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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...
**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
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
**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
- Hi Christine
Thanks for all your help here. Much appreciated. How do those of us who have not PM’d you with our Orbi S/Ns get this patch? Is there going to be a normal rollout process as well?
Thanks - Thanks for the update. I sent my Serial number yesterday, will plan on checking status tomorrow night.
- Hi Christine, i direct messaged you about my issue and i really believe i m having a similar problem. Can you help plz.
Hi Christine,
I've dealing with similar issue of not being able to access Orbi app or using Web UI (even with direct cable connected to the orbi router).
Orbi RBR750 router
I've sent you a private message as well.
Hope this gets resolved soon.
thanks...
- This is absolutely ridiculous, fix this immediately. It is costing me money and business loss not being able to access my router, excat same problem as everyone else cannot access via app nor Pc web interface. Force push this update NOW! How many times are you all going to disrupt your customers products? I'm not going to upgrade to a higher model I'm about to just return this and find something better.
Ok, I can now confirm that all access to my router works again. Must have gotten the push fix overnight. All seems back to normal! Thank you Christine for your help in this rediculous matter.
Don’t forget to make a backup.Sent PM to ChristineT. Crossing my fingers to be included in the next push. Don't want to factory reset and lose my custom config.
EDIT: I've also attempted to open a Support Case with netgear but my "complimentary support" expired last October. FANTASTIC. There's some "superuser" going around posting and telling people to contact support as opposed to PM'ing the admin here but how can folks like me do that without paying for premium support for an issue caused by Netgear themselves? This is frustrating and should not have happened in the first place.
Hello EmWhyKay44 ,
I'll make sure we take good care of you here in the community. 🙂 I received your serial number and will request the update be pushed to your system overnight tonight.
Warm Regards,
Christine
Hello jkk4_1998 ,
I really appreciate your feedback! I am glad to hear you can access your router settings again.
Warm Regards,
Christine
ChristineT can you confirm if you got mine?
- Christine
I pmed you couple days ago with my SN and I have not heard back. Please advise if you got my message Hi ChristineT -
I have also PMed you with my serial number a couple times now. First, for the first beta patch and second, for the most recent one. However, I have not heard back on whether you've received it and if it has/will be pushed to my router. I'm operating my business out of my home so this is a pretty critical need for me. Can you please confirm?
Thank you so much,
N
- Many thanks ChristineT.
Hello jvcjbl ,
I have confirmed your serial number was among those that should have received the update. Are you able to access the router settings as of this morning? If not, please reboot and let me know the results.
Best,
Christine
ChristineT I can access the app but now none of my devices are there when I select devices. see screen shot
Hello jvcjbl ,
May I ask you to force close the app and reopen it to see if that resolves the issue?
If the issue persists please submit a bug report.
How to report a bug on the Orbi App
Please also visit: routerlogin.net/debug.htm and let me know the value you see next to SeAL
Thank you kindly,
Christine
Hi Christine,
I had sent you a PM with my router model RBR750 and S/N # xxxxxx but still the issue remains.
could you please let me know when the patch / update will be pushed to my device?
thanks much.
- ChristineT same issues. Big reported. Sees all my devices that I have on the new work on the number below the thumbnail but clicking on it gives the error that screenshot. Rebooted phone a few times. Online access doesn’t recognize password. That’s been an issue since day 1 so I can’t confirm if that works or not.
Hi Christine, also, I did not have to do any reboot on my router. All came up perfect the first time!
Hello jvcjbl ,
Sorry to ask for a bit of clarification here, but did you force quite the Orbi app?
Apple - Close an app on your iPhone
Android - Find, open & close apps on Android
Thanks,
Christine
Hi ChristineT ,
I DMed you my SN a couple days ago and my SeAL is still -0. Can you please make sure the update is pushed to my system? It's impossible to work from home because my internet is constantly dropping, and a full system reset is not a viable option for me at this time (nor should it have to be).
Thank you
Hello 00_Jenn ,
Can you confirm if your router is on firmware version 4.6.8.2? Can you also share more details about what you are experiencing when your "system drops"? The issue in this thread is specific to not being able to access the router settings and is different than a connectivity issue. It sounds like your issue may warrant having its own topic created to further dig into this issue.
It would be great if you could collect and send me debug logs.
To capture debug logs:
- From a web browser, visit http://orbilogin.net/debug.htm
- Enable LAN/WAN Packet Capture
- Click Start Capture
-
Wait for the device to reboot.
-
Once a reboot is observed, stop the capture and share it with me.
I look forward to your response. If a new topic is warranted I'll create and provide the new link via a private message.
Christine
ChristineT My issues started a week+ ago, which included inconsistent connectivity (pink light on the router but Spectrum not having any issues) AND inability to access my router through the app or the browser (I went to try to reboot because of the pink light / lack of internet and couldn't). I found the reddit thread of users experiencing the same issues (both pink light and lack of access to the system through the app and browser) which directed me here.
Firmware Version: V4.6.8.2_2.1.9
dumaos: v3.0.410
seal: v2.1.5.37-0
seal_services: v2.1.5.12-0
armor-bd: v2.2.100.3
spc-circle: v3.25.0.2
CPU Load: 13.88%
Memory Usage(Used/Total): 350 MB/874 MB
System Uptime: 0 days 00:34:02
Hello 00_Jenn ,
Thanks for the additional detail! That helps a ton!
My first recommendation (if you haven't done it today) is to reboot your system to fetch the update manually. Let's work toward getting your system on this most recent Seal update then we can tackle the connectivity issue. It sounds like you have a slightly more complex set of issues. But don't worry, we'll get to the bottom of this together!
PS. I updated my original message to you to include instructions on how to collect logs. Let's collect logs (if needed) once the router has upgraded to the latest firmware.
Cheers,
Christine
