ORBI (RBR 750) Router refuses to sync with satellite

[panthorpan]

My Orbi router stopped connecting to the satellites after the subscription to NETGEAR Armor ran out. Please let me know how to fix this issue? I have re-set the router and satellite to factory settings 3-4 times but am still having the same issue. 

@ChristineT  Please help here, I dont see a way to get to your support as it has expired for my device.

[ChristineT]

Hello @panthorpan ,

Thank you for the shout-out! One thing to check is that your satellites are on the same firmware as the router. Let me and @Blanca_O look into how best to do this and provide an update once we have more information for you.

Best,

Christine

[panthorpan]

@ChristineT  @Blanca_O Thank you, please keep me posted. Currently I do not have a way to look at what firmware version the satellites are as they don't appear on the app or via orbilogin.com. My router is on the version V4.6.5.14_2.0.54.

[FURRYe38]

What happens if you connect the RBS via ethernet cable to the back of the RBR? 

[panthorpan]

If I connect them via an ethernet cable the lights turn blue but the satellites wont sync.

[FURRYe38]

Do you see a IP address listed for the RBS at all on the RBRs web page when the RBS is ethernet connected? 

[panthorpan]

No I do not see any

[FURRYe38]

If you turn off the RBS, does this create a Disconnect or remove button next to the RBS row that you can select on the RBRs web page? 

Have you done a factory reset on the RBR and RBS then setup from scratch yet? 

[Blanca_O]

Hi @panthorpan

To verify your network setup, is the router (RBR750) setup in Access Point mode or Router mode? 

Regards,
Blanca
Community Team

[ChristineT]

Hello @panthorpan,

I've asked @KevinLiT to help me monitor this issue so please feel free to @mention him too.

We have some questions for you:

1. What version of firmware is the router currently on?

2. Did you downgrade the firmware to V4.6.5.14 or below before this issue appeared? It is possible that the satellite can see some errors. Typically, a reset of the satellite works to resolve this issue. 

3. If the orbi is in AP mode, there are some cases where the satellite won't sync. This happens when the wan connection is connected to a LAN port instead of the WAN.  Please ensure the satellite is connected to the WAN port.

If you're willing to remote debug, one of our engineers will reach out to you to check the states of the satellites. Please send me a private message with your contact information, the Serial Number of the router, and the best time to reach you.

I look forward to your response.

Best,

Christine

[panthorpan]

@ChristineT @KevinLiT 

I have shared my contact # and serial number as a private message to @ChristineT . In the interim please see my responses to your questions below

1. What version of firmware is the router currently on? [Response] V4.6.5.14_2.0.54

2. Did you downgrade the firmware to V4.6.5.14 or below before this issue appeared? It is possible that the satellite can see some errors. Typically, a reset of the satellite works to resolve this issue. [Response] No I have not performed any downgrade to the firmware, also all firmware upgrades that I have been doing is via the Orbi App . I did a factory reset of the router and satellite but still the issues is not resolved. 

3. If the orbi is in AP mode, there are some cases where the satellite won't sync. This happens when the wan connection is connected to a LAN port instead of the WAN.  Please ensure the satellite is connected to the WAN port.[ Response] Orbi is in Router Mode and Not AP Mode

[panthorpan]

@ChristineT @Blanca_O @KevinLiT  Please let me know if you have any further updates for me to have my Orbi satellites to work again? It is unfortunate that this mesh network stopped working within 1.5 years of purchase and I am scrambling to have a fix for it 😞

[Blanca_O]

Hi @panthorpan

I have sent you a message. Please check your inbox.

Regards,
Blanca
Community Team

[panthorpan]

@Blanca_O @ChristineT  I have suggested a few times for today and tomorrow. Please let me know what works best for your team.

Looking forward to have this fixed ASAP.

[Blanca_O]

Hi panthorpan, 

We got your message. We already passed your contact information to the team. 

Regards,
Blanca
Community Team