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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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This is mind boggling... Netgear pushes out an auto-update that makes my $1,000 mesh wifi system completely unreachable. The app doesn't work. The 192.168.1.1 page doesn't even work. Six days later and there's no fix. What a clown show.
I need the patch. I have not heard back from you. Not only is the app not working my internet speed is very slow. I pay for faster internet speeds but with Orbi I am wasting my money. Do I need to post my sn here? How do you get it. I am about to go back to google Wi-Fi at this point, very disappointed at net gear.
- Don't post your serial number in this thread. Instead, scroll until you find one of ChristineT's posts, and click on her name. From there, you will be able to send her a message.
The serial number is on the bottom of your Orbi router.- Thanks!
- Same here
ChristineT I just rebooted and for a split second it worked. It was showed devices.... granted it was/is show 28 out of my 105+ devices on my wifi but it worked. After about 45 seconds it reverted back to not worked at all and still shows generically 28 devices on my network. That isn't even what's in my living room and kitchen. LOL. This whole thing is absurd.
Still getting this error (see attachment)
Hello ChristineT,
I sent you a PM a few days ago with my serial number for my RBR750 requesting a patch, did you receive it? I still cannot cannot to the app nor login via the website. Thank you for your assistance!
PM sent, I think that is the current solution. Anyone let me know if I'm wrong.
BC
ChristineT some update feedback for your tracking. First tried without a reboot and issues of app and web interface inaccessibility continued. I rebooted and access through both returned. I had to force stop the app on my phone to get it to connect, but after that it has connected albeit slower than before the issue (it takes > 15-20 seconds to connect).
Thanks for the help
- Thank you for attending to this. Please note that I have found the community and Netgear tech support to be wonderful.
I respectfully submit the resolution has not yet discovered. I have the need for the best and most reliable internet possible. My issues with the RBR850 are well documented here. While Netgear created a return authorization case, they never followed through.
From a sense of desperation and continued faith in Netgear, a purchased directly from Netgear the new RBRE960. Briefly stated, same issue. I have now lost over $2,000.
The tech support has been wonderful. After two weeks and approximately 15 hours on the phone, I was upgraded to level 2 and told I would be contacted within 48 hours.
It is now more than 96 hours since the "we'll get back to you" call. In a fit of frustration and desperation I purchased a mesh unit from a competing company. I had actually set up a dedicated work station to address the Netgear issue. I used it to assess my progress with the competitor's router. So far, it has functioned without incident for over 72 hours. While this has not passed the test of time, it has worked longer than either Orbi.
Currently I have a malfunctioning Orbi RBR850 and a RBRE960, sitting in my home office. I have lost faith with Netgear products and their product support and warranty. I had been told on previous occasions that the issues were resolved.
I don't believe they are, and I have lost business due to my multiple internet failures. I am not angry, just disappointed with a smidgen of feeling victimized.- I have been with Level 2 support for a week with no resolution. Add insult to injury the support says my router is not the one that is getting patch release so far and she has no idea when I will get it. A supervisor is not available because all them work from home. This is a worst company with highest costing router.
@christineT: Is there a good-known fix for this yet? I cannot get my router to update the firmware, and I cannot access it via the mobile app or the web interface.
Model RBR750, Firmware v4.6.3.16
I have also just DM'd my serial number. Please send patch ASAP. Thank you.
I've also dm'd my SN. Please let me know when the patch is sent out and thank you for your help!
Glad I bought my Orbi at Costco, it's going back tomorrow. If I have to rebuild my network anyway, I'll do it with something different. This is just unacceptable, for an issue that's this big and affecting this many people to go un-fixed for this long, and barely be communicated about, except for poor ChristineT's valiant efforts here. Netgear is able to spam me regularly with marketing material, and to send me useless security reports, you'd think they'd be able to email me to give me updates on my broken system.
- jcfergus I just HAD to have my Orbi last July, that day! Costco was out of stock online and in-store in my city, so I took the massive gamble and leap of faith that is purchasing something at Best Buy. Of course, now that I'm outside of the 10 day (or 30 day) return policy I know I'm SOL. Speaking of Netgear, every time I try to reload this thread I get "unauthorized to view" or something which then directs me to Netgear's new WiFi 6e mesh system. 🤣 I've been purchasing Netgear products for myself, my family and clients for 20 years. This situation has upset me to the point of ceasing doing business with them, from personal to enterprise solutions, simply due to one thing: communication. They have tasked one employee (Christine) with handling this issue across at least 2 channels (this forum and Reddit), while engaging with their customers in no other way. No emails, no official guidance, nothing. I will give them until Monday to have some sort of direction with this situation figured out, and then I will have to take my little SMB with about 40 other SMB clients elsewhere. Simple, brief acknowledgement with a plan of attack and recommendations is basic customer engagement. If they really have all of their resources focused on maximizing profit and marketing without buffering their installed base, why would anyone want to do business with them? And, if you have read this far, check into the FTC and FCC - the FCC is starting to consider wifi all in ones and Mesh systems in the same category as ISPs ... a few FCC complaints may be what Netgear needs to wake up. Best to you all. ❤️
- ChristineT
I sent you the SN from my RBR750. This issue has been since the April update. It's noted in my most recent PlayStore review for the Netgear Orbi app. Please get this major issue fixed for all of us!- Christine (and all the others in the background on the Netgear team) thanks for your contribution to figuring a resolution to this problem. I currently seem to be back to normal concerning my router and having access to it, both in the app and through the URL. Hope this remains the case. And, I also hope that anyone else having a problem soon gets a resolution to it. Thank you for the work you’ve done to make it so. Kay
Confirmation that I can now access my RBR750 again, both via the Orbi app and via 192.168.x.1.
Firmware version 4.6.8.2 on Router and 2 of 2 satellites. Via 192.168.x.1, actual firmware version is: V4.6.8.2_2.1.9
Behaviors seen:
- One satellite has no devices, which is odd -- I will reboot my RBR750 to see if this resolves.
- The Orbi app shows the serial number of my ROUTER for both satellites. The satellites' actual serial numbers are not displayed in the App.
Suggestions:
- It would be nice if the Orbi's logs include a message when firmware has been pushed and when the Orbi has rebooted -- both including the firmware version numbers.
- It would be nice if the Firmware Update page (via 192.168.x.1) shows the date that the (current) firmware version was installed.
