Devices not showing up in Eero app & remote connectivity issues

[whitestu]

I have a CCTV server that I port forward and access remotely which has worked fine up to now, but since a couple of days ago I can't access it outside my network. The strange thing is my server is connected to the internet and accessible locally but it doesn't show up in the Eero app as if it is off line. I think this may be what's causing my remote access issue. Any suggestions on a fix? I have rebooted the Eero and CCTV server several times with no difference.

Thanks

Stu

[Debbie-TalkTalk]

Hi Stu

Thanks for your reply.

If you do experience any further issues with the connection then please let us know.

Thanks for your help @KeithFrench 

Debbie

[whitestu]

Hi, I've changed patch cables and can now access my CCTV server from outside the network so from that perspective everything is working fine, and looks like a faulty cable was causing the issue. However it still doesn't appear on line in the Eero app. There are several other devices that also don't appear on line when they actually are - for example my work laptop - maybe the Eero can't cope with the VPN on this? TBH I can live live with the glitch in the Eero with it randomly not seeing devices as long I as I can use and access them. 

Thanks

Stu

[Debbie-TalkTalk]

Hi @whitestu 

How are you getting on?

[KeithFrench]

No problem @whitestu 

[whitestu]

Hi, I'm still troubleshooting this, as I didn't get a chance to move the server and connect it to the eero directly, but I swapped the ethernet cable over with my media server and I can now access the CCTV server over the WAN, so looks like it might be cable issue. Bother servers are connected to the same switch. The CCTV server still doesn't appear in the eero app but it is now fully working. I'll update further when I have swapped out the cables. 

Thanks

Stu 

[KeithFrench]

Hi @whitestu 

I had another customer today with an Ethernet-connected device reporting as offline. I have done further testing on my eeros & can confirm that the Grandstream connected to the gateway eero is fine. Plus I connected a desktop PC and a laptop to the two Ethernet ports on the extender and they worked fine & reported Online in the eero app as well. I am waiting for that customer to double-check that the Ethernet cable is both OK & pushed fully into the Ethernet port at either end.

[KeithFrench]

Not that it will affect it, but if all switch ports are running at full speed, I would have expected them to be green. Yes, please try one of them directly connected to the eero.

[whitestu]

Hi Keith

I took the old router out of the equation. Now the CCTV server and camera are connected via a 10/100/1000 switch which connects to another switch of the same type and then to the Eero. Taking the router out made no difference. The lights on the server ethernet port are amber at the top and flashing yellow at the bottom. All the lights on the switch are flashing green. I can see the media server connected to the same switch on the Eero app and everything on the switch has internet connectivity. 

I guess I'll need to connect directly to the Eero next to troubleshoot further 

Thanks

Stu 

[KeithFrench]

Hi @whitestu 

What speed Ethernet ports are on this router & I assume that one of those ports connects directly to the eero's spare Ethernet port? Let me know how it goes with this switch & what lights are on the switch ports in that case.

[whitestu]

I can try that but given where they are it would be a pain. Let me try swapping out the router for a switch first and see if that works. If not I'll connect directly to the Eero.

Cheers

Stu

[KeithFrench]

What about @whitestu if you connect just one of these wired devices currently showing as offline, directly to the one ethernet port of the eero 6. How does it display in the app then? Using an old router might be the issue, but we need to prove it.

[whitestu]

Hi Keith, thanks for checking yours.

I'll need to check the lights but they are both connected to a old TP Link wireless router set to AP mode. I can easily swap this to see if it makes any difference. Let me do this and get back to you. Might not be today though.

Thanks

Stu

[siphosethu-TT]

Not a problem at all KeithFrench. Thanks

[KeithFrench]

HI @siphosethu-TT 

I am currently dealing with this as per the request of @Debbie-TalkTalk today. I will let you know what the outcome is, if it proves to be a bug in the eeroOS, then I will let you know so you can pass it to your Devices team.

[KeithFrench]

Hi @whitestu 

I have just tried all 6 of my devices & they correctly show as online in my Android version of the app on my eero 6. I only have one ethernet-connected device & that has been online since I restarted my eero network after updating the eeroOS last night. You obviously have your Ethernet devices connected via a switch of some kind. What make & model is this & what lights are on the switch ports for these two devices?

[siphosethu-TT]

Hi there whitestu, I'm really sorry about the inconvenience that this must be causing you. Please contact the team using the following number and they will assist you in getting the issue resolved as soon as possible.

03451720074

Mon-Fri: 9am-7pm; Sat: 9am-6pm; Sun: closed

https://community.talktalk.co.uk/t5/FutureFibre/bd-p/FutureFibre

You can also use the link above directing you to live chat.

[whitestu]

Hi Keith, both are ethernet, not wireless. (other wired devices are working fine). I'm using the Android version of the app. I have the Eero 6.

Thanks

Stu

[KeithFrench]

Hi @whitestu 

Is there any common ground with these devices are the wireless or Ethernet connected, if wireless, which band? Is this a eero 6 or Pro 6 & are you using the Android or Apple version of the app?

[whitestu]

Thanks Keith, looks like I'm on version 7.8.0

[whitestu]

Hi Keith, it's TCP port 81 that is being forwarded. I still think the issue could be that the Eero thinks my server is off line when it isn't.

The Eero app also reports one of my cameras as being off line on the LAN even though I can view the camera no problem.  I use DDNS with an update client so the WAN IP is correct.

Any idea why Eero doesn't see devices that are online?

Thanks

Stu