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Question

Newer devices can not connect to 5GHz network

Oct 3, 2018 6:06PM PDT

I just got a new router (Netgear Nighthawk R8500). It has 3 wifi networks: one 2.4GHz and two 5Ghz.
I'm having a strange problem with one of the two 5Ghz networks (the other two networks work perfectly): only my older devices can connect to it, namely iphone 5s and iPad Air. My newer devices (ipad pro 12.9 inch, iphone 6s, imac 2017, macbook air 2015) can not connect to it at all. They see the network and it shows full strength wifi signal but when trying to connect they fail and show an exclamation mark over the wifi symbol. I'm completely baffled by this. I tried factory resetting the router, tried several of the recent firmware versions but nothing worked.

Discussion is locked

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Clarification Request
I wonder
Oct 3, 2018 7:40PM PDT

if you were to swap the two 5Ghz if the problem transferred to the other devices ?

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sorry, I'm not sure what you mean
Oct 3, 2018 7:46PM PDT

by swapping the two 5Ghz. Could you clarify please?

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Answer
I'm not there to see your settings.
Oct 4, 2018 8:46AM PDT

But I don't see the reason for more than one at each band. Either call Netgear for support or go with what works.

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here is
Oct 4, 2018 9:16AM PDT
a screenshot of the settings
The first of the two 5Ghz networks is the one that's giving me trouble. I spent 3 hours on the phone with Netgear support to no effect. In the end they suggested I return the router to Amazon (I'm still in the return window). But the Netgear support person didn't seem particularly knowledgeable so I wanted to ask around to see if there are any other ideas as I don't want to go through the return process and end up with a router with the same problem.
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Nothing looks off there.
Oct 4, 2018 9:54AM PDT

Looks like a fine issue for Netgear to address. I do see you setting the channels so what happens if you swap the channels. Does the problem follow the channel change?

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sorry, I'm not sure what you mean
Oct 4, 2018 10:03AM PDT

by swapping the channels. swapping the channel names? I tried that. no dice. the problem is always with the same 5Ghz network no matter what it's called.

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see that 48 and 153 values?
Oct 4, 2018 10:29AM PDT

Try SG1 on 153 and SG2 on 48.

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The first one can only use 36,40,44 or 48
Oct 4, 2018 10:32AM PDT

and the second can only use 149, 153, 157 or 161.
I tried various combinations of those. No dice. Same thing happens.

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Thank You Bob
Oct 4, 2018 10:06AM PDT

I didn't know how to exactly explain my response about swapping networks to see if the problems follow the devices Shocked ( still a noob ! )

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PS. I still don't see why more than one 5GHz channel.
Oct 4, 2018 9:55AM PDT

My advice is either make it Netgear's problem or go with what works.

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I don't need more than one 5Ghz network
Oct 4, 2018 10:24AM PDT

This router offers two 5GHz networks: one on channels 36,40,44 or 48 and the second on channels 149, 153, 157 or 161. They can be combined into 1 with the same SSID (by checking the "smart connect" box in my first screenshot). The router then automatically assigns the least congested of the two network to devices trying to connect to the 5GHz network. This is handy in a large condo building like mine.
But even if I do that none of my newer devices actually connect to the first 5GHz network. Even in the smart connect mode I can see what network is being used by what device. as you can see only the second 5GHz is being used.

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Sounds like the devices have LIMITATIONS.
Oct 4, 2018 10:30AM PDT

I'm starting to feel your devices are what's at issue. Same SSID to combine would be a very new trick and a lot of gear can't do the newer tricks.

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I would buy that except
Oct 4, 2018 11:08AM PDT

precisely the opposite happens:
my older devices (ipohone 5s and ipad air, which are both 5 years old) can use the first 5G network and my newer devices can not. This happens both in the smart connect mode when the networks are combined and in the standard mode when they are separate.

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I've run into new doesn't mean compatible
Oct 4, 2018 11:15AM PDT

This is a fine question for Netgear. I haven't run into this yet as the setups we do, have just one radio per band.

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I've decided to return it to Amazon
Oct 4, 2018 2:58PM PDT

and ask for a replacement. They've already shipped the replacement unit and it should arrive soon. Keeping my fingers crossed it will not have this issue. Thanks for your help.

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Keep us advised
Oct 5, 2018 4:47PM PDT

Please let us know if new router solves the problem.

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it did!!!
Oct 5, 2018 4:49PM PDT

I was actually typing a post about it when you posted.
I got a replacement unit from Amazon (they shipped it super fast) and it has no such issues. All my devices can connect to both 5G networks. My original unit must have had a hardware issue of some sort. Thanks to everybody who tried to help!