wax610

[SteveMBarry]

I have a WAX610 and I can no longer log in to it.

The Insight App. no longer works as it is a year old. I have tried logging in to the device from the browser but the standard "admin/password" does not work. When I tried to raise a support ticket it just says I have to buy a support package.

Does this mean I can no longer access the product without BUYING a support package. (this is just for home use and it seems wrong that I can no longer access the access point)

[michaelkenward · Accepted solution]

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@SteveMBarry wrote:

I fear that "does not work" could mean many things. What actually happens?

 "Device failed to connect back" is what it comes back with and then tells me that An Insight Premium subscription is required.

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Insight is something else. It is one of those Netgear services.

It has its own section around here:

NETGEAR Insight Network Management - NETGEAR Communities

I suspect that it is not relevant to you.

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The reason for wanting to access the product is I get emails saying that there is a firmware update, which used to be handled by the Insight App., but I assumed I would be able to log in and do the update from there.

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I am not familiar with how Insight works. Emails about firmware updates are usually just marketing guff. The best way to check for updates it to use a web browser and the graphical user interface (GUI) and to look at the firmware version there. The look at the versions available in the support ages for your device.

Firmware updates are best done (in my opinion) manually:

How do I manually upgrade firmware to my NETGEAR router? | Answer | NETGEAR Support

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I will go on the business forum but why would the published admin/password not work?

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Depends on how you are going about it. Getting into access points isn't always straightforward. The router that sits between your AP and the outside world is in charge of accesa.

[michaelkenward]

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@SteveMBarry wrote:

I have a WAX610 and I can no longer log in to it.

The Insight App. no longer works as it is a year old. I have tried logging in to the device from the browser but the standard "admin/password" does not work.

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I fear that "does not work" could mean many things. What actually happens? Any error messages or prompts?

Have you tried a reset on the thing?

What router is it connected to?

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When I tried to raise a support ticket it just says I have to buy a support package.

Does this mean I can no longer access the product without BUYING a support package.

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No. It just means that your 90 days of free support have expired. (It should have at least one year's warranty support.)  These things don't come with free lifetime support. You can pay for more help or you can try to fix it here.

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(this is just for home use and it seems wrong that I can no longer access the access point)

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Netgear classifies this as business product.

While many questions about routers are generic and could be answered anywhere, some things need specialist knowledge.

You might get more help, and find earlier questions and answers specific to your device, in the appropriate section for your hardware. That's probably here:

Business Wireless - NETGEAR Communities

You might like to search there for messages related to your issue.

I will ask the Netgear moderator to move your message.

In the meantime you could visit the support pages:

Support | NETGEAR

Feed in your model number and check the documentation for your hardware. Look at the label on the device for the model number.

Check for various troubleshooting tips.

You may have done this already. I can't tell from your message.

I mention it because Netgear stopped supplying printed manuals and CD versions some years ago and people sometimes miss the downloads.

[SteveMBarry]

I fear that "does not work" could mean many things. What actually happens?

 "Device failed to connect back" is what it comes back with and then tells me that An Insight Premium subscription is required.

The reason for wanting to access the product is I get emails saying that there is a firmware update, which used to be handled by the Insight App., but I assumed I would be able to log in and do the update from there. I can't believe that I have to pay for a support package just to get firmware updates.

I will go on the business forum but why would the published admin/password not work?

[michaelkenward · Accepted solution]

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@SteveMBarry wrote:

I fear that "does not work" could mean many things. What actually happens?

 "Device failed to connect back" is what it comes back with and then tells me that An Insight Premium subscription is required.

---

Insight is something else. It is one of those Netgear services.

It has its own section around here:

NETGEAR Insight Network Management - NETGEAR Communities

I suspect that it is not relevant to you.

---

The reason for wanting to access the product is I get emails saying that there is a firmware update, which used to be handled by the Insight App., but I assumed I would be able to log in and do the update from there.

---

I am not familiar with how Insight works. Emails about firmware updates are usually just marketing guff. The best way to check for updates it to use a web browser and the graphical user interface (GUI) and to look at the firmware version there. The look at the versions available in the support ages for your device.

Firmware updates are best done (in my opinion) manually:

How do I manually upgrade firmware to my NETGEAR router? | Answer | NETGEAR Support

---

I will go on the business forum but why would the published admin/password not work?

---

Depends on how you are going about it. Getting into access points isn't always straightforward. The router that sits between your AP and the outside world is in charge of accesa.

[SteveMBarry]

Thank you for your assistance on this. I have resolved it now.

When I purchased the AP it came with instruction to use the Insight App. which I did and used this to set up the AP in the first place. Everything has been OK since then. However the one year has run out now so the App. no longer connects and therefore you can't manage the AP through that. Because of using the Insight App. I had forgotten that there was likely to have been a password change when setting up the AP in the first place; I didn't need to know this as Insight App. dealt with it.

Your link How do I manually upgrade firmware to my NETGEAR router? | Answer | NETGEAR Support is what reminded me of the possible password change,

• Enter the router admin user name and password.
  The default user name is admin. The password is the one you specified the first time you logged in. The user name and password are case-sensitive.

I have 'usual' passwords that I use in these circumstances so I was able to guess the correct one (I will have to check back and see if I wrote it down at the time - I certainly should have)

Having got into the AP I was then able to check if the firmware did in deed need an upgrade, which it did, so that is now done.

I will tick your reply as 'solution'

[schumaku]

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@SteveMBarry wrote:

I fear that "does not work" could mean many things. What actually happens?

 "Device failed to connect back" is what it comes back with and then tells me that An Insight Premium subscription is required.

Your WAX610 came with a 1-Year NETGEAR Insight Subscription Included 

Once expired, I don't think the device does report to connect back to the cloud. This is more likely an infrastructure issue, where eg. some firewall rules are blocking the outgoing connection (LAN->Internet).

[michaelkenward]

I knew there was something different about those Insight things.

As I read it, @SteveMBarry was using the wax610 in a "domestic" environment where Insight was more likely to be a distraction.

I have never understood why that line of APs is billed as "business wireless".

[schumaku]

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@michaelkenward wrote:

As I read it, @SteveMBarry was using the wax610 in a "domestic" environment where Insight was more likely to be a distraction.

I have never understood why that line of APs is billed as "business wireless".

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Dispute this with Netgear when it comes to the "Essential" models like WAC2xx or WAX2xx please - which are not Insight manageable, just discoverable in the App. Insight is a key component available for managing any size of network - these WAC5xx or WAX6xx (and WBE7xx) are scaling extremely well to any environment. 

Insight is incredibly useful even for domestic or home environments, mandatory for users which intend to deploy WPA3-SAE.

The thing the community should work on is to allow the users to continue their Insight service - what isn't difficult, however this requires some annual service costs - especially if users like to use the Insight App and/or the Insight Web portal.