RBR 750 Security Armor in Orbi App Returns Unknown Error

[NGUser9999]

Have Orbi RBR750 system with one satellite both running v4.6.14.3 and the orbi app running on iOS v. 2.31.0.195. I am subscribed to Netgear Armor running on the router.

When selecting the "A" Security tab within the App, a new screen opens which says "Verifying Account information..." but then a pop-up window appears that states "Error" "Unknown Error" with the only option being "Ok", which returns me to the main screen of the App.

This behavior has persisted for several months and I would like to be able to access the security alerts feed, which I believe this link should lead me to. Anyone have any insights on what is going on here? I have tried uninstalling and reinstalling the app, as well as logging out of the app entirely and then back in.

[CrimpOn]

If you have subscribed to Armor, perhaps use a link on this page to open a conversation with Netgear?

https://kb.netgear.com/000063635/How-do-I-get-help-with-my-NETGEAR-subscription-service 

[FURRYe38]

Might check into updating FW as well:

https://community.netgear.com/t5/Orbi-WIFI-6-AX-AND-Wi-Fi-6E-AXE/New-RBR750-RBS750-Firmware-Version-...

[Blanca_O]

Hi @NGUser9999

Did you happen to transfer this router's registration to separate email? 
Please make sure the SSO email used in the Orbi App is the same as the SSO email where the router is registered.  

Regards,
Blanca
Community Team

[NGUser9999]

I think this is it as the router was changed to a different account with netgear at some point in its life.

[FURRYe38]

Be sure all user accounts and the router is registered to your account information. 

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@NGUser9999 wrote:
I think this is it as the router was changed to a different account with netgear at some point in its life.

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[NGUser9999]

I tried updating the registration of the orbi router and satellites, the satellites were not registered to my account. I reset everything in the hardware side, but still am not able to access the security page in the app and get “unknown error”. Anyone have any other thoughts on what to try?

I’d be interested in continuing the armor subscription, but let it lapse because of this error.

[FURRYe38]

Lets reach out to NG support and see if they can help on this matter. I think this is beyond our help here. 

https://community.netgear.com/t5/NETGEAR-Armor/Armor-Help-and-Information/m-p/2211063#M6089

@Blanca_O @KevinLiT 

[FURRYe38]

Please see if you can dig up proof of purchase. Support may or will ask you about this. 

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@NGUser9999 wrote:
I tried updating the registration of the orbi router and satellites, the satellites were not registered to my account. I reset everything in the hardware side, but still am not able to access the security page in the app and get “unknown error”. Anyone have any other thoughts on what to try?

I’d be interested in continuing the armor subscription, but let it lapse because of this error.

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