I installed an RBR850 and 3 satellites last weekend. I have about 30 devices attached - Rokus, phones, computers, Ring security cameras, robot, etc. All have been working well. Suddenly tonight a large block of devices could no longer connect to the internet. My Roku saw the ORBI system and showed it had excellent connectivity. It would go through and connect but when you checked the connection it said there was no internet. My phone didn't work. And yet I walked into another room and my wireless printer was printing away and my Roku was working - and my phone started working. All satellites had a green status on the orbilogin.com page. I unplugged the two satellites that seemed to be carrying the devices not working and then plugged them back in. No change. Logged on to orbilogin.com and there was a big red banner saying not connected to ethernet. I clicked on test, and it showed a bar and said it was updating. This completely fixed the problem, and all my devices reconnected instantly. Can anyone tell me what just happened? I have a lot of time and money invested in ORBI and hope this was a one time event!

ISP says everything checks out, which I believed would be the case because I cannot replicate the problem if I cut ORBI out of the communication (make my PC talk directly via ethernet to the ISP modem). Today I talked with Netgear again, and they are replacing my router and assure me this will fix the problem. I later heard from Christian, who has granted me beta access. So if the new router continues to have problems I will attempt to set up V223 and see if that fixes the problem. Thank you so much for all of your help - one way or another, your input has helped move this problem forward. Appreciate your expertise!!

The truth of the matter is wifi technology is complex. It is amazing that a non-technical user can get it running at all! Things do go wrong quite frequently. My initial setup went without my having to call Netgear, but I knew a few tricks when things didn't go quite right. My setup with the replacement router ended up with almost 2 hours on the phone to Netgear. I will say Netgear customer service is patient and tries very hard to help. But most of the solution to my problems came from the Netgear community and m own computing background.

scamperpamela wrote: Suddenly tonight a large block of devices could no longer connect to the internet. What firmware version do you have on the device? A number is more useful than "the latest". (It may not be by the time people read this.) There can also be newer versions, or "hot fixes", that do not show up if you check for new firmware in the browser interface.It might also help if you told people what the modem is in front of this router, if there is one. The model number could be useful. Is it, by any chance, also a router, with a set of LAN ports on the back?The reason for asking is that a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting. scamperpamela wrote: I installed an RBR850 and 3 satellites last weekend. You have posted your message in the section of this community given over to Nighthawk WiFi Routers. (This is easily done, given Netgear's complicated community structure.) Many questions apply to different types of device, so there may be useful responses here, but you might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here: Orbi - NETGEAR CommunitiesI will ask the Netgear moderator to move your message.In the meantime you could visit the support pages:Support | NETGEARFeed in your model number and check the documentation for your hardware. Look at the label on the device for the model number.You may have done this already. I can't tell from your message. I mention it because Netgear stopped supplying printed manuals and CD versions some years ago and people sometimes miss the downloads.

Firmware is 32.18.1_1.4.14Modem (from Spectrum) is Arris TM1602. Does not include a router. No extra ports. Thank you for your help!

scamperpamela wrote: Firmware is 32.18.1_1.4.14 Modem (from Spectrum) is Arris TM1602. Does not include a router. No extra ports. That's good. Needed to rule that out. A modem/router crops up far too often in these problems.

My new Orbi RBR850 mysteriously dropped some internet connections

27 Replies

michaelkenward
Guru - Experienced User
Jul 30, 2021
scamperpamela wrote:

Suddenly tonight a large block of devices could no longer connect to the internet.

What firmware version do you have on the device?

A number is more useful than "the latest". (It may not be by the time people read this.) There can also be newer versions, or "hot fixes", that do not show up if you check for new firmware in the browser interface.

It might also help if you told people what the modem is in front of this router, if there is one. The model number could be useful. Is it, by any chance, also a router, with a set of LAN ports on the back?

The reason for asking is that a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting.

scamperpamela wrote:

I installed an RBR850 and 3 satellites last weekend.

You have posted your message in the section of this community given over to Nighthawk WiFi Routers. (This is easily done, given Netgear's complicated community structure.)

Many questions apply to different types of device, so there may be useful responses here, but you might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here:

Orbi - NETGEAR Communities

I will ask the Netgear moderator to move your message.

In the meantime you could visit the support pages:

Support | NETGEAR

Feed in your model number and check the documentation for your hardware. Look at the label on the device for the model number.

You may have done this already. I can't tell from your message.

I mention it because Netgear stopped supplying printed manuals and CD versions some years ago and people sometimes miss the downloads.
- scamperpamela
  Star
  Jul 30, 2021
  Firmware is 32.18.1_1.4.14
  Modem (from Spectrum) is Arris TM1602. Does not include a router. No extra ports.
  
  Thank you for your help!
  - michaelkenward
    Guru - Experienced User
    Jul 30, 2021
    scamperpamela wrote:
    
    Firmware is 32.18.1_1.4.14
    
    Modem (from Spectrum) is Arris TM1602. Does not include a router. No extra ports.
    
    That's good. Needed to rule that out.
    
    A modem/router crops up far too often in these problems.
FURRYe38
Guru - Experienced User
Aug 06, 2021
Have the ISP check the signal and line quality UP to the modem. Be sure the ISP provisions the modem correctly.
Be sure there are no coax cable line splitters in the between the modem and ISP service box.
Be sure your using good quality RG6 coax cable up to the modem.
Be sure to power OFF the modem and RBR for 1 minute then back ON.
https://community.netgear.com/t5/Cable-Modems-Routers/General-info-and-Troubleshooting-for-Cable-Modems/m-p/1530376#M12853

scamperpamela wrote:

I installed an RBR850 and 3 satellites last weekend. I have about 30 devices attached - Rokus, phones, computers, Ring security cameras, robot, etc. All have been working well. Suddenly tonight a large block of devices could no longer connect to the internet. My Roku saw the ORBI system and showed it had excellent connectivity. It would go through and connect but when you checked the connection it said there was no internet. My phone didn't work. And yet I walked into another room and my wireless printer was printing away and my Roku was working - and my phone started working.

All satellites had a green status on the orbilogin.com page. I unplugged the two satellites that seemed to be carrying the devices not working and then plugged them back in. No change. Logged on to orbilogin.com and there was a big red banner saying not connected to ethernet. I clicked on test, and it showed a bar and said it was updating. This completely fixed the problem, and all my devices reconnected instantly.

Can anyone tell me what just happened? I have a lot of time and money invested in ORBI and hope this was a one time event!
- scamperpamela
  Star
  Aug 08, 2021
  Thanks, will look into these items.
  
  I have not encountered this problem again, but I am getting sporatic "This site can't be reached..." and DNS-PROBE.... They are quick, often refresh themselves, and if not a simple F5 refresh fixes instantly. Been on with Netgear several times. Changed wifi channels (though the computers - 2 of them, and 2 different browsers tested on each computer) are ethernet connected. Changed to a static DNS. Then changed the MTU from 1500 to 1492. I read up some on that and think 1436 tests better on my computer. But no matter, it is still doing it at both 1492 and 1436. Yesterday I directly connected my computer to the cable modem to take ORBI out of it and could not get it to fail in an hour or so - doesn't totally provide it is ORBI but seems highly likely as it wasn't doing this with my old R6100 Netgear router, etc. and doesn't seem to do it with ORBI out of the picture. Any ideas? I'll be on my 6th call, and they always try to help but so far no luck.
  - michaelkenward
    Guru - Experienced User
    Aug 08, 2021
    scamperpamela wrote:
    
    Then changed the MTU from 1500 to 1492. I read up some on that and think 1436 tests better on my computer. But no matter, it is still doing it at both 1492 and 1436.
    
    This is best found by asking your ISP.
    
    Also note the advice from FURRYe38 about turning things off and on.
    
    Netgear's instructions are clear on this. Turn off modem and router. Then turn on modem and leave it so settle down and make an internet connection. There are probably lights on the front that will yell INTERNET CONNECTED. Then turn on the router and wait for it to go through its paces before messing around with anything else.
    
    Have you seen the same behaviour since things came back to life?
    
    I ask because if this bit in your first message:
    
    Logged on to orbilogin.com and there was a big red banner saying not connected to ethernet. I clicked on test, and it showed a bar and said it was updating. This completely fixed the problem, and all my devices reconnected instantly.
    
    When you set the thing up, the Orbi stuff will go out and look for firmware updates. And each satellite needs its own update. Maybe your interruptions were down to those updates.
    
    This sort of hints that this might have happened:
    
    scamperpamela wrote:
    
    I have not encountered this problem again...
    
    These message hint at something away from the router:
    
    scamperpamela wrote:
    
    .... I am getting sporatic "This site can't be reached..." and DNS-PROBE.... They are quick, often refresh themselves, and if not a simple F5 refresh fixes instantly.
    
    You don't say where you see those message, so I may be totally wrong. (Quite likely) But have you looked to see if the Orbi and R6100 are using the same Domain Name Server?

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My new Orbi RBR850 mysteriously dropped some internet connections