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Forum Discussion

LorneAv's avatar
LorneAv
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's avatar
    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's avatar
TonyWilath
Guide
Sep 17, 2016

I currently have a Netgear D7800 on firmware 1.0.1.10 and my Netgear Genie version is 2.4.26 (both most recent versions). All has been working well until today when suddenly the parental control feature in netgear genie wont accept my username/password for my opendns account. I have changed the password on the opendns site and can confirm both before and after my password change I was able to login to the opendns website directly so this means there is no issue with my username and password.

Its almost as if the netgear genie is not passing this through or communicating with opendns.

As a result my parental controls are not working. I bought this top of the range route for only that purpose and now its not working.

 

It is now Sep 2016 and the last response to this was in 2015 in the forums and this still doesnt seem to be solved.

TonyWilath's avatar
TonyWilath
Guide
Oct 12, 2016

Hi Dexter

 

Just letting you know that Netgear agreed to send me an RMA device as they havent been able to resolve this issue. I recieved the device yesterday and installed it tonight. I updated the firmware to the latest version (1.0.1.10) and then restored my config from a backup I took using the routers backup utility. I fired up Netgear Genie (2.4.26) hopeful that my children would finally have working parental control but was very disappointed to get exactly the same error ("there was an error signing in. make sure you are connected to the internet and try again").

 

I then went to another Windows 7 x64 PC I have that is hard wired to the router (i.e. ethernet cable and not wireless). I downloaded the latest Netgear genie from your website and was surprised to see that there was a new version 2.4.32 (I have been checking regularly in hope Netgear would release a working version). I fired this up and same error.

 

I then tried this from the Netgear Genie app on my Samsung Galaxy S6 and same issue.

 

I am quite unhappy as I paid $40 to get my RMA device priority delivered. My expectation is that Netgear will refund me this cost given the long running issue with their products and the false advertising around the parental control (i.e. it doesnt actually work despite new hardware and latest versions of firmware and software and the fact I can log onto OpenDNS with my credentials directly). Judging from the number of people who are also responding to the forum I am not unique in this issue.

 

I am waiting for instructions from support on how to return my device (instructions were supposed to be included in the box but were not). I would recommend taking my return device and getting level 3 and your development team to analyse the issue.

 

Regards

Tony W