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Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
I've had the Orbi RBRE960 system for under a year now, and it has worked perfectly until now. Came home yesterday to no internet and there were no events that I can think of that would interrupt anything.
My set up is as follows: nighthawk cax80 used as main router. Orbi 960 router plugged in to cax80, and three satellites wired to Orbi router. If I remember the map, 2 of the sats are daisy chained and 1 is on its own. When we moved into the house, the previous owner (an IT guy) had ethernet cables routed across the 4 acre property so I used those to connect the satellites.
When all was plugged in, it worked flawlessly and was super-fast.
When I first assessed the problem, I was getting "can't detect router" on the nighthawk app, and the orbi router had a magenta light.
- Checked service outages that there were none in the area despite a storm the night before
- I cycled the router, and the Orbi router, and no joy.
- Unplugged both, and plugged back in, and no joy.
- eventually discovered that the nighthawk router was suppling internet and when I disconnected the orbi router, it was all fine, except with a slight degrade in performance.
- When Orbi router was connected, the app showed the satellites on the Orbi app network app as online but no service to orbi router or nighthawk router.
- Tried also connecting satellites directly to nighthawk router and this seemed to help with performance, but one satellite eventually went magenta.
- did reset on Orbi router and decided to setup as new. I unfortunately did not check firmware prior to doing this but I assume it was up to date as I typically select auto updates on all my gear.
- Orbi app is able to detect orbi router and start the add but hangs up at "check the ethernet cable" which was connected the same way it was prior.
- switched ethernet ports from aggregate to Lan/multi and then back to aggregate and still same.
- Swapped to other known working ethernet cables and still get same error.
- I tried to add the unit manually but it still gets hung up on that error. again - all the cables are good cables.
Sidenotes:
- I am almost certain that I had the Orbi in AP mode.
- AS stated above, I am unsure of the firmware update
I am seriously at a loss and this is super frustrating for gear that is less than year old. I'm not sure if I'm missing anything but it should not be this complicated.
As far as I can tell this is a problem with the Orbi router but I am hoping it is just user error and I can fix it.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
***UPDATE***
I called Netgear support and troubleshooting on the phone. We conducted all the troubleshooting that I had previously done, and did a few other things like manually entering mac address, etc.
Nothing worked and this was indeed a hardware issue as I had suspected. The Orbi router was not accepting the internet signal and all the cables were fine. We tested each port. The Orbi app and GUI did not detect the ethernet cable and WAN port status on the GUI was blank. The tech indicted that this was rare. We discussed storms as a causal factor but as far as I know there was no power outage, and likewise, all of my componentry run through a surge protector and hav no issues.
Since I am still within warranty, I was issued an RMA and should have a new unit soon. I expect no issues with the new unit and hopefully it will sync up properly.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
Is there front LEDs ON on the RBS and RBR that are RED? No red lights
Is the CAX80 in router mode or modem only mode? It was in router mode. When I switched to modem only - I lost all access and now had to reset my router 😕 This has now caused other issues and i have no wifi but am able to wire in with an ethernet cable
I'm becoming even more frustrated as I've been at this for hours now.
What CAT3 cables are being used? CAT6A STP is recommended for 2.5Gb connections between the RBR and RBS.
Any LAN swtiches in between the RBR and RBS? Brand and model switche(s) if present.
I was using a cat 6 cable that I verified is good.
Be sure to power OFF the CAX80 modem for 30 seconds then back ON as well.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
So if you connect up 1 PC to MG port on the CAX80 in modem only mode and power it OFF for 30 seconds then back ON and wait about 2 minutes, does the one PC get internet services?
When you switch to modem mode, only the MG port or port 1 on the back of the CAX80 should be active. Would need to connect the RBR to one of these ports and as the modem reboots into modem mode, Reboot or power OFF the RBR for 15 seconds then back ON.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
EDIT:
Yes, when I have teh laptop plugged into the router, and the router is powered on. WHen I power the router off, it comes back on. I was also able to get wifi up and running.
That sounds like I have to have good timing but I may try that tomorrow.
I think the problem I see is that once I put the router in modem mode, I have nothing to connect to the internet - so I lose it completely. I had the RBR connected to the MG port also - so I don't know. But I will try again tomorrow like I said.
For now, I was able to get the router back up and running so I at least have internet.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
Ok, so after disconnecting the laptop from the CAX80, you should turn OFF the CAX80, Connect up the RBR960 with it power OFF. Then power ON the CAX80, Then about 30 seconds later, power ON the RBR960. Give about 3 minutes. The front LED should blink WHITE, then turn OFF indicating a good connection from the CAX80 in modem mode. Don't connect up anything else to the back of the CAX80 in modem mode as the other ports are not usable while in modem mode, unless your ISP supports that.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
This did not work. The Orbi hung at blinking white and would not connect to the signal, then went to magenta. Now I am stuck in modem mode and have no way of switching back without starting from scratch all over again like I did yesterday and it takes time.
I'm connected to the router with my laptop but it will not let me access the settings to change it back to router mode. This happened yesterday and I had to reinstall everything like I was setting up my network for the first time.
If I'm to guess, the problem seems to be with the Orbi router - it will NOT accept the signal from the router. I do not know why and like I said, it was fine just two days ago. Cable is fine and I even tried other known working cables.
I can't think of any reason at all that this would have happened but I am pretty upset that it did because I rely on this network being solid.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
Power OFF the CAX80 then disconnect the RBR. Connect your laptop to one of the ports in back. Power ON the modem and let it come to ready. Then try to access the modems web page at 192.168.100.1 in a web browser on the laptop. Should be able to log in and change back to router mode.
Might try the CAX80 in router mode, turn OFF the wifi radios on the CAX80, then configure AP mode on the RBR960:
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
"Might try the CAX80 in router mode, turn OFF the wifi radios on the CAX80, then configure AP mode on the RBR960:"
But I have no way of connecting to the RBR ... that's the main issue. It will not connect.
I'm at a total loss and I can't spend any more time on it. I'm not an IT tech but I feel like I'm pretty okay with looking things up and have worked through issues before. I have to work also and if I have to use what I have then it's going to have to do for now. But I am likely going to try and find a local specialist to come see what's wrong with my set up which again was working fine two days ago, or get the Orbi tested because I think a this point there is something wrong with it.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
You can't connect to 192.168.1.1, 10.0.0.1 or orbilogin.com at all? Pressing the reset button in back for 15 seconds then release, with RBR disconnected from the CAX80, wait for the front LED to blink WHITE in about 2 minutes you can't access the RBR in router mode?
Ya, if you can find a someone that knows modems and routers locally, would be good to get some help on this. I can tell you that the CAX80 in modem mode with the RBR960 in router mode should work. I've had both mine connected in that configuration MANY times. Also in AP mode as well on the 960.
Something is going on there.
I'd get the CAX80 back to router mode and make sure it works well with out the Orbi system.
You can post the cable connections page and event logs page here so we can review these to make sure the modem doesn't show any issues in the logs.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
You can't connect to 192.168.1.1, 10.0.0.1 or orbilogin.com at all? Pressing the reset button in back for 15 seconds then release, with RBR disconnected from the CAX80, wait for the front LED to blink WHITE in about 2 minutes you can't access the RBR in router mode?
Every time I try to get into orbi login - even if wifi radios are off on the cax80 and I am on the Orbi wifi - it goes to my cax 80 settings. Tried everythign above and a few other things and nothing makes a difference. See below for current status.
Ya, if you can find a someone that knows modems and routers locally, would be good to get some help on this. I can tell you that the CAX80 in modem mode with the RBR960 in router mode should work. I've had both mine connected in that configuration MANY times. Also in AP mode as well on the 960.
I had the orbi in AP mode when I had first set it up - it was great. no issues at all until Saturday evening apparently.
I'd get the CAX80 back to router mode and make sure it works well with out the Orbi system.
You can post the cable connections page and event logs page here so we can review these to make sure the modem doesn't show any issues in the logs.
I have the cax80 back in router mode and it appears it's done quickly with the radio button on the front. The event logs only show today and I am unsure how to post her anyway unless I just copy and paste. I do not see any cable connections logs anywhere.
Current status:
The CAX80 is online as my router with my original network. Signal is okay and I can even get it far out on the property but it is spotty at times.
Connected the ethernet cable to the 2.4 port on the orbi, and then that to port 1 on the cax80. With this, I am able to see the Orbi network and log in but it seems limited and although it says secure, some sites were blocked. Signal was good out in two of the satellites but not in third one (where I need it the most). I am pretty sure this is how I had it set up before and I had the Orbi in AP mode.
Still unable to connect to the Orbi router to change to AP mode and have been trying this all day (again). Again, WHen I try to go to orbilogin it brings me to my cax80 settings despite the cax80 wifi being turned off.
Still unable to connect the Orbi router to the Orbi app and it still gets stuck on "check ethernet cable" which is good as stated, and connected. I've already deleted and reinstalled the Orbi app twice. I've already unplugged everything and tried reinstalling multiple times now.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
So with the CAX80 back in router mode, disconnect the RBR from the CAX80 and setup the RBR for AP mode using the following method while disconnected from the CAX80. Be sure your wired PC is connected to the back of the RBR.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
***UPDATE***
I called Netgear support and troubleshooting on the phone. We conducted all the troubleshooting that I had previously done, and did a few other things like manually entering mac address, etc.
Nothing worked and this was indeed a hardware issue as I had suspected. The Orbi router was not accepting the internet signal and all the cables were fine. We tested each port. The Orbi app and GUI did not detect the ethernet cable and WAN port status on the GUI was blank. The tech indicted that this was rare. We discussed storms as a causal factor but as far as I know there was no power outage, and likewise, all of my componentry run through a surge protector and hav no issues.
Since I am still within warranty, I was issued an RMA and should have a new unit soon. I expect no issues with the new unit and hopefully it will sync up properly.
Re: Orbi 960 stopped, unable to re-setup, and get "check ethernet cable" error
Glad they were able to get you an RMA. Only think you will need to do is reboot the CAX80, and after it starts it's reboot cycle, connect up the new RBR and begin the setup process or you can setup the new RBR off line from the CAX80 first, then once it's setup, reboot the CAX80, connect the RBR and you should be good to go.
