R-9000 Router not found by Nighthawk App

EEWdad
Aspirant
Dec 29, 2018
Apologies -- I'm not a router/networking expert so my approach is to not state things in absolute terms - because I really don't know for certain. What I'm saying is my interpretation of what the App is telling me is that my phone is not connected to the same Wi-Fi (whether 2.4G or 5G) as my router. I've tried connecting to both networks and get the same "router not found" message from the App.

Yes, I do have an Xfinity modem in front of my R-9000 router. It is not in bridge mode and I have turned-off the Wi-Fi radios on that device to avoid interference with the radios in the R-9000.
- michaelkenward
  Guru - Experienced User
  Dec 29, 2018
  EEWdad wrote:
  
  Yes, I do have an Xfinity modem in front of my R-9000 router. It is not in bridge mode and I have turned-off the Wi-Fi radios on that device to avoid interference with the radios in the R-9000.
  
  What is this modem? The model number?
  
  Turning off the modem's wifi does not turn off any routing that it carries out.
  
  If there is another router in your network, then the addressing process may not be what the app expects.
  
  I am not familiar with the iOS version of the Nighthawk App. I use Android.
  
  In my case the behaviour depends on being connected to the router's wifi. If I am not it offers to use remote access.
  
  It will show "Off line" hardware so long as it is registered at MyNetgear.
  - EEWdad
    Aspirant
    Jan 01, 2019
    
    The modem is an Xfinity gateway router - model DPC3941T. The R-9000 is plugged directly into the gateway via one of the four LAN connectors.
    
    Understood on the Xfinity Wi-Fi being off not having any impact on the routing function of the Xfinity device.
    
    My confusion stems from the app not being able to see my router... especially when my phone is connected to the wi-fi network which originates from the router.
    
    The app tells me "Issues connecting with [my network name]" and tells me to switch Wi-Fi networks or troubleshoot.
    
    I've switched networks with no success.
    
    Trying to connect remotely doesn't appear to work -- only my former R8000 is shown and, in its correct disconnnected state.
    
    Troubleshooting tells me:
    
    to be sure I am not connected to my guest network (check);
    
    to verify my mobile device isn't connected to another router or access point (Xfinity Wi-Fi radios are off, check);
    
    I've switched between 2.4G and 5G networks (check) and,
    
    to be sure my router is not in Bridge Mode (check).
    
    I've also verified current firmware version and restarted my router as part of my basic trouble-shooting.

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R-9000 Router not found by Nighthawk App