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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 connected to the Internet and try again"
I am connected to the internet and I can open my account using the same email and password on the OpenDNS site but Genie will not connect.
I have a D6300 WiFi ADSL Modem Router running firmware version V1.0.0.90
Any ideas? This is getting frustrating, as I have tried several times, at different moments of the day - just in case that helps...
THANK YOU for anyone who may be able to help.
110 Replies
- I am having the same problem. I can not get into the settings or any of the icons on the first page. Same error message. Please help.
Hi Dimps1,
1. What is the model number and firmware version of the router?
2. What version of NETGEAR Genie do you have installed?
3. Have you tried using another device (another computer, smartphone, tablet)?
4. What is the error message?
5. Was it working before?
6. Do you already have an OpenDNS account? If yes, are you able to login in to it via a browser?
Regards,
Dexter
Community Team
- Netgear Router is R6220
Firmware Version:V1.1.1.0.3
Netgear Version 2.4.24
Ipad mini IOS 9.3.5
Yes I'm tried with another 2 devices and it's the same don't let me, does nothing...I hope so you can help me, thanks.
DianaHi alisonxgraham and DianaSiordia,
Please try uninstalling and re-installing the NETGEAR Genie app. Please keep us posted on the results.
Regards,
Dexter
Community Team
- I ready did uninstall it and install it many times and still does not work, what can I do? I really need it
I appreciate your help
DianaHi Dexter
Just letting you know a new firmware version has been released for the D7800 (1.0.1.16). I upgraded my modem/router to this version and tried the parental control login using the Netgear Genie application.
My issue has now been going on for 1.5 months now and I can see others have had this issue for even longer. Netgear replaced my physical modem/router and the issue still persists despite new hardware and multiple firmware versions.
Are your best Netgear Genie developers looking at this issue? I would like to understand what Netgear is doing behind the scenes (i.e. what actions are they taking) given their product is not working as advertised?
Regards
Tony W
- Good day, finally I did, ... thanks.
Hi NetGear Community,
Same problem here with the Parental Controls feature not working. I have a D7800 (firmware V1.0.1.16) and using the Windows Genie App (2.4.34) and the iOS Genie App (2.4.38). I have an existing OpenDNS account which I can access through www.opendns.com and netgear.opendns.com. When I first started to get everything going, I was able to access the parental controls feature on my ipad, briefly, but now, nothing. Signing into OpenDNS on my iPhone (using working credentials), i get a message saying "Internet is not available. Please connect your router to the internet first.". On my ipad, it just hangs on the "signing in" screen. On my PC, i get the message: "you don't appear to be connected to the internet". I have tried accessing the parental controls directly through the device (192.168.1.1 admin login). When i select the parental controls tab, i get redirected to www.netgear.com/lpc. Parental Controls "the easy way to set some online boundaries".
Hi @TonyWilath, i would like to hear more about your road to a solution.
Hi Dexter,
Thanks for the update. I have since been in contact with OpenDNS and unfortunately, they couldn't help. I have also submitted a ticket to Netear Support who are currently trying to help me out and has since been upgraded to the expert technician team.
Fortunately, I have an older Netgear modem/router that I have added to my network which I have setup running through the OpenDNS Family Shield servers. I have all my boys devices connected through that modem as a bandaid until I can get these parental control sorted.
So far, we have tried everything from restarting, rebooting, uninstalling, reinstalling, updating, rolling back to previous firmaware, factory resetting, power cycling and bunch more, with no luck. I am curious to know if anyone out there has been able to setup these parental controls first time with no hassles, and also,
I would be interested to hear from people who have had problems with the parental controls feature and have been able to work through to a solution to fixing the issues that they experienced (probably won't here though because not many people jump on these forums if everything is working fine).
- SIGH. Unfortunately no, it didn't last more than 6-12 hours. Eventually it fell into a clear pattern where use of LPC would trigger a time-delayed lockout of all wireless clients. To rectify that, I had to disable LPC. And once I did that, debugging was frustrating because the OpenDNS login credentials would be rejected as outlined above.
After spending two days working in a solution, I returned it to the store and bought an Asus RT-AC3100. I got it fully installed and configured, with parental controls, in under an hour and everything has worked fine since then. Wow!!
The first reported case of this was 2015-10-23 - wow, 2 years and still not resolution in sight.
After 2 days of trying to set up parental controls, I stumble across this forum post. I am receiving the exact same issue, "There was an error signing in, please make sure you're connected to the Internet and try again.". I did manage to get it working briefly, then I lose all connectivity (from all devices) until I reverted the DNS settings on the internet settings page. Now it won't let me sign it to OpenDNS via Genie at all, I can, however login to netgear.opendns.com and opendns.com websites.
I spent just over £100 for this NightHawk X4S R7800 due to the advertised parental controls and gaming/QOS capabilities. So far it's been a complete waste of money compared to the PFSense box I was using previously (which by the way was FREE!).
Versions:
- Router: Nighthawk R7800
- Router Firmware: 1.0.2.20
- Windows: 10
- Genie App: 2.4.36
*Edit*
Have tried manually setting the OpenDNS (208.67.222.222 and 208.67.220.220) servers on both the router and the windows 10 device (where I'm using the Genie App).
I have the same model, firmware, Genie version, and Windows 10 as ddunford above, and the exact same experience.
Yes this case is becoming very ridiculous. Given Netgear clearly know about this issue this is a cut and dry case of false advertising. Based on my IT experience and (I work for a large multi national IT firm) I am willing to bet the majority of devices they sell are experiencing or end up experiencing this issue by the sounds and variations of the symptoms people are posting. Yet Netgear keep printing on their packages this feature which is clearly problematic. In my mind this is not fair consumer trading within Australia.
To make matters worse I logged a request for a refund on my router as this web filtering is the prime reason for buying their top of the range router. I have disconnected this router and replaced it with a much cheaper (and I have also found my reliable Linksys router). Whilst it doesnt have the parent filtering there have been some previous posts on how to enable this function with secondary routers I have lying around so am going to try this. It took a good 2 weeks to get a response to tell me they have now managed to route my call to the correct department. Since then its been over 5 weeks and despite numerous follow ups I am now getting zero response on my refund request. Another delaying tactic from what I can no say appears to be a very unethical company in terms fo their business practises. I am going to give this another week and then will be approaching the Australian Consumer Affairs and Fair Trading governmental department and will be getting them to file a case against Netgear. I have enough documented evidence to have a fair go at being successful at this. This will put the Netgear company on the unethical list in Australia and open the door for others to more easily lodge cases with them around this.
I don't plan on ever buying anything Netgear ever again.
I have a D7000 with the same issue, brand new device, firmware updated, and Genie software updated. When I have the router set up to use the ISP's dynamic DNS assignment (i.e. the default setting assigned during setup), I experienced the same symptoms as are being reported on this thread (Parental Controls says not connected, but it is).
The good news - I found that you can work around this problem by manually entering the OpenDNS addresses into the static DNS portion of your router. You cannot do this through the Genie - you have to go into your router settings manually i.e. through the web browser, login, advanced, Internet setup. You can get the OpenDNS addresses (IPs) on their website. This worked for me to enable OpenDNS and start using the parental controls... or just to start using OpenDNS in the "regular" way (directly).
The bad news, at least for me, is that my ISP/OpenDNS don't appear to be playing well together if I configure it on the router -- I would experience periodic and extensive DNS issues and/or total connection loss --- so I opted for the (more painful, but effective) option of configuring the computer's network connection (as opposed to the router) to use OpenDNS instead. There are instructions on the OpenDNS site for how to do this. Note that this problem happened when I configured OpenDNS on my old router, too, which was supplied by my ISP and a totally different type and brand, so I think it is something about the network that is causing the problem (and a portion that evidently is beyond my visibility to troubleshoot), and not specific to the router. There is another thread on this issue here, but the advice is to just call OpenDNS support.
I hope this helps someone, or at least gives you a lead.
I am having the same issue when accessing Parental Controls through NetGear Genie from a Windows 7 Laptop. When connecting directly to the router using the Web Browser, it indicates Parental Controls are enabled and the DNS addresses in Advanced -> Setup -> Internet Setup -> DNS Address are indeed pointing to the OpenDNS servers. So I am pretty sure Parental Controls is indeed working for Content filtering. But because the laptop NetGear Genie cannot connect to OpenDNS, the bypass account isn't working and parental controls cannot be managed from the laptop.
My router, NetGear Genie on a Windows 7 laptop, AND parental controls had been working just fine UNTIL i updated the router firmware to "V1.0.1.22_1.0.17".
Now, when I go into NetGear Genie and click on parental controls, I get the message:
"There was an error signing in, please make sure you're connect to the Internet and try again."
The laptop is connected to the internet (typing this message from the laptop with netgear genie on it) and the router is connected to the internet. The speedtest functions from the router are working fine and everybody is connecting fine.
I am pretty sure this stopped working when the firmware was updated. Since this is such a common and persistent problem for LOTS of users, can netgear genie write out a log of errors so end users can inspect and troubleshoot?
Hi Tony,
Please allow a curiosity question ...
TonyWilath wrote:To make matters worse I logged a request for a refund on my router as this web filtering is the prime reason for buying their top of the range router. ... It took a good 2 weeks to get a response to tell me they have now managed to route my call to the correct department. Since then its been over 5 weeks and despite numerous follow ups I am now getting zero response on my refund request.
Not knowing the legal situation for Australia ... have you bought the router from Netgear or form a local retailer or eShop, distributor? In most parts of the world, end users don't buy from Netgear ... much more from reseller channels. This does lead to the situation that there is no legal contract between the end user and Netgear - can't you simply return the product to the point of sales, where you have a legal contract, as the product is broken and not firt for purpose? Yes North Americans, I'm aware the situation is different in the US and Canada.
TonyWilath wrote:
I don't plan on ever buying anything Netgear ever again.
It's sad Negear is ruining it's brand name and reputation with simply less than average software quality.on their consumer routers. ElaineM or JamesGL ... actions are required.
Hi schumaku & other forum members who have subscrbied to this thread
Yes I bought this from an reseller and not direct from Netgear. I'm based in Australia so it was purchased from lareg retailer Harven Norman that operates throughout Australia. I paid $556 AUD for it so it wasnt cheap. It was the top of the range modem/router from Netgear at the time and the only reason I purchase this grade of router was for the parental controls to filter the internet for my kids.
I asked to escalate my call within the Netgear channel and specifically asked for a refund. I mention if a refund was not provided I was engage with Australian Consumer Protection division of our governmental fair trading departments (I wasnt bluffing either and I have used this in the past so am familiar with the process. Additionally I have enough evidence to show that this router has almost never been able to deliver the advertised function and I have engaged through all Netgear appropriate support channels included having carried out a full device swap). I have now returned my router to Netgear and they are in the process of processing my refund request (I believe its been approved). The process takes around 6-8 weeks of which I am now about 2 weeks through the process. I will let the forum know once the money hits my bank account.
Additionally I have managed to setup parental controls without the Netgear functionality that was advertised and for cheaper (under $450 AUD). I got a tip from @MrPink. Basically Netgear just use the free OpenDNS service to do their filtering. Anyone can point their router DNS to use OpenDNS and setup an OpenDNS account but the draw back is the internet is filtered for everyone. The great thing the Netgear router offers is being able to selectively choose which device uses OpenDNS and which doesnt. This can be achieved by setting up two networks with two routers. There are cheaper routers than the Netgear ones available on the market. I had bought a decent qualtiy TPlink router for around $350 AUD a while ago which replaced with the Netgear one I bought. I pulled this out of its box and then bought a cheaper Linksys secondary router for around $100 AUD. I then set up a secondary network using the cheaper secondary router and I use this for the kids. I connect their devices to a secondary network which routes through OpenDNS. My wife and I connect to the primary router/network for out internet.
There are some simple instructions for how to do so here (use the LAN-to-WAN setup and NOT the LAN-to-LAN one):
http://www.wikihow.com/Connect-Two-Routers
The secondary kids network is setup so that when devices get their IP address from DHCP they also get OpenDNS settings. The router DNS also points to OpenDNS DNS addresses. This works perfectly.
Hope this helps everyone. Its been a lot of work and because of this I would never consider Netgear ever again. But I am gettign to the end of this.
I just bought a Netgear67 AC 1750. I am trying to login to opendns through the genie app on my laptop, but keep getting an error message. I am able to login directly to opendns and get through, but not through the genie.
Please help!!!
