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What are the required network settings and troubleshooting steps for my Fortress Security Store equipment?

If your WiFi-enabled device from Fortress Security Store (such as a Total Security WiFi Main Panel, or a EyeSight HD WiFi Camera) is having difficulties connecting to your network, we have some required network settings that you can check on your Local Area Network (LAN).

NOTE: For assistance with checking these settings, you can refer to:

  • The User Manual for your router / other information from the manufacturer
  • Your Internet Service Provider's Customer Support (if the router is managed remotely by your ISP)
  • Your network administrator, or a local network technician

For your privacy and security, and for liability reasons, Fortress Suppport Representatives will not be able to make changes on your network.

Note that the troubleshooting steps below can and will cause your Internet and LAN connections to disconnect temporarily. You should save any changes in your work and let anyone who may be using the network connection know that it will be disconnected temporarily before you begin.

 

Top Common Issues

  1. Your network devices and/or your Fortress devices may need to be power cycled.
  2. Your network may not be currently connected to the Internet.
  3. The WiFi signal being broadcasted from your router may not be a 2.4GHz signal.
  4. Your WiFi signal may be competing with too many other WiFI signals in the area.

 

In the steps below, we will be troubleshooting along the layers of the OSI networking model:

 

Layer 1 - Physical Layer

  • Power cycle the Fortress device(s). Turn off and unplug the device(s) for at least 30 seconds, then plug it back in and turn it back on.
  • Power cycle any relevant equipment in your network, such as your modem and/or router, and wireless access points. Turn off and unplug the device for at least 30 seconds, then plug it back in and turn it back on. In some cases, you may have to wait 2-3 minutes for the device to come back online. 
  • Unplug and then reconnect any relevant Ethernet cables that may be connecting your network devices.
  • Make sure that the devices' power lights or status lights are lit up correctly.

 

Layer 2 - Data Link Layer

  • Once the Fortress device is connected, you can confirm that the MAC address of the Fortress device should be present in the ARP table for your WiFi connection. If the MAC address for the Fortress device is not listed, you may need to update the ARP information on your network.

 

Layer 3 - Network Layer

  • If your network topology includes any double NAT scenarios, that can prevent the Fortress device from connecting or staying connected reliably. You should reconfigure your network, or move the Fortress device to another part of the network that does not have double NAT.
  • Your router / gateway must be DHCP-enabled, with at least one available IP address in the range that can be assigned to the  Fortress device.
  • If your router has a security feature called MAC Address Authentication enabled, then you may need to temporarily disable that feature, connect your Fortress device(s) and add their MAC addresses to the approved list, and then re-enable that feature.
  • In order to maintain a connection more reliably, we suggest using a DHCP Reservation in your router to make sure that your Fortress device always receives the same local IP address from your router.
  • If your connection drops, then you may need to get a Static Public IP Address from your Internet Service Provider, and then reconnect the mobile app with the system again.
  • Fortress devices are able to connect to 2.4 GHz WiFi signals, but not to 5 GHz WiFi signals. Make sure that your phone is also connected to a 2.4 GHz WiFi signal before you begin the connection process.
  • We recommend ensuring that the WiFi signal is broadcasting on a Channel that is relatively free of other competing WiFi signals.
  • If your Fortress device cannot connect over WiFi and it has an Ethernet port available (like the Fortress Eyesight Camera), you can also try connecting it with an Ethernet cable instead of through WiFi.

 

Layer 4 - Transport Layer

  • Make sure that your Local Area Network is currently connected to and able communicate over the Internet.
  • Make sure that your firewall / gateway is not blocking UDP port 48899 to / from the Fortress devices. Port Forwarding should not be required, but you can set up Port Forwarding if you want to. If you are using Comcast you may also want to check ports 80 and 441 on your modem and make sure those are not blocked as well. 

 

Additional Steps

  • Set up Quality of Service (QoS) settings or enable QoS Prioritization to your Fortress devices if you're experiencing interruptions in connection, poor video quality from cameras, or etc.

 

If these recommended settings and troubleshooting steps do not resolve the issue, please feel free to contact our Support team directly for further assistance.