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Occasional Contributor
Posts: 8
Registered: ‎2012-08-30

Can't login to router via Genie

While I can login to my router (WNDR4500) via my browser (Chrome and IE9), I cannot login to Router Settings via Genie on my PC (Win7). I receive a message of "Login failed. The router response timed out." I get a similar response when I try to access the NetGear Genie app via my iPad (3rd gen.): "Action timed out. Please try again.". This was not always the case. I first noticed over a month ago when I could no longer access the Network Map via Genie on my iPad.

The router is otherwise working fine, but I would like to re-establish the functionality of NetGear Genie app on my iPad--any ideas? I've tried deleting the app and re-installing, but that has not worked. I thought this problem was solely on my iPad, but only recently discovered the inability to login via the Genie app on my PC as well.
Regular Contributor
Posts: 89,285
Registered: ‎2009-01-27

Re: Can't login to router via Genie

power off the unit for 30sec, power back and use browser if that let you get back in
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June Mizoguchi-
Occasional Contributor
Posts: 15
Registered: ‎2013-01-24

Re: Can't login to router via Genie

I can't login either with Genie tells me computer is not connected.
Also when I want to login through router.net , no go.
Only when I login through ip-address of 4500 it works.( fixed ip off 4500).
Regular Contributor
Posts: 89,285
Registered: ‎2009-01-27

Re: Can't login to router via Genie

Using IP oh the router is normal procedure .

I would not be picky abou routetlogin URL
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June Mizoguchi-
Initial Contributor
Posts: 2
Registered: ‎2015-10-07

Re: Can't login to router via Genie

I'm having the same problem - I can't access my router from Genie at all. It tells me the password is wrong and times out (I tried the default password and the new one I changed it to on the website - neither works.) I can access through the website www.routerloging.net. This is a brand new router R6300v2 and service. This is seriously annoying and I would like to be able to use Genie from my tablet and phone. Anyone have any answers? And I HAVE tried unplugging the router. No luck.

NETGEAR Moderator
Posts: 1,835
Registered: ‎2015-08-24

Re: Can't login to router via Genie

HI @highlandstarr,

 

1. What is the version of the NETGEAR Genie program?

2. What is the operating system of the device?

3. Have you tried using another device?

4. What is the firmware version of the router?

 

Regards,

 

Dexter

Community Team

Initial Contributor
Posts: 2
Registered: ‎2015-10-07

Re: Can't login to router via Genie


DexterJB wrote:

HI @highlandstarr,

 

1. What is the version of the NETGEAR Genie program?

2. What is the operating system of the device?

3. Have you tried using another device?

4. What is the firmware version of the router?

 

Regards,

 

Dexter

Community Team


Hi Dexter,

I don't know exactly what version of Genie I had because I uninstalled it from all of my devices (so yes, I have tried using another device - 3 in fact) but it should've been the most current version because I only downloaded and tried it within the last week (and just yesterday on my Samsung Galaxy S4.) The firmware on my r6300v2 router is current also (at least according to the Netgear routerlogin.net website) and is V1.0.3.6_1.0.63CH.

 

I was informed, last night by email, by a rude Netgear CS rep, that "Since [my] device is not a retail product, the NETGEAR genie will not work on your router." I rent my router from Charter (brand new router; brand new ISP) because I didn't want to buy a Netgear router until I checked it out. I've heard too many horror stories about unreliability and bad customer service. I'm really not happy with Netgear for not allowing the Netgear Genie app to work with rented products. If this is actually true, and I cannot get Genie to work with my router, then I definitely won't be purchasing any Netgear product in the future. This is just bad practice for customer satisfaction. It is a real inconvenience (and sometimes an impossibility) for me to have to use a computer and web browser to log onto the routerlogin.net site to do any administration of my device.

 

If it is not true, that the Genie app won't work with any rented Netgear product, please tell me how I can get it to work with my Netgear R6300v2. If not, thank you for responding and trying - and please let the "powers that be" know that they are not helping Netgear's reputation, which has been slipping very badly recently, by making unhappy customers like me (who would've purchased if they hadn't taken this position.)

 

Thank you..

NETGEAR Moderator
Posts: 1,835
Registered: ‎2015-08-24

Re: Can't login to router via Genie

Hi @highlandstarr,

 

I would like to apologize if we have not met your expectations with the support that was provided to you. I will do my best to clarify everything.

 

I have checked on our system and was able to confirm that the registered device is indeed an ISP supplied unit. As what you have also confirmed, the firmware version indicates (with CH suffix) that it is a modified version as normally required by most of our partner ISP's. Given the nature of the modified firmware, most functionality of the NETGEAR Genie app will not be compatible with the router due to certain restrictions that were made. As it stands, we will not be able to work our way around it due to the said requirements of our partner ISP's. This is an unfortunate interoperability limitation. However, if you are considering getting your very own NETGEAR router from a retail outlet without the modified firmware, the NETGEAR Genie app will most definitely work with it.

 

We value your input in all aspects of our service, whether technical or feedback related, which is the purpose of NETGEAR having multiple channels of support. Rest assured, no feedback will go unnoticed.

 

Regards,

 

Dexter

Community Team

Initial Contributor
Posts: 1
Registered: ‎2015-11-29

Re: Can't login to router via Genie

Interesting situation on the modified firmware, I am busy looking for reasons I cant utilize "Genie" for parental controls and this thread is on target with my issues and I have gotten the Router V6300v2 from Charter as well. My question to Charter was: Will this modem have parental controls and they advised through a download it does. So my question, is there a Chrter version of "Genie" or parent controls?

 

Thank you for the info.

 

John

NETGEAR Moderator
Posts: 1,835
Registered: ‎2015-08-24

Re: Can't login to router via Genie

Hi @Johnb1160,

 

As it stands, there is no NETGEAR Genie that will specifically work with the Charter firmware version. Charter will be the ones who can confirm if the modified firmware can work with the standard NETGEAR Genie program.

 

Regards,

 

Dexter

Community Team 

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