Re: Cannot pause device from remote using netgear nighthawk app

BBBB · ‎2020-03-07

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 desktop PC connecting through wifi. If I pause it in the app it shows like it would pause, however, it does not really pause the device. If I restart the app, it shows the device again as unpaused (which in fact it is). Fact: I cannot really pause that device. All other devices do not show this strange behaviour and can be paused.

What I did so far: deleted and reinstalled the nighthawk app, booted the desktop pc that I cannot pause, rebooted the router (R7000 Nighthawk).

Any ideas what could be the cause and cure so I can pause/unpause that device correctly?

Mark

BBBB · ‎2020-03-25

Hi, I do have exactly the same issue now on a different router in a different building with the same setup. It is only one device, Desktop PC, connecting over WiFi. Anybody else having similar issue? Solution?

Christian_R · ‎2020-03-26

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

BBBB · ‎2020-03-27

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 · ‎2020-03-30

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 · ‎2020-03-31

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 · ‎2020-04-01

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