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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 your Orbi" and never connects. 192.168.1.1 from my PC gets me a ERR_CONNECTION_REFUSED. Scanning 192.168.1.1 for ports shows that port 53 (used for DNS) is up, but not 80 or 443 (used to serve the web UI). My internet connection is still working, but I have absolutely no way to access the router UI to change any settings now. I am not sure if this coincided with a firmware update or not because I have no way to check what firmware the router is on. And yes, I disabled "Private Wi-Fi Address", "Limit IP Address Tracking" and "Private Relay" on my iPhone. Disabling those settings has not helped at all. I've power cycled the router a few times too, that hasn't helped either. Now I've reinstalled the Orbi app. When it gets to "Detecting Product" I get "WiFi Not Detected" even though I am connected to the Orbi's wifi. Going through "Connect via Anywhere Access" is fruitless as well. It shows my Orbi with the model and serial numbers (I assume this is stored in my NetGear account), but shows that the Orbi is disconnected. I also have no access to orbilogin.com, I get the same ERR_CONNECTION_REFUSED as when I go to 192.168.1.1. What is going on here???
**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
653 Replies
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- Exact same issue. Was hoping to avoid a factory reset but guess I’m going to have to do it. Additionally, at the same time my starling home hub and hue bridge became unreachable. Sigh. Beyond frustrating that a firmware update lead to this.
- Same here - don’t want to factory reset. Do you think this can be repaired on their end or is a full reset going to be necessary? 192.168.1.1 doesn’t work.
- Might be fixed with a new firmware update but who knows how long that will take - just went ahead and did the factory reset and everything is back to normal now.
- Same issue. I really don't want to lose all of the customizations I made to identify every single Mac address that ever hit the router. This sucks. One would think that whoever rolled this change out woud have some urgency to fix it. Is Netgear even acknowledged the problem? What a waste of $1,000.
- Let’s not even mention their lack of support after a year unless you pay extra for it. Unreal.
- Last night my RBR750 rebooted and has done the same thing as everyone else's products have done. No access from web, app, direct, or remote access to the management interface. Must have did an auto update. Anyone else find a fix, besides factory reset? Don't want a factory reset as will need to reapply all VPN info on remote eq. NETGEAR IS CRAP. Never use their equipment for a business.
Same here,
I haven't changed anything, and it's been at least a week (I think), since I used 192.168.1.1 to log in. I went in yesterday to check stuff, and having the same issue.
They must have pushed something in the last couple days that broke it. I did everything listed in this thread, and everything connects, but can't get to router. I have everything locked down tight, and if I can't attach my wife's new iPad coming this week, I'm going to pay a hefty price (I have everything MAC address locked down).
I don't want to do a full factory reset and lose all my customizations either...
This is a pretty bad bug.
QQ - Has anyone that did do the full factory reset try cycling the power to the router again (after the reset and set up) to see if the bug repros? I'd hate to think that if you lose power to the router after reset it does the same thing...
FYI:
For Orbi app and Apple users.
Factory reset and setup from scratch using a wired PC and web browser should bring back the RBRs web page access if you can't access the web page on a PC.
- ^ Apple introduced that a little while ago and there have been no issues until now - clearly this is a firmware bug as a factory reset resolved things without touching my iOS or MacOS settings. Also this bug isn’t just limited to the apps but also browser access via local IP address. Honestly shocking Netgear has not addressed this yet and refuses to help people without paid-for customer support.
Yes. Once NG gets a fix they usually roll it out in short order.
No. As jono-a says, it's a NG device internal issue, and has nothing to do with your Internet Connection.
An ONT is the device that changes your Fiber line into Cat5/6 for you to use on your network.
TLDR: The Device that changes Fiber to Copper.
- Another observation I currently seen during this no access to the management interface, is it appears the RBR750 reboots every 12 hours now. This is seen when all devices drop network access and the white blinking ring is seen. Any one else seeing a similar behavior?
Thanks everyone. Had a similar problem a few weeks ago with Insteon and made the mistake of a factory reset. Turns out the company went out buiness and I can't get into the hub again. So I won't do a factory reset here and will wait for hopefully a fix soon from Netgear.
Very frustrating, but glad it was not just me.
Thanks again and look forward to the fix
Good call, I did a factory run reset on my Orbi RBR850 and and I cannot even bind to tcp/80 or 443 for http/https by binding to the router's IP address. Now I am left with a crippled Orbi router that is using a default ssid that I cannot change. I had to roll out my old circa 2009 Asus to handle traffic while this issue gets fixed. I'm looking at a $700 mesh system that is now basically e-waste unless there is a fix for this.
Try accessing the RBRs web page at 192.168.1.1 using HTTP in MS Edge, FireFox or Opera.
Gdmann wrote:
Another observation I currently seen during this no access to the management interface, is it appears the RBR750 reboots every 12 hours now. This is seen when all devices drop network access and the white blinking ring is seen. Any one else seeing a similar behavior?Yes but when I go to 192.168.1.1 I get my Verizon router not the Orbi
Thanks for posting.
These reboots also started on my RBR850 this month as well.
Same problem here. Not sure when it started but found this thread when I couldn't access my orbi 750 thru app or PC. Bookmarking it now for solution.
I gave my serial # to Christine at support. It was fixed overnight.
Any update from NG? This is pretty frustrating.
"Please reinstall Windows 95"
For those who did the factory reset, how did you get it to work again? When I do the factory reset, the LED on the front of the router stays solid white seemingly forever (solid white indicates that the router is restoring the default settings). When trying to set up the router again in the app, the app STILL cannot find the router, even though I am connected directly to it on the default SSID of ORBI18. What am I missing?
I can't seem to edit my previous comment. I figured out how to get the factory reset to work. You need to have your phone forget your network(s) first. By network(s) I mean both the SSID that you want to use (presumably you will set up the same SSID again after factory reset) and the default SSID of your router (your phone probably still remembers that network from when you set up the router the first time). Forget BOTH of those, then go through the factory reset process. If you don't forget those networks, your phone will fail to connect to them during the setup process in the app.
Same issue here. I REALLY don't want to factory reset my router because I have configured dozens of static internal IPs.
I saw tons of similar complaints in the app reviews in the Apple App Store. Netgear is actually responding to those, but only giving generic troubleshooting steps that have nothing to do with this issue.
- Adding a BIG, FRUSTRATING Ditto to this. WTH Netgear? Surely you cannot expect us to factory reset to fix this. We all would like to know what you are thinking to address this.
- Honestly, their lack of simply addressing this issue publicly and their attempts at making you pay for support to fix an issue that they caused has made me firmly decide to never purchase a Netgear product again. I did the factory reset shortly after this issue appeared but the next time there’s a problem I’m moving on and never looking back. Truly shocking customer service and professionalism.
