NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.

Forum Discussion

yick04's avatar
yick04
Aspirant
May 17, 2023

Troubleshooting RBK852

I'm trying to set up my RBK850 but I am having issues.

When running setup through the app, I get to the point where I am supposed to connect to the network via my phone, but I am unable to do so. The router default network (called "ORBI72") shows up in my list of available wireless networks, but when I try to connect, I just get a basic error along the lines of "ORBI72 could not connect" (Android). I have tried multiple devices.

I then tried the alternative method of setting up the router using a laptop connected via ethernet. This went better: I was able to configure everything and get to the admin screen. The router connected to the internet fine and I was able to access websites etc via the ethernet-connected laptop. However, the wireless functionality still was not working properly. I tried connecting using a couple of different devices, to no avail. I was also unable to connect to my satellite. The admin panel said that the wireless network was functioning properly. I tried changing the SSID of my router to something else, and even though the admin panel showed the updated SSID, the devices that I was trying to connect to my network showed the old ORBI72 network only. I also tried activating the guest network just to see if it would show up as a network on my devices, but it did not.

Other things I've tried:

  • rebooting all devices including the router, modem, and the devices that I was attempting to connect to the network

  • factory reset the router (held reset button for 12 seconds)

  • manually updating the firmware on the router

Would appreciate any additional help I can get. Open to trying anything.

8 Replies

  • FURRYe38's avatar
    FURRYe38
    Guru
    May 17, 2023

    What Firmware version is currently loaded?
    What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
    Be sure your using a good quality LAN cable between the modem and router. CAT6 is recommended.

     

    It's recommended to setup the system usnig a wired PC and web browser.

     

    If you setup the system using the Orbi app, be sure that any MAC ADDRESS Randomizers are disabled on phones and pads:

    https://community.netgear.com/t5/Orbi-App/NETGEAR-Mobile-Applications-and-Apple-Devices-FAQ/td-p/2220016/jump-to/first-unread-message

     

    Try syncing the RBS to the RBR while in the same room. Use the Add Satellite feature on the RBRs web page to add the RBS. 

     

    How many RBS are deployed? 
    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.

    • yick04's avatar
      yick04
      Aspirant
      May 17, 2023

      I loaded v4.6.14.3 onto it manually (prior to that, I believe it was a v4.6.9.x version; neither fixed the issues).

      Modem is Hitron CODA-45.

      (Again, there seems to be no issues in the connection between the router and modem because I was able to access the internet fine via a wired connection from laptop to router).

       

      I set up the system using a wired PC connection.

       

      The distance between the router and satellite may have been too far when I initially tried setup; I will try again in the same room. However, this still does not explain why I cannot connect devices wirelessly to the router. There is clearly an active wireless signal that exists because I can see the Orbi on my list of available networks, so it's not broken in that sense. It just won't connect and I cannot figure out why.

      • FURRYe38's avatar
        FURRYe38
        Guru
        May 17, 2023

        What security mode are you using? WPA2 and AES is preferred. I know there is WPA3 and SAE however there are compatibility issues with this mode and devices that don't support it. Especially older devices. So use WPA2 and AES only for now. 

         

         

        Be sure to change the SSID name to something different. Custom SSID name is recommended. Two words with one space in between works. Make it something fun or intuitive. 

         

        Pass word should be 10 characters, an upper case character, numbers are recommended. Can add a special character as optional however lets keep it simple for now. 

         

        Might try a reset and setup from scratch with the RBR and RBS using a wired PC and web browser. Walk thru the setup wizard. A complete pull of the power adapters for a period of time after the factory reset then walk thru the setup wizard and setup from scratch with a wired PC and web browser. Recommend setting the default DHCP IP address pool range to the following after applying and a factory reset: 192.168.#.100 to 192.168.#.200.
        https://kb.netgear.com/24089/How-do-I-specify-the-pool-of-IP-addresses-assigned-by-my-Nighthawk-router
        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.
        Press the back reset button for 15 seconds then release. 
        https://kb.netgear.com/31486/How-do-I-reset-my-Orbi-system-to-factory-default-settings
        https://kb.netgear.com/000062081/How-do-I-erase-the-configuration-settings-on-my-Orbi-WiFi-System