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Forum Discussion
Device Names change to -- in device list r6700v3 when using Nighthawk App
Nighthawk r6700v3 (though I have seen this problem or similar no matter the model)
Firmware V1.0.3.66_10.0.50
Nighthawk App Version 2.2.9.495
Problem: Customized/Edited device names change ...
Ignore all of the above. The problem has returned and the Nighthawk app has not been used.
This is actually the R6700v3 but the forum does not have that as a selection in the drop down.
I have been working with a very awesome support rep at Netgear support named Loren. Loren is 1 of 6 support reps that I have dealt with, they are the only one to send an email asking for follow up, and they are advocating for me like a good customer service person should. We have tried the following solutions that have not worked:
1) Reserve an IP for the devices that the device name disappears for. The device name stays in the LAN set up area where you reserve the IP's but not in access control.
2) Have tried managing using just the browser.
3) Renamed the router to something other than r6700v3, which is the default. Then we hard booted.
4) Reset to factory defaults.
5) Regressed firmware and tested at each stage.
The problem only happens when you pause/resume internet access for a device. It changes from whatever you customized the name to, back to -- .The problem only happens when you use the browser or Nighthawk app. The Nighthawk app pulls the device names from the router, so when the problem happens it changes the device name appearing in the browser or the Nighthawk app.
Now here is what worked for me as a work around. The mobile Netgear Genie app seems to keep it's own list of device names in the app. I can remotely manage internet access using it. The name you put into the Genie app, can be different than what is seen through the browser or the Nighthawk app.
The problem is with the router firmware. Where ever it stores the device names, it allows them to be editted back to -- whenever you pause the internet for a device. I would think the names would be kept in a simple .log file but I have no clue how they have their firmware structured.
The support case is still open and they asked for screen shots of all the areas, which I sent them and I sent a screen shot of the network map with device names in the mobile Genie app. I assume someone wants proof that this is happening or to make sure they clearly understand what I am describing.
I will update this topic as I get updates from Netgear support and time allows.
This will be the last update.
Loren, at Netgear support contacted me and gave me alternate directions to submit a bug report. This alternate method had to do with me opening the app and shaking my phone, and the instructions stated that a window to submit a bug report would pop up. I did not try these directions, as I discovered the work around for the issue (at no cost to Netgear). They did say that they hoped the issue would be corrected in future releases, so that is admitting that it is a program defect.
So, if you are having issues with device names missing from access control just get the Netgear Genie App and customize the names in it. Those stay and do not revert back to -- . Also, I selected these devices to reserve IP addresses for and those customizations did not stay when using the browser. The Genie App does not allow you to reserve IPs, so I do not know what the work around for that would be.
Not sure why they did not create a simple .txt or .log file to store this information and have the system pull that information when accessing. It really is a simple thing.
I thought the previous post would be the last one, but the saga continues.
I posted on Netgear Ad on Facebook and they replied to send them the case number. I did so and in a couple of days was contacted by someone that said they had been assigned the case. They said they repeated the problem there and was passing on the results to the appropriate department. Doesn't help me much but maybe an update will help someone in the future.
To add to the issue, the work around of using the Netgear Genie App no longer works as of today. The Nighthawk routers no longer support the Genie app, so you must use the Nighthawk app or the web browser interface.
Synopsis: Netgear support in general does not work towards a solution for their customers. Out of several agents, only one took the issue seriously and persued it as a customer advocate should. Then the only thing they could do once they duplicated the issue there, is pass the buck on up the line to development. Add to that, Netgear as a company needs to rethink how their development department makes decisions on whether certain software is continued to be supported or not, on their current devices. The Netgear Genie seems to be a solid app, while the Nighthawk app seems to be very buggy.
After being a Netgear customer for over a decade, it seems that I will be looking elsewhere for my next router. I do hope that someone that can make changes looks at the rational customer complaints, and does so objectively.
- Have seen this the entire time I've owned my nighthawk router. It's ridiculous that it's never worked, and I always apply the upgrades. Doesn't instill a lot of confidence in their ability to write software. I tell my friends to stay away from Netgear. Won't buy again.