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Forum Discussion

Chuckbo's avatar
Chuckbo
Aspirant
May 29, 2023

How to see if an Orbi bug is being resolved?

ChristineT  Christine, I read your post about how to report a bug with the Orbi app. Is there a way to track whether the bug has been escalated to the Support team to correct?   I spent a couple o...
FURRYe38's avatar
FURRYe38
Guru - Experienced User
Jun 06, 2023

From what I understand from NG, submitted bugs get sent to engineering for analysis. Any fixes that are deemed necessary are acted upon to resolve the issue. Some issues may not be fixed or pushed in current app released and applied in the next app update. If the issue is not seen in the next app update, it's presume fixed and resolved. 

 

 

Chuckbo's avatar
Chuckbo
Aspirant
Jun 06, 2023

In the meantime, I don't know what to think or do.

 

NETGEAR wants me to resubscribe to SPC, but I have no way to know if they've solved the bug or not and got it working yet. I specifically asked PreSales about this feature before I bought the Orbi, and two different times, they told me that SPC could control ethernet-connected devices. 

 

But this tells me that I can't rely on the Support team because they don't know what the product's limitations or bugs are.

 

I may just have to wait a couple of months and then register again. And if it still isn't fixed, I'll just cancel my membership. It looks to me like NETGEAR is kind of embarrassed that I've called them out about this, and they won't reply. Someone on Twitter asked me for the case# once and then stopped replying after he found out the bug I reported. To me, that's not a good sign either.

  • FURRYe38's avatar
    FURRYe38
    Guru - Experienced User
    Jun 06, 2023

    May only mean that the bug and information is being reviewed and worked on by NG engineering. There is no user feedback on how progress goes when they work on issues and nothing seen until next app or feature update so would have to check on next update to see. I'll see if I can get some information on if SPC controls ethernet devices or not. 

    • Chuckbo's avatar
      Chuckbo
      Aspirant
      Jun 06, 2023

      Please let me know what you discover.

       

      I called up the Support team three times and spent more than a couple of hours chatting with them and testing different scenarios to troubleshoot it. 

      • We've confirmed that Bedtime does not turn off the internet access via ethernet. The PC continued to have access to the ethernet. I confirmed this in the history log that showed it continuing to access sites, and I saw the PC continuing to access sites.

      • We confirmed that it was true for the current version of Orbi firmware.

      • We deleted the Orbi app and reinstalled it and reset the Orbi to factory conditions and replicated the problem.

      • We did not determine if the problem existed with earlier versions of the firmware.

      • The last thing I did before the SPC trial expired was that I was accessing the Orbi settings through the browser instead of through the app. It suggested to me that maybe the app wasn't controlling the settings for the ethernet. But I was able to turn it off and on via the Admin panel. Since then, my SPC trial has expired, but every since I accessed the device via the Admin panel, I believe that I'm able to turn it off and on manually with the Orbi app. But I can't test it now with Bedtime since I'm no longer subscribed.

       

      That's the state of the report as I remember it.

      Chuck