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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
- ChristineT I sent my SN via PM a couple of days ago. Looking for verification that the patch has been pushed to my router or when to expect it. Thank you so much for your support! 🙏
KimI sent my serial# on the 15th and I still cannot login with the IP address.
ChristineT - I sent you my serial number, please push out the fix, I do not want to factory reset my router.
It has been a few days since I pm'ed my serial. I restarted my router, but still can't access my Orbi. Please send the fix to my Orbi.
- I’d rather not return my ORBI to Costco and start over with sob, but I’m running out of time to get this resolved. Come on folks we’re not talking Rocket Science!
While I’ve been patiently waiting for Netgear to release a real fix (not a pre-release patch) I’ve noticed that my RBR750 router is rebooting itself at least once to twice per day. Of course I can’t tell when or why, because I cannot access the logs. Is anyone else seeing this?
NG says they are working this at highest priority. Last week Christine mentioned that a real fix was forthcoming in days, but it never seems to arrive. I’ve been an Orbi fan but I don’t believe I’m going to be for much longer. I am not getting any benefit from my paid Armor subscription. I am rapidly becoming a highly unsatisfied customer. NG doesn’t seems to care.
Hello AllHailOrbi ,
With your permission, I'd like to add your serial number to the list to be updated. I may have a trial firmware that addresses the random reboots but first, we need you to be able to access the router settings.
I this acceptable to you?
Best,
Christine
Hi ChristineT ,
I know it's impossible to keep up with the number of people requesting for the fixes, but can you please let us know if our serial numbers are noted? I have been waiting for the fix to be pushed for the past 3-4 days now. I have heard from you only once that I reported issue when some of the devices are randomly getting disconnected, but ever since then, I haven't heard anything.
Thanks,
Sai
ChristineT Can you check the status of the three SN's I sent? Rebooting my primary location does not appear to fix the issue.
- ChristineT sent my router version and serial number last night
- @ ChristineT, I sent my serial to your PM. I would like to but parental code feature but can’t since I can’t connect to router
ChristineT Good news - the patch you pushed last night must have worked. I can access Orbi settings via webpage and via iOS app now. Speed is unaffected. Orbi reports firmware version V4.6.8.2_2.1.9.
I am going to watch tonight to see if it is still doing random reboots - they were happening at the same time every day (like 830 pm local time).
Dave
- Without providing any info to Christine or rebooting I was finally able to connect via. Perhaps they are confident enough in their fix to push it out to everyone! Thank you.
Mhall They announced that they are slow rolling out the fix to all. Can you report your firmware version for us?
- V4.6.8.2
Glad they got it working. Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Enjoy. 📡
Mhall wrote:
Without providing any info to Christine or rebooting I was finally able to connect via. Perhaps they are confident enough in their fix to push it out to everyone! Thank you.
It has been nearly a week and I am still not able to access my router by web browser or by Orbi app.
I pm'ed my serial last week to Christine and have restarted my Orbi every day.
I just pm'ed KevinLit also w my serial number.
Please push the firmware fix to my router and allow a disable auto update function for all of us. -Eric
My RBR850 Orbi router was set NOT to do auto updates! So, HOW did this happen ChristineT ?
was there a reason why Netgear just did not roll back this update?
When will we know that the patch has been pushed through, and how is that patch rolling out? Is it going out as a firmware update. If we can't communicate through the app, there is no way to check for updates.
RBR750
firmware V4.6.5.14
You really need to read other posts. All the answers are there!
