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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
annoyedNGcust has it exactly right. This is not just a failure in technology, this is a failure in customer relations. As a 20+-year software developer and infosec engineer, I know the kind of things that are probably going on behind the scenes here, and have been in the throes of them myself, so don't envy ChristineT her position at all. Competent management would have spent 2 hours building a web form that people could use to submit serial numbers directly, instead of having to go through Christine's DMs. Competent management would not have a message at the top of the forums saying "We are working to resolve an issue that is preventing some customers from accessing the Orbi app or web interface for the Orbi RBK85x and RBK75x. We are investigating this as the highest priority and will provide updates at Status.NETGEAR.com " when status.netgear.com says nothing about this besides "some systems are down". Competent management would not continually give "48 hours" resolution times, but then reveal elsewhere that it may be "weeks" before the update actually happens. Competent management would not rely on their users searching reddit to find out that they're not the only one with the issue.
I bought Netgear because I've been burned by other major router companies, and tolerated the uselessness of Netgear's "security" (ok, so there's a security issue with one of my connected devices - you gonna tell me what that issue is??), and the limitations on functionality (like not being able to disable or schedule automatic updates - love it when those hit in the middle of a work day), but really, enough is enough.
Hello jcfergus ,
Thank you for sharing your suggestions and concerns. I will share it with the appropriate audience.
Kind Regards,
Christine