Orbi says zero satellites connected... But have Ethernet

[batpot]

Bought a package with the rbr20 router and 2 satellites.
The satellites are connected to Ethernet as well, so it is doubly confusing why it can't see them.
None of the units have lights on, which is usually a good sign.

What is going on?

[ekhalil]

Have you synced the Satellites with the Router?
Syncing is done by pressing the Sync button on the Satellite and on the Router and waiting few minutes until the top ring LED on the Satellite turns blue.

[batpot]

Yes, and the lights pulsed white for a while, and then extinguished again.

[batpot]

And I can connect to the satellites, and the internet works, but when I try to open the app, it says problems connecting to network.

[ekhalil]

Please login to the Router using a web browser in a computer.
Browse to orbilogin.com and check the status of the Satellites under “Attached Devices”. Let’s start from there and then see what the issue is with the Orbi app.

[batpot]

That shows 2 satellites connected via 5 GHz, and good back haul.

[ekhalil]

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@batpot wrote:
That shows 2 satellites connected via 5 GHz, and good back haul.

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Good, then there is no issue with the Satellites. 

Please describe your issue with the app.

[batpot]

The app says zero satellites connected, and when I try to bring up the app while connected to one of the satellites, it faults and says no wifi.

[ekhalil]

- Does the Satellite have an IP address in the same IP range as the Router and the other devices?
- Please check for double NAT situation as follows:
Please open a Command Prompt on any computer attached to Orbi and type:
> tracert 8.8.8.8    (traceroute to Google’s DNS server)   (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. Please check the model of your ISP modem and if you have a manual for it.
2. If you see only one private address and the second hop shows a public address, then you’re all good with respect to double NAT,

[batpot]

No dual NAT.
same first 3 octets.

[ekhalil]

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@batpot wrote:
No dual NAT.
same first 3 octets.

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Sorry, which 3 octets?

[batpot]

"- Does the Satellite have an IP address in the same IP range as the Router and the other devices?"

Yes, all of the devices on my network share the same first 3 octets in their IP address.

[Blanca_O]

Hi @batpot

May I request for the following information\

- Router and satellite firmware version

- App version? Is it an Android or iOS? 

- Have you tried to uninstall and reinstall the app? 

Regards, 
Blanca 
Community Team
 

[Blanca_O]

Hi @batpot 

We’d greatly appreciate hearing your feedback letting us know if you need further assistance.

Regards, 
Blanca 
Community Team

[batpot]

Did a fresh install, which turned into a real PITA, because even after deleting the satellites, and factory resetting them, they would never be found by the app.
Had to also factory reset the router. After resetting router into AP mode, same issue - logging into the router via web interface shows 2 satellites, but app still shows zero.
Firmware is V2.3.5.26 on all devices. App version is Android 2.3.7.622.

[Blanca_O]

Hi @batpot

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

Regards, 
Blanca 
Community Team