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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...
**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! š 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
++Updated
Hello Orbi Community,
Christine here! Thank you all for your contribution to this topic.
We are aware of an issue affecting the Orbi RBK85x and RBK75x Series Mesh WiFi 6 Systems. Some customers can no longer access or manage their Orbi systems through the Orbi app or the web user interface. WiFi and core routing functions are not affected, and connected devices can still access the Internet normally using wired and wireless connections. However, both Armor and Smart Parental Controls are temporarily disabled.
Several customers have reported that a factory reset resolves this issue.
We are working to understand the root cause and identify an alternative recovery method that doesnāt require a factory reset. For immediate access or to restore Armor or Smart Parent Controls (SPC) services, we recommend performing a factory reset. For detailed instructions, visit How do I reset my Orbi WiFi System to factory default settings?. After resetting your Orbi system, you must also manually reactivate Armor or SPC services. To reactivate, launch the Orbi app and tap the Armor or SPC tile, then follow the prompts.
We will continue to provide updates as we learn more.
I truly appreciate your patience,
Christine
Hello Orbi Community,
I'd like to share that based on all of the great feedback we've been receiving, we have an opportunity to optimize the patch and have decided to focus our efforts on this next iteration of the patch instead of continuing to push out the original patch. Based on some of the feedback, people have had to reactivate their Armor subscriptions along with taking additional measures to recover the Connected Devices list. We are working around the clock to continue the momentum in resolving this issue and hope to have the next patch available within the next 24 - 48 hours.
For the people that have received the first patch, you will automatically be included in the 2nd round so there is no need to spend a lot of time customizing the names of your devices at this time. Hopefully, the original values will be recovered successfully.
For those who haven't received the patch yet, please continue to send me a private message with your serial number and I'll ensure you're among the first to get the second iteration of the patch.
I will temporarily mark this as the solution so our Orbi community can see this update easily. I'll provide another update once I have more information on the progress.
Warm Regards to all!
Christine
Private messaged you the SR#, Please push the fix.
- Hello - Iām receiving the same error. āWe canāt find your Orbiā and Iāve reset the router several times including deleting a work app on my apple products that I thought could have been interfering with the router. What is your ETA to get this resolved? Thanks, Pat
- Pat, you really need to take the time to read other posts. This is a big problem and Netgear is finally working on a fix. All you are doing is adding to the chain and making it longer and longer. I donāt mean to be rude, but read first. Believe me, just about everyone is in the same boat!
Pat, my understanding is:
1. NG (Christine) can send you a Beta update. This update fixes the web access but there might be some lingering issues with Armor, IOS Orbi app??? I think if you request this update, Christine will PM you with what she needs from you.
2. Wait for the "published" update, no ETA but it sounds like the Beta is going well so maybe soon. The fix might be pushed to your Orbi so I'm not certain how you will know but there is now a banner on this (the NG community) website that says they are working on it so maybe check back to see if it has been completed.
Hope that helps.
PS: I'm waiting for the "final" version as most of my devices are up and running. I do have issues with devices that are fixed addresses...not sure if this is caused by this issue or something else.
I private messaged my S/N so you can push the fix. Could you please provide a time frame when this will be done or let us know about any other notification about the same?
Thanks.
I also donāt know if the fix was pushed to me. Iāve been away the last few days and still nothing works. When I got home today, I did a power cycle of my router and still nothing. Christine, how are we to know if we got that push? And, should I simply power off the router, then back on or should I also reboot my Netgear Modem?
Hello, jkk4_1998 et al.,
Sorry for any confusion. If you sent me your serial number within the last 24 hours or so the update has not yet been pushed to your system. We found that the original patch was lacking in some minor areas based on feedback from the customers who received it. We are working on a way to push an improved patch/update and have it fully recover the system without requiring action on the part of our customers.
I hope to have another update this evening. š
Best Wishes,
Christine
Thank you Christine for all your support. My RBR850 has serial num of xxxxxx. Barry Edmonds
- I am having the same issue. Please send the patch.
Gen1960 - Hello, please include me in the update. My S/N is 6AF3077HA1712. Thank you!
- Hello please add me to the update list.
6AF1067BA0D17Can you confirm that you received my serial number information that was sent approx 24 hours ago.
Thank you!
I donāt believe I ever received a patch for this problem.
Serial number is 6874017VA0C51
- Hi Christine - I donāt see a way to contact you directly but having the same issue. Please advise as to how I can get my serial number to you.
same problem, accept my wifi is constantly switching between working and not working
