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Forum Discussion
RBR750 major issues after FW 4.6.3.7
Hoping someone can help here – I’ve already spent two hours on the phone with support to no avail. We have had the Orbi RBR750 router/2 satellite system for almost a year and experienced only very minor issues. After the latest firmware upgrade, however, the Router will not stay connected and devices fall on/off intermittently. We have not changed any other equipment or service, and our ISP is operating completely fine. We can connect both wired and wirelessly to the ISP modem/router. We’ve performed a factory reset and it worked for a few hours but then back to the dreaded magenta light. The ONLY thing that changed was the latest FW upgrade so I know the issue has to be connected to that. Has anyone figured out a fix as I’ve browsed a few other topics and it seems to be somewhat widespread issues?? So frustrating to say the least and I’ve been pretty disappointed with the tech-support I pay for from Netgear (will handle that with them separately).
42 Replies
Anything in here of use?
Do both wired and wireless stop working?
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? IF your ISP Modem already has a built in router and wifi. This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktop- Pretty much the same deal. Got back from vacation to discover the solid magenta light, failure to obtain IP address problem. Saw reports of the firmware update and similar trouble. Factory reset didn't work for me at all. Three months free tech support (am absurdly short time) ended mid June. Absurd that I'd be directed to a premium support subscription when a firmware update bricked my device.
Anything in here of use?
Do both wired and wireless stop working?
What channels are you using? Auto? Try setting manual channel 1, 6 or 11 on 2.4Ghz and 40 to 48 channel on 5Ghz.
Any Wifi Neighbors near by? If so, how many?What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too? IF your ISP Modem already has a built in router and wifi. This would be a double NAT (two router) condition which isn't recommended. https://kb.netgear.com/30186/What-is-Double-NAT
https://kb.netgear.com/30187/How-to-fix-issues-with-Double-NAT
Couple of options,
1. Configure the modem for transparent bridge or modem only mode. Then use the Orbi router in router mode. You'll need to contact the ISP for help and information in regards to the modem being bridged correctly.
2. If you can't bridge the modem, disable ALL wifi radios on the modem, configure the modems DMZ/ExposedHost or IP Pass-Through for the IP address the Orbi router gets from the modem. Then you can use the Orbi router in Router mode.
3. Or disable all wifi radios on the modem and connect the Orbi router to the modem, configure AP mode on the Orbi router. https://kb.netgear.com/31218/How-do-I-configure-my-Orbi-router-to-act-as-an-access-point and https://www.youtube.com/watch?v=H7LOcJ8GdDo&app=desktopI scanned that thread and found nothing of help. Wired and wireless stopped working. I can't access my router, via Orbi app or web login, so can't verify channels. After factory reset I see in the Orbi app either "Orbi product not found" or "issues connecting with," with note to try disconnecting from mobile data, then try again. Doesn't work.
Modem is a Netgear Nighthawk CM1200, <Serial number removed>.
Just wanted to add to this thread I ran into the same issues. I have an RBR750 with two RBS750 satellites. I updated to the v4.6.3.7 f/w after being notified by the Orbi app. Having all sorts of issues ever since. Spent 3 hours on 4 different support calls, talking to 4 different engineers (one disconnet and no call back as was told would happen if disconnected). Router and satellites updated fine at first, but within a few hours one of the RBS750 dropped off and would not connect back to the mesh network. Multiple factory reset attempts prior to support call, and then several more with different engineers did not solve. Getting a replacement RBS750, paying for the shipping. Was told since was my first call would get support...even though I had paid for premium h/w support through 6/2022...in any event, the f/w caused the issue...it took effort, but netgear support setup an RMA. Waiting for shipping confirmation at this point...had to provide proof of purchase (even though bought through netgear.com) and picture of tag with s/n, mac, etc. Performance is horrible since upgrade...multiple devices have much higher latency, my 1Gb down/25Mb up is performing at ~50% of pre-upgrade. From ~900Mbps to max so far of 590Mbps. Afraid to perform any reboot or power cycle for fear it will just stop working...hoping an updated f/w is soon to come to fix these issues...so many reports of other users with Orbi 7xx series with similar issues. I wish I had searched here before proceeding with upgrade. If this does not improve soon, I will be switching to a different product...too many issues.
Intead of updating via Orbi app, try updating manually with a wired PC and web browser and manualy re-loading FW on the RBS then RBR then factory reset and setup from scratch.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
What is the size of your home? Sq Ft?
What is the distance between the router and satellite(s)? 30 feet or more is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satelliteTry reverting back to v3 FW?
kernel528 wrote:Just wanted to add to this thread I ran into the same issues. I have an RBR750 with two RBS750 satellites. I updated to the v4.6.3.7 f/w after being notified by the Orbi app. Having all sorts of issues ever since. Spent 3 hours on 4 different support calls, talking to 4 different engineers (one disconnet and no call back as was told would happen if disconnected). Router and satellites updated fine at first, but within a few hours one of the RBS750 dropped off and would not connect back to the mesh network. Multiple factory reset attempts prior to support call, and then several more with different engineers did not solve. Getting a replacement RBS750, paying for the shipping. Was told since was my first call would get support...even though I had paid for premium h/w support through 6/2022...in any event, the f/w caused the issue...it took effort, but netgear support setup an RMA. Waiting for shipping confirmation at this point...had to provide proof of purchase (even though bought through netgear.com) and picture of tag with s/n, mac, etc. Performance is horrible since upgrade...multiple devices have much higher latency, my 1Gb down/25Mb up is performing at ~50% of pre-upgrade. From ~900Mbps to max so far of 590Mbps. Afraid to perform any reboot or power cycle for fear it will just stop working...hoping an updated f/w is soon to come to fix these issues...so many reports of other users with Orbi 7xx series with similar issues. I wish I had searched here before proceeding with upgrade. If this does not improve soon, I will be switching to a different product...too many issues.
FURRYe38 wrote:Intead of updating via Orbi app, try updating manually with a wired PC and web browser and manualy re-loading FW on the RBS then RBR then factory reset and setup from scratch.
What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
What is the size of your home? Sq Ft?
What is the distance between the router and satellite(s)? 30 feet or more is recommended in between RBR and RBS to begin with depending upon building materials when wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satelliteTry reverting back to v3 FW?
kernel528 wrote:Just wanted to add to this thread I ran into the same issues. I have an RBR750 with two RBS750 satellites. I updated to the v4.6.3.7 f/w after being notified by the Orbi app. Having all sorts of issues ever since. Spent 3 hours on 4 different support calls, talking to 4 different engineers (one disconnet and no call back as was told would happen if disconnected). Router and satellites updated fine at first, but within a few hours one of the RBS750 dropped off and would not connect back to the mesh network. Multiple factory reset attempts prior to support call, and then several more with different engineers did not solve. Getting a replacement RBS750, paying for the shipping. Was told since was my first call would get support...even though I had paid for premium h/w support through 6/2022...in any event, the f/w caused the issue...it took effort, but netgear support setup an RMA. Waiting for shipping confirmation at this point...had to provide proof of purchase (even though bought through netgear.com) and picture of tag with s/n, mac, etc. Performance is horrible since upgrade...multiple devices have much higher latency, my 1Gb down/25Mb up is performing at ~50% of pre-upgrade. From ~900Mbps to max so far of 590Mbps. Afraid to perform any reboot or power cycle for fear it will just stop working...hoping an updated f/w is soon to come to fix these issues...so many reports of other users with Orbi 7xx series with similar issues. I wish I had searched here before proceeding with upgrade. If this does not improve soon, I will be switching to a different product...too many issues.
Although I appreciate the intent of helping by gathering more data on different user configurations, and I can understand why you'd ask for such information and attempt to guide to other options for installing the f/w updates...Obviously, my ISP modem, physical locations of where I placed my router and satellites, nor the size or physical makeup of my house have changed. It was working "fine" before the f/w update. However, for reference...
- ISP Modem Make/Model: Hitron CODA-45
- Home Sq Ft: ~3000 (3 levels) Router placed in basement level in home/office, satellite on each floor above. Router --> 1st satellite ~20 feet through floor/celing, router --> 2nd satellite ~30 feet (through 2 floors).
- I am, and have been, following the large multistory home layout.
- When the stalellites did/do sync, a solid blue light in front is displayed, indicating a good wireless connection. Same reported in the UI.
As mentioned, performance is demonstrably worse. Not only the speed test from the router to the ISP, but from my several Mac, iPhone and linux clients...consistently higher wifi latency than before, lower throughput, higher rate of jitter and dropped packets. From multiple clients. All the same clients as before. The variable is the f/w update.
My confidence is low, and if I need to reset everything to resolve the results of this poor f/w update, I will simply move to another vendor, or go back to Synology or Asus where the experience, although not perfect, was better than this experience with Netgear. I've had this Orbi setup since June of 2020, with ocassional issues, but was hoping to see improvement with future f/w releases.
This is a major step backwards.
