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Advanced network troubleshooting

 

 

Advanced Network Troubleshooting

(requires network admin access)

Step

Problem

Troubleshooting Steps


Cannot ping DCM Server from the local network

  1. If local firewall rules are in place, check whitelist sources and ports are active as per list in setup user interface.

  1. Check OpenVPN status on the local router, ensure VPN client reports as connected.  If not, check the client is using the config file, check the IP range then re-download the file and load it.  Check VPN client logs if available.

  1. Contact DCM support to check server logs.


Cannot ping local router/gateway from DCM VPN server

  1. If local firewall rules are in place, check whitelisting of sources and ports is active as per list in setup user interface.

  1. Check OpenVPN server logs on the router if available for a specific error. 


VPN connection is established and traceroute is working.

Ping succeeds to the router / gateway itself but fails to cameras that are known to be online and or you are unable to capture a camera image to calibrate. 

  1. Check access to DCM systems from the client router itself.


Go to the routers troubleshooting option if possible, typically Systems > Administration
Click on Diagnostics to bring up the ability to ping/trace route IP addresses and look for issues.

  1. Check firewall rules on the gateway router.    


Typically, in a menu like, Network > Firewall > General Settings
Temporarily relax restrictions suggested below:

i)                    Ensure that zone forwarding is enabled across WAN, LAN and especially VPN (OpenVPN) between all sources with the default forwarding action set to accept.  Retry ping or camera image capture.


ii)                  Enable masquerading for OpenVPN sources and retry ping or camera image capture.

  1. Try relaxing ping Traffic Rules


Under allow ping set to any source zone and set destination zone to any, change icmp type to any

  1. Try adding a static route


In the Routing section, add a new route

Routing table: main
Interface: LAN
Destination: IP of DCM VPN host IP
Netmask: 255.255.255.0

Default gateway: <Routers local IP>
Then retest connectivity.