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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! đ 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
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Hello! I've read the entire thread and cannot begin to say how disappointed I am in Netgear. This whole situation is result of so many mistakes by people at Netgear and the only way people who've spent many hundreds of dollars on their Orbi gear is to stumble across this thread on the forum?! Shame on Netgear!
My RBR850 still doesn't fully work. The Orbi app is useless now and that means my Armor subscription that I'm paying for isn't being used.
I tried rebooting and even a factory reset but my RBS850 and RBR850 weren't talking. After a second longer factory reset on my RBR850 I was finally able to get into the web interface on my laptop. But the satellite wouldn't show up and the app continued to fail to connect. So, I manually flashed my RBR850 back to the only "current version" firmware available on Netgear: V4.6.3.16. The router seems fine except that the app continues to say it cannot connect and the RBS850 still doesn't connect either.
Any suggestions?
Have you PM'd your serial number to ChristineT ? When I did she sent the patch that night and my RBR was accessible via Orbi app and via web interface the next morning. She also sent me some firmware. One of my RBS's didn't update (because of where it is located I think) and I had to manually reset both RBS's the next morning and update one's firmware. I do think power cycling the RBS's one at a time, giving them a chance to turn blue before doing the next one helps. Easy and quick and Orbi (including Armor) has been back to normal. Good Luck!
I posted in another thread, but I can't reply there, so since this is the same issue, I'll reply here, because what I had to do to "fix" Netgear's mistake was complicated.
My thanks to FURRYe38 for the private replies. They didn't fix anything, but they gave me enough info to figure out an approach to try.
Okay, in the big 600+ posts and counting thread about this issue, I posted my situation. Yes I was salty and annoyed, which is probably why I can't reply in that thread any more, but several people posted suggestions and then FURRYe38 private messaged me with three suggestions that did not work but they pointed me in a helpful direction.
I have a small home network an RBR850 and one RBS850 with only a couple dozen devices connected at most. After my family went to sleep, here is what I did...
1. I first downloaded the correct firmware files sent to me by FURRYe38, deleted the Orbi app on my iPhone, and rebooted my iPhone.
2. I downloaded the user manual and saved it on my laptop so I'd have it for reference.
3. Properly shutdown all devices on the network, except for my laptop and mobiles that auto switched to cellular after the wired and WiFi network were down.
4. Next I plugged the RBR850 into power and held its reset button for 15-20 seconds (until the LED below the reset button slowly blinked orange). Then I unplugged the power again.
5. Next I plugged the RBS850 into power and held its reset button for 15-20 seconds (until the LED below the reset button slowly blinked orange). Then I unplugged its power.
6. I grabbed my laptop, turned off WiFi, and plugged in the USB-C to wired Ethernet adapter. Then I connected my laptop to the RBR850 (LAN port) and also connected the RBS850 by wired Ethernet to the RBR850.
7. I next plugged in the RBR850's power and waited for the LED to become solid white.
8. I checked my laptop's Network settings and saw that it was getting an IP from the RBR850, so I opened a browser (Chrome to be safe) and pointed it at 192.168.1.1 and the Orbi setup welcome page greeted me. I entered a password and security questions, WiFi setup, and skipped setting up a satellite, and ignored its warning about having no Internet access.
9. I then manually updated the firmware using the file from Step 1 above.
10. After the RBR850 rebooted (wait for solid white LED), I logged in on my laptop (still via wired Ethernet) to confirm the RBR850 was updated.
11. Now, I plugged in the power for the RBS850, which was still connected via wired Ethernet. I waited until its front LED was solid white and then went to the RBR850 Attached Devices list where the satellite was finally showing up but as "Out of Sync." (presumably a firmware mismatch)
12. I used the IP address for the RBS850 from the Attached Devices list and logged directly into the RBS850 where I manually updated the firmware using the correct file from Step 1.
13. After the RBS850 rebooted, it had the correct firmware and it connected to the RBR850.
14. I unplugged all the wired Ethernet connections and turned on the laptop's WiFi. I was able to log into the RBR850's web page and its Attached Devices list still showed the RBS850 connected, now only via WiFi.
15. So, I put everything back where it belonged happy that my RBS850 was again talking to my RBR850.
16. Everything was working, so I downloaded the Orbi app on my iPhone again and tried to connect to my Orbi. After logging into my Netgear account, the Orbi app asked me for my RBR850 login info, and connected via ANYWHERE ACCESS. I was able to restore my Armor protection but the Orbi app fails to connect locally. It only works via ANYWHERE ACCESS.
I am glad I have stuff working again after weeks of broken features, but I wasted hours of my time and am now forced to use ANYWHERE ACCESS, which seems far less secure and safe, all because Netgear broke something. They try to blame Apple for their Private Relay and Limit IP Tracking features, but I've used those for months and everything worked perfected until Netgear's firmware push about a month ago.
So, finger's crossed my network doesn't get broken again by another forced update. I still like my Orbi's, they're fast and reliable, but dang has Netgear annoyed and frustrated me. My thanks to everyone on the forum for helping me! I hope this detailed reply helps someone else restore their network too. Good luck!
- Yes, thank you for the post!
Serial number for my router is able to fix the firmaware
TO ALL USERS. DO NOT POST product serial numbers in public forums for security reasons.
Please send your private information to ChristineT via Private message.
Thank you.
