Troubleshooting
32
Powerline PassThru Adapter
If You Do Not See All Your Devices with the NETGEAR
genie
If you click the Refresh icon on the NETGEAR genie Powerline map and you do not see all
the devices that you expect, some Powerline devices might be using different encryption
keys. If the encryption keys are different, do one of the following:
• Reset your Powerline devices to their factory default settings, then set the encryption key
for all of your Powerline devices.
• Connect your computer to one Powerline device at a time and use NETGEAR genie to
set the encryption key for each device.
If You Do Not See the Powerline Icon on Your Network
Map
If you navigate to the Network Map on NETGEAR genie and you do not see the Powerline
icon, try these troubleshooting tips:
• Make sure that you have the latest version of NETGEAR genie installed. Some older
versions of NETGEAR genie might not support Powerline products.
• Temporarily disable your antivirus software and relaunch NETGEAR genie. Your
computer’s antivirus software might be blocking the Powerline communication protocol.
Symantec Endpoint Protection
The antivirus software Symantec Endpoint Protection v11.0.5002.333 filters the NETGEAR
Powerline network traffic and prevents Powerline devices from appearing on the Network
Map. To allow Powerline network traffic to pass through the Symantec Endpoint Protection
filter, you must add a firewall rule to the filter.
Note: Symantec Endpoint Protection v12.0.1001.95 does not have this
issue.
To add a firewall rule for your Powerline devices:
1. Open the Symantec Control Center and click the Options button under Network Threat
Protection.
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