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Few Issues Configuring TVI based system.
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TroubleFreeSecurity
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February 14, 2016 - 11:37 am
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Hello!  So, this is my 2nd time writing this post, and I’m hoping I don’t leave anything out.  Some reason my last post just up and vanished. 

Let me start off by saying, I’ve installed numerous systems from Security Camera King, and I’ve never had a failure, or any issue up to this point.  The only difference is this is the new TVI technology, and I sure hope this is just a learning curve for me, and not an issue with the technology, as it is extremely affordable and produces excellent images.  –back to the issues at hand–

 

First let me detail what hardware is in use, and then I’ll go over the 2 problems I am having.

Hardware In Use:

DVR: Product# TRIDVR-PRE8ME

Router: Netgear WNDR3700v4  Running Latest Firmware: 1.0.2.80

Provider: Comcast

Issue 1 – The Main Issue:  Email alerts will NOT send. 

I wrote tech support about this last week and got a few solutions dialed up, as well as a few of my own.  However, yesterday when I went to my clients house and I implemented all of our solutions, nothing worked.  I’ve updated the router to the latest firmware, triple checked the sending information.  Tried different emails, personal, AOL, Yahoo, other Gmails.  All of them instantly return the same error.  I’ve got use less secured apps in Gmail set correctly. You can see the pictures below to see how I want to have it setup, and the error I’m receiving.  The reason it’s on receiver 2, I rather my spam email be shown to the world and not my clients email.

I’ve opened all ports to the DVR that it could possibly be using, and even went as far as setting it to DMZ to make sure no ports were blocked.  I was in talks with Comcast to ensure they don’t have any ports blocked, and they have a few, but none that we are using. 

What else could be causing this email failure?  How can I remedy this?  My client wants email alerts and I’m struggling on this new Prime series box to figure out why it won’t send it out.  On my Elite boxes, I’ve never had any issues with it.  The list is setup a little different on the DVR and remote software, but unless I’ve looked at the problem too long, it appears to me I have everything correct.

As far as issue 1 goes – I’m personally thinking it must be my clients router.  Thoughts?

 

Issue 2 – Annoyance Issue: Network not identifying itself.

You probably read that and think, “what?”  Let me explain.

When using the mobile apps, in this case, Guardian Expert, I usually put the clients EXTERNAL IP address in “68.32.xx.xxx”.  This has worked 100% of the time, up to this one install.  The External IP works if you are NOT on the home network.  All cameras load, you can view play back and live, everything works perfect.  As long as you are NOT on the HOME network.  If you connect to the home network w/ your mobile device, load up Guardian App, you can only view PLAYBACK and not LIVE feeds.  It gives error “Connection Failed”.  However, if you log into the home network AND change the mobile app IP to connect to the DVR by the internal IP address (192.168.1.xxx), both live view and playback works.   So I know the ports are open, cause its transmitting.  And I’m assuming this is also a router issue, as it isn’t fully recognizing itself as the external IP, and is having issues transmitting its data back to itself.  I sure hope that I explained that confusing scenario in the best way. 

My guess on issue 2, is same as issue 1: There must be a problem with this router. 

 

I look forward to any advice or assistance you guys can put forward.  Thank you all for your time.

 

Matt B.

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Dan Maresca
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February 17, 2016 - 7:04 pm
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Hi Matt,

 

I would not say there is a problem with the router. It s just not intelligent enough to use it’s external IP internally. It is very common on residential routers, or routers that are 110$ or less. The fix or work around is to add two devices in the app. Have one setup with local IP and the other setup with the public IP.

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February 17, 2016 - 10:12 pm
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Dan Maresca said
Hi Matt,

 

I would not say there is a problem with the router. It s just not intelligent enough to use it’s external IP internally. It is very common on residential routers, or routers that are 110$ or less. The fix or work around is to add two devices in the app. Have one setup with local IP and the other setup with the public IP.

Thanks for the reply Dan.  

 

I’ve been in talks with other tech support trying to get the email issue fixed.  SCK support was able to connect to DVR input their information in the email sent….  I’ve tried with my account and still can’t get it to work.   I want to pull my hair out over this issue.  Cause I just cannot comprehend what I could possibly be entering in incorrectly.  

 

As for the router not identifying itself, this is exactly what I thought it would — a cheaper residential router without the full capabilities of routing back to itself.   So glad to hear with cheaper routers that can be the issue. 

 

But as I said, still fighting the email problem 🙁

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February 18, 2016 - 9:17 am
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Morning Matt, 

 

I was the tech that sent you the email stating that I put my email address in and got the email verifying my settings were correct. I also sent you an image showing you this.

Also, I mentioned to you that your using all AOL emails, the only Gmail email in the settings is the Username. You need to use Gmial for the sender as well, and more than likely the receiver. I suggested that you test it with Gmail and not AOL email addresses, was that done? 

Thank You. 

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February 18, 2016 - 10:47 am
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Heath Phillips said
Morning Matt, 

 

I was the tech that sent you the email stating that I put my email address in and got the email verifying my settings were correct. I also sent you an image showing you this.

Also, I mentioned to you that your using all AOL emails, the only Gmail email in the settings is the Username. You need to use Gmial for the sender as well, and more than likely the receiver. I suggested that you test it with Gmail and not AOL email addresses, was that done? 

Thank You. 

Hi again Heath!  Yes, I got your email and I did see the image.  I sent you a reply email about it.  But I’ll put some details on it here as well.  I understand sender must be same as username, and I just didn’t update both sections once I stopped testing.  But I assure and promise you I have tested both.  

I’ve tried having the email send from 1 gmail to another gmail, and I still get same error.  Same error when I try sending from gmail to AOL.  or Aol to Aol, Aol to gmail.  Which is why I’m so dumbfounded as to why I’m having this issue.  Once I got your email showing it worked, I was excited to put in all the correct info again.  Sadly, I got the same results.  

I’ve used the Gmail acct on two other DVRs that use the Smart PSS software, and it works fine.  However on this DVR using the CMS software i can’t get it to work Cry.

So I want to list all the steps I’m taking and maybe we can find the issue:

1) I logged in w/ the CMS software.  
2) Went to Remote Configuration 
3) Go to Event, expand the category 
4) Click Email
6) Password: ********* (In email I did give you PW, so you could see exactly what the issue was) 
7) Click Sender – Click MODIFY – Inputted username and address of SENDING account: tfscamalerts@gmail.com
8) Click Receiver 1 – Click Modify – Input the email I’d like to receive the email: mattc82678@aol.com OR my gmail CottonEyeJoe104@gmail.com (just using mine to test, will update w/ clients once I can get all of this figured out. 
9) Click Apply
10) Click Test
11) Error Received

 

Once I get home from work tonight if we still don’t have it figured out, I’ll make a video of exactly how I’m updating it, and maybe you guys can see where I’m making this mistake at.  

 

The issue shouldn’t and can’t be the AOL account receiving, as I’ve tried receiving to both GMAIL, and AOL. 

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February 18, 2016 - 10:55 am
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I wanted to add a few things: 

1) I’ve tried updating the USERNAME to usernames on the DVR (such as admin), that didn’t work.  So I went back to using just email there. 

I took a screen grab to show how its currently set… 

 

I do want to thank Heath and Arthur for their patience and helpfulness in this confusing and difficult process for me.  

http://i.imgur.com/LhQVgYg.jpg

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February 18, 2016 - 12:38 pm
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Instead of logging in through the CMS software, try using the web interface via Internet Explorer. 

That is how I did it and got the email successful… Only thing else I can think of. 

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February 18, 2016 - 1:44 pm
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Since you are getting an error you could also be black listed.  go to MX tool box.com and then black lists and see if the public ip of the location comes up on any server. If it comes up on any of them you will not be able to get email to work until that is fixed. 

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February 18, 2016 - 10:22 pm
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Dan Maresca said
Since you are getting an error you could also be black listed.  go to MX tool box.com and then black lists and see if the public ip of the location comes up on any server. If it comes up on any of them you will not be able to get email to work until that is fixed. 

Heath Phillips said
Instead of logging in through the CMS software, try using the web interface via Internet Explorer. 

That is how I did it and got the email successful… Only thing else I can think of. 

 

Thank you both for your posts.   

Heath – I tried the web browser, still didn’t work.  Then I went looking into what Dan brought up.  

Dan, I went to the website and under BlackList I get 3 X listed.  

So is that true if it appears on ANY it won’t allow it?  I had my client call Comcast, and they don’t “normally” change IPs.  I can meet with him on the weekend and get Comcast to probably give him a new IP, but I know they like to charge money for things that cost them a click of a button. 

In the mean time I’ll write all the Xs, and see if I can get them to unlist it. 

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February 18, 2016 - 10:46 pm
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Decided to check it against my IP (since I’m also w/ Comcast), and I have same 3 blocking.  I’m ABLE to send emails out w/o any issue.  I went ahead and wrote the 1 that allows me to do, the other 2 request the removal request to come from Comcast themselves.  So I can see this being fun.  

 

This entire situation is just insane and rather depressing.  I’ll get to break the more bad news to my client tomorrow.  

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February 19, 2016 - 9:46 am
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Morning Matt, 

Thank you for the update. I am really not sure what else to do here, everything worked with my email address, so we know this is not a hardware issue. 

I will test on my side to see if there is something we may be missing, but again your DVR worked with my email address. 

Also, what are you looking for? What do you want to trigger the emails, motion? Thanks. 

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February 19, 2016 - 10:52 am
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Heath Phillips said
Morning Matt, 

Thank you for the update. I am really not sure what else to do here, everything worked with my email address, so we know this is not a hardware issue. 

I will test on my side to see if there is something we may be missing, but again your DVR worked with my email address. 

Also, what are you looking for? What do you want to trigger the emails, motion? Thanks. 

My client wants emailed alerts on CAMERA 1 (garage) to be sent to his email anytime there is motion.  I feel I got everything setup for it to work, I just need to get the email thing straightened out. 

 

I wish I had a better reasoning/explanation as to why this is happening to help us both solve this, but I don’t.  I’m usually really good at figuring the network side of things out, but this one has me stumped.  Except the router.  But if you were able to get the email, then it shouldn’t be the router… But it is the router that is not recognizing itself as its own external IP, so I’m stuck between trying to get the email to work, or having client get a new router, and lets test from there..

 

Heath I sent you an email with all the login info (as well as my clients email), if you do have some free time and feel like trouble shooting it further, I do greatly appreciate it.  You’ve been excellent with this process.  

 

Thank you all again, and I’ll keep checking back for to receiver and give updates on this matter. 

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February 19, 2016 - 1:00 pm
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Being blacklisted means no email server will get an email out from that ip address. The DVR acts as a email server. Until you get unblacklisted it wont work. 

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February 20, 2016 - 3:08 am
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Dan Maresca said
Being blacklisted means no email server will get an email out from that ip address. The DVR acts as a email server. Until you get unblacklisted it wont work. 

Well that is a doozy.  How do you get blacklists removed that our on a provider range level?   Guess I will try and deal w/ comcast support to see if they will do anything to try and get those blocks removed.  Got the 1 removed by sending email.  The other 2 won’t remove unless Comcast requests it to be removed from the IP .

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February 22, 2016 - 12:09 pm
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Unfortunately you would have to have Comcast do that then. If they wont do that I would try to force the modem to get an new ip by leaving it off or resetting it, maybe even both.  Another thought is to convince them your modem is defective and to get you a replacement.  The problem is the next device your modem connects to will very likely remember your modems mac address therefor it will continue to assign you the same public IP address. 

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