Support Portal
            Knowledge Base Eagle Eye Support Eagle Eye Cloud VMS Bridge Troubleshooting Bridge Troubleshooting

            Offline Bridge Troubleshooting Guide


            Behind a firewall? Before continuing please check here and ensure it's configured for our device.

            Connecting via Monitor

            It is possible that you may run into an issue where a bridge/CMVR is reporting as Internet Offline but expect it to be reflecting as online. The most effective way to troubleshoot this, would be to have a monitor and USB keyboard that you can run to the bridge itself and run some diagnostic tests.

            1) Log into the bridge with the username admin and the password (last 5 digits of bridge serial number and for security reason the password will not show up when typing). 

            2) Navigate to Network Diagnostics and run the test. 

            3) Depending on the results follow the below steps.

             

            No Link Detected

            Check network connection. If static address the issue is likely caused by settings not matching what they are connected to. If this is the case capture wan settings, pictures of other device settings and physical network connections.

            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. 

            Check to make sure the cable is good. 


            IP address but unable to connect to cloud

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


            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
            7. You may receive a PuTTY Security Alert, select No
            8. Enter the username as Admin, hit the Enter key
            9. Enter the password which is the last 5 digits of your bridge serial number (EEN-BR***-12345) and hit the Enter key
            10. Select Network Diagnostic Info


            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


            Updated: 09 Apr 2019 06:43 AM
            Helpful?  
            Help us to make this article better
            0 0