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Should you not be able to play back content and have already power cycled your network as outlined here, there are several other troubleshooting steps outlined below that can resolve your playback issue.
Tier 2 deals with more advanced troubleshooting techniques for your technical issues including 3rd party software / hardware and the port issues that are prohibiting some users from accessing the FyreTV service. Tier 2 troubleshooting should only be attempted after you have tried all of the above troubleshooting methods. The troubleshooting techniques are listed in the order of consideration for troubleshooting your issue.
Note: FyreTV takes no responsibility for any setting changes or alterations made to 3rd party hardware or software devices. The below information is for research purposes only.
Accessing the router’s online user interface
The majority of routers are accessed through an online user interface from your web browser (Internet Explorer, Firefox, Safari, etc.). It is through your router that you will be able to open ports, setup a DMZ, enable / disable QoS settings and update router firmware. You will open the web browser and type in the address bar your router’s IP address. Each brand of router has a specific IP address associated with it, for example all Linksys routers are accessed online by typing the following IP address http://192.168.1.1 into the navigation bar, Dlink has an IP address of http://192.168.0.1, etc.
A list of router access IP addresses can be found online or in the router user manual.
Routers Admin Username & Password
The majority of routers require an administrative username and password to access the router’s online user interface. The routers will come set with a default username & password which is found in the support documentation that comes with the router.
Updating Firmware
After attempting to power cycle your network as specified here the first troubleshooting method should be ensuring that you have the most up-to-date firmware on the router / modem. Updating your firmware on your router / modem (some users will have a router / modem in one) is done by accessing the router’s online user interface. The firmware updating process is not standard for all routers.
The 3 most common router manufacturers are Linksys, Dlink, and Netgear. The majority of router manufacturers will place their router firmware download sites under their support tab. The firmware download location for each router manufacturer will need to be investigated on a case-by-case basis.
* Always write down your current network configurations found on the basic setup or homepage of your router (IP address, Host name, Domain name, Subnet mask).
The updating process is as follows for Linksys routers
1) Visit www.linksys.com
2) Click on the “Download” link located upper left side of the page on the title bar
3) Select the product from the drop down menu
4) Follow the onscreen instructions to download the firmware upgrade (be sure to save the file to easily recoverable location, desktop is preferred)
5) Access the router’s online user interface, look under “help” or “Administration” to find the “Firmware Upgrade” tab
6) Browse for the file and click upgrade
The updating process is as follows for Dlink routers
1) Visit http://support.dlink.com
2) Click on the “Download” link located on the upper left side of the page on the title bar
3) Select the product from the drop down menu
4) Follow the onscreen instructions to download the firmware upgrade (be sure to save the file to easily recoverable location, desktop is preferred)
5) Access the router’s online user interface, look under “Firmware” or “Tools” to find the “Firmware Upgrade” tab
6) Browse for the file and click upgrade
The updating process is as follows for NetGear routers
1) Visit www.netgear.com or
2) Click on “Routers and Gateways” under the Product for Home Networking header at the bottom left side of the screen
3) Click on the “Support” tab on the upper toolbar and then click “Downloads”
4) Find the product from the drop down menu and select the latest firmware version
5) Follow the onscreen instructions to download the firmware upgrade
6) Using a browser, login to the router as admin.
7) Under Maintenance, click Router Upgrade.
8) Click Browse and locate the upgrade file
9) Click Upload.
10) Wait for the router to Boxxx is to phsically disconnect and then reconnect power to the FyreTV Boxxx.
'); return false">reboot and the TEST LED to turn off.
11) Under Maintenance, click Settings Backup, then click Erase.
12) Wait for the router to reboot.
13) Manually enter your configuration information.
NOTE: For problems after upgrade, clear the old configuration by pressing the Factory Defaults push button on the rear panel until the Test LED blinks (about 10 seconds). Then reenter your configuration information manually.
When should we consider accessing the router to open up ports or create a DMZ?
If your router firmware was upgraded and are still experiencing the below issues:
-You are not able to view streaming content
-An “Error Server Timeout” message
-Receive a playback error
-Receives a “DHCP has not been configured properly” message through the network configuration menu
Note: If at the “Network Configuration” menu of the STB, the “automatic” option does not provide you with an IP address then the set-top-box is not connecting to the internet, either because all of the ports have been blocked or there is a problem with the physical connection to the set-top box.
What is the difference between opening ports or creating a DMZ?
A DMZ places the set-top box outside of your internal network and exposes it to the outside internet. There is no security risk associated with this configuration as the set-top box has no routing capabilities. Opening ports leaves the user’s set-top box in their internal network inside the firewall. Both configurations achieve the same results and both should be attempted should one method not work.
How to setup a DMZ?
1)Write down the IP address of the FyreTV set-top-box found under the “network configuration menu”
2)Access the router’s user interface
3)The menu to setup a DMZ is usually found under the “firewall” / “security” / “applications & gaming” but differs by company.
Screen shot DMZ setup page on D-link router user interface
Linksys router > application & gaming tab > DMZ
Dlink router > Advanced tab > Firewall tab > DMZ
Netgear router > Advanced tab > WAN Setup > DMZ
Additional Router Settings
If you have upgraded your router firmware, opened the needed ports and / or placed the set-top box into a DMZ, there are a couple of additional firewall settings that might need to be toggled off in order to allow you to view streaming content or resolve your latency (video stuttering, freezing) issue. The below settings are not standard on all routers, try toggling these settings to see if any of the playback issues are resolved.
QoS setting
Multicast setting (Apple & Dlink)
RTSP (Dlink) setting
SPI or DPI Firewall setting
Gaming setting
The locations below for the router settings are meant to act as a guide. These setting locations change between different makes and models of routers. The router setting location needs to be investigated on a case by case basis.
QoS setting
Netgear router > Advanced menu > QoS setup
Linksys router > Applications & Gaming > QoS
Dlink DIR series of routers > Advanced tab > QoS
Multicast
Linksys router > Security tab > Firewall tab > Filter Multicast packets
Dlink router > Advanced tab > Advanced Network tab (left bar) > Multicast Streams
RTSP
Dlink router > Advanced tab > Firewall Settings tab > under Application Level Gateway > RTSP
SPI or DPI
Netgear router > Advanced tab > WAN Setup > SPI
Linksys router > Security tab > Firewall > SPI
Dlink router > Advanced tab > Firewall > SPI
Network Simplification
Should all of the above troubleshooting steps not resolve your network issue; a network simplification can be attempted.
Isolate the problem
Understanding where the problem is occurring is one of the most important steps in troubleshooting any issue. Modem directly connected to the set-top box is the most basic network configuration possible, should all other network troubleshooting methods fail, it is this configuration that should be attempted to isolate whether the issue lies in the FyreTV Boxxx or in one of the network devices between the set-top box and the modem. If you are able to setup that configuration and stream content then you know the issue does not lie in the modem or the set-top box. If you then add another network device like a router or a switch and the set-top box is not able to stream content, you will then know that the problem lies in the newly added network device and will need to be investigated further.
Should you need anything, anything at all, please don’t be shy and reach out to our eagerly awaiting Customer Support.
- Live chat option found on our homepage, www.fyretv.com
- Email support support@fyretv.com
- Customer support hot-line at 888-FYRETV-0 or 888-397-3880 (24 hrs.)
Thank-you, we look forward to servicing you in the future.
FyreTV Team
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