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
ChristineT My serial numbers for both my 750 Orbis were sent to you in PM over the weekend. Just want to make sure I'm added to the list.
I also have this problem - it's so frustrating!
Jonathan.
Right?! You'd think that after almost 2 weeks of them knowing about this problem, they would've gotten it taken care of. At least have some info available about the process they are going about fixing it to ease our concerns.
Hello jkfrman ,
I can confirm you should have received the fix. Can you please check your router(s) and if the problem still exists please try rebooting the router.
I look forward to your udpate.
Best,
Christine
Hello pergamum ,
Can you please private message me with your model and serial number? If you have the RBR50v2, this issue should not impact this model. Can you share more details about what you're experiencing?
Many thanks,
Christine
Thank you - message just sent.
ChristineT I just sent you a pm with my router S/N. All Orbi units have been reset but I am still unable to access via the web admin portal.
Hi matrix2019 andf kmv,
I have located your serial number and it appears you will get the patch later tonight. Please check tomorrow morning to see if the fix has been applied. If the issue has not been fixed please restart the router (unplug it and plug it back in) and check again and let us know.
Thank you!
Regards,
Blanca
Community TeamHi Blanca
Tks , that update worked
hi @ChristineT
Have sent you a pm with router S/N over the weekend , doesn't look like patch was uploaded yet . ( I checked http://orbilogin.net/debug.htm )
TksChristineTIt appears I'm up and running also; thank you for your efforts.
I too lost connection with my Orbi main network and admin page this morning.
The Orbi app can't find the router and same results with nmap as above (ports 53 and 5000 available, but no 80).
Can I get on a list to see if my router is getting an update?
@ChristineT Thank you for the help you're providing the community! I've DMed you my S/N as well, so please let me know when the fix has been applied and I am ready to restart.
Thanks again!
Retired_Member wrote:
My Orbi app is able to connect locally if Apple private relay is turned on. Is this to be addressed as part of the fix or a seperate issue with the latest Orbi firmware?Is there a typo in this post? "It works now" seems inconsistent with asking about a fix.
Hi Christene, I have done a reset and am still unable to access my app for my oribi. Please send the patch that will fix this problem.
serial 6j82157oaoa35
Hi @ChristineT
I have DM'd you my serial number. I am not able to connect to my admin console through any of the four options: orbilogin.net or orbilogin.com or using the router's default IP address http://192.168.1.1 or http://10.0.0.1
Can you please help by pushing the update?
Thank you,
Bob
- Any timeline on when a fix may be pushed to my router? Thanks!
