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Troubleshooting Connection Problems



Three common connection problems can occur:

  1. At your PC, when you ping the DVR IP address, you receive a “Reply from …” response and packet data is good, but cannot connect to the software in the DVR.
  2. At your PC, when you ping the DVR IP address, you receive a “Reply from …” response and packet data shows errors.
  3. At your PC, when you ping the DVR IP address, you receive a “Request timed out” reply, or “Reply from …” with packet errors.

When ping’ing the DVR, the PC must be setup on the same physical LAN and be configured with the same subnet address (3rd octet of the IP address) as the DVR.

If the troubleshooting suggestions included here do not resolve the problem, please call Supercircuits Support at 800-335-9777 for assistance.

4.1 Ping DVR returns “Reply from …”, packets data good, but cannot connect

Scenario: When you issue a ping command to the DVR IP address, you receive the message “Reply from …” . But you cannot connect to the DVR with a remote viewer, such as MClient, or a browser based viewer.

To Fix: In this scenario, a good way see if your new DVR IP address is in conflict with another device on the network is to remove the Ethernet patch cable from the back of your DVR and ping the DVR IP address. If the message “Request timed out” appears, there probably isn’t another PC or device on the network using the same IP address you are using for the DVR.

Check the network settings used for the connection to the DVR with your remote viewer, including the port settings, if any. Also, recheck the network and port configuration in the DVR. Re-initialize the DVR by powering it off, and then on again. Retry the ping command. If successful, retry to connect to the DVR with a remote viewer.

If, after disconnecting the Ethernet cable from the DVR, you still receive a “Reply from …” message after sending a ping command, another device on the network is already using that IP address. To

4.2 Ping DVR returns “Reply from …” with packets errors

resolve this condition, find an unused IP address on your network and configure the DVR with it, ping that address from your PC, and test the connection to the DVR with a remote viewer.

Scenario: When you issue a ping command to the DVR IP address, you receive the message “Reply from …” . But errors are present in the returned packets, or packets are lost.

To Fix: This problem could be due to bad Ethernet cables or bad DVR Network Interface Controller (NIC). Check the Ethernet cable connection on the back of the DVR. If the connections are good, replace the cable and retest the connection.

When you “ping” the DVR, see if the green LED blinks:

  1. If the LED does not blink, the DVR’s NIC card may be bad.
  2. If the LED blinks, check the network IP address, gateway, port, and subnet mask configuration of your DVR.

4.3 Ping DVR command returns “Request timed out”

Scenario: When you issue a ping command to the DVR IP address, you receive the message “Request timed out” response.

To Fix: This problem could be due to bad Ethernet cables or bad DVR Network Interface Controller (NIC). Check the Ethernet cable connection on the back of the DVR. If the connections are good, replace the cable and retest the connection.

When you “ping” the DVR, see if the green LED blinks:

  1. If the LED does not blink, the DVR’s NIC card may be bad.
  2. If the LED blinks, check the network IP address, gateway, port, and subnet mask configuration of your DVR.

If everything works after reconnecting, re-checking, and re-testing the DVR with the ping command, proceed to step 8. Otherwise, continue with step 1 below to test the DVR using an Ethernet crossover cable.

1. Disconnect the LAN cables from your PC and DVR, and connect the PC LAN port directly to the DVR LAN port with an Ethernet crossover cable. (An Ethernet crossover cable is usually available at a good electronics retailer.) This hardware setup simplifies the network by isolating your DVR and PC from the router and other LAN and WAN (Wide Area Network) devices.

Tip: Never use a Ethernet crossover cables for final installation or for connecting a router to a modem. Use Ethernet patch cables between the DVR and the router, and between the router and the modem.

2. At your PC, click Start and select Control Panel.

3. In the Control Panel select Network Connections.

4. Right click Local Area Connections and select Properties.

5. Double click the Internet Protocol [TCP/IP] entry.

  1. Record the current (operational) network settings for your PC in the following table.
  2. Obtain an IP address automatically. OR Use the following IP address:IP address: _____._____._____._____

    Subnet mask: _____._____._____._____

    Default Gateway: _____._____._____._____

  3. Select Use the following IP address and enter:IP Address: 192.168.1.100

    Subnet mask: 255.255.255.0

    Click OK

6. At the DVR, open the network configuration settings window.

  1. Record the current network settings:IP address_____._____._____._____

    Subnet mask_____._____._____._____

    Port_____

  2. Change the DVR network settings to the following:IP Address: 192.168.1.30

    Subnet mask: 255.255.255.0

    Port: 8000

    These settings are for test purposes only.

7. At the PC, open a DOS window and ping the DVR using the command: ping 192.168.1.30. The expected response with the “Reply from …” message is shown in the following window.

  1. If you received a “Reply from …” response from the ping command, your PC, crossover cable, and DVR are all working properly. Here, the connectivity problem with the DVR in the LAN may be a result of DVR network settings, router settings, or other devices on the LAN. Do the following:
    1. Talk with your IP provider and verify that the IP address, subnet mask, and gateway settings used when the DVR was on the LAN are correct.Reconfigure the DVR network settings for use on the LAN.

      Disconnect the crossover cable and reconnect the DVR to the LAN.

    2. Check your router’s LAN and power cables and connections and make sure they are working properly.
    3. At your PC, open the Internet Protocol (TCP/IP) Properties window and return the network settings to those used before the crossover cable test (recorded in step 5).Disconnect the crossover cable and reconnect your PC to LAN.
    4. At your PC, use the ping command and/or other methods to test the connection to the DVR. If you still cannot connect, call Supercircuits Support at 877-995-2288.

    If the response to the ping command is “Request timed out”, recheck the steps above. Verify that the crossover cable is good. If the problem persists, call Supercircuits Support at 877-995-2288.

8. After a successful connection is established between your PC and the DVR on the LAN, install your DVR Remote software and verify that you can view video from the DVR on your PC. See Table 3.