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Forum Discussion

lennyr's avatar
lennyr
Tutor
Jul 17, 2014

Genie Destop Application Won't Let Me Log In

While I can administer the R8000 from the web interface, the Genie application (on Windows 8.1) won't let me log in, although the features that don't need an admin login seem to work. When I go to log in I get a message in red text saying "NETGEAR router is not found or is not supported. Also make sure the device is not connected to the guest network of the router, and no IPv6 is enabled."

The word "supported" is a link to this page:

http://kb.netgear.com/app/answers/detail/a_id/24686

which doesn't list the R8000.

Why include the Genie application with the router when it doesn't work with it?
Genie

12 Replies

  • Fairytail's avatar
    Fairytail
    Virtuoso
    Jul 18, 2014
    What version of Genie you are using? Is your computer connected via wired or wireless? Have you tried a different computer aside from 8.1?
  • lennyr's avatar
    lennyr
    Tutor
    Jul 23, 2014
    I'm using Genie 2.3.1.25. The problem manifests whether wired or wireless. I haven't installed Genie yet on other machines, but when I put it on a non 8.1 machine I'll post.
  • Lexist2112's avatar
    Lexist2112
    Luminary
    Jul 23, 2014
    I guess he figured it out.

    Latest NG Genie works great for me on Win 8
    • Bazz156's avatar
      Bazz156
      Aspirant
      Sep 21, 2015

      I'm having exactly the same problem.

      Genie version 2.4.12

      Netgear model D6000 AC750 WiFi DSL Modem

      Windows 7

      • DexterJB's avatar
        DexterJB
        NETGEAR Moderator
        Sep 22, 2015

        Hi Bazz156,

         

        I will need the following information for me to provide you with a recommendation:

         

        1. Does the issue happen on other devices (smartphones, other computers)?

        2. Was it working before?

        3. What is the firmware version of the D6000?

         

        Regards,

         

        Dexter

        Community Team

  • spikepol's avatar
    spikepol
    Aspirant
    Sep 24, 2015
    I'm having the same problem and the genie thinks that I'm still using my old router. I just upgraded to nighthawk r7000 and I'm using Windows 10
    • DexterJB's avatar
      DexterJB
      NETGEAR Moderator
      Sep 25, 2015

      Hi spikepol,

       

      Please try uinstalling and re-installing the NETGEAR Genie app from the computer. Also, please make sure that the R7000 is using the latest firmware.

       

      Regards,

       

      Dexter

      Community Team

  • spikepol's avatar
    spikepol
    Aspirant
    Sep 25, 2015
    I've tried uninstalling and reinstalling genie several times to no avail, the router also has the latest firmware also the computer that is hardwired Will not let me log in. I have a kindle and a laptop that will log in, hence the firmware update.
    • DexterJB's avatar
      DexterJB
      NETGEAR Moderator
      Sep 25, 2015

      Hi spikepol,

       

      Please use this link to download another version of the NETGEAR Genie program and check if it gives the same error.

       

      Regards,

       

      Dexter

      Community Team

      • spikepol's avatar
        spikepol
        Aspirant
        Sep 26, 2015

        thanks for the link but it still comes up with the same problem. Everything works really well, its just gets annoying that i cant log onto the router from my main computer, i have even tried to factory reset the router and that didnt work either. I even put the genie on my kindle and it works, i cant think of anything else to try and i would be grateful for any other sugestionsyou might have.

  • spikepol's avatar
    spikepol
    Aspirant
    Sep 28, 2015
    That was one of first things I tried. I have a computer in the basement that can access the router so I will use it until I can sort out the problem with my main computer. But I will keep trying all the tips that are given. Many thanks