orbisetup refusing to connect

[gribeiro]

Since 1 day ago I detected some strange behavior on my network, tried to access the setup on Orbi app, no success. Tried the orbisetup.net also without success. Tried adding as a new system, no. And last, tried a factory reset and it still can't connect. Any recommendation or is this a warranty situation?
Orbi RVK963S 6 months usage

[gribeiro · Accepted solution]

Hey, just left a 100 minutes call with Netgear support team. It's working now. The solution was:
Keep the reset button pressed 30 seconds, while still keeping it pressed turn the router off and keep it without energy for other 30 seconds, then turn it on again always keeping the reset button pressed, and for another 60 seconds keep it always pressed. Only then, release it. It's finally working now. Thanks!

[CrimpOn]

It would be useful to determine the status of the system "now".

• When the system was installed, was the WiFi 'name' (SSID) changed to be different from the name on the product label? (Orbi's typically ship with WiFi set to the letters "O-R-B-I" plus a two digit number.)
• With the system on, which WiFi name is being broadcast?
  (The new one or the original ORBIxx name?)
• Page 22 of the User Manual describes how to log into the router web administration.
  https://www.downloads.netgear.com/files/GDC/RBKE963/RBRE960_RBSE960_UM_EN.pdf 
• Netgear has 'rigged' the Orbi DNS resolver to trap specific URLs and point them to the router itself, including
  • orbilogin.com
  • orbilogin.net
  • (and several others)
  • I do not believe that orbisetup.net is one of these special URLs)
• If none of these work, then a web browser will generally open the web administration using the IP address of the network gateway, which is usually 192.168.1.1 or 10.0.0.1.

[gribeiro]

Just after factory reset. I can see and connect to the wifi network established by factory. But no browser (via phone or computer, cable or wifi) can connect to orbilogin.net. Also app can't proceed with system setup.

[CrimpOn]

This verifies that the Factory Reset "took".

On one of the 'wired' computers, can you determine the network gateway and attempt to connect to that IP address?

On Windows, I open a CMD window and type: ipconfig

In my case, the Orbi has defined the default IP address for itself: 192.168.1.1.  So I would open a web browser to

http://192.168.1.1 

p.s. The Orbi setup typically tries to badger users into using the 'app' for setup.  Down at the bottom of the page is a line in tiny type with something like..."If you do not have a smartphone, click here".  I LIE

[gribeiro]

Hi, thank you but tried before the 192.168.1.1 but it says it can't connect to it. Tried with Android Chrome and Edge via WiFi, Windows Chrome and Edge via WiFi and cable. No success

[gribeiro]

Browser says 192.168.1.1 refused to connect
Just to make sure things are fresh, I've deleted the stored values for the admin password.

[CrimpOn]

please confirm the gateway IP address.  Is it 192.168.1.1?

[gribeiro]

Right, 192.168.1.1 for gateway and DNS. Thank you.
I've just rerun factory reset (now on router and satellites, just in case), then tried all again, including via cable with a laptop. I can find the modem IP and setup page, but can't get the router's.

[CrimpOn]

What happens when a browser opens 192.168.1.1?

• Connection "times out"?
• A box pops up asking for user name and password?
• or.....?

[gribeiro]

I receive, all the time, ERR_CONNECTION_REFUSED

[gribeiro]

But I have access to the modem setup page at 192.168.100.1

[CrimpOn]

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@gribeiro wrote:
I receive, all the time, ERR_CONNECTION_REFUSED

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This indicates the web servers is not running at all.  I think your original question is correct:  this is an RMA situation.

[gribeiro]

Yeah, sad this. Thank you for the insights, meanwhile I tried a couple of other scenarios trying to isolate variables but always get to the same place. I've opened a ticket, let's see how they respond to it. Any last recommendation on how to proceed with RMA (sorry for keep bothering)?

[CrimpOn]

I have never done an RMA with Netgear, but.................

I would start by logging into https://my.netgear.com , select the product, then at the bottom of the next page select, Request Hardware Support.

[gribeiro]

Thank you, now I see it. Just did it. All very appreciated.

[gribeiro · Accepted solution]

Hey, just left a 100 minutes call with Netgear support team. It's working now. The solution was:
Keep the reset button pressed 30 seconds, while still keeping it pressed turn the router off and keep it without energy for other 30 seconds, then turn it on again always keeping the reset button pressed, and for another 60 seconds keep it always pressed. Only then, release it. It's finally working now. Thanks!

[michaelkenward]

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@gribeiro wrote:
Keep the reset button pressed 30 seconds, while still keeping it pressed turn the router off and keep it without energy for other 30 seconds, then turn it on again always keeping the reset button pressed, and for another 60 seconds keep it always pressed. Only then, release it. It's finally working now.

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That is what is known as a "recovery reset".

Standard strategy for recalcitrant devices.

[FURRYe38]

Glad you got it working. Please mark your thread as solved so others will know. Be sure to save off a back up configuration to file for safe keeping. Saves time if a reset is needed.
https://kb.netgear.com/000062080/How-do-I-back-up-the-configuration-settings-on-my-Orbi-WiFi-System
Enjoy. 📡

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@gribeiro wrote:
Hey, just left a 100 minutes call with Netgear support team. It's working now. The solution was:
Keep the reset button pressed 30 seconds, while still keeping it pressed turn the router off and keep it without energy for other 30 seconds, then turn it on again always keeping the reset button pressed, and for another 60 seconds keep it always pressed. Only then, release it. It's finally working now. Thanks!

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