Orbi 970 RBE971 dropping offline since firmware update to v9.12.4.16

[dkstruck]

I updated the firmware on my Orbi 970 (RBE971) router on 5 December 2024 and it has been dropping offline periodically since the update.

[FURRYe38]

Is this the RBR unit? 

Is the bottom LED turning on RED or PINK when this happens? 

How often is this happening? 

What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. 
How many RBS are deployed? 
What is the size of your home? Sq Ft?

[dkstruck]

Tech support stated this morning it's a software bug. They had me wipe the config and setup from scratch. Haven't seen any disruptions but Monday will give a better indication when I have some real time applications running. 

But to answer your questions the base unit (RBE971) showed offline in the Orbi app a few times. I have 2 satellites so there is more than ample coverage for the house.

The outages are random; both timing and duration. It kept dropping a laptop wifi connection. My wired desktop lost connectivity too.

I haven't been checking the lights; rather I have been using the Orbi app and a desktop browser to monitor status.

[FURRYe38]

What is the Mfr and model# of the Internet Service Providers modem/ONT the NG router is connected too?
Be sure your using a good quality LAN cable between the modem and router. CAT6A STP is recommended. 

What is the size of your home? Sq Ft?

I've found sometimes new FW updates may not work with older configurations. Can cause problems, why I usually factory reset the system and setup from scratch with out loading any saved backup configurations when I see issues like this. Something also posted about in the FW update post I usually post and pin to the top of the forums.

[dkstruck]

After resetting the Orbi to factory and configuring from scratch the problem seems to be isolated to my iPhone 16 Pro Max running iOS 18.2. It is not affecting my iPad mini which is also running iOS 18.2.

[FURRYe38]

So all other devices are keeping online along with the RBR being online? 

Have you tried resetting the networking settings on the iphone under General>Transfer or Reset>Reset>Reset Network Settings? 

[KevinLiT]

Hello @dkstruck ,

Welcome to the NETGEAR Community!

I understand that you are having network issues with your iPhone 16 on your Orbi network after a factory reset. This could be caused by the private IP address security feature that is turn on by default on your iPhone 16. Please turn off your private IP address on your iPhone 16 to resolve this issue. 

To turn off the Private IP address please follow the directions listed below:
Open "Settings"
"Wi-Fi"
Select the "i" icon next to your connected network
Toggle off "Private Wi-Fi Address"

Best,
Kevin
Community Team

[dkstruck]

I just reset the network settings so we'll see if this helps. Interestingly after reconnecting it found the 2nd network which I appears to be the backhaul network (NTGRBH_xxxxxx). Seems like that should be hidden.

[dkstruck]

I changed it from "fixed" to "off."

Thank you for the input.

[FURRYe38]

Thats a known thing for Orbi BE. Avoid this. 

No idea if or with that will be hidden. 

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@dkstruck wrote:

I just reset the network settings so we'll see if this helps. Interestingly after reconnecting it found the 2nd network which I appears to be the backhaul network (NTGRBH_xxxxxx). Seems like that should be hidden.

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