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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! 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
Thank you for attending to this. Please note that I have found the community and Netgear tech support to be wonderful.
I respectfully submit the resolution has not yet discovered. I have the need for the best and most reliable internet possible. My issues with the RBR850 are well documented here. While Netgear created a return authorization case, they never followed through.
From a sense of desperation and continued faith in Netgear, a purchased directly from Netgear the new RBRE960. Briefly stated, same issue. I have now lost over $2,000.
The tech support has been wonderful. After two weeks and approximately 15 hours on the phone, I was upgraded to level 2 and told I would be contacted within 48 hours.
It is now more than 96 hours since the "we'll get back to you" call. In a fit of frustration and desperation I purchased a mesh unit from a competing company. I had actually set up a dedicated work station to address the Netgear issue. I used it to assess my progress with the competitor's router. So far, it has functioned without incident for over 72 hours. While this has not passed the test of time, it has worked longer than either Orbi.
Currently I have a malfunctioning Orbi RBR850 and a RBRE960, sitting in my home office. I have lost faith with Netgear products and their product support and warranty. I had been told on previous occasions that the issues were resolved.
I don't believe they are, and I have lost business due to my multiple internet failures. I am not angry, just disappointed with a smidgen of feeling victimized.
I respectfully submit the resolution has not yet discovered. I have the need for the best and most reliable internet possible. My issues with the RBR850 are well documented here. While Netgear created a return authorization case, they never followed through.
From a sense of desperation and continued faith in Netgear, a purchased directly from Netgear the new RBRE960. Briefly stated, same issue. I have now lost over $2,000.
The tech support has been wonderful. After two weeks and approximately 15 hours on the phone, I was upgraded to level 2 and told I would be contacted within 48 hours.
It is now more than 96 hours since the "we'll get back to you" call. In a fit of frustration and desperation I purchased a mesh unit from a competing company. I had actually set up a dedicated work station to address the Netgear issue. I used it to assess my progress with the competitor's router. So far, it has functioned without incident for over 72 hours. While this has not passed the test of time, it has worked longer than either Orbi.
Currently I have a malfunctioning Orbi RBR850 and a RBRE960, sitting in my home office. I have lost faith with Netgear products and their product support and warranty. I had been told on previous occasions that the issues were resolved.
I don't believe they are, and I have lost business due to my multiple internet failures. I am not angry, just disappointed with a smidgen of feeling victimized.
I have been with Level 2 support for a week with no resolution. Add insult to injury the support says my router is not the one that is getting patch release so far and she has no idea when I will get it. A supervisor is not available because all them work from home. This is a worst company with highest costing router.