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Forum Discussion
Cannot Login to Genie App
No matter what I try, I cannot login to the Netgear Genie app either on my phone or on the computer. I always get an error message. This has been occurring since the first update a few months ago. I j...
EEWdad wrote:I hate to have to do a factory reset -- essentially wiping out out all my network names, passwords and other settings -- especially if that is not assured to resolve the issue. Are you suggesting a factory reset is the solution?
Sadly, a factory reset is probably essential if you have issues after a firmware flash.The new firmware may have introduced settings that are not compatible with the old configuration.
But there are ways of trying to reduce the hassle.
It isn't always necessary, but if you have problems after a firmware flash, you should reset the thing to factory settings, but you can try to preserve your configuration.
My strategy is to:
- save (backup) settings
- flash firmware
If that works and you see no problems, great. If not, and something doesn't work,you may have to reset the device to the default settings:
- set to factory settings
- retrieve settings from backup
If that works and you see no problems, problem fixed! If not:
- set to factory settings.
- reconfigure everything
If that fails, then I fear that you may have to flash back to earlier firmware. If you do that, you will still have a backup of your old settings that you can restore.
Thanks, for the information on saving a back-up config file -- I admit [sheepish] that I wasn't aware of that capability and have subsequently saved a router configuration back-up file. Given the ability to logon to the router from other sources, a hardware reset doesn't sound like the right fix (to me, anyway). I think I'll wait for Netgear to respond/promulgate a solution. Thanks again for your efforts to help find a solution --
I'm embarrased.. okay, I see now that the forum moderator, Dexter, did suggest a factory reset following a firmware update. It doesn't sound like the right solution; however, I'll give it a shot.
EEWdad wrote:Given the ability to logon to the router from other sources, a hardware reset doesn't sound like the right fix (to me, anyway). I think I'll wait for Netgear to respond/promulgate a solution.
As you have seen, a hardware reset is the Netgear response. It is also a constant refrain here. That's why I mentioned it.
Factory reset followed by reloading back-up config file failed to resolve my Genie login issue using my PC.
Uninstalled/reinstalled Genie and received all the same error messages again. Genie shows device to be unregistered; registering returns error message that device already registered; unregistering device and then trying to register the device shown to be online fails both remote and local logons.
I'm no expert; however, this doesn't feel like a hardware issue.
Same here, I started with a factory default settings, same error. The restored my backup and still same error. Instead of us, the customers, wasting our time how about rolling back the update that broke this or you must have a lab where you can test this.
EEWdad wrote:Factory reset followed by reloading back-up config file failed to resolve my Genie login issue using my PC.
Did you try things before you restored the configuration?
EEWdad wrote:I'm no expert; however, this doesn't feel like a hardware issue.
Indeed. Inability to log in is a constant refrain here. Many dozens of fellow sufferers. Sadly, there is no single diagnosis or solution. We just have to learn to live with it.
My way is to feed the IP address of the hardware into the browser interface or into the desktop genie, whichever I want to use. Generally I go for the browser because it is easier and does more.
From time to time someone from Netgear says they are "working on it". Sadly, we never see any resolution.
EEWdad wrote:
Genie shows device to be unregistered; registering returns error message that device already registered; unregistering device and then trying to register the device shown to be online fails both remote and local logons.That's an unrelated issue. Registering doesn't do anything worth worrying about. But if you want it fixed, contact one of the Netgear moderators.