Alert Security Systems

[dejola]

Set up my single B700e and I'm able to see it on my local network. However, when I go to http://alert.logitech.com and enter my email address and password instead of seeing what my camera is seeing I get a message that says "This site has no cameras online." When I contact Logitech support they tell me that in all liklihood the problem is either anti virus software or, more likely my router settings. My ISP is Verizon FIOS and I am using an Actiontec MI24WR wireless router/modem. I contact Verizon and they hand me off to Actiontec. Actiontec wants to know the ports involved and my cameras IP address and suggest that I call Logitech to get that information. But when I call Logitech is gone for the night.

Has anyone else run into this problem and have an Actiontec MI24WR router/modem and Verison FIOS?

Any help will be appreciated.

I just set this camera up today and have had to call Logitech three or four times. To their credit they were very cooperative and helpful. I twice sent them diagnostic reports and within a short tome they got back to me with solutions.

[kidjan]

What color are the LEDs on your camera?

[dolby]

The IP address you use is the computer's IP address and if you go in the help section of the Alert Commander then search for firewall requirements you can see all the ports that need to be opened/forward.

[dejola]

I am about to throw in the towel and return the camera. I have spent most of yesterday and today fooling around with this camera and talking to Logitech, Verizon FIOS, and Actiontec without a solution. Here is my situation:

I have an IBM Thinkpad Z61M running Windows 7 Ultimate Edition. I have installed the Commander software on it.

I have an Actiontec MI24WR modem/router.

I have a TrendNet TPE-S44 PoE switch.

I have the B700e camera.

I have an ethernet cable running from the PoE switch to the router. The cable is plugged into port #8 on the brear of the PoE switch.

I have another ethernet cable running from my Thinkpad to Port #7 on the PoE switch. 

I plug the supplied cable into one of the PoE ports on the PoE switch.

I plug the other end of this cable into the camera.

Commander finds the camera. Great video quality by the way.

I go to http://alert.logitech.com and enter my email address (created specifically for this camera) and password.

The response I get is "No cameras are connected to this site."

Most of the tech support people at Logitech seem to believe that the problem lies with the settings on the Actiontech router.

When I call Actiontech they want to know the ports that are used by the camera. They also want to know the CAMERA's IP address. I don't have that information. They say call back when you get it. Logitech gives me the ports but cannot tell me what my camera's IP address is or how to find it. I do a diagnostics report and see something that says Camera IP Address

169.254.223.209. I call Actiontec back and provide the ports and IP address. They tell me that is not a valid IP address. It's just a place holder because my router's DHCP didn't issue an IP address for my camera. They don't know why and neither do I. So nothing is accomplished and I still cannot view camera at http://alert.logitech.com.

One strange thing that happens is that if I remove the cable connecting my Thinkpad to the PoE switch and plug it directly into the Actiontec router I lose the Commander video image. In other words my Thinkpad needs to be wired to the PoE switch and not to the router.

I was supposed to install this camera at a friend's house on Thursday and have been testing it at my home first. I will try the install Thursday and maybe all of this will be academic if it turns out that the camera plays well with his Lynksys router and I am able to view the video via http://alert.logitech.com.

So, as things stand right now I don't know where to turn. I may end up just returning the camera and the PoE switch and just go fishing until I cool down. I am totally spent.

Thank you for pointing me to the help section in Commander. Oddly I never thought of that and none of the tecjs mentioned it either.

Do you relly think the IP address I need for Actiontec is my Thinkpad's IP address?

Thanks again.

[dejola]

Green. Unless I disconnect the cable from the camera. Then they go from white to blue to maybe yellow, and then to green. It's hard to tell green from yellow,though.

[BeastCompany]

Hello dejola,

 The support personnel at actiontec probably wants to perform a port forwarding routine and that is why they are asking for the IP Address of the Camera. This is not hard to find.

 Do the following :

 1, Open the command prompt and type in arp -a

 2, The Mac address can be found on the Camera where you plug the ethernet Cable into. The above command should show the ip address that is assigned to that mac address.

 3, On your Router/Modem, open these ports (udp 1900 and tcp 1935, tcp 1936)

 4, On your Router/Modem, disable the firewall(temporary) and also any anti virus softwares including your windows firewall.

 The problem you seem to be running into is that the Camera is able to work locally, it is not able to go outside to the internet where you would be able to see the Camera remotely. The Above two ports are responsible for accomplishing this very task.

 Try those and let us know how it goes so we can look further and try to find a resolution.

 Also, is this Action Tec Router/Modem that you have...is it a combo or are they two different devices like a router + Modem?

[dejola]

Thanks for your response. It was kind of you.

I did the arp -a thing but my camera's Mac address is not among the several IP addresses listed. Under Physical Address two of the IP addresses in my list have only ff ff ff ff ff ff. In other words no Mac address.

Thanks again.

[dejola]

MY Actiontec is a combo modem/wireless router Model #MI24WR.

So as of now I still do not know my camera's IP address.

[dolby]

Can you do this setup?

Computer---ethernet cable---->router (make sure to turn off the wireless on your computer while using the ethernet connection)

camera--->PoE switch--->router (try and use the 20' cable and have the camera in the same room)

Try this and see how things go. Usually when you do port forwarding you use the computer's IP address because once you add more cameras it will get too complicated and also the camera's will get different IPs if they disconnect and reconnect.

What is the PoE switch you are using?

[UselessS · Accepted solution]

@dejola, as I mentioned in the other thread, it sure "smells" like you may have the ISP line plugged into a LAN port instead of the WAN port on the router...as the IP you mention sounds like an IP the ISP may be providing to the router...and if plugged into a LAN port, all your devices fight over that IP.