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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
I've also dm'd my SN. Please let me know when the patch is sent out and thank you for your help!
Glad I bought my Orbi at Costco, it's going back tomorrow. If I have to rebuild my network anyway, I'll do it with something different. This is just unacceptable, for an issue that's this big and affecting this many people to go un-fixed for this long, and barely be communicated about, except for poor ChristineT's valiant efforts here. Netgear is able to spam me regularly with marketing material, and to send me useless security reports, you'd think they'd be able to email me to give me updates on my broken system.
- jcfergus I just HAD to have my Orbi last July, that day! Costco was out of stock online and in-store in my city, so I took the massive gamble and leap of faith that is purchasing something at Best Buy. Of course, now that I'm outside of the 10 day (or 30 day) return policy I know I'm SOL. Speaking of Netgear, every time I try to reload this thread I get "unauthorized to view" or something which then directs me to Netgear's new WiFi 6e mesh system. đ€Ł I've been purchasing Netgear products for myself, my family and clients for 20 years. This situation has upset me to the point of ceasing doing business with them, from personal to enterprise solutions, simply due to one thing: communication. They have tasked one employee (Christine) with handling this issue across at least 2 channels (this forum and Reddit), while engaging with their customers in no other way. No emails, no official guidance, nothing. I will give them until Monday to have some sort of direction with this situation figured out, and then I will have to take my little SMB with about 40 other SMB clients elsewhere. Simple, brief acknowledgement with a plan of attack and recommendations is basic customer engagement. If they really have all of their resources focused on maximizing profit and marketing without buffering their installed base, why would anyone want to do business with them? And, if you have read this far, check into the FTC and FCC - the FCC is starting to consider wifi all in ones and Mesh systems in the same category as ISPs ... a few FCC complaints may be what Netgear needs to wake up. Best to you all. â€ïž
