Netgear Genie and Android app - bypass login does not work

[SBYMOM]

O.K.  All was well till I purchased a new android phone Samsung Galaxy J7.  I was always able to adjust access to filtering directly from my desktop.  Now, I had to install an app on my android, so I did.  However, I am unable to change the filtering level to bypass.  When I try to log in, I get "The User Utility login failed."  So, I am unable to change parental controls and unable to access different websites or apps despite the level being set to "none."  I have another, older, android, and no problems there.  What gives?  Where is the issue?  I have spent too many hours on fixing this without any result.  I am getting really frustrated and not finding any answers anywhere.  Only one post said something about a beta version for android, except I cannot find that on the internet.  I hope someone can help me.  Thanks. 

[SBYMOM]

In addition, I have noticed that all of my devices are now listed in bypass login filter.  This does not make sense.  What happened to all of my parental controls?  And, why I cannot put my android in the bypass login filter when everything else is there already?  I am really not sure what is going on with the parental controls.

[Blkjak]

Same issue on my IOS apps, ever since upgrading the new Genie App.  Frustrating!!

[DexterJB]

Hi @SBYMOM and @Blkjak,

1. What is the firmware version of your devices?

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

3. Have you tried uninstalling and reinstalling the app then rebooting the router?

Regards,

Dexter

Community Team

[SBYMOM]

Hi @DexterJB,

Thanks for replying.  Here are the responses to your questions:

1. V1.0.0.60_1.0.38

2. version 2.4.28.00

3. yes, I uninstalled and reinstalled the app, and rebooted the router

Thank you,

Karolina

Model # WNDR4500v2

[DexterJB]

Hi @SBYMOM,

Thank you for responding. Let me check on this.

Regards,

Dexter

Community Team

[Frogz]

Router Type R6700

Router Version: V1.0.0.26_10.0.26

Android Version: 2.4.38

Rebooted and re-installed application

App when trying to sign into Bypass has error message "The User Utility login failed" - Double checked Bypass login on Windows machine and it worked.

[Frogz]

The issue seems to be with the Android app - i downgraded my router to V1.0.0.24_10.0.18, same problem persists.

[DexterJB]

Hi all,

We are currently investigating this. We will post an update once available.

Regards,

Dexter

Community Team

[Frogz]

1. screenshot of error...  keep checking for progress on this problem, any solution?

[DexterJB]

Hi @Frogz,

1. What Android version is the phone using?

2. Have you tried using another Android device? If yes, does the issue persist?

3. What is the model of the phone/s that are experiencing the issue?

4. Was it working before?

5. Does it apply to all bypass logins if you have multiple?

Regards,

Dexter

Community Team

[DexterJB]

Hi @Frogz,

I would like to follow up and check if you are still experiencing the issue.

Regards,

Dexter

Community Team

[Frogz]

1. What Android version is the phone using?

    Nugat 7.1.1

2. Have you tried using another Android device? If yes, does the issue persist?

    I have not.  Last time it worked was on Motorola Nexus 6

3. What is the model of the phone/s that are experiencing the issue?

    LG Nexus 5x

4. Was it working before?

    Nexus 6 it worked, couldn't tell you how long ago

5. Does it apply to all bypass logins if you have multiple?

    I am the only one that has a bypass profile in my household/account.

[Frogz]

issue persists.  just tried, same result.

[DexterJB]

Hi @Frogz,

Let me check on this.

Regards,

Dexter

Community Team

[blopez]

I am having the same exact issue and my phone is a Smasung s7...

[DexterJB]

Hi @Frogz,

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

Regards,

Dexter

Community Team

[DexterJB]

Hi @blopez,

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

2. What is the Android version of you Samsung Galaxy S7?

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

4. Have you tried using another device (another Android, iOS, PC, Mac)?

5. Have you tried uninstalling and re-installing the app?

Regards,

Dexter

Community Team

[adamaster]

Hello all, I have the same probelm as this gentleman.

My Samsung Galaxy S7 and Samsung Galaxy J7 both are having this problem with the Netgear Genie Bypass accounts.

I've installed the Netgear Genie app on these phones, I can log into the Genie, then I choose the Bypass account that I want to use.

I log in, and it shows that I am logged in to that Bypass account successfully (***initially, on the Galaxy J7, I was not able to log in to the Bypass account [User Utility login failed] until I installed the latest Android updates for the phone and restarted)

The probem is that none of the Bypass account's settings take effect on these phones. The phone can only access the websites that are allowed per my Default Parental Control settings, the Bypass accounts are not bypassing those settings. This is only happening on these two newer Samsung models. The Bypass accounts are working correctly on my Windows 10 computers and my older Android devices. This is very frustrating, I need these bypass accounts to work! The Parental Controls features and Bypass account features are the the main reasons I purchased a Netgear router.

**Things I've tried that have not fixed the problem:

I have uninstalled the Netgear Genie App and reinstalled on the Galaxy S7 and J7 several times. I even found some older versions of the Genie App and tried installing those.

I deleted and re-created the Bypass accounts.

I reset my router back to factory defaults.

I created a new Live Parental Controls account.

Below are my Netgear specs and the phones, which the Netgear Genie Bypass accounts are not working:

Netgear Router:

Hardware Version: R6700
Firmware Version: V1.0.0.26_10.0.26
GUI Language Version: V1.0.0.26_2.1.38.1

Netgear Genie:

Version 2.4.38

Samsung Galaxy J7:

Model: SM-J700T

Android version: 6.0.1

Kernel version: 3.10.61-9504809

Build number: MMB29K.J700TUVU2APJ3

Samsung Galaxy S7:

Model: SM-G930T

Android version: 6.0.1

Kernel version:  3.18.20-9507190

Build number: MMB29M.G930TUVU4APK1

In contrast, the Netgear Bypass accounts are working correctly on the below devices that I have:

LG K10:

Model: LG-K428

Android version: 6.0.1

Kernel version:  3.10.49

Build number: MMB29M

Software version: K42810f

Samsung Galaxy Tab A:

Model: SM-T357T

Android version: 5.0.2

Kernel version:  3.10.49-5379129

Build number: LRX22G.T357TUVU1AOG6

Windows 10 desktops and laptops

[vrosales1981]

I am having the same issue. I have a Samsung Note 5

Router R7000

Firmware v1.0.7.6

[Motterman]

Netgear:

Hardware Version WNDR3700v2
Firmware Version V1.0.1.14

Samsung Galaxy S6 Active    6.0.1

Same error as screenshot above. Can't login to Bypass Account.

Can somebody hook me up with the Beta version or something?

[DexterJB]

Hi all,

We are still currently looking into the issue. We will provide an update once available.

Regards,

Dexter

Community Team

[eutectic]

Is there any update on this issue.  I am experincing the same issue with a Samsung Galaxy J3 V.

[Motterman]

I ended up logging in to the genie app/site on the computer and "bypassing" my Galaxy that way.  Hope this helps.