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Setup/software Upgrade

Bhmartin
Tutor

Setup/software Upgrade

I was given a R7000 router by my sister. It was set up previously by "the cable guy." My sister never did anything with it except connect to WiFi. She never registered it with NETGEAR or set up the Nighthawk app to adjust anything with her phone. 

I would like to set up the app and use the parental controls. The problem is that I can't access the router's controls through the Nighthawk app. It won't accept the default "admin" and "password" entries to get access. I've reset the router several times. It doesn't help. I can't reset the password because it won't accept the router serial number when I go to the "forgot password" page. I have tried the setup from both a Mac and a PC. 

Has anyone else experienced something like this. 

 

Model: R7000|AC1900 Smart WIFI Router
Message 1 of 13

Accepted Solutions
plemans
Guru

Re: Setup/software Upgrade


@Bhmartin wrote:
I tried entering http://192.168.1.1 . I just got a message that said the server timed out. I also tried the reset. No luck there, either. Thanks for the suggestions.

When you try the reset method, push and hold for 7-10 seconds while powered on. The lights should flash or change. that'll indicate a successful reset. 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->

View solution in original post

Message 6 of 13

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microchip8
Master

Re: Setup/software Upgrade

What happens when you go with a browser to http://192.168.1.1 ? Can you login then? If not, push the Reset hole at the back of the router while it's on with a paper clip and wait until LEDs flash, then release and try the address again

Routing: NETGEAR R7800 - Voxel Firmware 1.0.2.91SF & Kamoj addon
Switching: 2x NETGEAR 8-ports (GS108v4) / 1x NETGEAR 16-ports (JGS516v2)
Desktop: AMD Ryzen 7 3700X - Server: Intel Core i7-7700K - NAS: Intel Pentium G4400, 16 TB
Message 2 of 13
emy1978
Aspirant

Re: Setup/software Upgrade

Im experincing the same thing. I called Netgear but they want me to buy extended support for $89 in order for them to help me. I had the nighthawlk  for a yeear now. Im frustrated, everytime I browse it blocks me. 

Message 3 of 13
Bhmartin
Tutor

Re: Setup/software Upgrade

I tried entering http://192.168.1.1 . I just got a message that said the server timed out. I also tried the reset. No luck there, either. Thanks for the suggestions.
Message 4 of 13
plemans
Guru

Re: Setup/software Upgrade

Like @microchip8 said, factory reset the device. who knows what the "cable guy" setup on the router and this way you can customize it yourself. 

In terms of Netgear support, it is free for 90 days. After that you can use the warranty for a year but if you'd like support is it a pay option. But that's what the community is here for, to help others out. 

If you try the factory reset method and you're having problems with setup, just let us know and we'll be happy to help out. 

Here's your support site with manuals, firmware, and install guides. 

https://www.netgear.com/support/product/r7000.aspx

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->
Message 5 of 13
plemans
Guru

Re: Setup/software Upgrade


@Bhmartin wrote:
I tried entering http://192.168.1.1 . I just got a message that said the server timed out. I also tried the reset. No luck there, either. Thanks for the suggestions.

When you try the reset method, push and hold for 7-10 seconds while powered on. The lights should flash or change. that'll indicate a successful reset. 

Current Setup: CM2000-> RBK750-> GS716v2-> RAXE500-> Pi-hole->

View solution in original post

Message 6 of 13
microchip8
Master

Re: Setup/software Upgrade

you need to be connected with a cable to the router so it can get an IP address for the computer. Then you can try the mentioned address

Routing: NETGEAR R7800 - Voxel Firmware 1.0.2.91SF & Kamoj addon
Switching: 2x NETGEAR 8-ports (GS108v4) / 1x NETGEAR 16-ports (JGS516v2)
Desktop: AMD Ryzen 7 3700X - Server: Intel Core i7-7700K - NAS: Intel Pentium G4400, 16 TB
Message 7 of 13

Re: Setup/software Upgrade


@emy1978 wrote:

Im experincing the same thing. I called Netgear but they want me to buy extended support for $89 in order for them to help me. I had the nighthawlk  for a yeear now. Im frustrated, everytime I browse it blocks me. 


Netgear does not do paid-for support.

 

If you called a number you found on the Internet, it wasn't Netgear.

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 8 of 13
antinode
Guru

Re: Setup/software Upgrade

> you need to be connected with a cable to the router so it can get an
> IP address for the computer. [...]

 

   Nonsense.  Visit http://netgear.com/support , put in the model
number, and look for Documentation.  Get the User Manual.  Look for
"Connect to the Network" and, in particular, "WiFi Connection".

Message 9 of 13
IrvSp
Master

Re: Setup/software Upgrade


@michaelkenward wrote:


Netgear does not do paid-for support.

 

If you called a number you found on the Internet, it wasn't Netgear.


Netgear does once you are out of the warranty window,  through a 3rd party name. See https://gearhead.netgear.com/  and $89.99 is the cheapest 'plan'.

Message 10 of 13

Re: Setup/software Upgrade


@IrvSp wrote:

@michaelkenward wrote:


Netgear does not do paid-for support.

 

If you called a number you found on the Internet, it wasn't Netgear.


Netgear does once you are out of the warranty window,  through a 3rd party name. See https://gearhead.netgear.com/  and $89.99 is the cheapest 'plan'.


Both of my statements are correct.

 

As I said:

 

"If you called a number you found on the Internet, it wasn't Netgear."

 

and

 

"Netgear does not do paid-for support."

 

Netgear's support pages point you to Gearhead.

 

That is not Netgear. As I have said often before in this community, it is GearHead that supplies that third-party support.

 

The phone number for Gearhead is not the same as Netgear's. You certainly won't find a Netgear number with a web search. Sadly, it doesn't even find Gearhead.

 

I wonder how much Netgear gets from this deal with Gearhead, which supports just about anything you care to throw at it.

 

 

 

Just another user.

My network DM200 -> R7800 -> GS316 -> PL1000 -> Orbi RBR40 -> Orbi RBS50Y -> RBS40V
Message 11 of 13
IrvSp
Master

Re: Setup/software Upgrade


@michaelkenward wrote:


Both of my statements are correct.

 

As I said:

 

"If you called a number you found on the Internet, it wasn't Netgear."

 

and

 

"Netgear does not do paid-for support."

 

Netgear's support pages point you to Gearhead.

 

That is not Netgear. As I have said often before in this community, it is GearHead that supplies that third-party support.

 

The phone number for Gearhead is not the same as Netgear's. You certainly won't find a Netgear number with a web search. Sadly, it doesn't even find Gearhead.

 

I wonder how much Netgear gets from this deal with Gearhead, which supports just about anything you care to throw at it.

 


Really? Why does this KB Article exist then, https://kb.netgear.com/000055958/How-is-NETGEAR-ProSupport-for-Home-different-from-NETGEAR-GearHead-... , note this:

 

=============

NETGEAR ProSupport for Home offers an Extended Warranty plan and an Extended Warranty and Support plan for a single NETGEAR device. The Extended Warranty and Extended Warranty and Support plans are available to any new or existing customers (US only) within 90 days of product purchase.

 

NETGEAR GearHead Premium Technical Support offers HomeSupport in 6-month, 12-month, and 24-month plans that cover a variety of common home electronics and software, including NETGEAR routers, gateways, and modems. NETGEAR GearHead also offers pay-per-incident support.

===============

 

NETGEER and GearHead seem to be tied together?

 

Of course you will probably discount this as well, https://gizmodo.com/netgear-launches-gearhead-home-network-support-service-5092318  which is a release about the service it (Netgear) started. US only though.

 

Can even reach them via this Facebook page, https://www.facebook.com/Netgear/posts/netgear-gearhead-tech-support-24x7-1-800-939-9092-httpowlyf6l...  and of course the 'Netgear' is part of that link.

 

And of course if you even looked at this page, https://gearhead.netgear.com/  which again links GearHead to Netgear, this little notice on the page I'll assume you didn't see:

 

========

Next steps require NETGEAR account log in.

========

So a third party that isn't part of NG or connected to them knows all about your login credentials?

 

Well, if the OP found a different support company number, then you were 1/2 right, "If you called a number you found on the Internet, it wasn't Netgear."

 

Message 12 of 13
Bhmartin
Tutor

Re: Setup/software Upgrade

Thank you microchip8 and plemans. I had been pressing the reset button, but I wasn’t holding it down long enough. Once I got the router to reset, it still took some work because the software update wouldn’t work automatically. I had to bounce back and forth between routerlogin and the Nighthawk app, but I eventually got it working. Thank you!
Message 13 of 13
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