Forum Discussion

Tutor

Oct 23, 2015

Solved

cannot sign in to openDNS account to set-up parental controls using NETGEAR Genie

Hi, I am trying to use NETGEAR Genie Parental controls and when I attempt to login to my OpenDNS account, I get the following error message: "There was an error signing, in please make sure you're ...

Genie

DexterJB
Oct 23, 2015
Hi LorneAv,

This has already been reported and is currently being looked at. I will be sending an inquiry to Engineering and will provide an update on this thread.

Regards,

Dexter

Community Team

TonyWilath

Guide

Sep 19, 2016

Hi Dexter

I just thought I would let you know that this issue manifested shortly after I upgraded the firmware to 1.0.1.10. In regard to your questions:

1) When I log in using the Genie app on my Samsung S6 Galaxy it does the same thing (i.e. wont log in) on the first attempt. When I retry it then logs in (this happens every time I repeat this exercise and always works on the second go). Once I am in and I enable Parental Control I go to into the device map and try to set the individual devices and it wont let me do so. From what I have read on the Opendns forums this is an issue with the Netgear firmware and compatibility with the Genie software (i.e. this latest firmware is not fully compatible with the latest Genie software). This would also explain the buggy behaviour I get from using the Genie app from both my Samsung S6 and my Windows 7 PC. It also aligns with the fact I just recently upgraded the firmware on the router.

2) I had and existing opendns account. However this cannot be the issue as this account has been working properly on this router as far back as March this year (2016) with no issues.

3) Yes I confirm am able to login using my credentials at the site address you provided.

I would like to know if there is going to be a new release of the Genie app soon and if not is it possible to roll back the firmware version on my router? If so where can I get the previous release of the firmware?

TonyWilath

Guide

Sep 24, 2016

Hi Dexter

I downgrade the firmware on my D7800 to version 1.0.0.48 and this didn't work. Then I went back to original version which I started with which is 1.0.0.46 and this still doesn't work. My call with Opendns (#245788) is now closed as they said this issue is a know Netgear issue. I have pasted in the email from Opendns below:

Reginald Ham(OpenDNS)

Sep 18, 22:51 PDT

Hello,

Sorry to hear you're experiencing an issue. This is actually a known issues with NETGEAR devices. Netgear has mentioned that they plan to release a fix in the next firmware upgrade.

Can you attempt to logon to the router directly bypassing the Genie logon.
It appears an update to the Genie software may be causing problems.
If you can logon to the router directly that the problem is with the Genie application which is a NetGear application. If you encounter any problems with the Genie application you will need to contact Netgear's support team at https://www.netgear.com/support/.

Support | NETGEAR

www.netgear.com

Enter your product model number to get started. Selecting your model allows us to tailor our support site for you.

If you have any questions or concerns please contact us.

Best regards,

Reg Ham
Customer Support Representative
OpenDNS,inc

I tried downgrading the version of Genie to 2.4.20 but I still have the same problem. Given the number of articles I have read with your users having this problem what are Netgear doing about this. I can see that Netgear Genie 2.4.26 was specifically released to fix password issues with Opendns (I read the release notes) but this doesnt have appear to have fixed any issues and if anything, has created this issue for me.

Tony