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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! 😉 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
This is completely unacceptable. I called support abs gave my serial number 2 days ago!!! Why isn’t the fixed firmware pushed to everyone like the broken firmware was!!!! This level of support makes me want to throw this net gear wifi in the trash.
- There’s no way to even know if they pushed you the new firmware or not!!! They could at least email you to let you know it’s time to reboot.
Hello RaiseCane ,
I have confirmed you should be able to test the patch Monday morning. Please be sure to @ mention me if you would like me to confirm if it's time to test if the patch has been applied.
Kind Regards,
Christine
- ChristineT any updates as to my situation? Still isn’t working? Still can’t access my devices via the app. I’ve restarted probably 15 times at this point. The web app seem to work ok from what I can tell but the iOS app doesn’t. Same error as before.
RaiseCane reboot your Orbi then go to:
http://orbilogin.net/debug.htm and log in
if your seal value ends in -2 you have the new firmware with the fix. If it ends in -0 you don't.
- 00_Jenn
I rebooted and went to http://orbilogin.net/debug.htm
I still can’t access that site. I haven’t asked for the update but I was curious if that website worked now for me.
I’m very interested to see how this all plays out. Will NG extend the warranty for those under warranty for the period of time they have been hobbled? If somebody paid for NG support will they be reimbursed? NG stock is in decline, not because if this, but if this plays out any longer…
Jroach wrote:
00_Jenn
I rebooted and went to http://orbilogin.net/debug.htm
I still can’t access that site. I haven’t asked for the update but I was curious if that website worked now for me.The affected Orbis are not listening on ports 80 and 443. i.e. the web service is not running at all.
That is why the router will not provide any web site.
Only customers who volunteered their Serial Number are having the new firmware pushed to them.
Everyone else has two choices: (a) wait, or (b) do a factory reset and reconfigure.
- CrimpOn, that is what I thought but 00_Jenn had suggested to another user that link would provide a value if the update had NOT been applied.
ChristineT, fyi, sending follow up to my previous email to David (cc Patrick) just to make certain your getting the resources needed. Hello jvcjbl ,
You are correct. If your seal value ends in -2 your system was patched with the fix. If it ends in -0 your system has failed to update. It does not mean your serial number hasn't been added to the update server. Once your serial number has been added to the update server the router will check for an update overnight (late or early morning) and will continue to do so until the patch/update successfully updates the router.
I have received a few reports where a few restarts have not successfully updated the router with the fix and the serial numbers have been confirmed to be in the database. I will provide this to engineering so we can dig into those cases further. It sounds like you are one of these cases. Is that right?.
Thank you for allowing me to clarify.
Kind Regards,
Christine
ChristineT I was wrong... I see -2. I was looking the wrong line. I deleted the iOS app and reinstalled it and now can successfully access my devices. I'd suggest doing this to anyone who hasn't. I for one have not had a working app for quite a while and just now finally though about deleting the app and it works (at least for now).
- Still can’t access that site.
