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Forum Discussion
Satellites aren't picking up any devices
I just purchased another RBE770 to connect to my existing mesh network to work a perceived coverage issue. I have a 3 story home with approximately 2400 square feet per floor. The new device is incapable of finding any satellites in the network. I drilled into the 2 satellites and see they are carrying none of the devices in the house. I attempted to open a ticket with the new satellite to see if I could get it to event connect to the mesh and it can't find any devices. The new satellite is 15 feet from one of the other satellites. I can see the 2 theoretically working satellites in the orbit app.
I attempted to open a support ticket with the bot. It took the serial number of the device and when I tried to select it from the bot all my devices are now missing. Is there any way to actually get to a human before I replace this equipment. Are there any suggestions for what to check to see why all the devices in my house are only capable of connecting to a router in my basement instead any of the 3 satellites distributed throughout the house?
I am absolutely unimpressed with their equipments performance and inability to get any support. I have been using netgear equipment for many years and it seems they no longer are capable of supporting their products.
5 Replies
There have been numerous reports on the Community Forum regarding issues when the Orbi router and satellites are not on the same firmware release.
In this particular situation, with one device on the newest firmware (10.5.20.7) and three satellites on 10.5.19.5, the suggested solution would be:
- Download firmware 10.5.19.5 for the router from:
https://www.downloads.netgear.com/files/GDC/RBE770/RBE771-V10.5.19.5.zip?_ga=2.145477236.1343342551.1764952170-1008416333.1762900197
and extract the firmware from the zip file to a location on your computer. - Download 10.5.20.7 for both the router and satellites from:
https://kb.netgear.com/000070343/
and extract the firmware for router and satellites to the same location on the computer. - Log into the web interface of the router and navigate to the Advanced Tab, Firmware Update menu and select Manual Update.
- Select the 10.5.19.5 version for the router and upload it.
- The router will reboot and all devices will be on the same firmware.
- Navigate to the Firmware Update page again and see if the Automatic Update process will detect that 10.5.20.7 is available for the router and satellites.
- If it does not, then again use the Manual Update tab to update the three satellites first to 10.5.20.7.
- Finally, update the router to 10.5.20.7
This is really awkward and does not affect the vast majority of users because their systems update automatically while all are on-line with the default WiFi backhaul.
- Download firmware 10.5.19.5 for the router from:
the satellite that is wired also shows a status of Config Synch. Any idea what that means?
I was able to connect my satellite to the router. The satellites to are all on 10.5.19.5 and router is V10.5.20.7_2.2.48. I have one of the satellites connected via ethernet. Looking at the admin console I can see 3 of the satellites are showing connection type as 5 GHz + 6GHz and the wired one only shows 5 GHz is this normal?
What does the RBRs web page show in a web browser?
Has a power off for 1 minute then back ON with the ISP modem and router and satellite(s) been performed?
Be sure to restart your network in this sequence:
Turn off and unplug modem.
Turn off router and computers.
Plug in and turn on modem. Wait 2 minutes for it to connect.
Turn on the router and wait 2 minutes for it to connect.
Turn on computers and rest of network.Be sure to disable any MAC Address randomizers on phones and pads while at home:
NETGEAR Mobile Applications and Android/Apple/Windows Devices FAQ | NETGEAR CommunitiesWhat 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 wired or wirelessly connected.
https://kb.netgear.com/31029/Where-should-I-place-my-Orbi-satellite🛰
15 feet is TOO close in between the RBS. 30 feet or more.
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?What mobile device are you using? Android or Apple?
What version of the Orbi app are you using?
No bots in the system here. Find support in the forums or here: https://www.netgear.com/support/
And to add insult to injury I logged back into the orbit app after interacting with robot and all satellite devices are gone from my network map.
