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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
- They have my serial number for days thru my L2 support.
Hello Himshah ,
I am sorry to hear you're still experiencing issues after contacting support. I have taken measures to collect your serial number and will submit it today for the next round Sunday evening. If you need a more immediate remedy please factory reset your router. This is a known workaround to restore access to access and manage your router's settings.
I am happy to work with you directly. Please send me a private message with your contact information and the best time to reach you.
Respectfully,
Christine
Hello,
I sent my serial number to ChristineT
Hoping my RBR750 will be receiving an update soon. My support case was closed without any meaningful instructions.
Here's to hoping...
Hello bytesmasher,
I have also collected your serial number and will ensure your Orbi system is among the next batch to receive the patch. We are continuing to monitor the feedback and making adjustments as needed, so the next round is scheduled for tomorrow night. You can check your system as early as Monday morning. If you are still experiencing the issue, please reboot. As mentioned in a previous response, those impacted by this issue may require an additional restart.
Kind Regards,
Christine
First, ChristineT is a trooper and has been working tirelessly to help people get systems up and running. The following comments are not directed to her.
Your testing team is atrocious. How does the testing team NOT find this problem with the most basic function of accessing your router either by webpage or device app? Also disabling a PAID service (Armor) because of buggy firmware is also a bad thing to miss in testing. People have bought the system, then paid money for the subscription, and you disable the protection and they don't even know about it because you never notified anyone. Yes I am harsh about this, but I have been a software tester for over 14 years, so to see this kind of thing slip through the cracks just pisses me off.
You force an update on your customers, but yet do not let them know in any way that a firmware update was pushed to OUR routers. WE PURCHASED these devices, not rent them. We do not have the option to update them ourselves or to use an auto-updating function. Netgear just assumes that we all want their firmware updates when they decide to push them out. The automatic updating mechanism would be a little easier to stomach if we were NOTIFIED when a firmware update is pushed out. This crap of pushing firmware updates without notification feels like they are trying to hide the updates.
My Orbi 6 is the second mesh system that I have had.l My First Orbi system was solid most of the time, with only 1 satellite losing sync once, and a reboot took care of that. With this system, I had to reboot both satellites TWICE to try to get them to sync. I have also had other issues with devices not showing up and had to reboot the satellite again. All these issues in less time than with the first Orbi system.
One last thing. If Netgear is going to insist on pushing firmware to our systems, have a rollback plan in your firmware. GIVE US, YOUR PAYING CUSTOMERS A WAY TO ROLL BACK FIRMWARE THAT HAS BROKEN OUR SYSTEMS. Yes, WiFi still works, but I have 5 Raspberry Pi's around the house and I cannot access any of them because point to point access within MY NETWORK is broken. Also having a rollback function also helps your customers not to have to endure the hardships of waiting over 2 weeks for your technical team to try to figure out the problem with the firmware when this should have been caught before release is a hardship and leaves a bad taste with YOUR customers. We shouldn't have to hobble along for weeks like this.
Again, ChristineT - you have been a trooper and it feels like your the only one to care about the customers.
CurtTerp I second your points about Pi (or other similar devices), @ChristineT being a trooper, and regression testing.
Curious, you mentioned "Your Orbi 6". On the status page Netgear says: "We are aware of an issue affecting the Orbi RBK85x and RBK75x Series Mesh WiFi 6 Systems,".
Is this wider spread than the Banner on the NG site says?
Jroach Yes the banner is there, but look down and the status items are all green. Now I do understand that it is systems on their end, I was not commenting on the banner, but the systems status. Yes, I could have let that out.
Companies show how much they value their customers by the resources that they put behind a problem. Netgear might have a lot of resources trying to fix the crap that they forced out on people, but as for customer-facing resources, there is only one. By not giving ChristineT any help in this forum to answer questions, help coordinate beta test pushes, and gather information shows how little they value their customers.
Not rolling this back while they scratch their heads on what they broke is another indication of they don't value their customers. I guess they do not have any procedures in place to roll back any firmware when they push crappy firmware out. That is bad policy.
It's still an absolute joke that well after a week since she's started offering help via her DM, that netgear doesn't have anyone else helping her in a meaningful way. I've DM'd ChristineT twice, she hasn't responded publicly or privately, NG has done nothing. This is a huge fail.
"I am going to demand the support money I paid is refunded. I am returning it to COSTCO and demanding them to stop selling this idiot companies product. I just switched back to my old router to visit COSTCO."
Does this mean you are going to stop ranting on this thread? Or are you still hoping for an attorney among this group to take you up on your class action idea?
CrazyEddie:
If I get my support money back and return the router and get refund, I will be gone. It may be ranting for you but many of us have paid hefty cost. I am not resetting all my devices. If an attorney takes up cause, I will be more than happy to join.
- Christine. Can you push the patch to me please?
ChristineT s/n has been sent via PM.
Hi Christine,
Have PM'ed my serial (ending in 0) to you and have restarted my RBR this morning. Still cant access router web admin interface and Orbi app (android or iOS, iOS shows disconnected)
Please have Netgear enable an optional auto update disable function.
-Eric
Hello Retired_Member ,
This is an interesting case. I haven't received any other feedback about it working and then stopped. I'd love to work with you directly. Can you please send me a private message with your contact information and the best time to reach you?
Warm Regards,
Christine
Hi Christine
I PM'd you 5-6 days ago but still no update pushed?
Andrew
ChristineT , so far so good on my 750x 🙂 Thank you.
ChristineT Hi Christine, I sent you a DM with my serial number. I just wanted to see if it was added to the list?
Thank you,
ChristineT Got the pushed fix. I can get to the admin console now.
Only issue is that I can't enable Anywhere Access through the Orbi App. I just get a "Some error occurred while enabling/disabling Anywhere Access" message and it turns back off.
I couldn't see any way to do that through the web console.
Anybody else have this issue?
Doug
Anyone else's internet speed drop following the firmware update patch? Mine dropped by roughly half....any ideas?
I’m surprised that no one has considered that Christine in not one person, that it is just the catch all support account contact.
Thanks, ChristineT
Looks like I received Firmware V4.6.8.2_2.1.9 for my RBR750 last night - Access has been fully restored. I will continue to monitor and will report back any issues.