Issue to have ORBI app detecting my installed ORBI network

[Yahey]

Hello Community,

** As requested, I'm opening a dedicated thread for my issue **

I have an issue to have ORBI app detecting my installed ORBI network.

My ORBI network is working just fine. I have access to the web console of the routeur using a web browser.

But, when installing the Android ORBI app, the installation of the app works fine but not the setup.

I'm stopped at an early step when the app tries to detect the ORBI network.

It ends up with the error saying that my ORBI network cannot be detected.

Except that I'm connected to the ORBI network and having acces to Internet. 🙂

Here are some further information :

> Installed firmware = NETGEAR Orbi 2.12.6.1824

> Smartphone used = Google Pixel 5

> There's no other ORBI network around.

> I unactivated mobile data on the smartphone to be sure to used ONLY Orbi WiFi LAN connection.

> Connection to web admin interface works just fine.

> ORBI routeur (RBR750) is connected to my ISP box. ISP box has its own IP range and ORBI routeur gets a DHCP reserved IP address by the ISP box. Then, ORBI router has its own IP range.

Any idea ? Thanks.

Kind regards,

[plemans]

Your ISP gateway has its own routing functions and causes a double nat. 

A double nat happens when you cascade more than 1 router.
https://kb.netgear.com/30186/What-is-Double-NAT
Fixes? There’s 3 options but only use 1.
1. Put the modem/gateway in modem only/pass through mode. This disables its routing functions.
2. Leave the modem/gateway in router mode but put the Netgears IP address into its DMZ. This forwards the data to the netgear. You can either leave the modem/gateway’s wireless enabled or disabled. Just make sure its using a different wifi channel to prevent interference
3. Put the Netgear into access point mode. This disables its routing functions. Wifi/ethernet still works but it does disable some features.
https://kb.netgear.com/26765/Which-features-are-disabled-on-my-NETGEAR-router-when-it-is-set-to-AP-M...

[Yahey]

Hello,

As option 1 is not possible on my ISP box and I need the routing functionnalities (option 3), I went for option 2 (DMZ for not having kind of double NAT).

Unfortunately, the issue remains unchanged.

I uninstalled/reinstalled the app.

My ISP box has no WiFi activated.

++

[FURRYe38]

Try isntalling Orbi app on a different device. 

Try option#2 in the suggested items for avoiding double NAT. 

---

@Yahey wrote:

Hello,

As option 1 is not possible on my ISP box and I need the routing functionnalities (option 3), I went for option 2 (DMZ for not having kind of double NAT).

Unfortunately, the issue remains unchanged.

I uninstalled/reinstalled the app.

My ISP box has no WiFi activated.

++

---

[Yahey]

Hi,

I installed the app on a Samsung Galaxy S8 (instead of a Google Pixel 5).

Unfortunately, I have the exact same behavior ... 😞

++

[FURRYe38]

I reommend you post here about this and contact NG support:

https://community.netgear.com/t5/Orbi-App/bd-p/en-home-orbi-app

https://my.netgear.com/support/contact.aspx

[Yahey]

Hi,

Thank you for the hint but I am not able to contact directly NG agents.

After entering my serial number and trying to open a case, NG web sites says I have to deal with NG Community. 😞

++

[FURRYe38]

Post over in the Orbi app forum...will get you in contact wtih a forum moderator. 

[Yahey]

Hi, Done. thx

[FURRYe38]

👍