Netgear Genie crashes

[niko158]

Hello, 

I'm having a problem with the Netgear Genie app on my Iphone. It keeps crashing and it won't open. I have an Iphone 7. A lot of users have problems with it and it's getting a really bad rating on the App Store. It seems that the last time it worked was december or something. 

The Pc version won't work on my Surface Book with win10 either. I tried to run it with compability mode but it doesn't work and I'm not finding any other old versions to download to test it. 

[schumaku]

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wrote:

I'm having a problem with the Netgear Genie app on my Iphone. It keeps crashing and it won't open. I have an Iphone 7. A lot of users have problems with it and it's getting a really bad rating on the App Store. It seems that the last time it worked was december or something.  

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And just a single problem report in the community since? Strange to me. Afraid, can't test, no iOS system at hand these minutes.

 wrote:

The Pc version won't work on my Surface Book with win10 either. I tried to run it with compability mode but it doesn't work and I'm not finding any other old versions to download to test it. 

Have downloaded the current Netgear Genie from the Netgear Genie page - DOWNLOAD PC link. Installed flawless on a current and up2date Windows 10 64 bit system - perfectly workable App (not using ie. printing however). Version shown is v2.4.52 - as per the Genie Desktop Version 2.4.52 / 2.4.32, Updated Jan 25, 2018

As you can't see a version number (and the NETGEARGenie.exe version number is not updated in the code, it is still 2.4.44.0 from July 2017) - check the installed binaries DLL dates:

 Hope this does help to identify the version installed on your WIndows 10 system.

[niko158]

Well, if the rating is 1,2 stars maybe you should consider taking a look at it. My Iphone can't be the problem. 

I checked the dates of dll files. Everything looks exactly the same. When I start it, it shows the logo at the beginning and a warning shows up "Netgear Genie funktioniert nicht mehr". The same happens in IOS (without the warning ofc).

If you could send me an outdated version at least, I'd be glad. 

[niko158]

I found out that the Pc version is working when connected to a monitor. It has something to do with the screen resolution. My laptop's resolution is 3000x2000. On my monitor (2560x1800) the image is very big, but as long as it is working, I'll be okay. 🙂 

[schumaku]

The App might have a display issue when it does recognize very high density screens and/or high resolutions. However, if it's becoming very big - this is related to customisations ie. of the display scaling beyond of the 150 or 175% of what Microsoft does suggest.

On a more common 1920x1080px display at 100% scaling (default is 125% when I have it right) Netgear Genie does take up less than 20% of the view scope. So there must be other factor beyond of the effective display resolution.

Something for Netgear to investigate in either case - but please provide some more insight on the display config and settings. If no Netgear moderator does pick up, I'll push this to my NTGR contacts.

Ref. iOS - you might want to feed the problem to the contact shown in the App description:

"If you are experiencing issues, contact netgeargenie@netgear.com."

Regards,

-Kurt

 
PS. Pushed both items to the NTGR management.

[schumaku]

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@niko158wrote:

Well, if the rating is 1,2 stars maybe you should consider taking a look at it. My Iphone can't be the problem.  

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I'm not Netgear. Browsing over Google Play as well as the English iTunes store does not show such a poor rating. 

[niko158]

I got another Surface Book and it's not crashing at this one but you are right. The scaling is the problem. The recommended scaling for a surface is 200%, and at this scaling I can't see the whole window. At 100% scaling it looks perfect.. just like at your screen.

[niko158]

Sorry, I didn't realize that.

In Android it's working fine. I tested the app at two different Iphones 7 today and it crashed at each of them. 

Demonstration: https://drive.google.com/open?id=1yBB4fwF7G2iZ90aX7lmT2cDYbuU7afX2

The only reason I need it to be working on my Iphone is for using the Bypass Account because as far as I know you can't do it any other way.