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Forum Discussion
Solved
RBR850 We can't find your Orbi
Today my internet connection suddenly dropped while I was working. Upon troubleshooting, I found that the Orbi app, and 192.168.1.1 from my PC, are both no longer working. The app says "We can't find...
**Updated 5/25/2022 at 12:00 PM Pacific Time
Hello Orbi Family!
Thank you all so very much for sharing your experience with us! As previously mentioned, based on the feedback we received after deploying the first patch to a select group of customers, we learned that we had an opportunity to improve the next interaction of the patch. I am happy to say we have tested this patch internally and start to roll it out to those of you who have already submitted your serial numbers. This group includes those that were in the first round so that your Device List and Armor services will be restored without any intervention on your side.
Update: If you've private messaged me and have not received a response, I promise I'm not ignoring you! 😉 As you can imagine, I have received quite a lot of messages. To ensure the patch is pushed out to as many of you as possible, I am focusing on grabbing the information and getting it in the hands that need it to push the update.
Update: We have begun to roll out this patch in a phased approach. Several of you should have received the patch overnight. You can check to see if you're system received the patch by going to http://orbilogin.net/debug.htm and confirming the SeAL value shows -2. If you are unable to access this page it means the router has not received the patch. If you've submitted your serial number to me on or before 6 PM last night 5/24/2022, please restart your system by unplugging it and plugging it back in and wait approximately 5 minutes after the router is fully restarted and check again. We have heard a second restart has proven more successful if the router was affected by this issue.
For more information please visit: NETGEAR is rolling out a fix for an issue affecting the Orbi RBK85x and RBK75x Series Mesh Systems.
Please note: the satellites do not need to be updated at this time and may show on a different firmware version. This is expected.
Please continue to add the results of your experience with this issue so we can look into this further if needed. If this is a new issue after being able to access the router settings please create a new topic for better visibility. Thank you!
Best Regards to All,
Christine
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"
Hello Jerry401 ,
Thanks for hanging in there with me!
- From the main Orbi app screen tap on the cloud with a circle around it in the upper left hand corner
- Then tab on the router name where it shows you a >
- You should see two entries one for local connection and one for Access Anywhere.
Does this help?
Best,
Christine
Jerry401 ,
That helps! Tap the RBR850 where you see the red dot! That should take you where you need to be.
Best,
Christine
That just brings up a blank "Your Products" page.
Jerry401 ,
Let me take this back to my engineering team for further investigation.
I'll be back in touch as soon as I have an update for you.
Best,
Christine
OK. Calling it a night. From my standpoint, everything is fine. Except access from "outside" which I don't really need and haven't ever used. But I'm happy to test more for you.
OK... In order to get "anywhere access" to work, I had to toggle it OFF then ON again while connected to Orbi.
THEN I could go to my iphone (with Wi-Fi off) and connect to the orbi via anywhere access. Then I saw the cloud with circle you described.
And I could connect with Private Relay ON OR OFF.
- I rebooted my router again. This time the device lists shows all the device names. I followed Jerry’s process of enabling Anywhere Access and Private Relay. I turned off private relay, went to the Orbi app and turned off Anywhere Access. Then I closed the Orbi app and reopened it. When I try to re enable Anywhere Access I get the attached error
- Oh gosh now when I access my Device Manager list I get the attached error. Luckily the internet works but these errors are worrisome. Let me know what else I can do.
