Netgear genie for iphone does not load, comes up with "loading failed", but runs perfectly on PC

[ElReg]

The Netgear Genie app seems to have a problem loading the Network Map on the iPhone/iPad.

It tries to run for a long time and comes up with "loading failed" most of the time.

I has loaded once or twice and never again.

[DexterJB]

Hi @ElReg,

Welcome to the community!

1. What is the model number and firmware version of your device?

2. Have you tried re-installing the app?

3. Have you recently done any firmware or app updates for the Genie lately?

Dexter

Community Team

[ElReg]

Hi Dexter,

I have an iPhone X, running version 12.1.2

Yes I deleted and reinstalled the app but it gave the same error from the 1st install.

No firmware or app updates for Genie done.

[ElReg]

Hi again,

Last night I selected "forget device" on my iPhone, reconnected to my router, went into the Genie app, Network Map worked straight away,

so I thought all is OK.

Tried again this morning, no go !!

I can always log on with no problems but the Network Map does not run.

[DexterJB]

Hi @ElReg,

I have sent you a message. Please check your inbox.

Regards,

Dexter
Community Team

[Dmendoza305]

I’m having this same issue. What can we do?

[ElReg]

I am waiting for the experts to come up with a solution.
Maybe it is a problem with the app ??

[ElReg]

Hi Paul, Expert ID: 46230 

You rang me at 2.37am, my phone was charging and I was asleep, I did wake up and answer my phone but it had gone to voicemail.

I should have explained that I am in Australia, sorry.

The time zone is: AEST

The Case summary is completely wrong, Case Summary: Unable to login to Genie app on iOS, Product: R8500

I do not have a problem logging into Genie, I logon fine, if you find my original call log and read the details, you will see that the problem is running “Network Map”, it takes a long time saying “Loading Network Map” and at the end comes up with “Loading Failed”.

Please correct the Case Summary, so someone else does not waste their time telling me how to logon.

The number I gave you is the only one I have, maybe check the time in Australia if you can and ring me again.

PS. Your e-mail address is “do not reply”, although your message is asking me to reply, here goes

Thanks a lot,

Really appreciate your help

Kind Regards,

Eliane Reggio

[ElReg]

Sophia just rang me and left me a message, my mobile did not ring.

Sohia gave me a number, I rang it a few times, the line is busy.

I just tested my mobile, it rank OK,

Please ring me again,

Thanks

[ElReg]

OK Guys,

The final answer given to me was that the Netgear Genie will be discontinued...

So I deleted the mobile app, I am using the PC version, you can close Case #: 40936214
Thanks,

ElReg

[Winmoz]

My network will not load either, nor will the usage meter. Running on iOS and iPhone Xs