Re: Cannot connect to OpenDNS account after firmware update

Dyathias · ‎2016-11-12

I already made a post on OpenDNS and submitted a ticket to their support team. They told me open a ticket through netgear. I just wanted to know if anybody else is having this problem.

https://support.opendns.com/hc/en-us/community/posts/223948067-Cannot-connect-to-OpenDNS-account-aft...

DexterJB · ‎2017-01-05

Hi @jdfet,

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

2. What version of NETGEAR Genie do you have installed?

3. Are you able to login to your OpenDNS account via https://netgear.opendns.com/sign_in.php?

4. Are you using an OpenDNS account or did you register using the NETGEAR Genie?

Here are a few steps you can try:

1. Login using a different device (Android, iOS, another computer).

2. Reset the router.

3. Register a new account via the NETGEAR Genie.

Regards,

Dexrter

Community Team

View solution in original post

clithes · ‎2016-11-13

Have you tried rolling the firmware back to the previous version?

https://www.netgear.com/support/product/R7800.aspx#download

If you didn't experience any problems before, and there are no new features in the current firmware, I would continue with your previous one

I hope this helps

Dyathias · ‎2016-11-13

I just rolled back to the previous version (v1.0.2.04) and it still won't connect. I get this message again:

Even if I connect directly through https://netgear.opendns.com it redirects me to the Genie App because I need to connect the router to my OpenDNS account.

clithes · ‎2016-11-13

OK, have you recently updated the Genie App? Maybe that's the issue?

Dyathias · ‎2016-11-13

Yup, v2.4.34. I have tried everything...from reinstalling the genie app, rebooting the router/factory reset, to contacting OpenDNS. I even tried other solutions from similar forum posts, with no success. I don't know what I can do anymore I'll send in a support ticket later today. It's mindblowing, because it was working a few weeks ago...

michaelkenward · ‎2016-11-13

Have you reset the device to factory settings at any stage in this process?

It is not always necessary, but sometimes Netgear makes changes that need it.

Dyathias · ‎2016-11-13

I have done it two times. One with the new firmware update and after the rollback to the old version.

michaelkenward · ‎2016-11-14

OK. You didn't mention it, so I thought it worth throwing that one into the mix.

DexterJB · ‎2016-11-16

Hi @Dyathias,

1. If you already setup Parental Controls before, you should be able to login via https://netgear.opendns.com.

2. Have you tried logging in using another device (Android, iOS, another computer)?

Regards,

Dexter

Community Team

Dyathias · ‎2016-11-16

Hey Dexter!

I actually tried using a mobile device (I'm stupid for not thinking of it in the first place), and it worked! It's weird that it doesn't connect through all our desktops (one IMac & three Windows 10 PC's). OpenDNS also changes the DNS addresses after I add a bypass account or change a setting, so it messes up my internet connection...which means I have to connect directly through the routers ip to change it back to automatic (basically no internet connection). There's a workaround for connecting to Parental Controls on my mobile devices, but it's really inconvenient. Is there a fix for this? I'm not sure what why it messes up the internet connection.

Thanks for the reply!

DexterJB · ‎2016-11-17

Hi @Dyathias,

1. LPC will use the OpenDNS DNS values which are 208.67.222.222 and 208.67.220.220. This is normal since the filtering will be done from their end.

2. Please try using the previous version of NETGEAR Genie for Windows using the download link below.

http://files.netgear-support.com/go/?a=d&i=dindu7kEQV

Regards,

Dexter

Community Team

Dyathias · ‎2016-11-17

Hello Dexter!

I fixed the DNS problems, I just needed to change the IP values. I'm still having problems with the netgear genie app. I tried the version you linked to, but it still didn't work. I even tried upgraded the app from the downgraded version--no luck. It just gives me, "There was an error signing in, please make sure you're connected to the Internet and try again.". I have tried them on all the desktops we have in the house.

Thanks!

DexterJB · ‎2016-11-21

Hi @Dyathias,

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

Regards,

Dexter

Community Team

jdfet · ‎2017-01-02

Having same issue. Was this resolved?

DexterJB · ‎2017-01-05

Hi @jdfet,

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

2. What version of NETGEAR Genie do you have installed?

3. Are you able to login to your OpenDNS account via https://netgear.opendns.com/sign_in.php?

4. Are you using an OpenDNS account or did you register using the NETGEAR Genie?

Here are a few steps you can try:

1. Login using a different device (Android, iOS, another computer).

2. Reset the router.

3. Register a new account via the NETGEAR Genie.

Regards,

Dexrter

Community Team