Offline Bridge Troubleshooting Guide

Offline Bridge Troubleshooting Guide

Behind a firewall? Before continuing please check here and ensure it's configured for our device.
You will need to contact Eagle Eye Networks support for your bridge or CMVR username and password.

This article is meant for technician or installers.

Connect to the Bridge/CMVR

It is possible that you may run into an issue where a bridge/CMVR is reporting as Internet Offline but you expect it to be reporting as online. Connect directly to the bridge using:

  1.  A usb keyboard and a monitor with an hdmi cable
  2. A usb cable and your mobile phone
  3. A laptop connected to the same network as the bridge and PuTTy (or some other SSH client) installed on the laptop
Connecting via PuTTY
This option requires Windows
  1. Download PuTTY
  2. Ensure your laptop's network interface is set to DHCP
  3. Connect your laptop directly into the CamLAN port of the bridge/CMVR
  4. Run Putty
  5. Enter 10.143.0.1 into the Host Name bar
  6. Enter 22 into the Port Name bar
Some Eagle Eye Bridges/CMVRs will require port 33022.
You may receive a PuTTY Security Alert, select No
  1. Enter the login information provided by Eagle Eye Networks support.
  2. Select Network Diagnostic Info

Once connected to the bridge you will be able to run some diagnostic tests to help diagnose the issue at hand.

1) Login using the username/password provided by Eagle Eye Networks support.

2) Navigate to Network Diagnostic Info and run the test. 

3) Depending on the results follow the below steps.

 
  1. Check the bridge's network connection. If the bridges Wan is a static address the issue is likely caused by incorrect network settings. If this is the case capture wan settings, pictures of other device settings and physical network connections.
  2. Check to make sure the port that the bridge is connected to is enabled. You can test this by plugging in your computer and loading google. 
  3. Check to make sure the cable is good.
  4. Check the model of switch the bridge is plugged into. If the switch is a managed switch (Cisco, Juniper, etc)

IP address but unable to connect to the cloud

The issue is likely the necessary outbound ports are not open. Make sure that the network admin has the network requirements checked off. After verifying all of the necessary ports are open, then contact support with the network settings. 



All tests passed

Escalate to Eagle Eye Network Support



Please Provide:
  1. Bridge ESN
  2. Account Name/Reseller
  3. Capture: Image of network diagnostics
  4. Tech and reseller contact details



    • Related Articles

    • Performing a Bridge Swap

      Bridge Swap A Bridge Swap will replace an offline bridge with a new online bridge.  The attached cameras will transfer to the new bridge on the dashboard.  Please ensure the new bridge is set up on-site exactly like the original bridge. IMPORTANT!!  ...

    • Sony Camera Configuration and Troubleshooting

      This guide illustrates how to configure and troubleshoot Sony camera integration with the Eagle Eye Security Camera System.   Configuration for Sony cameras Adjusting the Streams Image 1:  Main Stream Please ensure that Image 1 matches the following ...

    • Amcrest Configuration Guide

      Amcrest Configuration Guide The guide provides detailed steps on the configuration of Amcrest cameras for use with an Eagle Eye bridge/CMVR.  Step 1:  VPN or log directly into the Amcrest camera.   Click the  button next to the camera in Available ...

    • Hikvision DVR/Encoder Configuration Guide

      Requirements: A Laptop computer that you are able to set the IP address on An Ethernet cable A supported Hikvision Encoder/DVR Custom firmware provided by Eagle Eye Networks Internet Explorer Check here to check if your Hikvision DVR/Encoder is ...

    • New router, Cameras are offline

      Normally when you get another router, you will get another global IP.  First you will have to be connected to the same network as the cameras. To find your new global IP, go to an IP lookup website. ( Like https://www.ping.eu/ )  On the top of the ...