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love_cisco's avatar
love_cisco
Tutor
Jun 26, 2017

Netgear Genie Android App Login Failure, need help for troubleshooting

I'm trying to login using the Genie app on my Nexus 7 (2013) tablet.  When I enter the password, I get the following message.  

The NETGEAR router was not found or is not supported. Make sure that your mobile device is not connected to the router's guest network and that IPv6 is not enabled.

I am connected to the primary network and IPv6 is not enabled. I can browse to router IP 192.168.1.254 on the Nexus 7 tablet's and login successfully.

My router firmware version is V1.0.3.46_1.1.32.

Model: R8000

The Genie version is 3.1.28

My Nexus 7 (2013) software version is Android 6.0.1

I have tried the Netgear Genie app on iphone 6 plus, Huawei P9 plus smarphone, none of them worked.

I also did the unistall and re-install the Netgear Genie app on all devices, still not working.

I can use my computer web browser access the netgeare router, that works fine.

Need help for this, please?

Genie
Netgear Genie

7 Replies

  • RajaDaja's avatar
    RajaDaja
    Luminary
    Apr 06, 2020

    All the AX line of routers from Netgear are dropping both LAN & wireless connections. I purchased both the AX8 & AX12 and they both dropped my LAN connected PS4 pro. I sold the AX8 and I'm looking to sell the AX12.  Not ready for prime time!

  • RajaDaja's avatar
    RajaDaja
    Luminary
    Apr 06, 2020
    Take it back! mv8167 wrote:

    We just purchased the AX12 and the router loses conection in WIFI and the ethernet. What must I do to get a good connection? We have updated the firmware.

     

  • Christian_R's avatar
    Christian_R
    NETGEAR Employee Retired
    Apr 07, 2020

    Hello mv8167,

     

    If you recently purchased your device I recommend contacting our Support Team as your device is provided with 90 days of complimentary support. Please use the link below to access your complimentary support. 

     

    https://www.netgear.com/support/default.aspx
     

    Christian 

     

    • JeedeVee's avatar
      JeedeVee
      Aspirant
      Aug 26, 2020

      Same issue here! incredible for such an expensive product. The router loses its connection to the internet continuously and also wireless connection becomes an issue then. I've always enjoyed nighthawk routers (have a R7000 in AP mode on the other side of a big house on a different channel) but this one is simply not stable. Kids and wife now burn their 4G capacity without knowing.

       

      netgear team - is there a stable version on its way? Am I suffering from a hardware defect? pls advice