NETGEAR Genie is an interesting free tool which can help you to manage, monitor and extend your network. Despite the name, the program isn't just for NETGEAR users. Whoever made your router, you can use the program to check your internet connection, run a speed test, view and be notified of other devices on your network.
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FYI: Using Netgear with Windows
I have a HP Pavilion laptop with Windows 8 64 bit and Netgear N 300,WNR2000v3. I learned after hours of phone calls to Netgear and Microsoft and emails to Netgear support that I couldn’t use my Netgear without restarting it each time I turned on my computer. Netgear does not have a software update for Windows 8. It was totally frustrating experience. I just purchased the Netgear in March when I signed up for Cable internet service. The Netgear was for wireless connection. At the time, I had Windows 7 and no problems with connection. I don’t want to spend money on a new Netgear router especially when they may not have one compatible with Windows 8.
Here is the communication I had with them. Hopefully, it will prevent someone else having to go through the same experience.
Online technical submission: Review Case #21850082
Problem:
Functionality
Cause:
Cannot connect wireless - Add new PC
Status:
Open
Notes:
9/6/2013 12:53:00 AM
I was told there is a driver I need to download for Windows8 when I couldnt connect to my netgear. I know my netgear is ok because I am connecte with my netbook and my Roku. HP couldnt help me but ffice Depot said I need the driver. MY service provider is Charter cable. I have an HP Pavillion Windows 8
9/6/2013 4:18:00 AM
Thank you for choosing NETGEAR. My name is Blanche.
I will do my best to answer your support questions with the least amount of email exchanges, the more information and detail you can provide will help us to expedite your case to resolution.
I have reviewed your case and I understand that you cannot connect your Windows 8 computer to the WiFi.
Based on the information that you have provided, I would like to ask for additional information so that I can offer you accurate recommendations. I have outlined them below:
1. I can see that you have a NETGEAR WNA1100 on one of your registered products, are you using this adapter to connect the Windows 8 computer to the WiFi? If yes, you may click the direct link below to download the Software Version 2.1.0.2 (Supports Win8) for your adapter.
Note: The file will be downloaded as a .zip file. Please unzip the file first. To unzip the file, right click the folder then, click Extract files or Extract all.
2. If you are not using the adapter, are you just trying to connect the Windows 8 computer to the WiFi using its own adapter? If yes, you may check the link below:
How to connect to a wireless network in Windows 8
If you find that the above links provided were unsuccessful in answering your questions please log into http://my.netgear.com/. Please provide as much detail as possible as this will help us better troubleshoot and answer your questions.
I am looking forward to your response.
Thank you for choosing NETGEAR.
Regards,
Blanche Geralde
46313
NETGEAR Support Expert
9/6/2013 4:26:00 AM
I don't know what adapter I am using. I have Netgear 14 WNR 2000v3. I have it hooked up with my Charter Cable. I did get connected but I think it may be without security because I saw a memo that I could connect by turning off the Netgear. I did that and unplugged it and the cable attached to my cable TV. When I turned it back on and rebooted my computer it connected. I think I saw a memo that it would not be a secure network However, since I couldn't find any driver nor would the password work, I decided if I want a connection, I will have to chance it. So, if this information tells you what adapter I may have, let me know and I will go to that link. Thank you, Sue
9/6/2013 4:45:00 AM
Dear Ms. Baldwin-O'dea,
Thank you for your prompt reply. My name is Blanche and I will further assist you on this case.
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After reviewing the information that you provided, I think I have a better understanding of your case. However, I would like to ask for additional information so that I can offer you accurate recommendations. I have outlined them below:
1. What LED lights are currently lit on your NETGEAR router?
2. If you connect the computer directly to the router using an Ethernet cable, do you have Internet access? If no, you may need to reinstall or reconfigure the NETGEAR router. However, I suggest we restore it back to its Factory Default Settings first. To restore the router back to its Factory Default Settings, please check the link below:
Restoring a Netgear Router to Factory Default Settings
To reinstall or reconfigure the NETGEAR router, please check the links below:
Configuring your NETGEAR router for Cable Internet Connection (NETGEAR Smartwizard)
or
Manual Configuration of a Router for Cable Internet Service (NETGEAR genie)
However, If you have Internet access if you connect the computer directly to the router using an Ethernet cable, you may access the router's User Interface to verify the Wireless Settings. You may follow the steps provided in the links below. Please disregard the heading, same steps apply in verifying the Wireless Settings.
Note: Please connect the computer to the router using an Ethernet cable for you to access the router's User Interface.
How to View or Change Your Wireless Network Passphrase (Netgear Genie routers)
or
How to View or Change your Wireless Network Key or Passphrase (on older Netgear routers)
If you find that the above links provided were unsuccessful in answering your questions please log into http://my.netgear.com/. Please provide as much detail as possible as this will help us better troubleshoot and answer your questions.
Thanks for choosing NETGEAR.
Netgear Genie Windows 8.1
Regards,
Blanche Geralde
46313
NETGEAR Support Expert
9/13/2013 5:26:00 PM
Still having problems. I have been able to connect with my Windows 7 notebook but not windows 8 unless I unplug the router every time I start up my computer. Today I lost internet access and had to reset my modem before I could connect. Office depot told me to purchase DLink as I needed it for Windows 8. However, one of your techs said I didn't need that. I can connect with my Netbook Windows 7 without resetting my net gear but not with Windows 8. Yesterday the Technician at Net Gear did get me connected but then this morning not only didn't it work but it had no internet connection with the Modem. Someone from Charter helped me get the modem set and the Netgear. I talked with Microsoft and they said the problem is Net gear doesn't have the correct settings for Windows 8. I notice on Microsoft community message boards that others have been having the same problem with Netgear and Windows 8. The technician at Microsoft and I looked at the firmware downloads for my version of netgear. There are no instructions on which of the 5 downloads I should use. I am a Senior Citizen living on Soc Sec and can't afford to pay for premium services nor should I have to just because of an incompatibility between Net Gear and Windows 8. I am leaving my internet on all day today just to keep my connection but I can't do this all night. Sue B O'Dea
9/13/2013 5:54:00 PM
I forgot to submit my latest case number 21895025 Sue Baldwin-O'Dea
9/13/2013 9:12:00 PM
New attachment has been added to this case via the portal - Scree shots Networks.jpg
9/13/2013 9:13:00 PM
New attachment has been added to this case via the portal - netgear connection.jpg
9/13/2013 9:17:00 PM
The attachment that I just send shows two Netgear applicaions on the settings page and that the connection is public. I don't know how to change that to make it private and how to get rid of the duplicate. I still need to find out how to make the connection without having to turn it off, wait and then turn it back on every time I boot up my computer
9/14/2013 3:33:00 AM
Dear Sue Baldwin-O'dea,
My name is Mark and I will further assist you on this case.
After reviewing the information that you provided, I think I have a better understanding of your case.
I am aware that the wireless connection is not working properly on your Windows 8 computer.
In response to your concern, We strongly advise to try the article listed on the link below:
I will also provide a link from the Microsoft support that can be helpful in isolating this issue. Kindly send us screenshots of error messages that you have encountered while performing the troubleshooting steps.
Wired and wireless network problems
Thanks for choosing NETGEAR.
Regards,
Mark Autencio
Expert ID:74075
NETGEAR Support Expert
9/19/2013 2:53:00 PM
Since I was still having problems by having to turn off the Netgear and then back on after 10 seconds everytime I start up my computer in order to connect, I reread through everything, purchased an addtional ethernet cord to I can start from scratch to connect by using a cord for modem to netgear and netgear to computer. I also, downloaded the recommended firmware. This is what I got -
WNA1100 Setup_v2/1/02, WNA11_v2.1.0.202,
zip file, WNA1100_StandAlone_V1/1/02, WNA1100_V2.1_0.2_ReleaseNote.
I opened the first file to install and my computer went black. I had to restart it twice in order for it to open up. Since that happened, I don't want to try to install any of the remaining files and am uninstalling the first file. I hesitate to try and connect and reinstall the netgear for fear I will completely lose the connection.
9/19/2013 10:33:00 PM
My name is Dante and I will further assist you on this case.
I understand that you are still having issues connecting your Windows 8 computer to your WNR2000v3 router.
Since you already bought another ethernet cable and have connected your Windows 8 computer to your router using this ethernet cable, you do not need to install and wireless adapter driver into this computer anymore; just connect your computer to the router using that ethernet cable everytime you want to go online on this computer.
For us to be able to properly troubleshoot the wireless connection on this Windows 8 computer, please provide us more details:
- Is this Windows 8 computer a desktop or a laptop?
- Do you insert the Netgear USB stick when you want to connect this computer wirelessly?
Thank you for choosing NETGEAR.
Regards,
Dante Ramiro
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Expert ID 74069
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NETGEAR Support Expert
9/20/2013 2:17:00 AM
Using the ethernet to connect to my computer is not the solution. The only reason I purchased it is because of instructions I found on your web page that said I needed it to set up my net gear. Apparently, i was supposed to connect the ethernet from my netgear to the modem and another to connect to my computer to set it up. I can't keep it set up that way because there I no where close to that that I can sit comfortably and use the computer. I would have to sit on the floor in front of the TV. That is not an option. I tried to follow the instructions and got as far as the window where you sign in as admin and use password 'password'. There was supposed to be a link on there for the install wizard but that never appeared. I gave up and just went back to using it online the way I always do by turning off the netgear and my computer then turning the netgear back on and booting up my computer. Apparently, it has to reset everytime i want to connect to the internet.
9/20/2013 8:36:00 AM
My name is Mark and I will further assist you on this case.
After reviewing the information that you provided, I think I have a better understanding of your case.
I am aware that you need to restart the computer before the wireless would work.
In response to your concern, We strongly advise to contact Microsoft support for assistance. To further isolate the issue we can use the wireless adapter in to a different computer to test if it is working. If the problem persist we recommend to process a replacement for the unit.
Thanks for choosing NETGEAR.
Regards,
Mark Autencio
Expert ID:74075
NETGEAR Support
9/20/2013 9:14:00 PM
I spoke to a Microsoft technician who connected with my computer. He looked through the software I downloaded and the installation. He went in to his own computer using his Netgear that was the same version as mine. He was using his windows 8. He found out that there was no way to make it compatible with Windows 8. I just purchased the Netgear in March and I am a Senior Citizen living on Social Security- a very limited income. So, I am not about to purchase a new set. There should have been software to upgrade this to work with Windows 8. I will just continue to turn it off and back on again everytime I boot up my computer to go on the internet. However, I am going to put a complaint with CNet about this lack of software for windows 8.
9/21/2013 4:49:00 AM
My name is Liza and I will further assist you on this case.
After reviewing the information that you provided, I think I have a better understanding of your case.
I am aware that you are you have already contacted Microsoft and you have found out that the router does not a software that supports Windows 8.
For us to be able to provide you accurate recommendations, we need additional details:
1. Is your computer a desktop or a laptop?
2. Do you have a USB wireless adapter connected or plugged on your computer?
3. Do you have any device that is having the same issue?
Thank you for choosing NETGEAR.
Regards,
Liza Brucal
Expert ID 74166
NETGEAR Support Expert
9/21/2013 12:59:00 PM
I have an HP Pavilion Laptop with Windows 8 64 bit. Office Depot told me I needed a DLink adapter with Windows 8. I purchased it but it wasn't any help. Microsoft told me I didn't need that because Windows had it's own adapter. So, I removed the DLink. However the technician at Microsoft checked the issue and said that my Netgear wasn't compatible with Windows 8. He had a version of Netgear that was the same as mine. He tried it with his Windows 8 and said it wouldn't work with his windows 8 unless he did just what I do which is to turn it off, back on and then boot up the computer. It was at that point I decided I would just continue to do as I have been doing as I can't afford to purchase a new one. The Netgear works fine with my Netbook a Gateway with Windows 7. My old laptop, a Toshiba with Windows 7 32 bit worked fine with the Netgear. So, it is the Windows 8 that doesn't work with it. I don't think there is much that can be done. I followed the directions provided and if you look back you can see the software that came up to download and that there were three files. I downloaded the first one. Hooked up the eithernet with the computer and the Netgear followed all the instructions and then reached the point where I put in the password but the Install Wizard option never came up. The Microsoft tech did the same and had the same problem. So, I don't think there is anything more that can be done.
9/21/2013 3:22:00 PM
My name is Majick and I will further assist you on this case.
Unfortunately, you are correct Ms. O'dea, there is nothing else that we could do. We have done all necessary and possible troubleshooting that we could. I do regret to be the bearer of bad news but there is no work around for these kinds of issue.
There is no need to reply to this email.
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Thank you for choosing NETGEAR.
Regards,
Majick Latorre
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Expert ID: 74172
NETGEAR Support Expert
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