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VMAX IP Plus Network Troubleshooting

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VMAX IP Plus NVR Network Issues and Troubleshooting

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Affected Roles:  Administrator

Related Digital Watchdog VMS Apps:  C3CMS

Complexity:  Medium to High

Last Edit:  March 12, 2020

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Troubleshooting VMAX IP Plus Network Issues

When connecting to VMAX IP Plus using a mobile application or from a computer, communication between the devices is dependent on network connectivity.  Networks are typically comprised of two main parts:

  • Local Area Network (LAN)
    • Example:  192.168.1.90 or 10.0.0.2
  • Wide Area Network (WAN / Internet)
    • Example:  47.180.64.226

The type of network connection determines how devices can connect with an NVR, as well as how to troubleshoot any network issues that may occur.  For example, the use of an internal LAN address will only allow connection to the VMAX IP Plus if the connecting device is on the same internal LAN as the unit.

This article will describe the common network connection problems and how to troubleshoot the issues, depending on the type of network connection that the issue is occurring on.

Note:  It is recommended that you are onsite when troubleshooting network issues.

Note:  If you have not completed the Network set up process, please read Network Setup For The VMAX IP Plus

Supported/Affected Devices

  • VMAX IP Plus Series

Common Causes of Network Issues

  • Power interruption
  • Changes to the router
  • Changes to the Internet Service Provider (ISP)
  • Router or Network Hardware Issues

Default Settings

Network setting information for the VMAX IP Plus can be found within the Network Menu of the NVR.

The following information is the default Network and System settings of the VMAX IP Plus:

  • Local IP Address:  192.168.1.160
  • Subnet Mask:  255.255.255.0
  • Gateway:  192.168.1.1
  • TCP/IP Port:  9010
  • Web Port:  80
  • Integrated PoE Switch Ports:  18001 – 18016

 

Wide Area Network (WAN) or Internet Connection

A common issue that users may encounter when trying to connect with their NVR, is being able to connect and monitor camera streams only while onsite, but not while they are away.

If a user is trying to connect with a VMAX IP Plus from an outside location, the NVR requires an unhindered Internet connection to communicate with the outside device, as well as Port Forwarding permissions through the router.

If you are encountering problems connecting over WAN:

  1. Make sure that the connection information that you are using is correct.  Confirm that the Public IP Address or URL (DDNS) that you are using is correctly entered into your viewing application.
  1. Confirm that the TCP/IP Port, Web Port, User ID, and Password are also correctly entered into your viewing application.
  1. If you are onsite and using a Public Address (WAN) in the form of either a Public IP or a DDNS address, confirm that you are not connected to Wi-Fi (LAN) and are using an external network.  An external network can be the use of the mobile data network (4G/5G) as well.

Port Forwarding Status

To check the Port Forwarding rule(s) status, open a browser on a local computer that shares the same network as the VMAX IP Plus.

  1. Visit CanYouSeeMe.org (https://canyouseeme.org) or another port checking website of your choice.  In the Port to Check box, enter the TCP/IP/Mobile Port number (located in the NVR’s Network menu), then click Check Port.
  1. Enter the Web Port (located in the NVR’s Network menu), then click Check Port.

This site pulls the Public IP Address of the router and allows you to test port forwarding rules.  You will want your ports to show successfully open.

  1. If the status shows an error or failure during the port check, Reboot the NVR.

If the network issue was caused by a power interruption, power-cycling the NVR may re-establish network communication with the router.  Check the port status again after the NVR completes its reboot.

If any of the ports show closed, or you are still unable to connect remotely over the WAN, confirm that your VMAX IP Plus is still communicating over LAN and that there are not typos in the Port Forwarding Rules(s).  If Port Forwarding was not set up on the router, please read Network Setup For The VMAX IP Plus.

Otherwise, proceed with troubleshooting the Local Area Network (LAN) connection.

Local Area Network Connection (LAN)

When encountering external connectivity issues with a VMAX IP Plus, it is a good idea to verify if you have the ability to connect internally as well.

Before the NVR communicates over the Internet, it connects with local devices within the Local Network (LAN).  Examples of local devices are computers, phones, tablets, and any other devices within the same network as the NVR. 

While connected over the Local Network, these devices can communicate without the presence of an external network (WAN) connection.

To connect with the VMAX IP Plus over LAN:

  1. Confirm that you are using the NVR’s Local IP Address (located in the NVR’s Network menu).

If you are using a Public Address (WAN) in the form of either a Public IP or a DDNS address, you will not be able to connect to the NVR by Wi-Fi (LAN) or with an ethernet (LAN) connection.  This is because the use of an external (WAN) address will not allow communication with internal (LAN) devices.

Testing LAN Connection

If you have a computer connected to the same LAN as the VMAX IP Plus, open a web browser and enter the NVR’s IP Address into the address bar.  If the NVR has been assigned a Web Port value of anything other than 80, you will also need to specify the Web Port value in the address bar.

Example:

NVR IP:  192.168.1.90

Web Port:  8245

Example URL for connecting from a browser:

If the address is entered correctly and the VMAX IP Plus is communicating over the LAN, the NVR’s Web Viewer will display.  The User ID and Password will be the same login that is used at the NVR as well (Default:  admin/--- (no password)).

Note:  Please be aware that the Web Viewer requires the use of the ActiveX plugin "WebACS" to stream video to your browser. Use of Internet Explorer is recommended viewing streams from your browser is intended. Otherwise, you should still have access to the NVR's menus and settings.

Alternatively, you may test the LAN connection from a mobile application (VMAX Plus or DW Mobile+).

Reconfiguring The Network

If you are unable to connect with the VMAX IP Plus over LAN, have rebooted the NVR and the issue persists, or have not completed the NVR’s Network set up process, you may need to reconfigure the Network settings of the NVR.  Otherwise, there may be an issue occurring with the router or other network hardware causing the connection interruption.

Please refer to the following article:

Network Setup For The VMAX IP Plus

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  • 12-Mar-2020
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