NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
RBE 971 Auto Firmware Updates - I have questions!
Haven't been on here lately but on a whim thought I would check to see if Netgear has updated any firmware. I left shaking my head wondering what the heck is going on these days with Netgear.
I see that Netgear has pulled a version 12 offline, but in doing so, did they kill the auto-update service?
My Orbi reports "Update Failed" and "Service Unreachable" in the ADVANCED | FIRMWARE UPDATE menu.
(I would post a screenshot here, but these forums get stuck on uploading media. SMH.)
I then thought I would check the Netgear support download center where current firmware would be located in case a manual update was necessary... turns out that is harder to find than Waldo. I ended up giving up the search as I realized Netgear has made their support system intentionally convoluted.
Did they take the central download repository off line?
Looks like the current RBE971 firmware remains at 9.13.2.1, the one released in October of 2025?
Clicking on SUPPORT and FIRMWARE on this page results in a "404 Page not Found"
So WTF is going on these days with RBE971 firmware?
Why would they be jumping from a version 9 to a version 12?
What a mess for customers.
12 Replies
I believe the URL previously listed in this thread is the correct firmware source for the Orbi 970 series.
https://www.netgear.com/support/product/rbe972s
I find it hard to understand that the system is sold as the Orbi 970 Series with its RBE971 router and the RBE970 Satellites all listed under the caption as RBE972S. The firmware for both the RBE970 and RBE 971 is listed as Firmware Version 9.13.2.1 yet the Version 9.13.2.1 for the router is 56.4 MB and Version 9.13.2.1 for the satellite is 34.7 MB.
It is normal for router firmware to be larger in size than satellite firmware.
The router has more tasks to accomplish, and thus more code.
In my 20 years using Netgear equipment I have never seen the automatic firmware update work correctly. It seems to be even worse with the Orbi 970 system. If interested I can send you a bunch of screenshots showing the problems. I have always reverted to manual firmware checks and subsequent update incorporation if requird. Today to check for the Orbi 970 system I go to https://www.netgear.com/support/product/rbe971 Manual procedures might even be a requirement for my system with its two Orbi 970 satellites. Netgear has suggested to me updating the satellites firmware first and then the router. Regardless I don't look forward to the day I will have to update from latest Firmware Version 9.13.2.1 I will make sure I light a few candles when I undertake the operation.
To be honest I've never seen it work either I was shock to see the update sign saying update available when they release the revers software a few days ago, then just mins after it was gone and the update section went down totally.
I tried contacting them. She kept asking which one I upgraded first and I said ma'am I didnt upgrade it but its broke now. About to return it and get a different brand.
frustrating part about all of this is that the Support staff has not been trained to handle this very well, they made me go through uploading the same firmware twice and then factory resetting the router to spend a few hours of my limited time triaging an issue that clearly as listed on this forum has already been identified to be fixed by the next firmware. It would have saved me and also the support team a lot of frustration if they would just be upfront and honest to say "we know this to be an issue and we are working on a fix for it so please hang tight!" that is all we need sometimes just clear communication.
This is beyond frustrating. Due to the rural area I live, my home services (telephony, security, and gate controls) all rely on a stable connection which ceased to exist after my Orbi auto-updated on 4/23. Been trying to reach customer service for days and all they can say is my case has been escalated. I would think Netgear would try to accommodate customers and ship a replacement hardware since I haven't had my equipment long. They could then take the time needed to probably work on the firmware issue without causing massive disruptions. Guess it's time to go back to Eero or Ubiquiti. Very disappointed!
Clicking on SUPPORT and FIRMWARE on this page results in a "404 Page not Found"
This has happened to me a number of times. Just now, instead of selecting "Firmware Downloads", I copied the link, and it appears to be this:
https://www.netgear.com/support/download/?model=&_ga=2.38375275.974127454.1697786862-475167439.1689166105My impression is that there is coding error in the home page for the Community Forum.
It's much worse....
My impression is that there is coding error in the home page for the Community Forum.
In some non-explainable faith, Netgear Marketing and Support has split the originally working common repository https://www.netgear.com/support/download/ into two (or in fact some more sections, just creating confusion and user frustration:
https://www.netgear.com/support/enterprise/
https://www.netgear.com/support/home/
-> The Enterprise Support does easy allow searching models ....
-> The Home Support s**s. - and is mostly broken, and partially working only. Compare to how the Enterprise support entry page is working for a long time, just like the original generic one from the past. Here they re-introduced and duplicated far to much...
-> The third entry point for the Home Downloads is well hidden somewhere on the Home Support page
https://www.netgear.com/support/home/downloads still working as before, and has below a "Browse by Category", too.
Sure, I -do- understand that some parts like the
Getting Started, Troubleshooting, and Order & Account bring some added value (to address a lot of support and/or community questions). Said that: The Home Support page is not even half finished. Type a product like e.g. EAX80 or EAS27 on the "new" Home Support page and see ...
To me , this looks like who ever was in charge for that mess, has lost the oversight of what had ben implemented before.
And the "new" Home Support entry page is partially done (and for me not working...).
Just like the top menu list on all Welcome to the NETGEAR Community | NETGEAR Communities pages - which does not take care of these new "ideas". There should be two dedicated menu points for Home Support as well as Enterprise Support.
v12 was accidently posted when it shouldn't have been.
NG is working on new FW and will release it when it's ready. It's in testing currently.
AU services are just disabled for now as to help ensure nothings gets pushed accidently.
v12 will be a major update when it arrives.
All FW updates can be seen here for the 970 series:
https://www.netgear.com/support/product/rbe972s
Please be patient. Thank you.
