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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
**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
Thanks ChristineT Everything works now....less than 24 hours after I've submitted my serial number.
Appreciated!
- Who knows this is real or story or if there is any Christina. I have paid support and I have been told no such person is exits doing that. I am now told that my case is upgraded to engineer. Still no update or patch
You have the right to chose what you believe. However, many of us have the issue resolved after DM our serial number to Christine.
You can spend 2 min to write a message to complain or you can spend 30 seconds to DM her your serial number. Your call...
ChristineT I DM'ed you my serial number a couple of days ago and wanted to check to see if I've been added to the list. Thanks.
- Four times over three days I’ve pm’d my serial and still nothing has changed???
doctt123 the technologists on this thread admire your optimism (and bravery).
But do you really think if Netgear was confident in the fix that they wouldnt have pushed it out silently in the background in the same manner that they pushed the update that hosed all of our Orbi systems?
They are still in "oh shoot someone messed up" mode and really arent sure how to fix it yet at scale. So rather than recreate in a lab, their engineers are likely saying let's get poor Christine out there to collect S/Ns, push the half baked fix to those that are willing to be a lab rat, and cross our fingers.
There are nearly 500 people on this thread. In all likelihood, only 1% of users have even noticed since the majority of folks hardly ever try to go to their admin console (except when they really need to). So in theory, many tens of thousand of poor, unsuspecting users likely have this defect.
Dont let Netgear off the hook on this one my friend....
- Thanks, yes I’ve rebooted router and satellites numerous times. If anything things are getting worse (slower)
I have a 750 that isn't responding. I DM/PMed Christine with my Ser# 4 days ago. I have rebooted the router and satellites several times, including twice today. Nothing has changed. "ERR_CONNECTION_REFUSED".
How many times should I hope that "today is my day!"? What indication should I get? How many times should I have to tell my household I am resetting the router? With a family and work from home, should I stay up at night to reset and test this?
If it can't be pushed, why isn't a patch that I can install locally provided?
I don't use the Orbi app. I only use the http interface, because I feel I shouldn't need some cloud account to access a device in my closet. In fact I chose the Orbi because it was the only mesh wifi6 router I could find (at the time)that didn't require a cloud account to sync the satellites. I routinely check for updates myself and keep the firmware up to date (at least monthly) because I feel that is part of maintaining my devices and security. For my security and privacy "diligence", I now can't even forward a port without a factory reset? What gives? And why should I [give]?
- I haven’t heard back so I suspect you are right. I assumed giving the serial number would get me a push in at least 24 hrs… nada… so I guess we will probably be the Guinea pigs.
- If you've sent your S/N and it's been a day or two, seriously consider power cycling your appliance.
Weird thing is that while that worked for me, the app still won't work. Simple solution though. I uninstalled the app. As long as the web interface works I'm good (personally speaking of course). - Web interface not working either
Hello static14 ,
I can confirm your serial number was on the list to be updated. If you haven't done so already please restart your router (unplug for 10 seconds and plug it back in). It have heard some people report the second reboot seems to work if the first restart doesn't resolve the issue. This is especially true if your router was experiencing the issue described in this thread.
Please let me know the results of your restart(s).
Best Regards,
Christine
restarted a few times and I was able to log back in. 🙂 Thank you for the help.
