So far, it's not Windows 10, it's the ASUS usb-a56 wifi USB3 device driver. I've provided various debug information for NetGear to get to the bottom of this.
I don't know about this "not windows". I have a Lenovo, no Asus drivers of any kind anywhere. I was running windows 7 with Genie and it was fine. I upgraded to Windows 10 and it was still fine. Then I upgraded Genie and it was not fine. I have rolled back on both my Windows 10 machines (neither of which has any Asus drivers) to the earlier version with no problems.
Definitely sounds different than my problem. I'd suggest logging a support call - that's what I did and eventually got a debugging tool that produced results that NetGear software engineering is now analyzing.
To be clear - it's obvious there's a problem with .20 genie, and it appears only on windows 10, but there's more to it than that - some device seems to be the cause. One diagnostic method - which is how I found that at least in my case it was the ASUS wifi - is to see if it works in safe mode. Unfortunately, getting win 10 into safe mode is a bit more complex than it was in win 7 - you'll need to google windows 10 safe mode to get the details. If it works in safe mode (as it did for me), then the cause is some device or startup not loaded in safe mode.
My experience has been the Netgear support is far more helpful in this case than in the other horribly broken device I'm dealing with - the EX6200 extender. I've got a separate thread going on that, with far less satisfactory results.
Could I please have the download link for this older version, as I am also getting the 'Netgear Genie Has Stopped Working' message when I try to open it on Windows 10.
3. Install the program and check if it functions correctly.
4. Locate the drivers folder under C:\Program Files\NETGEAR Genie\bin and copy it to the desktop.
5. Download and install the latest version of NETGEAR Genie again using the download link below.
6. Look for the same folder under the same location and delete the folder.
7. Replace the folder with the folder that you pasted on the desktop from the working version of NETGEAR Genie.
8. Close the NETGEAR Genie program through the system tray.
9. Re-open the NETGEAR Genie program and check if it works.
10. The version number may display 2.4.12 since it is using the drivers for that version.
I won't be able to send you a the file but you may use the download link below for the previous version. You can the follow the steps I have posted on this thread.
Can Netgear please give us some semblance of an update as to when this issue will be resolved? It has persisted for over 3 months. Not like Windows 10 is going away any time soon. Unacceptable.
We sincerely apologize if it has taken longer than expected. The cause of the issue was just recently discovered. Rest assured, engineering is working on the fix for the update.
I am having this problem on a Surface Book with Windows 10 after installing a Nighthawk R8500 an downloading the Netgear Genie. When I clicked on the Desktop icon it would fail.
I discovered that if I did the following it would work.
1. Hover over the Windows Start and press the Right Mouse Button.
2. Select "Control Panel"
3. Select "Hardware and Sound"
4. Select "Devices and Printers"
5. Under the "Devices" section the "R8500(Gateway)" was displayed. By clicking on this item the current version of the Netgear Genie displayed a much larger screen that was adjustable in size. Much easier to read on the higher resolution screens.
I cannot believe Netgear can sell $300 routers with Parental control advertised outside the box and it cannot even load on Windows 10 !! If previous version works, then WHY NOT PUBLISH THAT UNTIL THEIR ROCKET SCIENTISTS figure out a solution before windows 14 release.
Sorry...very frustrated user. thanks for all the help.
There have been reports of some users encountering an error during installation of the older version of the NETGEAR Genie. I recommend installing the latest version instead then replace the drivers folder with the one from the previous version. You may refer to the steps below.
1. Install the latest version of NETGEAR Genie. You may use the download link below.
2. Once you have successfully installed the program, navigate to C:\Program Files (x86)\NETGEAR Genie\bin
3. Delete the drivers folder.
4. Download the drivers from the previous version of NETGEAR Genie using the download link below.
5. Unzip the file to your preferred location (Desktop would be easy to locate). It will contain the drivers folder.
6. Copy the drivers folder that you have just unzipped and navigate back to C:\Program Files (x86)\NETGEAR Genie\bin
7. Paste the drivers folder.
8. Relaunch the NETGEAR Genie program
