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HELP!!! RBR850 Router with 2 Satellites will not reconnect after factory reset
I have the RBR850 Router with 2 Satellites, current FW is V4.6.3.16_2.0.51. I got these a year ago in Oct and everything has worked perfectly with no issues at all until today. This morning the router and both satellites were purple. I went through the troubleshooting steps to no avail and the last step was to perform a factory reset on everything. I did that and now I cannot get them to reconnect via the Orbi App or via orbilogin.com
When I try on the Orbi App it has me go through the process, unplug the modem, replug it in, plug in the router, wait... plug in the satellites, wait... connect to SSDI "ORBI63", I try to connect to the network on my phone and it only says "couldn't get IP address" I go through the troubleshooting there, try reconnecting manually, turn off mobile data, etc... to no avail. I then backed out of the Orbi App and went to orbilogin.com
On the computer (which is a work computer, but I work from home) there is a hardline connection to the router via ethernet. I'm able to go to orbilogin.com or 192.168.1.1 and when I set up the router there it says it is configured, I set up the SSID to what I need and the new password. I am unable to locate the SSID on any device in my house, not on phones, tablets, laptops, TV's, Playstation, etc... Anything you can think of that was all connected yesterday and working swimmingly. I am also unable to connect the satellites going this route.
The whole time both the router and satellites have been blinking white continously since the factory reset. I have reset them multiple times between all of this as well as the modem and nothing ever changes. I watched the tutorial video on factory resets and I'm doing everything correctly. I have everything unplugged and disconnected before I try resetting up, but I either can't connect via the phone, or I can get a hardline but no wireless network setup. Please help as I can't figure out what I'm doing wrong here after 5+ hours and need this for work. Thanks!
16 Replies
I would power OFF the ISP modem for 1 minute. Factory reset the Orbi router and power it off. Power ON the ISP modem and let it sync. Then power ON the Orbi router and walk thru the setup wizard again using a wired PC and a web browser.
Once RBR is setup use the Sync buttons on the RBS and RBR to sync the RBS 1 at a time. Do this with the RBS in same room as RBR. 10 feet distance is good.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
I walked through the setup process via the hardline like you suggested. I set up a new SSID and password, but it can't be found on any devices. I also have the router and the satellites all in the same room right now, maybe 6-8 feet apart, and doing sync does nothing... any ideas?
I recommend you contact NG support and let them know what or having problems with.
You can open a support ticket here:
I have three satellites and all of them went offline today. They have wired backhall and wont connect. I can move them 5 feet from each other and they will connect via 5G but wired does not work.... My network is bascially down
Factory reset the RBR and RBS. when you see the front pulsating WHITE, Power OFF for 2 minutes on the RBR and RBS. Leave the RBS OFF. Walk thru the setup wizard on the RBR using a wired PC and web browser. Check internet access with the RBR only. Wired and wireless.
When the RBR is back to ready, use the sync buttons on the RBS and RBR to sync the RBS. I would do this with the RBS in same room as teh RBR. 10 feet distance.
Hogwarts wrote:
I have three satellites and all of them went offline today. They have wired backhall and wont connect. I can move them 5 feet from each other and they will connect via 5G but wired does not work.... My network is bascially down
- They all have the same firmware. I am not doing a hard reset . I have 50 attached devices. A hard reset means reconnecting 50 devices…. I need a precise answer to solve, not a reboot of 50 devices
- Plus devices won’t reset . I hold a pin in the reset hole for 30 seconds. They restart but don’t factory reset. So if you try to add them again system won’t find them…. These devices are poorly designed. Team should be ashamed….
30 seconds is too long for the button press, only 15 seconds is needed.
Also did you reset the RBR and setup from scratch as well?
Power OFF of the RBR and RBS for 1 minute as well?
Ensure the FW on the RBS is same as whats on the RBR...if the RBS is not using same version, it may not sync at all.
