Christine
I pmed you couple days ago with my SN and I have not heard back. Please advise if you got my message Hi ChristineT -
I have also PMed you with my serial number a couple times now. First, for the first beta patch and second, for the most recent one. However, I have not heard back on whether you've received it and if it has/will be pushed to my router. I'm operating my business out of my home so this is a pretty critical need for me. Can you please confirm?
Thank you so much,
N
- Many thanks ChristineT.
Hello jvcjbl ,
I have confirmed your serial number was among those that should have received the update. Are you able to access the router settings as of this morning? If not, please reboot and let me know the results.
Best,
Christine
ChristineT I can access the app but now none of my devices are there when I select devices. see screen shot
Hello jvcjbl ,
May I ask you to force close the app and reopen it to see if that resolves the issue?
If the issue persists please submit a bug report.
How to report a bug on the Orbi App
Please also visit: routerlogin.net/debug.htm and let me know the value you see next to SeAL
Thank you kindly,
Christine
- ChristineT same issues. Big reported. Sees all my devices that I have on the new work on the number below the thumbnail but clicking on it gives the error that screenshot. Rebooted phone a few times. Online access doesn’t recognize password. That’s been an issue since day 1 so I can’t confirm if that works or not.
Hello jvcjbl ,
Sorry to ask for a bit of clarification here, but did you force quite the Orbi app?
Apple - Close an app on your iPhone
Android - Find, open & close apps on Android
Thanks,
Christine
ChristineT Yes I'm familiar with how to close an app on the iPhone. I have tried multiple time, and what I can get in now to the app. The device list doesn't populate and instead gives that error. The devices populate as expected using the web interface. Honestly the web interface has been weird for me. It's never accepted my password and always told me it was wrong. I could turn right around and use the same password on the iOS app and it work just fine. I'd let a few mins go by and try the web interface and it would just login without any prompting for a username or password. Next step. I guess is to delete the orbi app and reinstall as a hard reset of my phone didn't fix the issue
00_Jenn I've reset the password through the web portal 10 plus times and it's the same song and dance. 90% of the time the site just loads without prompting to sign in. When it prompts to sign in, it doesn't accept the password at all. If I wait a minute or two and refresh the site it just lets me in. Honestly the website has been garbage in this regard since day one. The app is ok but annoys the hell out of me. I get 660+ alerts from one of my smart dimmers Bitdefender is annoying as hell. Constantly alerting me of items that need to be updated for firmware. I have a $5000 home theater receiver that alerts me almost daily for vulnerabilities and it needs a firmware update. The firmware is 2 weeks old. LOL
So annoying!
I am still having the issue that it won't EVER remember my info no matter how many times I check the box. And yes, occasionally it just lets me in with no authentication at all. Awesome. I expect the password ghost will resurface eventually, it's just busy bothering other people right now.
ChristineT still not working on the app. Clicking on devices gives the error that's been mentioned a few times on here. Web Defender doesn't work either.
I guess the patch push didn't include my router last night. I still can't connect to the router or other devices with web interfaces via local network. The app still isn't able to connect either. Maybe tonight?
Is anyone else other than ChristineT working on this? Community engagement has been all on her shoulders and I can only imagine the burnout she's probably experiencing.
NOT A GOOD LOOK NETGEAR.
