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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
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Christine,
Sent you my info.
Thank you for your help in advance.
Hello Orbi Community,
For those of you who were in the 2nd batch (Anyone before my previous post), the fix has been deployed. Please reboot your routers and let me know if you experience any issues.
Anyone after my last update I have submitted your serial numbers and am awaiting confirmation that the fix has been deployed.
I am still waiting for advice on the next steps from the team regarding the reported issues reported after the fix was deployed. I am hoping to get more information later tonight.
Stay Tuned...
Cheers,
Christine
Thank you, Christine. I've got some functionality back so far. I'll be blocking all Netgear update domains in my PiHole for the foreseeable future, I don't want to repeat this fiasco.
FYI it took 5 reboots to get one of my RBS750 to come back to the fold. The other one only took a single reboot.
Thanks Christine, that resolved my issue. One thing to note, it takes about 3-4 mins after the router has come back online for the mobile app to re-register and connect. Something to note for others that are testing.
Many thanks!
- The fix worked for me as well!
I also had to reboot one more time with the satellite nodes, to get my device names to come back and mesh satellites (backhaul) to synch up. All good now.
Hello all,
I have been notified that this round of serial numbers has had the fix deployed and request that the folks that recently provided their serial numbers reboot their systems at this time. Please note, that we have seen it can take 5 minutes after a reboot for the system to be fully operational. In addition, if device names are showing as NA in the Connected Devices list a second reboot resolves this issue.
Please also verify if your Armor and Smart Parental Controls services are active and working as expected.
All feedback is welcomed and encouraged.
Best,
Christine
- So glad I’m not alone with this issue. Also glad I didn’t factory reset and can wait for fix to be pushed out. How will we know when the fix is out?
Hello MastaQ1 ,
Once we have deployed the fix to the general audience I'll post another note here and mark it as the solution. You can also check status.netgear.com/orbi for updates.
Kind Regards,
Christine
- >>All feedback is welcomed and encouraged.
Hi Christine !
Thanks so much for helping us, it is SUPER appreciated.
I had to do a super / 30-30-30 reset early this afternoon. Didn't get too far with support but after a few tries on my own I finally got up back and running. Had to build my network and connect devices again but it was working.
I sent my SN and I believe mine was in the second round of pushes / updates. Since then my orbi restarts about every minute or so. Devices loose their connection. Get an unhappy face at orbilogin
Net and an "error. Not connected" message in red under the internet status
Firmware appears to be 4.6.8.2_2.1.9
Appreciate any ideas or insight you may have !
Connecting to the router via desktop/browser works. The app still says "Router Not Found".
Any suggestions?
JP
Hello jpdemas ,
If you are an iOS user you may not be able to detect the router locally.
From the Orbi App
- Go to the hamburger menu to switch from Anywhere access to Local Connection.
On your iOS or iPadOS device
- Open the Settings app.
- Select Apple ID > iCloud > Private Relay.
- Disable Private Relay.
Please let me know if this works for you. We are aware of this issue and investigating it further.
Best,
Christine
Turning off private relay worked. Independently of whether anywhere access is on or off in the app.
So I cant use private relay on iOS?
In the interim the workaround is:
1. enable anywhere access
2. enable private relay
3. when I want to connect to the router I turn off wifi on my phone.
I have the same problem with my RBR850. A factory reset is not feasible. If reset is the only option, I might as well get a completely different system and start from scratch.
Reset will get your more immediate access and control back. If not, then contact NG support:
One should have a config file saved. 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
kevchua wrote:
I have the same problem with my RBR850. A factory reset is not feasible. If reset is the only option, I might as well get a completely different system and start from scratch.
- Not sure if something was reset on your end or you pushed another update to my Orbi but Device Manager and Anywhere Access work again without any errors. I can also turn private relay back on too so everything is back to normal. Thanks!
Glad you got it working. Please mark your thread as solved so others will know. 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
VVjjJJ wrote:
Not sure if something was reset on your end or you pushed another update to my Orbi but Device Manager and Anywhere Access work again without any errors. I can also turn private relay back on too so everything is back to normal. Thanks!If it is marked as solved, will we still get an email/update when the fix is final?
Just DMd you my serial number ChristineT . Appreciate the help.
I am glad that Christine reached out to us.
After sending my serial number as a direct message I was able to log into the RBR850 and log into the web management interface.
it is worth noting that even a factory reset did not work in my case, but whatever push fix Netgear set up did. I saw the ssid from my custom network identifier to ORBI##, but I could not log in via a browser or the app. Also i think it was in some sort of limp or setup mode since multiple clients could not join the network, and services though the router were limited.
Before the fix was applied and before my attempt factory reset, the router was working, but it appeared to reboot or reset itself a few times a day.
The default gateway but tcp/80/http and tcp/443/https were not reachable either.
I am glad that I was able to recover the router with the help of Netgear, but it took too long to address this issue. My router is out of warranty, and I'd appreciate it if Netgear would improve their QA before bricking a bunch of routers.
I did already order a replacement mesh solution from a different company since I don't want to have this happen again.
- ChristineT ,
Please push fix. I DM’d you my serial.
Justin
