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I have set up my G36 via the web browser.  When I try to log in to the router from the Mobile app (on the same network) it prompts to do a factory reset on the router.  I have tried the app on two different mobile devices on the network and they both prompt for factory reset.  I have no problem accessing the router via a web browser.

Could you confirm if you have changed the Wi-Fi name and password on the web interface?

If you have changed them, you will not be able to set up the Surfboard Central app, as the app requires the gateway to be under the default Wi-Fi credentials.

If you are using the default Wi-Fi credentials, please try reinstalling the app and follow the steps provided in the link below.

http://arris.force.com/consumers/articles/General_FAQs/SURFboard-Central-Wi-Fi-Cable-Modem-Setup

Note: In the link view option for “Click here if you have previously installed with Web based UI portal”. 

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