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Carrier Touch thermostat "A" will not connect to Orbi RBR850
TLDR: Our Carrier Infinity Touch version "A" thermostat will no longer connect to our Orbi RBR850 or its satellite RBS850s after rebooting then resetting them. The thermostat connected to the Orbi G...
Have you tried setting up the device on Orbi's IoT network?
https://kb.netgear.com/000064267/How-do-I-enable-or-disable-the-Internet-of-things-IoT-network-on-my-Orbi-WiFi-6E-System
https://kb.netgear.com/000064269/How-do-I-change-the-Internet-of-things-IoT-network-name-SSID-and-password-on-my-Orbi-WiFi-6E-System
WPA2 only setting fails as well?
There seems to be others with this device as well:
Would be something to just disable IPv6 on the RBR first to check that.
It is possible that the RBR850 did a firmware update along the way that I didn't see. I do have auto-update enabled. But it seems to me that I've looked at firmware several times in recent months, as I've had ongoing problems with one satellite, and I don't think it has changed. What I did do was to reinstall the current version of the firmware on the router and the satellites in case something had gotten corrupted. But this was after the thermostat wouldn't connect. It didn't help with the thermostat, or the one RBS850 not showing up as a satellite. Also, the Netgear page for the latest firmware says updated 2/24/25. I'd think auto-update would have done its thing before the thermostat problem, which only started last week.
I don't see a way to disable IPv6 looking at Advanced>Advanced>IPv6. Would it be the drop down across from "Internet Connection Type", which currently says DHCP, but has an option for "Disabled"? Not sure I want to do that for the entire router, although I'm not up on how important IPv6 is as of today.
How would I get an older version of the Orbi firmware? I assume I'd need the older version for both the router and the satellites. But again, I'm not sure I want to have to use older firmware. Updates include security fixes . . .
Yes select Disabled for the IPv6 setting and check for the devices.
If FW was updated prior and device devices had been working until just last week, could there have been some update on for these devices last week? Seems that if Carrier suggests getting a 2ndary AP for use with there devices, seems like they may not care to dive into this knowing there stuff maybe problematic with MESH systems. Instead of using a 2ndary AP as Carrier suggests, you could enabled wifi on the ATT router and connect them to that source...
Has a full on factory reset and setup from scratch been performed on the Orbi system after v.15 was updated?
Also if you have a ATT gateway in front of the RBR, are you using it's DMZ or pass thru for the RBR? This is a double NAT condition that can cause problems on the router side of the RBR since you have two routers in line. If this router is in router mode, you might try the RBR in AP mode with the ATT router in router mode with its wifi disabled and test the device again to see if they connect.
By the looks of some other users, they made contact with NG support and worked with them to get a beta build that fixed it for the Orbi BE series: https://community.netgear.com/t5/Orbi-WiFi-7-BE-Mesh-Systems/Carrier-Infinity-Touch-wall-controls-will-not-connect/td-p/2365421
Not sure if same would apply to AX system though someone at NG could take a look if you can make contact with the right person there and reference this thread and yours and have them help you get debug logs...Lets make sure the connection path is clear between the ATT router and RBR first. If device still fail after all is checked and cleared here, then you might make contact with NG support about this.
Yes, I've tried the main Orbi network, the IoT network with both 2.4 GHz and 5 GHz and just 2.4 GHz enabled, and the Guest network.
Neither WPA2-PSK [AES] or WPA-PSK [TKIP] + WPA2-PSK [AES] work.
I've done pretty much everything suggested in the search link you posted. The one thing I didn't mention is that Access Control isn't enabled.
Not sure if the others that posted ever got a good resolution aside from installing a 2ndary wireless AP.
Wondering if you installed this 2ndary AP long enough for the device to connect. Set for same SSID name and PW as what is on the Orbi system, then once you get the devices connected to the AP fully, just turn OFF the AP and see if these devices auto migrate and connect to the Orbi signal. I would set the Orbi signal to WPA2 only to help test this as there maybe some wifi devices that do not like having WPA3 on the signal, even though they don't support it, won't connect if it's enabled. Ran in to this early days of my 850. NG removed WPA3 until this was worked out and brought it back in 2023.
I would presume if the devices connect to the 2ndary AP using same SSID name and PW, then turned off, if they don't connect to the Orbi system, maybe some odd connection issue that the device Mfr needs to take a look into with NG. I know we saw bad problems with NEST controllers back in 2020 as well. Caused the NEST batteries to drain due to the controller not keeping locked on to one signal and ping ponging back and forth trying to decide which signal to lock onto since there was many signals coming from the MESH system. NG and NEST had to work on this to get it figured out. Not fully sure if they ever did as one work around for this was to wire connect the controllers to the HVAC system that provided lower power current to the controllers. Ever since making this switch, I haven't looked back. However the controller do connect to Orbi signals. Something this device mfr should take a look into.
FURRYe38 wrote:Wondering if you installed this 2ndary AP long enough for the device to connect. Set for same SSID name and PW as what is on the Orbi system, then once you get the devices connected to the AP fully, just turn OFF the AP and see if these devices auto migrate and connect to the Orbi signal. I would set the Orbi signal to WPA2 only to help test this as there maybe some wifi devices that do not like having WPA3 on the signal, even though they don't support it, won't connect if it's enabled.
Yes, did all this. As I wrote in my initial post, I used both a laptop sharing internet from ethernet to WiFi, and an Apple Time Capsule (a router with a built-in hard drive) in access point mode. Both used WPA2. When connected this way the Carrier app could see and control the thermostat.In both cases the thermostat appeared to stay connected for a few minutes after the laptop and Time Capsule WiFi were turned off. The thermostat showed up in the Orbi's "Attached Devices" after the laptop's and the Time Capsule's WiFi turned off (not before). But after a few minutes the thermostat lost the connection. First it lost the connection to Carrier's server, then it dropped the WiFi connection.
This happens whether I have just the RBR850 on, or have it and both satellites on.
The thermostat will stay connected to the Orbi system if I turn off security. That's not a practical solution, but it could indicate that the Orbi's WPA2 is the issue.