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! 😉 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
- Anyone know if the Patch came out?
I'm waiting for my push and haven't recieved an answer yetI messaged ChristineT with my serial number as well. No reply, no fix. I can connect to my router via access anywhere but it doesn't see it online via wifi.
- I did too. But I can't access anything at all. Wifi or cellular
- Has this impacted the quality or range of the wifi for anyone else? My range and speeds are basically cut in 1/4 of what they were, this is beyond frustrating.
scr930, I too am experiencing some quirky/sporadic issues. I'm not certain it has anything to do with the FW failure but the things that I have noticed:
- Wireless cameras that are the furthest away from the RBR/RBS have either disconnected or frequently unavailable: (camera report from the East Side which is the furthest from the router)
Front 1E
- 149 errors
- 41.8% camera uptime
DW 4E:
- 234 errors
- 36.7% camera uptime
Front 2E:
- 98 errors
- 8.9% camera uptime(Typically I see uptime greater than 97%)
- Wireless internet speed is 30% less than advertised. Called provider and they checked the line (several times) and all is good on their side to the modem. Typically see >450Mps.
- This one is strange... Wired connections are 90% LESS (or more). At the time of writing this my speed was 9Mbps download and upload was 8Mps (contracted speed is 500) wired to Orbi.
Again, sporadic.
Thanks ChristineT for the help with everyone. Sent you a PM, would love to get a fix as factory reset will be a miserable task on my end.
While we wait for the fix I wanted to see if anybody knew when the problem started?
nortakales reported it on 5/6 but the "status" page on the banner says the 13th.
Also, under core services it shows that Account Management, Remote Management and Armor are all operational for Orbi.
ChristineT ...it will likely help bringing you extra resources.
Thanks again for your resolve on getting this fixed.
Hi Christine, please confirm the patch has been rolled out to my serial number. I sent you via PM. Thanks!
Please let me know timing on updates: (1) how long if I send you a serial number and (2) when a broad update to all will be pushed any way. I am monitoring a network and need your best estimate on timing. Thank you.
I can now connect to my router via the orbi app from my iphone. Thanks to ChristineT and the team for fixing that issue.
However, I am still seeing that all connected devices are showing as NA.
My router is now running Firmware version 4.6.8.2 and my satellites are running 4.6.5.14
ChristineT - Are the team working on a fix for the N/A for the devices also?
Thanks
Hello Tadders ,
I am glad to hear that you can now connect to your router. Thank you for sharing additional details about the connected device names still showing NA. I'd be really grateful if you can log into your app and go to the connected device list and submit a bug report. Here's an article that provides further instructions.
How to report a bug on the Orbi App
Once you've submitted the bug please reboot the router and let me know if the satellites get updated in the process.
Best,
Christine
I am also not able to access my Orbi via app or browser. The router continues to function with previous settings (and there are many changes). Are updates being pushed or can I request that here?
- Hi there I sent the DM to Christine with the model and serial number, can I get a confirmation that I am on the list to get patched and when I can expect for it to be applied?
Hi ChristineT
I rebooted the router and while I can now access the app, it is showing no connected devices and is giving me an error message of "Sorry, the action failed. Please try again. (code: CDIL-API-FAIL). Please let me know.
Not sure if the seal services should be -2 as well?
Basic Information
Firmware Version: V4.6.8.2_2.1.9
dumaos: v3.0.410
seal: v2.1.5.37-2
seal_services: v2.1.5.12-0
armor-bd: v2.2.100.3
spc-circle: v3.25.0.2
CPU Load: 28.04%
Memory Usage(Used/Total): 345 MB/874 MB
System Uptime: 0 days 00:33:27
Just want to say a big THANK YOU to Christine and netgear community. In the past I have been skeptical about support I couldn't call into. From discovering this issue to finding this thread in this forum to having the issue fixed a day after I DM'd Christine... just outstanding customer support. Bravo!
- Christine, I direct messaged you about getting a forced patch to repair my RBR 850 as I am having the same problems with it as others on this thread. I’m wondering if I should wait for the patch or try to reset my Orbi?
Hello CrybabyKay ,
I am hesitant to make a recommendation here however some things to consider before deciding.
You may consider a factory reset if the following conditions apply:
- Your Orbi configuration easy to set up from scratch
- You have an urgent need that requires immediate access to the router settings
You may consider waiting for the patch if the following conditions apply:
- Your Orbi configuration is highly customized and NOT easy to set up from scratch
- You don't have an urgent need that requires immediate access to the router settings
- The Internet is working as expected
Whichever you decide please let me know if you need further assistance.
Best,
Christine
- Thanks for replying so quickly Christine! I’m going to wait for the patch to come through. Hopefully, it’s pretty soon. My Orbi should be fairly easy to reset but I’m going to wait for the patch as I don’t want to lose the Internet entirely. Thank you, Kay
