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I have shared this information with engineering and they will investigate this issue further but have not been able to replicate it at this time. Please monitor your connected device names over the next hour or so and let us know if the issue resolves itself.
Just got home and rebooted the router and restarted my iPhone and Orbi app but seeing the same issue. WiFi works and satellite devices are accessible but the main router says it can’t be found (even though it’s clearly working).
We have heard of some cases where the issue persists. We have seen this happen internally and after several minutes the issue clears on its own. Can you please share if you can access orbilogin.net/debug.htm and note whether or not the Seal value is v2.1.5.37-1 and firmware v4.6.8.2?
Unfortunately I don’t remember my login info since I never access my router settings through a browser. I tried the generic “admin” and “password” entries but it didn’t work. Eventually it asked if I wanted to reset my password and provide my serial number but I’m nervous with this issue ongoing it’ll completely lock me out once I try to setup a new password. Let me know what you recommend.
For the few customers that are still experiencing an issue can you please confirm if you're using an iOS Apple device to access the app? If so, please follow the steps below and provide your feedback:
After turning off Private Relay, that allowed me to see the router in the app. Same issue occurred like others where the device list all showed N/A.
However, turning Private Relay back on brings me back to the original issue where it says it can’t connect to the Orbi device. I’m fine turning it off briefly to troubleshoot this issue but won’t turn it off permanently for this. Hopefully your fix will address this. Thank you!
At this point, everything looks good... I can connect via ios or web browser, the device list is back. And it's a beautiful summer night in downtown Chicago.
That's great! Love hearing about your beautiful summer night in downtown Chicago. There's a full moon here in California that is staring at me! It's gorgeous!
@VVjjJJ - Our engineers would like to ask a small favor of you if you wouldn't mind... Can you log into the Orbi app and connect to your router via access anywhere and then re-enble the Private Relay and let me know if you are still connected?
My phone was connected via WiFi locally. "Anywhere Access" is enabled on my router. But I cannot connect from "outside" i.e. using a cellular connection. Don't think I ever have been able to. Perhaps a firewall setting in my cable modem.
Is Access Anywhere through a web browser? If so I can’t remember my username and password going through that route. It eventually asks if I’d like to reset my password and to provide it my serial # to do so. With this issue ongoing I’m nervous it’ll lock me out if I do that. Do you think it’s safe to reset it?
If access anywhere is just through the iPhone app then disabling private relay does put things back to normal in the app. Turning private relay back on will break it again.
Yes, it should be safe to reset your password. I just tested this and was able to reset my password without any issues. Access Anywhere would be an option from within the Orbi App. This article should help with step by step instructions:
Gotcha! So it was already enabled so I went to iPhone settings, disabled private relay, went to Orbi app and disabled anywhere access. Then I re enabled Anywhere Access and it asked me to log in so I logged back in. Checked settings to confirm anywhere access is enabled. Up until this point the app reconnected to the Orbi just fine. Then I went to my iPhone settings and re enabled private relay. Upon returning to the Orbi app it tried to reconnect to the Orbi and gave me the same error from earlier.
I have Anywhere Access enabled in my router. But when I try to connect without being on the router's network, I get the can't connect error. And I see no option anywhere on the Orbi app to "tap CONNECT VIA ANYWHERE ACCESS"
