R7800 - Unable to login to OpenDNS / Parental Controls

[Toonaway]

I have followed the various support instructions but have failed to get Genie to log into OpenDNS.

I receive the following: There was an error signing in, please make sure you're connected to the Internet and try again.

I managed to log in from my IPAD once and created an OpenDNS account. All seemed fine but now I am unable to access parental controls on Windows or IOS.

I have even deleted my OpenDNS account and recreated it using Genie - did not work. I have tried creating an account directly on OpenDNS - did not work.

I can however log in directly to the OpenDNS site.

Very frustrated as I purchased my R7800 router specifically for the parental controls.

Firmware version is: V1.0.2.04

[Toonaway]

Firmware updated to v1.0.2.12 but the problem remains 😞

[Toonaway]

Error message on iPad and iPhone is slightly different: Internet is not available. Please connect your router to internet first.

Router is connected to internet throughout.

[DexterJB]

Hi @Toonaway,

1. Have you tried uninstalling and re-installing the app/program from the devices?

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

3. Have you tried resetting the device? If not, we recommend performing a factory reset especially after updating the firmware.

Regards,

Dexter

Community Team

[Toonaway]

Hi @DexterJB

Thank you for your response.

Q1. Have you tried uninstalling and re-installing the app/program from the devices?

A: Yes, numerous times

Q2. What version of NETGEAR Genie do you have installed?

A: On IOS, version 2.4.38 of Genie and on Windows, version 2.4.36

Q3. Have you tried resetting the device? If not, we recommend performing a factory reset especially after updating the firmware.

A: Yes, problem remains however

Additional Info:

This morning I logged onto OpenDNS directly and deleted my account.

I performed a router factory reset

I used Windows version of Genie to set up Parental Controls

Success - created an OpenDNS account, applied parental controls

Closed down Genie and rebooted PC

Original problem with accessing OpenDNS / Parental Controls returned on Windows Genie client

Checked from clean IOS install of Genie client - OpenDNS / Parental Controls issue remains

Contacted OpenDNS directly - as I suspected, they say the issue is with NETGEAR Genie's API integration.

In summary, I am no further forward and very frustrated as this parental control integration was the differntiator / reason I purchased this router.

Thanks,

Toonaway

[DexterJB]

Hi @Toonaway,

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

Regards,

Dexter

Community Team

[Toonaway]

Hi @DexterJB

That's great, thanks - just replied to your message.

[jwilson484]

Do you care to share what your message is? I am having the same problems with no solution after trying all of the suggestions from this site.

[PS8525]

Can you share the fix, I have the same issue and I to brought the router for the parental control.

[Toonaway]

Sorry - no fix so far. I bought the router for Parental Controls as well.

I am on my second router (didn't fix it). Different firmware and Genie versions do not make any difference.

Currently working with Netgear Support who have been pretty good. Hopefully their engineering team release a fix soon as the router is otherwise very good.

I am pretty certain it is not and OpenDNS issue.

[Toonaway]

Sorry - typo in that last line.....

I am pretty certain it is NOT an OpenDNS issues.

[IndianaMark]

Exact same issue for me with my R6400.  Since it's more than 90 days old, Netgear support won't even consider talking to me about it...  Here's my response from the OpenDNS support guy: 

I noticed from our backend that you are indeed connecting to OpenDNS from your router. Would you please try rebooting your router and then try logging in with your OpenDNS account?

If the problem still persists, I am going to advise that you contact Netgear support directly so that they can investigate the issue as this appears to be a problem with the Netgear Graphical User Interface itself:

Please use the link below to contact Netgear support:

http://www.netgear.com/support/contact.aspx?cid=wmt_netgear_organic

Please let me know how your support call with Netgear goes, I look forward to hearing back from you.

Best regards,

Elton Sia
Customer Support Representative
OpenDNS, Inc.

I've done everything you have suggested in your above posts.  No success.

[BigJack]

Hi

I'm not able to log in to parental control with Netgear Genie or the iOS app.

I can log in to the openDNS page. I have the latest firmware 1.0.2.20 installed.

I tried several things but don't get any further.

Can you please advice what I could do to make parental control work?

Many thanks!

[IndianaMark]

I rolled firmware back to version 18. Problem solved. Bug in current version of Netgear firmware.

[BigJack]

Many thanks for your answer! 

I just checked the download site: https://www.netgear.com/support/product/R7800.aspx#Firmware Version 1.0.1.30

and there is no version 18. 

I found following versions:

1.0.2.12

1.0.2.04

1.0.1.30

older

[IndianaMark]

Just roll back to previous version for your specific router. I have a R6400.

[IndianaMark]

I'd roll back to 1.0.2.12

[Toonaway]

I tried two different firmwares - the one that shipped and the latest. No difference in my R7800.

It is now with Engineering so hoping for a fix soon.

[IndianaMark]

Good luck. I believe it's a firmware issue. After you rolled back the firmware to 12, did you use a paper clip and reset it to factory settings and then use the setup wizard?

[IndianaMark]

After factory reset, turn it off. Power cycle your modem. Once up, turn router back on and run setup wizard.

[BigJack]

Unfortunately, it doesn't work with different firmwares on my R7800

[almbath]

I logged into OpenDNS through the Netgear Genie through the app on my Android phone. I couldn't do it through MacOS or my iPad, but the android app worked. Hope this helps, I worked for 2 days before discovering this. Frustrating!!

[Toonaway]

Would be interesting to understand if the Android app still works after 24 hours. My Windows and IOS versions seem to stop working the next day.

[almbath]

Yes, my android app still lets me in more than 24 hours later. 

[BigJack]

Finally I made it by resetting completely the router. Thank you all for rhe support.