Lost Parental Controls

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28 comments

  • Avatar
    rotblitz

    It seems something is wrong with your account.  Open a support ticket, so that staff can look into it.

  • Avatar
    dfiz

    I guess that's what I'll have to do since your answer is so weak.  I doubt it is something wrong with the account since I can log in just fine on the web and tried a brand new account as well.  Seems more likely something's wrong with the router or the genie app.

  • Avatar
    rotblitz

    "Seems more likely something's wrong with the router or the genie app."

    Then OpenDNS can't help.  You need to refer to Netgear support.

  • Avatar
    Alexander Harrison

    Hello,

    In order to better assist you dfiz, please open a support ticket. It appears that you've correctly got the Genie set up, but can't remember your old account information which is preventing you from logging in. Please also be aware that the first login screen on the Genie is your admin login for the router: Username admin, password (your router's password). Please provide your router's MAC address in your ticket request.

    Please also reply with your support ticket number so that I may assist you right away. 

    Best regards,

  • Avatar
    dfiz

    Ticket #77365

    I'm logged into the router fine because I can do other admin tasks in Genie.  How could it be that you think I'm not remembering old account information when I am using the same information to login on the web?

  • Avatar
    Alexander Harrison

    Hello,

    Please check your email for a response to your ticket submission so that we may discuss more pertinent account information. 

    Best regards,

  • Avatar
    levis501z

    Could you please post the solution online?  This thread is indexed by your search engine.

  • Avatar
    levis501z

    Never mind.  My IP address had been updated by my internet provider, and OpenDNS had not received the update.  I was able to click on Dashboard->Settings and refresh the ip address.

  • Avatar
    rotblitz

    Then you're not using Netgear LPC, but the normal OpenDNS.  Netgear LPC doesn't depend on your IP address and has a different dashboard.  And this thread and forum section is about Netgear LPC only.

  • Avatar
    levis501z

    I take back my last comment.  Parental controls are still not working on my Netgear LPC.  I have also opened a support ticket and will post the solution that I receive from support here so that others searching for this frustrating problem can get resolution also.

  • Avatar
    levis501z

    Netgear router WNDR3400v2 latest firmware V1.0.0.38_1.0.61
    Direct wired connect to router, re-installed firmware and factory reset router twice.
    LPC Manager on my mac starts up and displays an error "It looks like you might not be connecting to the Internet through a supported Netgear router..."

    I am connected to the internet through a supported Netgear router, directly wired (not wireless).

  • Avatar
    levis501z

    I installed netgear genie ( http://www.netgear.com/home/discover/apps/genie.aspx ) on my mac and was able to manage my opendns settings on this router.  Hoepfully this will help someone else.

  • Avatar
    rotblitz

    "re-installed firmware and factory reset router twice."

    For sure, this measure will disable LPC, of course.  You'll have to run the LPC Management Utility or Netgear Genie to enable LPC again then.

    Also, your dashboard is (only) at https://netgear.opendns.com/

  • Avatar
    levis501z

    As I mentioned, LPC management utility didn't work after reset, although the Netgear Genie did.   Support replied to my request and also offered the following instructions, maybe the following might work for the next person who finds this thread.

    Launch the Netgear Live Parental Controls Management Utility and hit Command + D.

    Select Clear saved credentials. If you are using OS X, select misc from the menu option and then clear saved credentials.

     

  • Avatar
    buccigm

    I have the same problem; I recently switched internet providers and now its not working I confirmed my IP address is correct.

  • Avatar
    rotblitz

    Are you using a Netgear router with LPC enabled?

    "I confirmed my IP address is correct."

    Why would you do this?  Your IP address is irrelevant with LPC.  Netgear LPC works based on device ID.  OpenDNS Home and Netgear LPC are incompatible.  You can use either the one or the other.

    In case you have a network defined at https://dashboard.opendns.com/settings/ then delete this!  Your dashbard is only at https://netgear.opendns.com/

  • Avatar
    paradoxical

    Seriously, once I download the genie, I should have access to parental controls. I already had to sign in with an account to set up the router. Somewhere in the programming, you (1) are making this way to complex for people and (2) there is some sort of error. I now have created two additional accounts at NetGear's request in addition to the initial one - one for OpenDNS and one for NetGear.com. I still cannot use parental controls, which happens to be the only reason I purchased this particular router. I am getting ready to give Netgear a bad rating on Amazon and everywhere else because setting up parental controls is NOT intuitive. I am currently contacting support and hopefully will have this set up tonight, but there is NO REASON why a user should have to create more than one account. The original account should work for everything. The fact that you create an Open DNS account in the app and then are NOT AUTOMATICALLY SIGNED IN is even more stupid and shows very poor design on NetGear's part. Looking at the responses, you will probably try to say I forgot my password - TO THE ACCOUNT I JUST CREATED!!!!

    Yeah, only five more minutes to wait for someone to explain how I - the owner of the Netgear device and creator of the accounts - can access said accounts.

  • Avatar
    paradoxical

    Amazing - I was told they are aware of the issue and it will be available in the next Genie update!!!

  • Avatar
    paradoxical

    Amazing - I was told they are aware of the issue and it will be available in the next Genie update!!!

  • Avatar
    mattwilson9090

    Um, you are aware that this is not a Netgear support forum, don't you? Although LPC is sort of a joint product with OpenDNS and Netgear, and leverages OpenDNS, everything that you are complaining and upset about you are laying at Netgear's feet. If you think this is entirely the fault and responsibility of Netgear why are you complaining on an OpenDNS forum?

  • Avatar
    levis501z
    @paradoxical, If you are still within the return period for your router, I suggest you get your money back, and get a router that is easier to set up
  • Avatar
    therl40

    I'm having the same problem and opened a support ticket. Let's see what happens! Alexander Harrison, did you find out what the problem was?

  • Avatar
    Alexander Harrison

    Check your case reply. It appears that the R6300 may not support the Genie at this time and would need the older LPC Manager software. 

  • Avatar
    therl40

    The Netgear Website says the R6300 is supported




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  • Avatar
    Alexander Harrison

    This case is currently in progress and being investigated.

  • Avatar
    Alexander Harrison

    The issue in this case appears to be that http://routerlogin.net is inaccessible (the domain the NETGEAR genie uses to connect to the router to activate NETGEAR Live Parental Controls (LPC)). The most common cause of this is having another router on the network causing a double NAT. 

  • Avatar
    rotblitz

    And a possible fix or workaround would be to add the following line to the local hosts file on the computer where you run Genie from:

       192.168.1.1  routerlogin.net  www.routerlogin.net

    If you changed the IP address of your router or if it's different by default, then you have to use this IP address instead, e.g. 192.168.0.1.

  • Avatar
    eddyb67

    I was having this same message as dfiz with my R7000.  I had opened a ticket with Netgear about two months ago, and recently they had told me that they weren't able to reproduce the problem.  I was starting to think this would remain unresolved, but today I figured it out.   And during all this time, while I was searching the net for a solution, I would continously end up in this thread.  So, I decided to share my solution with you guys, hoping that it will also solve dfiz's (and anyone else's) issue.  

    The problem was neither with Netgear Genie nor with OpenDNS, it was a setting on my PC.  On my network adapter, I had Google's DNS server set in the IP properties.  Once I switched to "Obtain DNS server address automatically", the LPC started working right away.  No reboot, no reinstallation.

    I'm so happy to have resolved my issue, I hope this will help others.

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