NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
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 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! š 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
Replies have been turned off for this discussion
A factory reset will be needed and setup from scratch with the RBR and web browser at HTTP and 192.168.1.1. Once the orbi is setup again, for users with apple devices, be sure to disable these features and see if you can access the RBR after it's setup again. https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message
I have the Apple features disabled on my iphone and can access the RBRs web page fine:
- Iām a novice and am trying to be respectful to FURRYe38, as I expect heās volunteering and not a NG employee - but I echo the sentiments above. The time I wasted trying to fix this myself will never be recovered, and it would have been cool to have received a notice of something like āwatch out for the following which may apply to youā¦ā
And this - ā A factory reset will be needed and setup from scratch with the RBR and web browser at HTTP and 192.168.1.1.ā. Is that a position from NG? I mean, blame it on Apple (for something that isnāt new, and not exactly a limited population of users), and then give a āstart overā directive? It really does feel like Microsoft customer support from a different era - āplease confirm your device is plugged in. If that doesnāt fix the problem, please use the 15 3.5ā discs to reinstall Windows.ā WTH?
I agree - Iāve got quite a bit of $ sunk into this system, but my time and irritation is also a cost. Can anyone recommend an alternative? I guess I am a tech idiot, if I do a reset
When I type in 192.168.1.1 on my laptop I go to my FIOS router. Even though I have wireless off on FIOS and I'm connected to Orbi
When I try on my iphone I get the same result
What do you guys mean turn off the apple settings.
Was working great 2 weeks ago...now not and I feel real stupid.
Thanks in advance
Aspier, I feel your frustration. I was able to do a factory reset successfully. I have Xfinity> Motorola cable modem> RBR850 with one satellite. I have at most 16 devices not all are active. My iMac, Brothers printer and Arlo bridge are hardwired to Orbi. Read past post by Nortakales # 62. I don't know how complicated your set up is or how many devices you have. I was able to use Orbi app without turning off the Apple settings in the article posted by Furry. I can now access web interface. Everything is back to normal. Maybe I just got Lucky.
- Same issue for me (with countless others reporting it on my Reddit post). Itās game over for me and Orbi - this is the last straw for me. Itās a shame, because when it works, it works great. When it doesnāt however, it is one of the most frustrating pieces of hardware around.
Having the same issue here too. I really donāt want to factory reset.
Read all this. Worked with chat. They instructed me to delete and reload app. Now I canāt hook up to anything! Not even chat! What is going on? At least the Wi-Fi seems to work. Just canāt access my routerā¦
- Same problem here too. Internet works fine but cannot access router through app or 102.168.1.1. Cannot set up any new devices - ācannot find routerā. Holding out on factory reset. Net gear please fix this soon.
My RBR850 is having the same issue. Very frustrating. Assuming Netflix actually fixes this, can they push a firmware update and have it auto install? Since I canāt access the router from a browser or the app, I wouldnāt be able to install the firmware update lol.
Hoping to just wait it out since the WiFi actually works right now.
- Ugh canāt edit my original post. Rewriting it:
My RBR850 is having the same issue. Very frustrating. Assuming Netgear actually fixes this, can they push a firmware update and have it auto install? Since I canāt access the router from a browser or the app, I wouldnāt be able to install the firmware update myself so hoping that can happen without me having to factory reset.
Anyone know if thatās still possible for Netgear to do or am I outta luck and need to factory reset?- Iām wondering the same thing- from anywhere access it says my router is disconnected (despite me being on my Orbi WiFi).
In the Apple app reviews, Netgear is responding with useless canned suggestions. But they did give an email if anyone wanted more help:
I sent an email yesterday and of course did not hear back. But perhaps if everyone on this thread sends similar emails, maybe they'll take notice and do something about it.
Mike, Thanks for the email. I'll send one now.
I will also look for an email of somebody in the org higher up so we can let them know. Often the C level execs are in the dark and don't realize they have a problem.
Ditto - email sent. I will send another to anyone else you all identify.
Yes, and the canned solutions are really quite a slap in the face. One goes, "in order to restore access to the http interface".., then goes on to explain how to do a factory reinstall. Like c'mon, really? That's just rude.
I think like someone else mentioned that this last FUBAR has also clobbered their remote access and that we will all eventually have to clean-slate install anyway. I am just curious as to how long it is before NG admits this, or if they will indefinitely play games and take us all for morons..
ALL USERs: NG is aware and is working on fixing the problem currently with users having problems accessing the system using Orbi app and web page with a browser. Please be patient.
In mean time, to re-gain access to the RBRs web page, disconnect the RBR from the ISP modem. Turn OFF any RBS. Connect 1 wired PC or laptop to the back of the RBR. Disconnect everything else. Press the reset button for 15-20 seconds then release. Use MS Edge, FireFox or Opera and HTTP and 192.168.1.1. Walk thru the setup wizard here. Scroll own to the bottom of the page and select "Don't have mobile device". This will continue the setup wizard in the browser. Walk thru this and complete it. use same SSID name and password as before. After it completes, reconnect the RBR to the ISP modem/ONT. Check for internet services and connections with your devices.
Be sure to make a new backup configuration to file afterwards:
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Try accessing the RBR using the Orbi app. For those Apple users, disable these before launching the Orbi app:
Furrye38,
thanks for summarizing the workaround again. I'm still waiting for the fix as mine is working and even though I have a back-up I'm not 100% certain it includes all the changes I have made so I'd prefer to wait.
I know your in a tough spot trying to help folks without any guidance from NG. Really appreciate your help.
Hello Orbi Community,
We have been working around the clock to provide a fix that does NOT require a factory reset. We have developed and confirmed the success of a fix on several internal units that were in this same state.
Jroach - Would you be willing to send me your serial number so we can push the fix to your system?
Anyone else that would like the fix pushed to your system, please private message me with your serial numbers.
I'll provide an update once the fix has been pushed to the group.
Best,
Christine
- Awesome. Hope you have it fixed soon then
Daveu ,
If you'd like to private message me with your serial number I can ensure you get the fix as soon as possible. š
Best,
Christine
- S/N of RBR or also RBS?
Hello Orbi Community,
Thank you to those of you who have provided serial numbers. We have pushed the fix to your systems and ask that you reboot your system at your earliest convenience. Please note, that your system may take several minutes to fully boot up. Once rebooted, please let me know if the issue is now resolved and can now access your router via the Orbi app and web user interface.
Warm Regards,
Christine
- Success. Itās working.
Hi ChristineT
Sent you a PM on the same administration connection issue with RBR850 with my SN.
Please advise when the next round of software pushes are sent out so I can restart my router.
Many thanks!
