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Forum Discussion

Tutor

Mar 07, 2020

Cannot pause device from remote using netgear nighthawk app

For the purpose of pause and unpause/reconnect devices of my kids I use the netgear nighthawk app. Everything was working fine up to about 3 to 4 weeks ago. Now I can pause all except one device (a d...

NETGEAR Employee Retired

Mar 26, 2020

Hi BBBB,

May you provide the model number of your router, the current firmware version it's on along with with the app version you currently have installed.

Thanks,

Christian

Tutor

Mar 27, 2020

Thank you for contacting me. As to not make any typos, I just took a picture containing app version, firmware version and serial no. of R7000. Pls consult attached pic. Thank you.

Mark

Christian_R
NETGEAR Employee Retired
Mar 30, 2020
Hi Mark,

Thanks for providing that. Does the issue persist when connected locally? You may also try using a different device locally or remote along with toggling the remote management feature on/off again.

Please let me know if any of these suggestions work.

Thanks,

Christian
- BBBB
  Tutor
  Mar 31, 2020
  Hi Christian
  
  Yes, if I connect locally (same WLAN) the problem persists. In addition I have installed the nighthawk app on a different device and tried to disable the device both, locally and remotely. The problem persists in either case.
  
  Again, and strange enough, in all the configurations above I can pause / unpause devices except the one Desktop PC.
  
  Looking forward hearing from you and best regards
  Mark
  - Christian_R
    NETGEAR Employee Retired
    Apr 01, 2020
    Hi BBBB,
    
    Thanks for confirming. I'd like for our support team to reach out for further investigation. If you're interested, please send me a private message with your contact info and serial number.
    
    Regards,
    
    Christian