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Solved
ORBI RBR750 Smart Parental Controls - Activation fails after FW upgrade
I purchased a year of SPC from netgear when I bought my ORBI RBR750 with 2 satellites. They have been working great until after a FW upgrade. I logged in to the Orbi app and noticed the app prompting...
Yes, they finally fixed my issue. They did something on the cloud services side, then told me to reset my router and reinstall the ORBI app on my phone and it worked. I wasn't given any other details on the fix they made. But I did NOT have to update my FW on the ORBI, so it was something to do with the communication with the web service that allows the parental controls to happen.
Hi thank you for your reply. Yes I have tried factory resetting now 3 times. I just tried what you suggested and did full unplug of modem and router. Then factory reset the router and performed the ORBIT setup wizard using a wired computer and the web browser. I went to then go activate the SPC and it still gives me "activation failed".
I have tried everything you suggested in your reply, is there any other avenue to fix this issue? Is this a software bug?
I also filed a bug through instabugs using the ORBI app. Please help!
Perhaps this would be a good place to start:
https://kb.netgear.com/000063635/How-do-I-get-help-with-my-NETGEAR-subscription-service
I went through several rounds of troubleshooting with Netgear chat representative.
- I tried updating the firmware manually to the latest version (even though it had already been installed). SPC activation still fails
- Downloaded the ORBI app another device to try to active SPC - SPC activation still fails
- Factory reset router/satellites used the Web interface to setup ORBIs again - SPC activation still fails
- Factory rest router/satellites uninstalled the ORBI app - reinstalled ORBI app, setup ORBIs AGAIN - SPC activation still fails.
The end of the chat is the representative said he would escalate the case.
My issue still exists. I have not been able to use my smart parental controls for about 3 months now. It is supposedly in level 2 support now, I have sent support several instabugs and debug logs from my router and still no solution. This is getting ridiculous. I paid a lot of money for this Orbi, AND they are charging me to use a broken SPC!!!
When you go through that support web site all the way to selecting the subscription SPC, does it indicate that there is an active subscription?
(I tried to make a screen shot of the pull down menu to show SPC at the bottom, but it closes before I can grab it.)
It allows me to select SPC and brings up this screen:
(Having never subscribed, that seems a bit odd, but what do I know?)
At some point does it show anything acknowledging that there actually IS a subscription to SPC?
Where any of those interactions with "Level 2" recent?