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kevinluo1990's avatar
kevinluo1990
Tutor
Jun 25, 2017

R7900 update V1.0.1.18_10.0.20. cannot connect to Netgear genie

Hi guys,

 

I recently updated Firmware to V1.0.1.18_10.0.20 for my router. But ever since I updated, I cannot login to my router via my iPhone app and desktop NetgearGenie. It says"login failed. The router response timed out." And in my iPhone app says"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." Could you guys help me out, thank you.

Genie

10 Replies

  • eckypting's avatar
    eckypting
    Aspirant
    Jul 10, 2017

    I'm having the same problem with a newly installed R7900 replacing a WNDR4500 that bit the dust. Initial setup was not what I would consider smooth (e.g. www.routerlogin.net not being found by any web browser on a PC hardwired to the router, no Internet found via a modem verified to be connected to the Internet, etc.), BUT Genie via iPhone had been working along the way. Registering the router ended up pushing a firmware update to the R7900 seemingly automatically, at which point I believe is when Genie stopped working. After doing reinstalls of Genie S/W on both an iPhone and 2 different PC's, including a power-cycle of the router, Genie was able to log in once via iPhone, and then not anymore after that single shot.

     

    Not that Genie is needed for doing more critical router configuration, it had been a handy tool in some instances.

  • DexterJB's avatar
    DexterJB
    NETGEAR Moderator
    Jul 10, 2017

    Hi kevinluo1990 and eckypting,

     

    Please make sure you do a factory reset after updating the firmware. If the issue persists, please try uninstalling and re-installing the app/program from the devices.

     

    Regards,

     

    Dexter

    Community Team

    • eckypting's avatar
      eckypting
      Aspirant
      Jul 25, 2017

      I backed up the configuration, did the factory reset, and then restored the configuration from the backup. Also removed and reinstalled Genie on both the PC and iPhone. iPhone app was able to log in successfully, but only for one session. After logging out, the next login attempt results in the same condition as at the beginning. Similarly, PC application work one time and was able to access "Router Settings" and "Parental Controls". Now it is unable to login "at Home" or "by Remote" to access "Router Settings" or  Attempting to access "Parental Controls" indicates the Router is not registered and asks if I would like to register it, or says I'm not connected to the Internet.  It only allows login for "Network Support" (i.e. redirecting to this website).

      • YedaAnna's avatar
        YedaAnna
        Aspirant
        Jul 27, 2017

        I have the same issue as the OP and rest of the community. I regret updating to this latest firmware. having all sorts of issues. Genie from iphone6s IOS10.3.3 (latest) does not work!! Please fix this ASAP!!

    • kevinluo1990's avatar
      kevinluo1990
      Tutor
      Jul 13, 2017

      Hi,

       

      Thanks for the reply. Well, I tried but it didn't work. I downgrade the firmware version to the previous one, and everything was ok again. So I guess there is some error in V1.0.1.18?

    • eckypting's avatar
      eckypting
      Aspirant
      Jul 14, 2017

      I backed up the router configuration and did a factory reset as suggested, then restored the configuration from the backup.  Once again, the the Genie App worked for one session, and then has failed to login thereafter. The Genie for Windows works intermittently, and even then only when using the remote access route to login to the router. Direct/local login using Genie for Windows does not appear to work (the attempt to login times out).