Sagecom router blocking Apartment Intercom VTO

[ROGERTHAT]

Hi, recently having changed to a talk talk router by sagecom, my intercom no longer works. my older router would allow my intercom to seamlessly monitor a video door feed from the DMSS app and the intercom unit on the wall. 

Now, when connected with talk talk router, I cannot do either. whilst connected to WLAN on the intercom, "network is abnormal" prevents me monitoring the video feed. The intercom is made by Klear. And I'm lost and rely on this feature for remote access to the apartment block.

Firewall is has been tested on low, medium and high with no change in behaviour. Currently I have had to disconnect the WLAN on the intercom. It does have a TCP port number, but forwarding does nothing.

Any help would be great. 

[nambuso-TT]

Hi there @ROGERTHAT  thanks for letting us know should you require further assistance, please do not hesitate to contact us. Thanks.

[ROGERTHAT]

Good evening. Just a message to say this has been now solved. 

The cause of the issue was the gateway of 192.168.1.1. Maybe the entry camera uses 192.168.1.xxx on the building network. And connecting to the router with the same gateway was causing issues? By changing gateway to 192.168.10.xxx, it’s no longer causing issues being connected to the talk talk broadband. Thanks for all the help !

[KeithFrench]

Hi @ROGERTHAT 

A 4G router, is that connected to a mobile network or broadband?

From what little I understand of your setup, the panel works fine and it is the app on the phone that does not work. Is it supposed to mirror the panel, so you can unlock the door from this app? If that is the case, then I really need to understand if the app is supposed to connect to the panel by something like Bluetooth, or is this a signal coming over the internet & into your phone from the Wi-Fi? If it is the latter, port forwarding or UPnP must be set up in the router. This is an area that I can help a lot with, but it needs your cooperation. There is a bug in the router's firmware currently, which means UPnP does not work. However, as a feature, nothing to do with the router, UPnP makes your devices connected to your router very vulnerable to malware, etc. I always keep it disabled, even though it does not work at the moment.

The much safer way is to use port forwarding. To do this, I need you to find out from the app's support people which TCP or UDP ports need to be forwarded to the app & then I can show you how to configure this.

[ROGERTHAT]

Okay, thanks for the help. I will look deeper into what is going on. There’s must be a difference in settings as my previous 4G router would allow the remote connection and local connection. 
thanks again 

[KeithFrench]

If the display is connected to the building network via Ethernet and has no connection to the router, I am not sure I understand how the router can be blocking anything.

[ROGERTHAT]

My router, has no direct link to the building network. The display has Ethernet direct to the building. And then I have setup my router in the WLAN settings of the intercom. 

the phone app links up via a QR code to add the device to my DMSS account. 

[KeithFrench]

Just a quick question at the moment, how does your router connect to the building's IP network, is it via the internet?

[KeithFrench]

Hi @ROGERTHAT 

Thanks very much, I will get back to you when I have read up about it.

[ROGERTHAT]

Sorry I didn’t realise I could do attachments . Thank you 

[KeithFrench]

I can't find any manual on there, please can you attach the one you have to this thread?

[KeithFrench]

Hi @ROGERTHAT 

I will need to read up on that & get back to you. I am rather busy, so it may not be until later today or tomorrow.

[ROGERTHAT]

The intercom is a 

Klear IP PoE Intercom 7" Touch Screen with WiFi

and I did manage to get the manual from support email of tech@technomate.com

at the bottom, it details DMSS app. It’s accessed via phone app and allows door to be unlocked connected to the same network or mobile data. 

the door and camera are POE wired on the buildings network I’m guessing. And the intercom is setup with WLAN to my TalkTalk router.

when wlan is on and connected to the router, the intercom gets no signal from the camera system with “network abnormal” . I hope this helps 

thank 

[KeithFrench]

Hi @ROGERTHAT 

The firewall on this router should always be set to medium. Please reset it to that level. To help you further, I need to know a bit about how this system works. Is it controlled via an app on your phone, or is it accessed via the internet? Perhaps you can give me a link to this product on their website so that I can find out more information.

[ferguson]

I doubt that is necessary. @KeithFrench can you help here at all, please?

[ROGERTHAT]

Thanks for the reply. I have separate the network into the two bands of 2.4 and 5ghz. In the router login, it shows the intercom is connected but there’s still no change.
I suspect the router is blocking a connection to the camera as I can change home and away settings remotely but not view the camera system. I am unfamiliar with how to identify what is being blocked. Would purchasing a third party router help? 

[ferguson]

The chances are that your intercom operates in the 2.4GHz band. Try separating and renaming the SSIDS, so that the 2.4GHz and 5GHz bands shown by the Sagemcom can be individually identified by devices.