XR1000 Can't Download Or Update Apps Through Google Play Store

[GigaHeart]

Nighthawk XR1000 Pro Gaming router.

Firmware: 1.0.0.58_1.0.44

I have been having this issue for the past 3 weeks.

I have been to many websites regarding how to troubleshoot this issue. None of the suggestions work.

My ISP (Comcast) suggests my WiFi connection is fine (which is true except for when I download apps) and that the issue doesn't seem to be on their end, so my only other thought is that this is a router issue.

Multiple people with different Android phones have tried downloading/updating apps through the Play Store over WiFi and none were successful.

Downloading over data works fine, but I don't have an unlimited data plan, so doing that all the time is not an option. 

Router and modem (CM2000) have been unplugged/factory reset multiple times. 

I have attempted clearing the data and cache from: Google Play Store, Google Play Services, Download Manager

I have uninstalled updates from the Google Play Store.

I have downloaded the latest APKs for Google Play Services and the Google Play Store.

I have factory reset my phone.

Date and time are set correctly.

Phone has plenty of storage available.

I have removed my Google account.

I have added a new Google account.

My WiFi signal is strong (I got a WiFi extender a couple days ago as well, and that didn't resolve it).

I made sure the Geo-Filter is set up in the correct location, no content is being filtered in the Content Filtering section of DumaOS.

I have tried using Google's DNS on my router and on my phone.

I have tried disabling IPv6.

None of the logs in the Monitoring section of DumaOS seem to suggest something is wrong.

If anyone has any suggestions, please let me know.

[Netduma-Fraser]

You mentioned the Geo-Filter, are the phones added to the Geo-Filter? First try disabling the protection options in WAN Settings, then switching NAT to Open. If neither of those work disable QoS fully from the Congestion Control 3 line option menu and see if it helps.

[GigaHeart]

Thanks for your suggestions.

I had no devices added to the Geo-Filter. I just tried adding my phone to it to see if it did anything, and nothing changed.

The Disable Port Scan and DoS Protection was already checked off in the WAN Setup menu.

The Congestion Control setting is set to Never in the QoS menu.

And I just tried changing NAT Filtering from Secured to Open like you suggested and it doesn't seem to have done anything.

[Netduma-Fraser]

For QoS you need to disable it fully, not just set it to Never so open the menu and tick Disable QoS

[GigaHeart]

Got it. Took me a minute to find the option, but I disabled it. Doesn't seem to have fixed anything.

[Netduma-Fraser]

Interesting, does it give any sort of error when it fails to download the app? Go to the System Information page and look at the log, try the download and look to see if a log entry appears at the moment it fails please

[GigaHeart]

On my phone it says

"   

      Can't update insert_app_name_here 

      Try again, and if it still doesn't work, see common ways to fix the problem 

"

I've tried all of those ways and more.

No log entries appear when the error pops up. There were some "[Admin login] from source" logs beforehand, but that doesn't seem relevant.

One log that seems to pop up occasionally is "[WLAN access rejected: incorrect security] from MAC", but it happens infrequently and doesn't coincide with when the downloads fail. Also, the MAC address that comes up with that log doesn't match any devices in the Device Manager window in DumaOS.

[Netduma-Fraser]

Not sure if you have tried this but go to the playstore app settings then data usage and ensure enable wifi is on

[GigaHeart]

Yes, I have done that already. The apps either get stuck in Pending, or they download up to 90-99% and then stop. It seems to be a common issue people run into. It just doesn't make sense that it's consistent across different phones using this WiFi, and that it works fine on other WiFi connections and over data which makes me think the router is somehow to blame.

[Netduma-Fraser]

So you have tested it with other routers as well then and it's not an issue? Put one of the devices you'll test with in the DMZ as a test and see if that works please

[GigaHeart]

I haven't tested with a different router where I'm currently living. I moved recently and this issue only started after I moved here. I used a different router/modem (D-Link AC-2600 router w/ Netgear CM1000 modem) where I previously was and had no issues.

In LAN Setup, I added my phone under Address Reservation, and in WAN Setup I turned on DMZ Default Server and set the IP to my phone's IP (which is what I'm assuming what you asked me to do). Still can't download/update apps.

[Netduma-Fraser]

That was it, thanks for trying. Make a Traffic Controller rule allowing ALL traffic to the device and see whether that works. If not our options are limited - do you have a spare router?

[GigaHeart]

I have a new router coming on Monday to test. It's a TP-Link AC1200. Just something inexpensive to have as a backup for now. I'm also getting a new phone (an iPhone) on Friday, so hopefully I don't get a similar issue with the iPhone App Store.

I added the traffic rule and it didn't seem to help. Thanks for all the suggestions.

[Netduma-Fraser]

Okay great so what I would suggest is first doing modem > TP with the XR disconnected, see if you have the same issue - if you do then it's not router specific. If you don't then connect the XR behind so modem > TP > XR test again and the issue I assume will still be present, if so then switch the XR to AP mode then try again. In AP mode DumaOS is basically completely disabled. If it works then it is something on DumaOS, if it doesn't then something in the Netgear settings. Then at least we can narrow down the issue.

[GigaHeart]

New router finally came in and it didn't fix anything. Still can't install/update apps. Tested with family members' iPhones with the XR and they were able to download stuff just fine, so it seems to be Android-specific. And it seems to be app-specific, since there were a couple apps that we were able to install using the XR. We tried the Word Search Puzzle app and the Block Words Search app (just random apps to try installing) and they were able to be installed consistently on all phones, but the app Word Search Pro was unable to be installed. Not really sure where to go from here. Maybe there's some security protocol in certain apps' installers that isn't compliant with a router setting causing the app to fail at downloading/installing/updating? It's difficult to believe that it's the case given that both routers are causing the same thing to happen.

But what I know is that it can't be that the apps are incompatible with the phone since they install fine over data, so it's likely something with the WiFi that's causing the issue. The issue only happens on this network and happens across multiple types of Android phones. If you have any further tests you think I should try, please let me know.

[Netduma-Fraser]

The plot thickens! I can't really see an app having specific permissions or anything that would conflict with a router setting. I will continue to think but as it's happening on another router it may be hard to come up with a viable solution. I will have a think about this but I think it would be worthwhile getting support from Google themselves, this support page should work for you: https://support.google.com/store/gethelp