Nighthawk app for iOS timed out. Unable to login.

[junglesim]

Hello.  I know this is a repeat of an existing discussion that was solved (and now closed) but the solution of reconfiguring the router seemed a little extreme and who like to know whether anybody else has a solution. 

The issue is I can no longer log into the Nighthawk app.  When I get to the screen that requests my admin password it returns a pop up saying 'Logon timed out, please try again. If the issue persists, try rebooting your device.'  I have tried rebooting the router several times to no avail.    It is not that I am using an incorrect password as the same credentials work to log into www.routerlogin.net.   I am using an iPhone 5s (yes very old but a phone is a phone) with the latest firmware available for it (12.5.5) and I am using version 2.13.1 of the nighthawk app, which is the latest version compatible with my iOS firmware.  I would be grateful if anyone else has any suggestions on how to fix this issue. Much thanks!

[plemans]

Did you try disabling icloud relay? and private mac/ip address? 

We've seen a lot of reports of app issues but people still able to log in through the browser. 

If yours is working through the browser as your posts implies, i'd wait on an app update as netgear is aware of the issue (based off other posts)

[junglesim]

Thanks for the prompt response, it is much appreciated.  That is good advice. I will try disabling any relays and private IPs, but I am pretty convinced I don't have any set.  As regards to an update the app, I am little concerned that as my phone is old and can't update to the latest OS that Netgear won't up the latest version of the app that is compatible with my phone.

[junglesim]

Thanks to Netgear support which I contacted via the app I found the solution to be a hard reset.

From Netgear help:

"We can suggest to clear the Data Cache of the App and performing a Soft Reboot of your Router: https://kb.netgear.com/000061793/How-do-I-power-cycle-or-reboot-my-NETGEAR-router. When the device is rebooting, please allow 10-15 minutes to pass. That time would be a good opportunity to restart your phone as well. After the time has passed, please open the App and try again.

We can also recommend ensuring your Router is up to date on the latest firmware. For instructions on how to do so manually through the Web GUI:https://kb.netgear.com/23442/How-do-I-update-the-firmware-on-my-NETGEAR-router-with-a-web-browser.

Another option is to perform a factory reset on your Router as well, but if you choose to do so, please also follow instructions on saving your Router Configuration Settings:https://kb.netgear.com/24231/How-do-I-back-up-the-router-configuration-settings-on-my-Nighthawk-rout..., and then to perform factory reset: https://kb.netgear.com/9665/How-do-I-perform-a-factory-reset-on-my-NETGEAR-router. The link for backing up your config settings also has a separate link in it on when you are ready to restore those settings, I.e. after factory reset."

It was the 'Another option' factory reset that did the trick for me.  The process of using it to a a full restore worked seamlessly.  Kudos to the Netgear Team.