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I have Netgear Genie. It no longer recognizes my router.

Customer Question
However, the app allows me...
i have Netgear Genie. It no longer recognizes my router. However, the app allows me in and shows my network. BUT - my router doesn't show in the connect section. Can't use routerlogin.com because it says my router isn't connected my computer. It all started when Genie notified me to update new security fix.
Submitted: 10 months ago.Category: Software
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Customer reply replied 10 months ago
My email is out due to Outlook server issue. Not my day for sure...
Answered in 34 minutes by:
9/29/2017
Software technician: Karthik, Computer Technician replied 10 months ago
Karthik
Karthik, Computer Technician
Category: Software
Satisfied Customers: 519
Experience: Senior Engineer at CSS Corp
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Software technician: Karthik, Computer Technician replied 10 months ago

Before we proceed further, I would like to ask you few question about this problem. May I know how long you are facing this problem?

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Customer reply replied 10 months ago
Since this morning. By the way..your reply is blurry,
Software technician: Karthik, Computer Technician replied 10 months ago

I am sorry for that, May I know the make and model of the router?

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Customer reply replied 10 months ago
Netgear WNR2500. Can you fix the typing..I can barely make out what you're saying.
Software technician: Karthik, Computer Technician replied 10 months ago

I apologize for that, Are you able to go online from your wireless router?

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Customer reply replied 10 months ago
I am on PC. However, my laptop has no connection.
Software technician: Karthik, Computer Technician replied 10 months ago

As per my understanding, you able to go online in the hardwired PC and not in the wireless laptop, is it right?

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Customer reply replied 10 months ago
As I said, Netgear Genie doesn't even list my account.
Software technician: Karthik, Computer Technician replied 10 months ago

I understand, May I know in which computer you have installed the Netgear Genie? Is it in the Hardwired PC or wireless Laptop?

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Customer reply replied 10 months ago
hardwired. Genie says I can't connect until i log in but i can't login because login says I'm not connected.
Customer reply replied 10 months ago
any ideas?
Customer reply replied 10 months ago
Are you familiar with Netgear's app?
Software technician: Karthik, Computer Technician replied 10 months ago

Yes, I would like to know the light status of the netgear router?

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Customer reply replied 10 months ago
Far left 2 lights. Light on under 5 Light on showing router on
Customer reply replied 10 months ago
Sorry...3rd light is under 4 - not 5
Software technician: Karthik, Computer Technician replied 10 months ago

Okay I got it, Now Open any browser in the computer. In the address box type 192.168.1.1 press the enter key in the keyboard.

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Software technician: Karthik, Computer Technician replied 10 months ago

Please let me know what you see in the computer screen.

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Customer reply replied 10 months ago
192 168 1.1 Is that right.
Software technician: Karthik, Computer Technician replied 10 months ago

Yes, that is right and it is the default gateway and default IP address for your router.

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Customer reply replied 10 months ago
did I get the period/spacing correct?
Software technician: Karthik, Computer Technician replied 10 months ago

Let me make it clear, it is 192.168.1.1 and there is no space in between those number.

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Customer reply replied 10 months ago
It says this is gateway login. asks for user name and password
Software technician: Karthik, Computer Technician replied 10 months ago

username: admin

Password: password

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Customer reply replied 10 months ago
That's admin...password Correct?
Customer reply replied 10 months ago
I'll try it.
Software technician: Karthik, Computer Technician replied 10 months ago

Yes.

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Customer reply replied 10 months ago
I've opened login. Genie home page says warning wifi off. The advanced page says wireless radio is off. should it be enabled?
Software technician: Karthik, Computer Technician replied 10 months ago

Yes, you need to enable to wifi.

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Customer reply replied 10 months ago
Drop down says.....DWPS process is in progress, please apply the changes later. what's that?
Customer reply replied 10 months ago
WPS
Customer reply replied 10 months ago
By the way...the download Netgear said to use to fix security problem is corrupted.
Software technician: Karthik, Computer Technician replied 10 months ago

WPS stands for Wi-Fi Protected Setup. It is a wireless network security standard that tries to make connections between a router and wireless devices faster and easier

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Customer reply replied 10 months ago
I can't see whether this fix will help until they finish update?
Customer reply replied 10 months ago
I wonder how the enable got turned off. was working fine until I tried security download.
Software technician: Karthik, Computer Technician replied 10 months ago

It might be some power outage happen without your knowledge, it might reset the router to factory default settings. So by default the wifi will be turned off.

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Software technician: Karthik, Computer Technician replied 10 months ago

Could you tell me, What do you see in the PC screen?

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Customer reply replied 10 months ago
OK sounds reasonable. I'll wait. If it continues I'll be back. Thank you for your assistance.
Software technician: Karthik, Computer Technician replied 10 months ago

You are welcome, Its my pleasure assisting you.

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Customer reply replied 10 months ago
You mean the login screen...
Enable Wireless Router Radio
Enable 20/40 MHz Coexistence
Fragmentation Length (256-2346)
2346
CTS/RTS Threshold (1-2347)
2347
Preamble Mode
Transmit Power Control
Turn off wireless signal by schedule
The wireless signal is scheduled to turn off during the following time period:
Period Start End Recurrence Pattern
Add a new period Edit DeleteWPS Settings
Router's PIN: 20380960
Enable Router's PIN
To prevent PIN compromise, auto disable the PIN after
3
failed PIN connections, until router reboots.
In auto disabled mode, router's WPS LED will keep blinking slowly
Keep Existing Wireless Settings
Software technician: Karthik, Computer Technician replied 10 months ago

I am sorry for the delay, I verifying those information. Is it possible to take a screenshot and attach the image in the chat window?

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Software technician: Karthik, Computer Technician replied 10 months ago

Sorry for the delay and now please close all the screen in the desktop computer and check whether you are able to go online with your wireless laptop? Check whether the Netgear genie is working properly in the desktop?

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