Netgear Genie Parental Controls "error signing in"

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6 comments

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    boolias (Edited )

    Same issue here.  It seems that Netgear and OpenDNS know about the problem.  It has been 8 days since this post, but no resolution yet.

    Must have parental controls 

    https://support.opendns.com/hc/en-us/articles/227987627-Error-when-Logging-in-to-OpenDNS-with-NETGEAR-Genie

  • Avatar
    mattwilson9090

    @ggarman A quick search would have shown you dozens of threads in here indicating that the solution to your sign-in issues is to open a support ticket with OpenDNS.

    Also, if you maintain two different sets of dashboard settings like this you will receive inconsistent results from OpenDNS because LPC and OpenDNS Home are not compatible products. Once you get your sign in issue resolve you will need to remove one or the other, and since it sounds like you want to use the time based options in LPC that means you will need to remove everything you everything at the OpenDNS Home dashboard.

    @boolias You said it has been 8 days but no resolution yet. Does that mean you opened a support ticket with OpenDNS? They try to respond to support requests within 3 business days, but it can take a few days longer if they are swamped. Also, this is a 3-day weekend in the U.S., so you need to take that into account for support issues. Be aware that your threat of returning your NETGEAR router very possibly won't be seen by any OpenDNS employees since this is a customer discussion forum, not a support forum dedicated to direct communications with OpenDNS employees.

  • Avatar
    boolias (Edited )

    Thanks for the reply @mattwilson9090.  

    I just opened a ticket with OpenDNS support to see if they can resolve my issue.  

    The one post I found (linked in my post above) was updated 9 days ago and it suggests that this is a known issue and that Netgear and OpenDNS are working on a resolution.

    OpenDNS is aware of this issue and is working closely with NETGEAR to resolve this issue,. In the interim, please use the IP based filtering controls if you need to make adjustments to your filtering

    P.S. my post was not meant as a threat and I appreciate you pointing out that it came across as such.  I've edited my remarks to remove that portion.  Thank you

     

     

  • Avatar
    rotblitz

    I would think this "updated 9 days ago" is rather a forum system thing indicating that maybe the thread was moved or so.  The sentence "This is for users who are encountering the following error after October 21, 2015" indicates that this started a long time ago, close to two years now.  I cannot imagine that this bug persists since two years...

  • Avatar
    boolias (Edited )

    I saw the text mentioning 2015, but the updated 9 days ago threw me off as the error message I am seeing is identical to what is described in the text.  

    FYI That post is the very first post in the Netgear: FAQs and Getting Started section of the OpenDNS KB.

     

    I'll update here once I get an answer from support.

  • Avatar
    mattwilson9090

    yw boolias

    Just be aware that the message OpenDNS posted seemed very diplomatic. Although they might have something they need to change on their end, Genie is a Netgear product, so if any changes need to be made to the Genie app itself those will have to come from Netgear. Basically, what OpenDNS can do is somewhat limited, and they themselves will never be able to release the final solution.

    Hopefully you'll get a response to your trouble ticket that will let you implement something right away.

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