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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
Hello Orbi Fam!
Thank you everyone for your participation! Thank you all for sending over your details! I have received over 100 new requests to be added to the next round of updates. Although, I may not have responded to you directly please know I'm working in the background to ensure your systems get the patch as quickly as possible. With enough positive feedback, we are aiming at a general release in the upcoming days.
I'll be back in touch soon.
Cheers,
Christine
I likely am speaking for many of us frustrated Netgear customers by first applauding @ChristineT for bravely facing countless customers and trying to help them recover from this incident. She has been a beacon of customer obsession, as I've seen her on here nearly 24x7 the past week since this incident started.
I also, like many of you are likely wondering, I am also confused why Netgear leadership is so cowardly in how they are handling this incident. Why let @ChristineT go it alone? Where is upper leadership and why are they not posting a recurring GA production restoration status every 4 hours or so?
Full transparency, I am a technology executive for a major financial institution. If my organization were to encounter such a widespread, customer impacting incident, we would not be sitting idle letting one sacrificial lamb support staff try to go it alone, collecting Serial #s and trying to put out a 3 alarm fire with a dixie cup of water (which BTW people, please stop posting your S/Ns on a public site... that is a treasure trove piece of intel for a bad actor to use to try and attack your environment later).
If such a large customer impacting event were to occur, it would be all hands on deck, all other production work would stop until operations was fully restored. Executives would be calling customers, putting out social media and other alerts every X hours to keep the customer base abreast to when their coveted business would return to normal.
Granted, Netgear is not a G-SIFI nor will the financial system be disrupted b/c our home routers are not functioning... but the principles of customer service should be the same (plus, i imagine some customers are relying on their Orbi routers to support their businesses and livelihoods).
So @ChristineT , please take this back to your management. Ask them to stop hiding behind you. Have your CTO or COO get on this thread. Have them give us updates every 4-6 hours until a fix is applied (not this serial # beta test fix), and functionality is restored. We all paid good $ for a high end home mesh wifi system, and expect it not to crash for no reason.