Orbi WiFi 7 RBE973

NETGEAR is rolling out a fix for an issue affecting the Orbi RBK85x and RBK75x Series Mesh Systems.

ChristineT
Admin

NETGEAR is rolling out a fix for an issue affecting the Orbi RBK85x and RBK75x Series Mesh Systems.

We are aware of an issue affecting the Orbi RBK85x and RBK75x Series Mesh WiFi 6 Systems. Some customers can no longer access or manage their Orbi systems through the Orbi app or the web user interface.

 

WiFi and core routing functions are not affected, and connected devices are still able to access the Internet normally using wired and wireless connections. However, both Armor and Smart Parental Controls are temporarily disabled.

 

NETGEAR is gradually rolling out a fix to restore access to all Orbi RBK85x and RBK75x Systems. Unless we encounter unforeseen issues, the fix will roll out to all devices over the next 10 days. A small number of affected Orbi WiFi Systems might take longer to update.

 

If you are still having trouble managing your Orbi system or your subscriptions after the fix has been released to everyone:

  1. Restart your Orbi system.
  2. Wait for the LED on the front of your Orbi router to turn off, which indicates that your Orbi system is operating normally.
  3. After the LED turns off, wait an additional five minutes.
  4. Log in to the Orbi web interface or Orbi app.
    If you see the error message “CDIL-API-FAIL” in the Connected Devices list, try force quitting the Orbi app and relaunching it.
  5. If you are still unable to access or manage your Orbi system, try restarting your Orbi system again.

You might need to restart your Orbi system several times, waiting and checking access in between each restart as described in Steps 1-4. If the problem persists, the NETGEAR Community is here to help.

 

If Orbi management web page can not be accessed:

NOTE: Use a wired PC and web browser to update router FW. If continued problems are seen after a FW update, it's recommended to try a factory reset and setup from scratch with out loading any saved configurations from backup files.

 

If you can log in to your Orbi system and configure its settings, the fix has been successfully applied to your system and you do not need to take any action.

 

Based on our root cause analysis, NETGEAR has taken corrective action to ensure that this issue does not occur again.

 

(Optional) After the fix is fully rolled out, you can perform the following steps to verify that your Orbi system is working normally:

  1. To verify that your WiFi credentials are the same and WiFi is working normally: on a computer or smartphone, confirm that you can connect to your existing Orbi WiFi network with your existing password.
  2. On your connected device, launch a web browser and visit routerlogin.net/debug.htm, then confirm that the SeAL value shows -2.
    If you cannot connect to routerlogin.net, your Orbi WiFi System has not downloaded the fix yet. Follow the procedure above to restart your Orbi WiFi System and prompt it to download the fix.
  3. Launch the Orbi app and view your Orbi system’s settings.
    If you see the error message “CDIL-API-FAIL” in the Connected Devices list, try force quitting the Orbi app and relaunching it.
  4. If you have an active Armor or Smart Parental Controls subscription, verify that you can tap the corresponding tile in the Orbi app and configure your service options.
  5. In the Orbi app, view your connected devices and make sure that they are labeled correctly.

AX6000 WiFi Mesh System (RBK854) 

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