Firmware updates on the Orbi 960 have been the single most discussed fault on NETGEAR's community, and owners describe a clear pattern. Updates sometimes need several attempts: one owner of the RBR960 found the router rebooted and stayed on the old version twice before the third try worked. Another thread reports that after an update the router's web page would not load even though it answered pings, and a thread about firmware 7.2.6.31 describes major issues that were later patched.
The checks in more detail
NETGEAR's advice, repeated in the community, is to update the satellites before the router, so that the router can find them afterwards. A weak or slow internet connection can make the update fail, so use a wired link and a stable connection. Use the Orbi app or orbilogin.com to check for updates, and avoid interrupting power. Note the firmware version before and after.
If a release causes problems, NETGEAR has issued fixes, and Techzine reported NETGEAR resolving an inferior firmware release, so check for a newer version before rolling back. A factory reset and a restore of settings is the last step. Before updating, download the router's configuration backup from orbilogin.com, under Advanced, Administration, Backup Settings, so that you can restore it after a factory reset, and take a screenshot of the Wi-Fi names and passwords.
After an update that goes wrong, a restored backup saves an hour of setup. If the web page becomes unreachable after an update, try the Orbi app, a different browser or the router's IP address, and clear the browser cache, since owners reported the page not loading while the router still answered. A factory reset by holding the reset button for several seconds restores access at the cost of your settings.
Differential
Likely causes of “NETGEAR Orbi 960 Series mesh firmware update will not install”, and how to tell them apart
- 1
A weak or unstable connection
What separates it The update fails or hangs
How to confirm Use a wired connection and retry
- 2
The router updated before the satellites
What separates it The router cannot find the satellites
How to confirm Update satellites first, then the router
- 3
A faulty firmware release
What separates it Problems appear after an update
How to confirm Check for a newer release from NETGEAR
- 4
A reboot that did not apply the update
What separates it The version stays old
How to confirm Retry; owners needed up to three attempts
- 5
A corrupted state
What separates it The web page will not load
How to confirm Factory reset and reconfigure
Before you touch a setting
Record this first — changing settings destroys the evidence
- The firmware version before and after
- The order in which units were updated
- Whether the update was by app or by web page
- The error or symptom
Try in this order
0 of 8 completedNote the current version
ReversibleIn the Orbi app or orbilogin.com.
Use a wired connection
ReversibleFrom a computer to the router.
Update the satellites first
ReversibleThen the router.
Wait for the reboot
ReversibleDo not cut power.
Check the version
ReversibleRepeat the update if it did not apply.
Look for a newer release
ReversibleIf problems follow an update.
Back up the configuration
ReversibleAdvanced, Administration, Backup Settings, save the file.
Screenshot the Wi-Fi names and passwords
ReversibleKeep it for a reset.
Model-specific
What is true of this model and not of its siblings
- Several attempts
- Some updates needed three tries.
- Satellites first
- NETGEAR's advice for the order.
- Backups
- A saved configuration speeds a restore.
- Screenshots
- A quick record helps after a reset.
Stop boundary
When this stops being a self-service repair
- !If the router stays on the old version after several tries, contact NETGEAR support
- !If the web page never loads after reset, ask NETGEAR
- !Note the release in the community thread
Evidence ledger
Sources behind this answer
Exact questions
Common questions
Why does my Orbi update keep failing?+
A weak connection or a reboot that did not apply it.
Which should I update first?+
The satellites.
Is a rollback a good idea?+
Check for a newer release first.
Do I lose settings?+
Not in a normal update.
Can I back up my Orbi settings?+
Yes, from the web interface.
Do I need a backup before updating?+
It is wise.