Alert Security Systems

[UselessS]

uptown, I just replied to your other thread...your issue does seem more PC/app-centric...but the router log may still give a clue as it impacts your network.

[Robear777]

This issue is mentioned in two threads and I'm also having this problem so I'm pasting my comment from the other thread:

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I have an Apple Airport Extreme and use Comcast for my Internet. It doesn't matter if I use the commander software on my computer or the Logitech app on my iPad: If I use Logitech software to view my cameras it will eventually crash my router.

I believe that the software causes the cameras to start sending high quality video feeds to the alert system on the Internet but nothing tells the cameras to stop and that Comcast eventually shuts down my connection.

If that is the case then Logitech needs to provide a way for the user to shut down the video stream. I pay nearly $90 per year to remote view my cameras but if they are going to crash my router soon after my first remote use then Logitech really should refund me and others.

Right now the viewer software always leaves my system in a state where my router will crash. I know that Logitech can do better.

[UselessS]

So what does your router log tell you ? 

[Robear777]

I’m not going to intentionally crash the system right now as others in my house are depending on it, but I will take a look at the log next time I have an open window (perhaps tomorrow afternoon). Right now the log is full of information about: associations, disassociations, connections, installed key supplicants, rotated ccmp group keys, various timeouts, dissociations, bindings, clock synchronization and more. Hopefully I can still connect to it after the next Logitech induced crash. My current logging level is “5 – Notice”, I’ll up that to “7 – Debug” in hopes that it will provide you with something useful.

[Robear777]

Okay, I’ve looked at the router logs and there’s no useful information there. Upon further examination it appears that the problem is with the cable modem. Normally when I reset my router my cable modem is reset at the same time because they are on the same switch. This time I tried just resetting the router and my network did not come back, but it did return after the cable modem was reset.

A few other things that I noted: When the Logitech powerline adapter (or whatever it is called) is working normally it has a set of lights that are solid and a set of lights that flicker:

Top of adapter – Solid amber with green flickering

Front of adapter – Solid green with blue flickering

* This appears to be the state when all is functioning properly

As the images are streamed to the Logitech Commander or the Alert App

Top of adapter – The amber eventually disappears, then occasionally flickers and slowly the flicker becomes more erratic. Eventually all of the cameras go offline in the various viewers

After the network crashes

Top of adapter – Solid amber & solid green

Front of adapter – Solid green & solid blue

Once again from my original note: “I believe that the software causes the cameras to start sending high quality video feeds to the alert system on the Internet but nothing tells the cameras to stop and that Comcast eventually shuts down my connection.”... I don't know what to make of the solid lights on the Logitech adapter yet I've noticed this before after the network crashed.

Apparently, this is not a case of Logitech’s software crashing my Airport Extreme Router yet use of the Logitech software always leads to my Comcast internet connection crashing and I suspect that I’m not the only one. BTW, I'm not sure if there is a way I can get logs from the Comcast modem; if you know of one then I'll be happy to give it a try.

Any help you can provide with this is greatly appreciated. FYI, when I first got these cameras they didn’t have this problem. I believe that the problem started early last year (sorry I didn’t report it right after noticing it).

[CatLogitech]

Hello Robear777,

You can figure out if it is comcast or not, though it should not be.

Unplug the internet from your router and run the cameras again and see what happens.

[UselessS]

I don't think any of your cameras would stream to the internet without you requesting a specific camera to stream via the alert.logitech.com web site or from phone app.  Have you talked to your ISP about the issue ?  They are the ones that could see what is happening with the modem ( which belongs to them I assume )...and maybe they would just replace it.  This issue is certainly not common...so I'm not sure anyone here can help much...your ISP tech support should be able to tell what the issue is if not fix it.  Anyway, that's my 2 cents...others may have some different ideas/suggestions.

Edit : Just saw Cat beat me to the posting...good idea Cat.

[Robear777]

>> You can figure out if it is comcast or not, though it should not be. Unplug the internet from your router and run the cameras again and see what happens.

Cat, I’ll try that out later tonight when my family is done using the Internet for the day. FYI, I’m clearly not the only having a problem as there are three other reports in this thread which is why I figured it’s not something unique to my configuration (that’s the only reason I brought my notes to this thread).

I believe that there is a clue in the way the Logitech homeplug network adapter is behaving as all four of the lights on it are solid and non flickering. I highly suspect that that should never be the case and have found that is only the case when my network has been crashed by the Logitech alert system.

>> I don't think any of your cameras would stream to the internet without you requesting a specific camera to stream via the alert.logitech.com web site or from phone app. Have you talked to your ISP about the issue ? They are the ones that could see what is happening with the modem ( which belongs to them I assume )...and maybe they would just replace it. This issue is certainly not common...so I'm not sure anyone here can help much...your ISP tech support should be able to tell what the issue is if not fix it. Anyway, that's my 2 cents...others may have some different ideas/suggestions.

Usel...journeyman, I’m very happy with my Comcast modem which is part of their triple play system and used by many of their customers. It operates without failure until I start to use either the Logitech Command software or the Logitech Alert app to view my Logitech cameras. Then it operates just fine for awhile but will eventually slow and eventually crash my network. The only clue so far are the solid lights on the Logitech homeplug network adapter. More than likely, if a device need to be replaced then that is probably it; then again there are three more users in this thread that appear to have a similar problem. Regardless, I will try Cat’s recommendation later tonight and post the results in the morning (or whenever my wife screams about the network being down ‘-)

[David001]

I have exactly the same problem. My internet connection is also down about 2-3 times a day. This never happened before I plugged in the Logitech Alert camera. Sometimes the connection will return itself after about 15 seconds, sometimes I have to reboot the router and also all connected computers. Anyway, I always have to pull out and connect the homeplug network adapter to get back the connection to the camera for it  never reconnect itself.
 

I have a Speedtouch 716G router connected to ADSL in Sweden.

This is very annoying for the moment so I hope someone can find the root cause of the problem.

[Robear777]

I went to try Cat’s test late last night and got reamed by my wife for intentionally taking down the network without telling her first; OOPS, apparently my son normally falls asleep while listening to his Logitech Squeezebox and it doesn’t work without a network (DOH!!!)... Unfortunately the crash isn’t immediate; it happens within hours of using the Logitech software (making testing a long wait-n-see process). Once again, I will give Cat’s test a try but this time I’ll wait until after midnight so I won’t get around to it until late tonight.

David, have you tried disconnecting the Logitech homeplug network adapter (going without cameras for a day or two) to determine if stability returns. I’ve never had problems just having the equipment installed; all of my issues start within hours after using the Logitech software to view live streams from my cameras.