I just installed this new router replacing an old Netgear router. Everything was fine at first with my app but then all of a sudden the app is not working correctly. The app is no longer showing me toggle switches to pause the internet for the individual devices. It's not even showing the on/off tackle switches anymore. I have tried rebooting the router and uninstalling and reinstalling the app.

Scg wrote:I just installed this new router replacing an old Netgear router. Which one? AX5400 is not a reliable guide to model number. Many devices come with an AC tag, but it is essentially a label that Netgear, and other brands, attach to hardware to describe wifi speeds. Look at the label on the device for the model number. Something like RAX##? Scg wrote:Everything was fine at first with my app but then all of a sudden the app is not working correctly. The app is no longer showing me toggle switches to pause the internet for the individual devices. Which app? iOS or Android? Which version. And what mobile device is it on? What firmware version do you have on the Netgear device? A number is more useful than "the latest". There may be newer versions, or "hot fixes", that do not show up if you check for new firmware in the browser interface.If there is one it might also help if you told people the make and model number of the modem/gateway/ONT that sits between this router and the Internet. Is it, by any chance, also a router, with a set of LAN ports on the back?I ask because a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting.

It's an RAX54v2. I had a model R 6400 for many years. I just upgraded. At first the app on my phone looked just fine. But a few hours after the new router was up and running, my app automatically switched the way it looked. And now I have no more on off toggle switches to pause the internet on my various devices.My app Version is 2.29.1.3147My Firmware Version is v1.1.3.18

Scg wrote:My app Version is 2.29.1.3147 Android? Scg wrote:At first the app on my phone looked just fine. But a few hours after the new router was up and running, my app automatically switched the way it looked. Like I said, the app depends on the firmware. Your R6400 predated the Nighthawk app. The firmware update to move that from the Genie to Nighthawk may not be the same as on the RAX54v2. Likewise the workings of the app may not be the same. And now I have no more on off toggle switches to pause the internet on my various devices. Have you set up the app for Anywhere Access?

Yes, I did set up anywhere access and it's the same issue. When I open the device manager, I can see the devices, but there are no toggle switches.Yes this is an Android phone and I did completely uninstall and reinstall the app in case there was some kind of issue from when I was using the r6400 router. So everything should be the latest version. My router firmware is up to date and I just downloaded the app again yesterday.

What modem/gateway/ONT sits between the router and the Internet? What may have played nicely with one router might not with a different model. Have you tried the nuclear option? How do I perform a factory reset on my NETGEAR router? | Answer | NETGEAR Support

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15 Replies

michaelkenward
Guru - Experienced User
Sep 10, 2023

Scg wrote:
I just installed this new router replacing an old Netgear router.

Which one? AX5400 is not a reliable guide to model number. Many devices come with an AC tag, but it is essentially a label that Netgear, and other brands, attach to hardware to describe wifi speeds.

Look at the label on the device for the model number. Something like RAX##?

Scg wrote:
Everything was fine at first with my app but then all of a sudden the app is not working correctly. The app is no longer showing me toggle switches to pause the internet for the individual devices.

Which app? iOS or Android? Which version. And what mobile device is it on?

What firmware version do you have on the Netgear device?

A number is more useful than "the latest". There may be newer versions, or "hot fixes", that do not show up if you check for new firmware in the browser interface.

If there is one it might also help if you told people the make and model number of the modem/gateway/ONT that sits between this router and the Internet. Is it, by any chance, also a router, with a set of LAN ports on the back?

I ask because a lot of people turn up here trying to put a router behind a modem that is also a router. That can complicate troubleshooting.
- Scg
  Guide
  Sep 10, 2023
  It's an RAX54v2. I had a model R 6400 for many years. I just upgraded. At first the app on my phone looked just fine. But a few hours after the new router was up and running, my app automatically switched the way it looked. And now I have no more on off toggle switches to pause the internet on my various devices.
  
  My app Version is 2.29.1.3147
  My Firmware Version is v1.1.3.18
  - michaelkenward
    Guru - Experienced User
    Sep 10, 2023
    
    Scg wrote:
    
    My app Version is 2.29.1.3147
    
    Android?
    
    Scg wrote:
    At first the app on my phone looked just fine. But a few hours after the new router was up and running, my app automatically switched the way it looked.
    
    Like I said, the app depends on the firmware. Your R6400 predated the Nighthawk app. The firmware update to move that from the Genie to Nighthawk may not be the same as on the RAX54v2.
    
    Likewise the workings of the app may not be the same.
    
    And now I have no more on off toggle switches to pause the internet on my various devices.
    
    Have you set up the app for Anywhere Access?
Scg
Guide
Sep 10, 2023
I absolutely appreciate your help on this. I will get more information on my modem just to see what you think about it.

But let me emphasize something again in case it wasn't clear. On my app on my Android phone, I can't even see the toggle switches anymore. They are gone. The whole device manager screen looks different. So it's not like they're there but they simply aren't functioning. They aren't there at all.

I luckily have an old screenshot from before and I just took a screenshot now. I will attach both of them here. And you will see the difference that I don't even have the toggle buttons at all anymore. I am no computer expert by any means but I don't see why that would be the fault of the modem. But I will get that information.

Looks like I can only post one picture at a time so I will send one now and I will send one in another reply
- michaelkenward
  Guru - Experienced User
  Sep 10, 2023
  I have the same version of the Android app. It shows all of the controls that you would expect. It is also talking to two completely different routers.
  
  That leads me to think that it is not the app alone that causes what you see.
  
  Something is going on in the interaction between the app, Anywhere Access and your router.
  
  It is a case of narrowing it down by eliminating things in the chain.
  - Scg
    Guide
    Sep 10, 2023
    My modem is and Arris SURFboard SB6141. Attached is a picture of what happens when I click on an individual device in my device manager
Scg
Guide
Sep 10, 2023
Here is that other photo of what it looks like now
- FURRYe38
  Guru - Experienced User
  Sep 10, 2023
  So what do you see in the app when you select a device that you want to pause to stop getting internet and go into it's orbi app page and look at the top right hand corner of THIS screen for a router circle with two vertical lines with in the circle? Press this pause circle here?
FURRYe38
Guru - Experienced User
Sep 11, 2023
I get the slider button and pause circle buttons on my NH app, however i'm connecting to a RAXE500 currently.

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