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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! đ 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
We canât access at all thru backhaul. Forget about satellite. The firmware update is screwed up.
I was surprised to see that the issue started back in April!
According to Techzine EU:
started April 27th
The problem firmware was 4.6.8.2
Orbi models: RBR750, RBS750, RBR850, and RBS850.
IT wasn't the FW, it was the auto update process the broke something. Some users like me had already manually downloaded and installed v.2 BEFORE NG sent it out via AU. Was working fine at this point. We believe the AU system played a roll in messing things up for users that had not already manually updated to v.2. Didn't see issues until posters started noticing this problem on or about 5/5.
Jroach wrote:
I was surprised to see that the issue started back in April!
According to Techzine EU:
started April 27th
The problem firmware was 4.6.8.2
Orbi models: RBR750, RBS750, RBR850, and RBS850.
FURRYe38 I was just reporting what was in Techzine. You did jog my memory though and recall Christine (or somebody) saying that the 'auto update process' was the root. That actualy makes me more concerned that this was a foundational delivery issue vs. FW bug.
The other interesting part is that NG stated that one of the reasons for the firmware update was was for the following:
- Removes the remote management feature from the router web interface (if disabled at time of update) to improve router security.
(ref: https://kb.netgear.com/000064877/RBK653-Firmware-Version-4-6-8-2)
I wonder if it would help bring more resources to the issue if we had a thread dedicated to root cause, timing, # of users, management involved, resolution, etc. that crossed all Orbi models. I think there are some valuable corporate lessons/take-aways; should support take calls (vs charging) regarding this issue, is warranty extended for the length of time where this manufacturer defect took place, and so on. I find this a fascinating problem and am very interested how it is resolved and who gets involved.
