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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 power cycled the Orbi and my iPhone and I am now able to access the Orbi from the app. However the app fails trying to get a list of devices with the following error message:
Could not reach server. Try again later
(code: CDIL-API-FAIL).
Could not reach server. Try again later
(code: CDIL-API-FAIL).
Hello rs8967643 ,
Can you confirm if you've forced quit the app? We have seen this error and have received some feedback that this works to resolve the issue. We've also heard that leaving it for a period of time resolves the issue on its own.
jvcjbl Can you also please monitor this error and give it about 24 hours to resolve?
Many thanks,
Christine
ChristineT yes I can. I see the person right above has the exact same issues as me. It works on the website though so that's step in a right direction. I'll let the app sit and see if it will work.
I have power cycled my router a few times and am still having the connection error, could you please confirm the firmware was pushed to my device? serial was dm'd to you yesterday (5/18) morning.
- I rebooted the iPhone, and restarted the app. Same error. On the first screen it says there are 35 devices, but when I click on that to get the list, it tries for a while and then gives the error message.
I will try again in the am.
Thanks Hello Christin, I found this community just a few minutes ago. I also cannot connect to my RBR 850 router with my iPhone. When can I expect the patch to be available to all of us having this issue? Thank you!
- Those of us who bought this Orbi system spent a lot of money for what was supposed to be the best system (reasonably) available on the consumer market. I personally spent a lot of time researching this system before I spent the $1000 ish on my RBK 850. I recently purchased some devices that can utilize WiFi6 , and the future proofing with the speed and convenience made this an easy decision. Us consumers spend extra on premium items like this system and we expect the performance to match the cost. So when something like this happens, it shouldn't be on the consumer of the top end product to have to spend time researching and communicating on these forums to HOPE they get the attention of the ONE rep (Christine - she's been awesome btw) that is actually willing to help. This is on Netgear, and further proof that they really don't care about their consumers, even those that pay for their elite products. Over the past 3 days, I personally have messaged Netgear via email, on this forum, reviewed and complained on their Google store Orbi app page, and DMd Christine directly on the subreddit dedicated to Orbi (https://www.reddit.com/r/orbi?utm_medium=android_app&utm_source=share) - all without even a simple response recognizing that I am having an issue. I get it - they are busy, they can't reach out to everyone, yadda yadda. All tired excuses for a company that happily took thousands of dollars from all of us, for a top end system in 2020/21/22, and now they broke their system. Somehow it becomes the consumer's responsibility to mitigate the fix AND manage the relationship so that they will see fit to help us? This is why we consumers need to give feedback to the Bureau of Consumer Protection, these kind of situations should not be the norm.
