Netgear Genie android app cannot login

[sweathogsparky]

When I try logging into my R7000 using the Android Netgear Genie app, I get a message stating "The network connection is busy, try again later. If it fails constantlly, power cycle your NETGEAR router and try again". I have power cycled the router a few times yet I always get this same message.  Is the android genie app supported on the R7000?  I just purchased this router last week and it is at the latest firmware.

[DexterJB]

Hi @sweathogsparky,

I will need the following information for me to provide you with a recommendation:

1. What version of the NETGEAR Genie app are you using?

2. What Android version is your device using?

3. Have you tried using another Android or iOS device?

Regards,

Dexter

Community Team

[southland]

Hi guys,

I have the same issue here trying to log with the Genie App on iphone.

I can access my router on the browser, also genie app on my mac running OS X normally, but never been able to log in with the genie app on my iphone.

Please fix this NETGEAR.

Error message "Failed to log into the router power cycle the router and try again"

Thanks,

[DexterJB]

Hi @southland,

I will need the following information:

1. May I know what version of the NETGEAR Genie app are you using?

2. What is the iOS version of the iPhone?

3. Has it worked before?

4. Have you tried using another iOS or Android device?

Regards,

Dexter

Community Team

[southland]

Hi Dexter,

Sure.

1. May I know what version of the NETGEAR Genie app are you using?

Genie App version 2.4.12

2. What is the iOS version of the iPhone?

iOS 9

3. Has it worked before?

Never worked, tried many different devices (iphones).

4. Have you tried using another iOS or Android device?
Tried on a tablet using android, it worked.

[DexterJB]

Hi @southland,

May I know what is the model number and the firmware version of the router? Also, please try resetting the router then reconfigure it. After you have the router setup, uninstall and re-install the NETGEAR Genie app then try logging back in.

Regards,

Dexter

Community Team

[sweathogsparky]

Hello Dexter,

My sincere apologies for the late reply.

1. What version of the NETGEAR Genie app are you using?

I am using 2.4.8

2. What Android version is your device using?

I am on 5.0.1

3. Have you tried using another Android or iOS device?

I have tried other Android phones with the same build. I don't have access to an iOS device, eww yucky:P

Edit to add that I am using router model R7000 with firmware: 1.0.4.30

Thank you

[DexterJB]

Hi @sweathogsparky,

Thank you for providing the information. I recommend preforming a firmware re-flash then reset and reconfigure the router. You may refer to the links below for the steps:

http://kb.netgear.com/app/answers/detail/a_id/23960

http://kb.netgear.com/app/answers/detail/a_id/9665

One you have successfully reconfigured the router, please uninstall then re-install the NETGEAR Genie app on your devices and try logging back in.

Regards,

Dexter

Community Team

[southland]

Hi Dexter,

Yes, it is still the same. I did also have tried before that and didnt work.

Model # is JNR3210 and firmware version is V1.1.0.30_1.0.2 .

Thanks,

[DexterJB]

Hi @southland,

I believe we have properly isolated it and it seems to be an interoperability issue on the iOS app. This case will be taken note of and I suggest keeping an eye out on the next update for the NETGEAR Genie app in the event that a fix will be provided.

Regards,

Dexter

Community Team

[Meo034]

I have the same issue where the Genie app on my IPhone or IPad will not let me login unless the default password is set back to password.  

[DexterJB]

Hi @Meo034,

I will need the following information:

1. What is the iOS version for the iPhone and the iPad?

2. Does it work on your other devices (computers, Android devices)?

3. What is the NETGEAR Genie app version?

Regards,

Dexter

Community Team

[southland]

Hi Dexter,

Appreciate your help.

In upgraded to the new app already, but Im not able to login as the login button is always greywed out, even after typing my password, Ip, or with automatic IP.

Thanks,

[DexterJB]

Hi @southland,

Can you try using another iOS device? If it is not available, please reset and reconfigure the router.

Regards,

Dexter

Community Team

[southland]

Hi Dexter,

I think the problem is on the new version just released. Because before that I was able to press on the login button, but was getting the error message. Now with this new version the login button keeps grayed out.

Please check photos on attachment.

[DexterJB]

Hi @southland,

After you have updated to the latest version of the app, may I know if you have tried uninstalling and re-installing the app? Have you tested another iOS device as well?

Regards,

Dexter

Community Team

[southland]

Hi Dexter,

I have just tried reinstaling on the same device, I have also tried on another iOS device. Still same results.

But now I have changed back the password on my router to "password" as it is default by netgear, and the login turned blue which I was able to press, so I believe there is a bug which the app is not accepting other password than the word "password".

But even when I was able to press the login button, still getting the error message, please check photos attached.

Thanks,

 

[DexterJB]

Hi @southland,

Thank you for providing the information. I will send an inquiry to Engineering and provide an update on this thread as soon as I get a response. In the mean time, please make sure that the app is up to date for possible fixes.

Regards,

Dexter

Community Team

[southland]

Hi Dexter,

Hope you are well.

Do you know if any progress is made about this?

Thanks,

[DexterJB]

Hi @southland,

I was able to test the latest version (2.4.18) of the iOS app on a device running iOS version 9.0.2 using a JNR3210 running the firmware version V1.1.0.30_1.0.2 and was able to log in with either the default admin password and a modified password with a combination of uppercase, lowercase, numbers and special characters. All app functions are present without any issues. Can you try uninstalling the app and let me know what the result would be?

Regards,

Dexter

Community Team

[Cruelman]

Hi.

I think you are facing a faulty app update, pure and simple, please make a fix fast as user are growing a little impatient!!

Call Apple and talk together about a fix for iOS 9, imagine it's pretty easy if your dev team looks into it..

look forward to an update soon...

regarda

[southland]

Thanks guys.

Honestly I have tried all suggested.

I still believe the app on iOS has an issue as on android devices and on my MAC is working fine.

Have decided to leave this aside, it is an important feature I needed to use the function on NetGear Genius, but I will probably have to move to another brand.

Thanks.

[southernclipper]

I am having the same extact issue. I am running 9.0.2 IOS on my IPad, everything was working fine until recently updated the Genie App and now the login greyed out unless I type password in the password field. The Genie App is 2.4.18. I thought it may have been because I was running an older version of Netgear F/W on my R7000. I was running V1.0.30.80 - so I upgraded to V1.0.4.28. Factory Reset Router and same freaking issue. I removed and reinstall the Genie App and same issue. I wish I could download the older version of the Genie App becasue it was working without any issues. Netgear obivously broke something in 2.4.18. Works fine from Android. Anyluck this will be fixed before 2016.

[Meo034]

I've been told the programmers are aware of the situation and working on a fix. That was 2-3 weeks ago so hopefully they will release the update soon!!!

[DexterJB]

Hi @southernclipper,

Please try downloading the latest version of the app which is version 2.4.22.

Regards,

Dexter

Community Team