Orbi RBR40

[Lewis558]

Orbi won’t allow for streaming of any kind despite saying it has internet access and I cannot update social media’s as they time out due to not being able to update. Turn WiFi off of phone or devices or switch to old less than stellar WiFi and no problems.

[ekhalil]

You seem to have multiple routers in your network.

Please open a Command Prompt on any computer attached to Orbi and type:

> tracert 8.8.8.8 (or traceroute 8.8.8.8 if you're using a Mac computer)

1. If you see two private IP addresses listed in the first two hops then you have double NAT, and this can be the reason for the issue you’re reporting
2. If you see only one private address and the second hop shows a public address, then you’re all good and we need then to troubleshoot further to find the cause of the issue,

[Lewis558]

I’ve had this happen with the other network completely disconnected.

To be honest, no idea how to open a command prompt

[ekhalil]

Do you use Windows 7, 10 or MacOS?

[Lewis558]

I would be using a MacOS

[ekhalil]

In MacOS you need to start Terrminal.

To open it, either open your Applications folder, then openUtilities and double-click on Terminal, or press Command - spacebar to launch Spotlight and type "Terminal," then double-click the search result. 

[Lewis558]

Got it. Sitting at computer waiting for next step now

[ekhalil]

Please type:

traceroute 8.8.8.8 

and copy the result and paste it here. 

[Lewis558]

Last login: Thu Sep 19 10:50:52 on console

Shaynes-MBP:~ shayneklewis$ traceroute8.8.8.8

-bash: traceroute8.8.8.8: command not found

Shaynes-MBP:~ shayneklewis$ traceroute 8.8.8.8

traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets

1  openrg (192.168.1.1)  2.089 ms  1.038 ms  0.856 ms

2  * * *

3  67.59.234.65 (67.59.234.65)  10.248 ms  10.399 ms  8.427 ms

4  opti35-22.nassau.cv.net (167.206.35.22)  12.276 ms  9.915 ms  9.193 ms

5  rtr5.mhe.hcvlny.cv.net (65.19.99.194)  11.112 ms

    64.15.4.86 (64.15.4.86)  13.357 ms

    65.19.100.20 (65.19.100.20)  10.521 ms

6  64.15.5.82 (64.15.5.82)  11.988 ms

    451be0c2.cst.lightpath.net (65.19.120.194)  16.086 ms

    64.15.0.196 (64.15.0.196)  13.486 ms

7  72.14.215.203 (72.14.215.203)  11.207 ms

    74.125.48.24 (74.125.48.24)  10.764 ms

    72.14.215.203 (72.14.215.203)  10.692 ms

8  * * 108.170.248.65 (108.170.248.65)  13.890 ms

9  172.253.70.7 (172.253.70.7)  12.370 ms

    dns.google (8.8.8.8)  20.579 ms  11.211 ms

Shaynes-MBP:~ shayneklewis$

[ekhalil]

The line  that says  2  * * * .  does not look good!

I think you have an issue with the ISP modem/router which Orbi is connected to.

What is the brand and model of the ISP modem to wich Orbi is directly connected?

[Lewis558]

D-Link DIR 868L - I think this is the router that has the internet connection from the Orbi, I think it may have been set up wrong possibly as the Orbi should be going to the Modem and not the Router correct?

or 

Arris TM822 - Modem

Don't 

[Lewis558]

Orbi is connected to the DIR-868L which has the blue ethernet cord back to the modem(?) Arris TM822.

[ekhalil]

I don't think you need the D-Link router at all.

Please try to connect the output from the Arris modem (the port marked as Ethernet) directly to the Orbi WAN (yellow) port.

[Lewis558]

So far that's fixed streaming on My Mac and iphone, AmazonFireStick is still having problems. Tryouts Netflix on a Smart TV using an Orbi Extender

[Lewis558]

So no streaming on PS4, picture code attached.

And no streaming on Firestick, says I need to “login” to the WiFi and provides no option, maybe forget the WiFi and re-add?

[Lewis558]

No amazon firestick connection, says I need to login then sends me to a dead login 404-Page Not Found site

No connection via PS4 - Claims code CE-37813-2

[ekhalil]

Are you sure those devices were not attached directly to the D-Link router?

Is the PS4 wired to Orbi or is it wirelessly connected to Orbi?

Please make sure those devices are attached to the Orbi wifi network. Please completely switch off the D-Link router.

[Lewis558]

All Wireless, Restarting all devices, D-Link is unplugged.

[Lewis558]

PS4 is on WiFi, Same with Smart TV, even using an Orbi Satellite I setup via the app, I cannot get streaming any better or at all for that matter via my PS4 or Smart Tv

[ekhalil]

Can you please repeat the traceroute 8.8.8.8 command as earlier.

Can you also try to reset the network setup on the PS4 and attach to Orbi again, the same for the TV.

[Lewis558]

Shaynes-MacBook-Pro:~ shayneklewis$

Shaynes-MacBook-Pro:~ shayneklewis$ traceroute 8.8.8.8

traceroute to 8.8.8.8 (8.8.8.8), 64 hops max, 52 byte packets

1  10.0.0.1 (10.0.0.1)  7.191 ms  3.980 ms  5.992 ms

2  192.168.1.1 (192.168.1.1)  6.219 ms  5.645 ms  3.843 ms

3  * * *

4  67.59.234.65 (67.59.234.65)  14.249 ms  12.335 ms  11.969 ms

5  opti35-18.nassau.cv.net (167.206.35.18)  15.562 ms  11.639 ms  16.318 ms

6  64.15.4.110 (64.15.4.110)  12.624 ms

    64.15.4.56 (64.15.4.56)  17.045 ms

    451be0c0.cst.lightpath.net (65.19.99.192)  15.760 ms

7  451be0c2.cst.lightpath.net (65.19.120.194)  19.144 ms

    451be0ce.cst.lightpath.net (65.19.120.206)  14.802 ms

    64.15.1.72 (64.15.1.72)  17.956 ms

8  74.125.48.24 (74.125.48.24)  16.949 ms

    72.14.215.203 (72.14.215.203)  17.613 ms *

[ekhalil]

You still have multiple routers.

1. Are you sure that you are attached to Orbi and that the only boxes that are in the network are Orbi and the Arris modem, nothing else?
2. On the Orbi app, when you open "Attached Devices", which IP addresses do the devices have? Are the IP addresses in the range 10.0.0.x? or 192.168.1.x?