CAX80 Nighthawk App Issue

[SteveSz]

Just recently purchased the CAX80 router modem and am having trouble with the Nighthawk app.  After launching the app (iPhone or iPad) I am unable to access the security section. After clicking on it I get this message: ERROR - Device does not exist in UPBackend DB or invalid.  If I reboot the apple device and the router I can connect to the security section for a short time then the error returns.  Support has been no help to me (still waiting for a response to my open ticket).  Anyone in this comunity have any ideas how to resolve this issue? 

[plemans]

Does it work fine if you're logging into it using a web browser and not the app? 

[SteveSz]

I am unable to click on the security tile from the web browser interface either. It is there but I am unable to click it to open the interface. 

[plemans]

Does it give you an error or what do you mean you can't click on it through the browser

[SteveSz]

It does not give an error.  The security tile is there so I assume that you should be able to click on to go into that section just like you can with the other tiles. 

[plemans]

do you have an armor subscription? 

Through the gui it just shows activated/not. That's why I curious what it shows through the browser. 

The app is where you navigate/use it. 

[SteveSz]

Yes, I have a subscription and it shows activated. I am also aware that it is activated through the app as that is what I did.

[plemans]

have you tried uninstalling/reinstalling the app?
or factory reset/reinstalling the router? 

[SteveSz]

I have reinstalled both the app and reset the router multiple times with the guidance of technical support.