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    mattwilson9090

    @mabbas What you are describing is a Netgear issue, not an OpenDNS issue. Although they have "partnered" on a particular line of products and technology, the two are completely different companies. Complaining about Netgear support will do you no good in here.

    However, if your problem is exactly as described in the beginning of this thread, and referred to multiple times throughout this thread, then you can open a support ticket (as discussed in this thread), and OpenDNS will resolve their portion of things.

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    rotblitz

    @mabbas
    Please note, it doesn't seem that Netgear Genie supports the C3000 yet.
    http://kb.netgear.com/app/answers/detail/a_id/24686/
    Could this be the reason why it is not working for you?
    You'll have to use the older Management Utility and User Utility then.

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    rotblitz

    The older software is here: https://www.opendns.com/downloads/

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    wsu.ian.huntley

    I am having the same issue, I cannot log in to OpenDNS to use the Parental Controls.  I am using a Netgear 3700.  The error is "There was an error signing in, please make sure you're connected to the Internet and try again."

    Ok, fine - I don't want a runaround.  Is there a fix for this, or not.  I don't want to play ping-pong between OpenDNS and Netgear.  I just replaced a Netgear N900 provided by my cable company because it didn't support the Parental Controls after a firmware upgrade eliminated the Netgear genie interface.

    I changed my entire set up to take advantage of Parental Controls - internet provide, cable provider, etc.  

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    cpicot

    Is there a management utility download for mac?

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    chillz4real
    I am having a similar problem. I have a Netgear C3700-100nas, and I am trying to use the Genie app to configure Parental Controls. I touch the Parental Controls button in the Genie app, and am prompted for an opendns login. I enter my credentials (which work just fine to login on the web at opendns.com) and the app thinks for a moment thwn dumps me back at the same login prompt that I was just at, with no error message at all.

    I have been googling this for a couple days with no good answers.
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    rotblitz

    See my answer to @mabbas above?  This applies for your situation as well.  There was no need to google this, you just needed to read it here...

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    chillz4real

    1) rotblitz, are you an actual tech support rep for netgear or opendns? Your avatar does not indicate so.

    2) Google is how I found this thread in the first place. The "Help & Support"  link in the router admin panel simply says "Please contact your broadband supplier homepage." with no links or anything-- zero help there. As far as this thread being the best source for answers on the issue-- the op went 3 months without receiving an official support reply (Kristy) and even then there was no visible official solution posted, making this thread worthless for anyone else reading it for 9 months until you randomly decided to link a compatibility page that does NOT directly answer the specific problem Netgear users like the op, and mabbas, and myself are experiencing... one of the carnal sins of professional tech support discussions. So I'll see your link that misses the point of the thread, and raise you the actual link the router's built-in admin panel sends you to when you click "Parental Controls" in the firmware itself: http://www.netgear.com/lpc Notice the app links down at the bottom.

    3) We bought a product, and a primary feature touted on the box, documentation, and product web page(s)... one COMMON to every other router I have ever owned (mac filtering)... is nowhere to be found. Super lame, and contrary to the responses you have been spamming here, NOT due to user error or mistaken user product expectations. The firmware admin panel in the C3700/N600 router itself has the opendns parental controls functionality integrated right there in it, but it doesn't even begin to work. That is a product failure, not an end user failure.  Furthermore- the product packaging, and product web page, and firmware itself feature the Genie App and direct the user to download it. If it is indeed not supported yet, that is an epic fail on the part of the involved companies to have their act together when they released this product... not an end user problem.

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    chillz4real

    @mattwilson9090: It is specifically the opendns portion of the firmware functionality that is not working in my case, and I suspect the others. Everything self-contained in the Netgear router itself works as advertised, which has been my experience with netgear products in the past. As for myself, I am posting here because in all my troubleshooting this is the point of failure.

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    mattwilson9090

    I have no idea no idea why you chose to direct a message directly at me as if I someone gave you a wrong answer or provided bad advice since I've never interacted with you before.

    That said, open a ticket with OpenDNS (as has been said all throughout this thread) and they will resolve your issue.

    Also, I have no idea why you are complaining in an OpenDNS forum about Netgear firmware not containing a MAC address filtering ability. That's purely a Netgear issue and you'll need to take it up with them.

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    chillz4real
    Matt: Not really intended to be directed *at* you as much as just to address the information in your replies from the perspective of someone who is actually experiencing and troubleshooting the issue, for anyone else with our problem who is reading through the thread. Hopefully helping anyone else in the same predicament who is struggling to find validation of their situation and/or save them from spending hours troubleshooting only to finally conclude that it is not user error... instead of being dismissed by other users who are not even experiencing the same issue.

    That being said, submitting a ticket with opendns does seem to be the most logical course at this point-- because connecting to THEIR service is currently the point of failure people are experiencing, until they can provide any sort of technical verification that the point of failure is not actually occurring on their end.

    To reiterate for any other users experiencing this issue, the *provider* of the Parental Controls service can/should take a serious look at this problem. And if technical proof shows the problem is on the netgear end making the login request and handling the response or maintaining a session, etc. then *great* we are a step closer to fixing the dang bug (I am a programmer so lack of tracing the source of the bug drives me nuts, lol).

    Again, for other users reading this thread: yes others are experiencing the appearance of what seems to indicate that the only problem is logging in to OPENDNS. Yes, others are having the login attempt appear to time out with no error code or anything. And yes, obviously the joint venture between the two companies comes with some amount of shared responsibility, which is precisely why several of us are talking about all the steps we already pursued with netgear *before* winding up here. And since this problem is because opendns was chosen to provide the external management of the mac filtering that has historically been handled locally by the router itself, there is in fact a logical connection between the apparent failure by opendns, and wondering why netgear chose to cut that functionality out of the appliance and outsource it. It's not as irrational a frustration as some here might make it sound. ;-)

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    chillz4real
    PS: For anyone else who is actually interested and on the fence about this, I fully understand the relevance of opening a ticket and going through that process, but FWIW... Like some others have indicated above-- at this point I no longer feel it is worth my time waiting around and being a QA tester of a finished retail product, and will simply be returning my C3700-100nas (N600) to the store tomorrow... opting for something with a more traditional implementation of such a standard wifi router function. (Which is not necessarily purely a Netgear issue, because opendns is in this case responsible for fulfillment of that funtion.)
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    chillz4real
    *function
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    mattwilson9090

    Before you continue your rantings about poor service, guinea pigs, bugs, or whatever else crawled up your butt, you should look at the other threads related to this exact same complaint. In every issue the answer is to submit a trouble ticket to OpenDNS and they take care of it promptly without making someone act like a QA tester.

    You have decided that this issue is a bug that is going to require considerable programming and testing to resolving, but my understanding is that it's problem with registering the device with OpenDNS and they just need to clear some data and get it registered properly.

    As for MAC addresses, why is it you think that OpenDNS is somehow doing MAC filtering on a WLAN? OpenDNS is a DNS provider and does all of it's filtering and other services based on domain names and DNS lookups. MAC addresses have absolutely nothing to do with that process, although I do think the MAC address of the Netgear router is somehow associated with the registration process of the device rather than the public IP address that is used with most OpenDNS services.

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    Kristy Patullo

    Based on the router model number you provided and the error you are seeing, the Parental Controls function may not be supported with your current router/firmware.  The model you provided is not on the list of supported routers that was supplied to us: http://kb.netgear.com/app/answers/detail/a_id/24686/~/netgear-genie-supported-routers

    You can contact NETGEAR support to verify this http://support.netgear.com/ they may have some additional insight on whether the Parental Controls function can be used with this router.  I apologize that the error message is so unspecific, we have been working with NETGEAR on some of the error messages we have been seeing.

    If your router does not allow you to use the Parental Controls integration you can still use our service, you would have to configure using your IP address instead and manage your filtering at dashboard.opendns.com.  We have instructions for setting up this service here: https://opendns.zendesk.com/entries/53936430-Configuring-OpenDNS-on-your-Network, directions for configuring a NETGEAR router using Genie can be found here: https://support.opendns.com/entries/41338174-Netgear-Genie-Web-Interface-Device-Configuration

    The version of router you are using is most likely why you can't log in to Genie rather than failed credentials, especially if you can log in to netgear.opendns.com

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    rotblitz

    @chillz4real
    "1) rotblitz, are you an actual tech support rep for netgear or opendns? Your avatar does not indicate so."

    Good point!  No, I'm fortunately not, but I'm far better, at least better than the support reps of Netgear... ;-)
    But ok, accepted, you'll not get help from me again.  Hopefully I recall next time...

    No matter, Kristy from OpenDNS has just confirmed what I have said above already: "it doesn't seem that Netgear Genie supports the C3___ yet".

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    soundwizzard

    All this is so senseless. After I found out that I will need an OpenDNS Account (and got one) I recognized that the router won´t let me change the DDNS provider to OpenDNS cause the only available choise is DynDNS (in the pulldown menue). And I updated the routers firmware to the newest/latest. So: Forget all this stupid, time-intensive, not coming to a solution piece of crap. Userfriendly or customerfriendly is something completly different........

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    mattwilson9090

    Are you using a Netgear router that supports LPC? That's what this thread is about. What is it that you are trying to accomplish that you can't do?

    If the firmware in your router doesn't support OpenDNS in their DDNS selections that's not something that OpenDNS can take care of, that's an issue for the router manufacturer. If you are trying to use DDNS to update OpenDNS with your IP address when it changes the router is only one way to do that. There are multiple ways to accomplish that, including Updater software for a computer on your network. Try looking for one of the threads on the forum that speaks directly to your issue, or create a new thread that says what your router model is and what it is that you are trying to accomplish.

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    rotblitz

    "the router won´t let me change the DDNS provider to OpenDNS"

    This thread is about Netgear routers where OpenDNS is supported.  And with LPC enabled DDNS updates are not needed at all.

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    crazyscottfamily

    I have a DGND3700v2 router which I purchase specifically for the Parental features. The OpenDNS will not login via Genie. I can log into opendns via the web where I changes the password however stil no joy.

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    rotblitz

    See https://startpage.com/do/search?q=netgear+genie+login+problem+site%3Asupport.opendns.com

    According to https://support.opendns.com/entries/52764780-Error-when-login-OpenDns-via-netgear-gennie you need to "open a support ticket with us at support[at]opendns.com, so we can look further into the issue".

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    jlark1298

    Has anyone tried using the email address they used to sign up for OpenDNS, rather than their username? This worked for me. 

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    rotblitz

    Yes, sure, this works indeed.

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    indigoskye

    Yes, I tried my email versus my username.  Did not work for me.  Even logged out and back into the genie.  On the routers web access page, the parental controls button doesn't even work.  What a piece of sh*t.  I bought this to replace my modem and linksys router so I could avoid being ripped off by my DSL carrier but this is ridiculously worse.  Why should I add a ticket.  Obviously, OpenDNS is monitoring this forum but not taking responsibility for their product.  Trying to send it back to NetGear. 

    Hey people, you two (OpenDNS and NetGear) are in cahoots together, so get together and solve this problem!!!!!! There is no firmware fix for my model!!!! I know 'cause I checked hoping to fix my reception cause it's sh*t with this piece of garbage.

    Last and only piece of NetGear I will ever own!!!!!

    Unfortunately, not realizing the garbage I bought last night, I wrote my stupid passwords in the owner's manual.  For integrity's sake, I don't feel I can take this junk back so now I'm out $120.00.  Calling NetGear...going to see what I can do.

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    rotblitz

    "Even logged out and back into the genie.  On the routers web access page, the parental controls button doesn't even work."

    What exact Netgear router model do you have?  Is it supported by the Genie app at all?
    http://kb.netgear.com/app/answers/detail/a_id/24686/

    If not, use the older Management Utility and User Utility: https://www.opendns.com/downloads/

    "OpenDNS is monitoring this forum but not taking responsibility for their product."

    Oh, I'm confident that OpenDNS take every responsibility for their products.  But Netgear routers do not count as such as the firm name "Netgear" already says.

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    indigoskye

    Doesn't matter.  I got one of the newer ones already mentioned in the thread above...DGND3700v2.  Done with it...returning.  One reason I bought it is because of parental controls.  I can filter my internet as a whole but what I want to filter is individual computers.  Linksys was easy to set-up and maintain.  This is just stupid.

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    indigoskye

    I shouldn't have to download older utility managers and what not.  Other than updating firmware, I should be able to control everything through the router's software or web access page.  User friendly used to be the name of the game.  Not good experience with this product.  It would be different if I was the only one but as you can see above...I'm not!

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    mattwilson9090

    The reason for adding a ticket is that there are some things that OpenDNS employees cannot do here in a public forum, but can do and communicate about in a private setting. It's also the particular method that needs to be followed to resolve some particular issues. If you choose not to do that, then it's your problem because you are the one choosing to stamp your feet and scream like an infant rather than work with people who are trying to help you. OpenDNS does take responsibility for fixing the things that are theirs to fix, but the router is not their product, it is NetGear's.

    And no, they are not in cahoots together like it's some grand criminal conspiracy, they are business partners in a limited undertaking, where OpenDNS provides technology for a particular feature on a product that Netgear sells. Unfortunately that kind of arrangement can sometimes lead to some difficulty and confusion in resolving issues.

    You do realize that it's possible to change a password, don't you? If you are concerned that writing your password in the manual will prevent you from reselling the router on EBay or returning it to where you bought it from, just change the password. In the future I'd suggest just writing the password on a post-it note or something similar if you can't remember it or aren't using some sort of password management utility.

    If you think this is stupid and Linksys makes a better product, why not stick with Linksys. You sound like someone who just bought a pick-up because it has features and capabilities that your sports car doesn't, but then complain that it doesn't handle and maneuver like the sports car. They are different products with different strengths and weaknesses. Not liking one doesn't make it a bad product, it just means you don't like it and should stick with the product that you do like.

    You should have to download older management software if the hardware you have isn't supported by the new software. In this case rotblitz suggested that as a possibility since he didn't know what hardware you were using. It's not some sort of grand conspiracy to inconvenience you or make your life difficult. It's just the way that things are with technology, sometimes hardware and software of different generations isn't compatible and you have to get the right mix of hardware and software that do work together.

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    ihatetheinternet

    I don't see my problem here, but, that is nothing new. I am the quintessential "Gosh, I've never seen that before" guy. That said, here goes. I love my Router. (R7000) I've NEVER had one single problem. Not one complaint, have I, until this. I can log in. I can see I'm connected. I've already set up Parental Controls. They work great. Today, I wanted to disable them, briefly. I've done this a thousand times before. The reason isn't important. However, my Genie is telling me, ONLY IN PARENTAL CONTROLS, that I'm NOT connected to the internet. Every other function works fine, and is telling me I AM connected to internet. But, Parental Controls, which ARE IN AFFECT AS WE SPEAK, is telling me I'm not connected to the internet. Therefore, I cannot disable them. I guess I shouldn't complain, as my kids are still protected. Again, they are WORKING just fine. I just cannot understand how this is possible............

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    Alexander Harrison

    This may be a transient issue on the router; however, you can also always update your filtering settings at netgear.opendns.com. The error you are getting is the Genie's communication between your computer and your router and that's NEGEAR's general "can't connect to router" message.

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