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Author Topic: All devices offline  (Read 15721 times)

FurryNutz

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Re: All devices offline
« Reply #15 on: January 08, 2016, 09:14:57 AM »

I would presume maybe it its a problem between the wireless devices and the main host router possibly.

My camera is still online and accessible with the MDL service.
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TLMitchell

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Re: All devices offline
« Reply #16 on: January 08, 2016, 05:23:30 PM »

Naw, it's something on the server end. I dashed off another email to tech yesterday and this morning everything was back, still is. 
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FurryNutz

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Re: All devices offline
« Reply #17 on: January 09, 2016, 09:09:04 AM »

I recommend that you phone contact your regional D-Link support office and ask for help and information regarding this. We find that phone contact has better immediate results over using email.
Let us know how it goes please.
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TLMitchell

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Re: All devices offline
« Reply #18 on: January 09, 2016, 11:10:56 AM »

I intend to do that. Previous attempts had me getting booted from the rotary and once disconnected just as I started talking to a tech.

More info, don't have a clue what they did on their end but after I suggested my detailed info be forwarded to IT the next morning everything was back up around 10am. My timers are set to interrupt power to the modem/router at 8:30 am & pm each day and resume at 8:45. My cameras reset at 9am & pm. For anyone scratching their head, occasionally the modem benefits from a reset as do the cameras. Since I'm 1000 miles from home and can't do it personally this was my workaround. Once a day would probably suffice but I'm OCD...

Anyway, the other day everything was working fine at 10am for the balance of the day. After the resets that evening everything was offline. I emailed again and the next morning (yesterday) everything was online again. Until the evening resets. I get alerts on my phone when a camera drops offline. I get them at 8:30 when the power is interrupted to the modem then again when the cameras reset. I got the alerts when the cameras drop off at 9pm...which indicates they reconnected after the modem came back after going through it's diagnostics and negotiation with the DSL. I was thinking for some reason a new dynamic IP address that's assigned when the modem comes back might be an issue but that wouldn't explain why the cameras apparently reconnect or I wouldn't get the alerts when they reset. This system has been working for 14 months until the Emergency Maintenance on New Years Eve.  :::::shrug:::: 
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FurryNutz

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Re: All devices offline
« Reply #19 on: January 09, 2016, 11:56:37 AM »

Keep us posted on how it goes.
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TLMitchell

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Re: All devices offline
« Reply #20 on: January 13, 2016, 01:51:44 PM »

I just got off the phone with tech ending one of the most frustrating, unproductive experiences of my life. The tech pulled up my email exchanges and familiarized herself and seemed to have a grasp of the situation. Restating their Cloud servers were operational without issue she continually offered troubleshooting suggestions that required me to be on-site...even after I repeatedly mentioned I'm 1000 miles away for the next 3 months. I sensed she was reading canned stuff from her monitor so I asked to be elevated to a higher tier tech. She agreed to elevate me to a Level 3 tech...then stated SHE was a level 3 tech and we kept going around in circles.

Some new troubleshooting efforts on my part, I had a friend connect to my network again with both laptop and Smartphone and navigate the Internet. He confirmed all devices showed green lights so I walked him through downloading and installing MyDlink Lite on his phone. Signed into my account and devices naturally showed offline. I had him connect to the cameras locally and all worked as it should.

What's most frustrating is that after two previous emails suggesting this was a Cloud server or perhaps an account issue everything was back online the next day until my timers reset the devices and modem/router. This happened on two occasions and no one made any notations on what was done or what the issue might be.

It's 11F in NE Ohio and the snowbelt is getting blasted. I'm going to do some homework on alternate monitoring systems and once the northern weather moderates a bit I'm going to leave the warmth of sunny Florida and drive 19 hours and install something reliable and the Dlink stuff is going in the trash. I appreciate all efforts and suggestions to solve my dilemma.
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FurryNutz

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Re: All devices offline
« Reply #21 on: January 13, 2016, 02:03:37 PM »

Ok, I'll see if I can get some eyes on this to see if we can come up with something.

Please be patient.
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TLMitchell

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Re: All devices offline
« Reply #22 on: January 13, 2016, 02:28:23 PM »

Thanks!
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Kakashi::.

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Re: All devices offline
« Reply #23 on: January 22, 2016, 01:48:57 PM »

Gents,
Looking into these reported issues, during testing we have partially found what appears to be a compatibility issue with Chrome and user with multiple cameras on their account (around 5+ cameras). We are still working on determining the root cause of the compatibility to get it addressed.

For now, for users with multiple cameras in their account, our suggestion is to use Firefox/Safari/IE11 instead of Chrome.
For users with only a few cameras (2-3), Chrome is working.

Stay tuned!
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FurryNutz

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Re: All devices offline
« Reply #24 on: January 22, 2016, 01:51:29 PM »

Thank you Sir.
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TLMitchell

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Re: All devices offline
« Reply #25 on: January 22, 2016, 03:08:42 PM »

My cameras AND Smartplugs are still showing offline using IE11, Chrome, Safari, Firefox, My Dlink Home and Lite. Tech doesn't even respond to my emails although something that was done on their end after emailing resulting in everything working as it should...temporarily...on two occasions. Problems began with the New Year's Eve emergency maintenance. Modem, router, cameras, DSL all all working as they should which leaves only the Cloud/server. Perhaps there's a problem with my account...no clue.
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TLMitchell

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Re: All devices offline
« Reply #26 on: January 30, 2016, 06:47:33 AM »

This just gets weirder and weirder. I gave up on tech support, both telephone and email because it produced no results. Last night late I checked MYDlink Lite and lo and behold all devices were showing online and everything worked normally. I accessed both cameras and discovered my sump pump was still working and no one has cleaned out the goodies in my garage. The Smartplugs revealed the heat is still on in both the house and the garage. At 8:30 am this morning I got the usual pair of alerts for the cameras dropping offline when the modem reset as scheduled. At 9 am I received two more aural alerts indicating both cameras reset, a planned 1 minute power interruption to facilitate the reset. Only nothing came back and now both cameras and both Smartplugs are showing offline.

Looking back, on both of the other occasions in the past month when all devices were online and working everything ceased at the time both cameras were reset. Strange because the Smartplugs also show offline. I have to surmise someone somewhere reset something with my account or the server resulting in restoration of service to normal. Why everything comes to a screeching halt when the camera power resets occur is incomprehensible. As mentioned before, I've been running this setup for 14 months with no problem. Everything went to hell with the emergency maintenance that occurred on New Year's Eve.

:::shrug:::
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TLMitchell

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Re: All devices offline
« Reply #27 on: February 21, 2016, 07:01:16 AM »

Since my last post on 1/30 when all my devices mysteriously showed online....for one day... I've checked daily and all have been showing offline ever since. Both email and phone support told me I would have to be onsite to reinstall my devices as a network setup problem was suspected. My suggestions that this was a Cloud/server issue or possibly a problem with my account were ignored.

This morning all my devices show online, cameras worked normally as did the Smartplugs after a required firmware upgrade. And since I'm still 1000 miles from home until April, nothing has changed on my end. Perhaps there was a server reboot, a change to my account, software upgrade...who knows? It'll be interesting to see if everything remains online after the scheduled daily resets this evening. One thing for sure, once I do leave the Florida sunshine to return to the Great White North they'll be changes to my monitoring setup. I may even resort to paying for a commercial home monitoring system as I need to RELIABLY monitor interior temperatures and see if my home has been invaded in my absence. The other thing I know for sure, after encountering various tech support personnel for both hardware or software issues over the last 25+ years Dlink support is the absolute worst.

Thanks again to those folks that offer suggestions and insight.
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RYAT3

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Re: All devices offline
« Reply #28 on: February 21, 2016, 03:08:17 PM »

Since my last post on 1/30 when all my devices mysteriously showed online....for one day... I've checked daily and all have been showing offline ever since. Both email and phone support told me I would have to be onsite to reinstall my devices as a network setup problem was suspected. My suggestions that this was a Cloud/server issue or possibly a problem with my account were ignored.

This morning all my devices show online, cameras worked normally as did the Smartplugs after a required firmware upgrade. And since I'm still 1000 miles from home until April, nothing has changed on my end. Perhaps there was a server reboot, a change to my account, software upgrade...who knows? It'll be interesting to see if everything remains online after the scheduled daily resets this evening. One thing for sure, once I do leave the Florida sunshine to return to the Great White North they'll be changes to my monitoring setup. I may even resort to paying for a commercial home monitoring system as I need to RELIABLY monitor interior temperatures and see if my home has been invaded in my absence. The other thing I know for sure, after encountering various tech support personnel for both hardware or software issues over the last 25+ years Dlink support is the absolute worst.

Thanks again to those folks that offer suggestions and insight.

Can you even connect to your router remotely?

DId you set up any port forwarding directly to any cameras?

What if your router or cable modem is caput?  Then it's not a dlink issue.

I haven't seen a mydlink cloud issue in a while. 

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TLMitchell

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Re: All devices offline
« Reply #29 on: February 21, 2016, 05:29:47 PM »

I suppose you'd have to scroll back to the beginning to review all the troubleshooting steps that confirm everything is working on my end. An interesting read if you're inclined.
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