Remote Genie for D7800 not working (unable to register)

[Sgeorges]

My device is Netgear D7800 Modem/Router. (firmware:V1.0.1.20)

I read through this forum and found it should support  remote access thru genie. But I have trouble with enabling the remote access from genie.

I was successfully using Remote access with my previous R8000but but recently switched to D7800 for NBN.

Spent a lot of time and  followed setup procedure but couldn't register it.

In step 10, getting an error message "the registration process failed"

 I also done following:

1. Resetting the device.
2. Uninstalling and re-installing genie.(in phone & computer)
3. Tried previous versions of firmware / genie.

4. Tried from computer/ and from different android phones/tabs.

Please help. Thanks.

[DexterJB]

Hi @Sgeorges,

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

Regards,

Dexter

Community Team

[Sgeorges]

Hi Dexter,

Thanks for your message.

Surprisingly it started working now once I tried from another Android phone again.

All good 😞

Regards,

[UriahSefo]

I'm having the exact same problem. Please help

[DexterJB]

Hi @UriahSefo,

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

2. Have you tried using another device?

3. Have you tried resetting the router?

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

Regards,

Dexter

Community Team

[DexterJB]

Hi @UriahSefo,

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

Regards,

Dexter
Community Team

[Sgeorges]

Hi Dexter,

Thanks for your follow up and sorry for the delay in replying.

I have same problem again after updating the firmware to V1.0.1.22

(FYI:  Recently tried firmware V1.0.1.24 , but no internet connection. Hence rolled back to V1.0.1.22). 

Now router is working OK but no remote genie. Please advise. Thanks. George

[DexterJB]

Hi @Sgeorges,

Please make sure you do a factory reset after updating the firmware.

Regards,

Dexter

Community Team

[Sgeorges]

Hi Dexter,

As you advised I have done a full factory reset and reconfigured the modem-router. (firmware V1.0.1.22)

Modem-router is working OK for internet (NBN) connection but still not able to enable the genie remote access. 

Error message is : "The genie cloud server connection failed. Try again" 

Tried many time but still no success. Please advise. Thanks & regards

George.

[DexterJB]

Hi @Sgeorges,

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

Regards,

Dexter

Community Team

[Sgeorges]

Hi Dexter. thanks for your support. With latest firmware (V1.0.1.28) I could get the Genie  connected to the router remotely. But no devices listed under network Map. Please advise.

Thanks & Regards,

George

[vipsin]

Unable to turn ON remote access from Genie app.  India Technical support is pathetic, just novice guys. Getting error " NO remote access" the genie cloud server connection failed. Try again.