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Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 36854
Experience:  Great troubleshooting skills with computer and network.
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I am new user of netgear router. There is a problem

Customer Question

Hi. I am new user of netgear router. There is a problem happening right now. I already set up the router and can run on my macbook but i cannot get wifi access with other devices such as my phone, my family's mobile devices. So, how can I fix this? Thanks!
Submitted: 1 year ago.
Category: Networking
Expert:  Viet - Network Tech replied 1 year ago.

Hi,
I'm sorry about the issue. Is this a new router? Or was it working fine previously with all devices?
Is there any error or message?
Are you looking for the Wi-Fi/wireless password?
What's the model of your netgear router?
Is your Macbook laptop currently connected to your Netgear router with an Ethernet/network cable? Or is the connection wireless?
Please reply at the box below. Thank you.

Customer: replied 1 year ago.
it is a new router. I just set up a few minutes ago and I can connect wifi with my macbook and it works perfectly well (now i am using this wifi and asking questions and help) I already got the wifi user and pw. The router model is N300 WiFi Router. Yes it is currently connected.
Customer: replied 1 year ago.
I found the wifi but when i connect it with my phone, it is still waiting to be connected with the wifi.
Expert:  Viet - Network Tech replied 1 year ago.
What's the brand/model of your phone? Please tell me what happens when you connect the phone or a mobile device to your Wi-Fi / wireless network name. What's the exact error or message? How about connecting another mobile device? What does it say? Please reply at the box below. Thank you.
Customer: replied 1 year ago.
iphone 6
Also, I chnaged the wifi name and password. And yeah when i connect it, it is loading like circular thing running. No alerts nor messages shows up though.
Customer: replied 1 year ago.
It also happnes the same situation on other devices.
Expert:  Viet - Network Tech replied 1 year ago.
What is the security options did you set to at the Wireless setting on the router? Please let me know. Thank you.
Customer: replied 1 year ago.
WPA2-PSK [AES]
Expert:  Viet - Network Tech replied 1 year ago.

Please set Security Options to WPA-PSK + WPA2-PSK..., then apply / save, then check. Please reply at the box below to continue troubleshooting. Thank you.

Customer: replied 1 year ago.
nope still the same
:(
Expert:  Viet - Network Tech replied 1 year ago.

Sorry, please disconnect the power cord from the Netgear router for a few minutes, then reconnect, then wait a few minutes, then check that the Security Options should still be set to WPA-PSK + WPA2-PSK..., then see if you can connect the iPhone and another mobile device. Please let me know. Thank you.

Customer: replied 1 year ago.
the security option is what you mentioned above but the other devices are still not working
Expert:  Viet - Network Tech replied 1 year ago.

Sorry, it is strange. You did disconnect / reconnect the power cord from the netgear router right?

On the iPhone, can you go to Settings -> General -> Reset -> Reset network settings, and confirm reset, then see if the iphone can connect?

Thank you.

Customer: replied 1 year ago.
i did that.
the phone cant connect to the wifi even after i entered the password.
I tried with my mom's 5s, dad's note3 and sis's 5c
Expert:  Viet - Network Tech replied 1 year ago.

Can you test setting Security Options to None / Disabled, then apply / save, then see if it works. Please let me know. Thank you.

Customer: replied 1 year ago.
i tested
Customer: replied 1 year ago.
does not work
Expert:  Viet - Network Tech replied 1 year ago.

Sorry, do you see any firmware update for the new router? Thank you.

Customer: replied 1 year ago.
nope
Expert:  Viet - Network Tech replied 1 year ago.

What's the model of your Netgear router? Can you check firmware at:

http://downloadcenter.netgear.com/

- If that does not work, make sure the router has power, then press and hold the factory restore / reset button at the back/bottom of the router for about 12 seconds, then wait a bit, then set up the router with no security options again, and check.

When you are available, please reply at the box below to continue. Thank you.

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