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Troubleshooting

Device Does Not Start​

If device's screen does not display information, please follow procedure below:

  • Verify activity on network port (green yellow led).

  • If no activity on network port, verify power supply.

    • If device is powered via PoE, try to connect a Power Supply.
    • If device is powered via Power Supply, try to connect a PoE network cable.

  • If no activity on network port after switching power source, please contact support@cyanview.com or send the device back to Cyanview via the RMA procedure.

  • If there is activity on network port and the device's screen does not turn on, check your network configuration , then verify the device is available on the network.

    • RCP, GWY: Try to access configuration page (see Network IP).
    • CI0, RIO, NIO: Verify if listed in RCP discovery page.

If the device is not accessible/listed, try to recover firmware according the table below.

DeviceRecoveryProcedure
CI0Whole Device.See Force a firmware update procedure in CI0 manual.
RIOPort management.Same principle as CI0, See Force a firmware update procedure in CI0 manual.
GWYnana
NIOnana

Networking Issues​

Netgear Nighthawk Routers​

Some Wi-Fi routers like the Netgear Nighthawk M1 enable Proxy ARP. Proxy ARP makes devices on different network segments (for example Wi-Fi and wired LAN) appear to be on the same IP subnet by answering ARP requests on their behalf, without providing full Layer 2 bridging.

Cyanview devices such as the CI0 use a factory-set IP range that may not match the IP range managed by your router. When Proxy ARP is enabled on routers like the Netgear Nighthawk, the router responds to ARP requests from the CI0 by providing its own MAC address instead of the intended device (such as the RCP). As a result, the CI0 directs all IP communication to the router rather than the RCP, causing it to disconnect. Occasionally, the RCP may respond first, allowing the CI0 to reconnect briefly, but random disconnections can still occur as new ARP requests are made.

As of 2020, Proxy ARP could not be disabled on Nighthawk routers that use a basic configuration interface. The only solution is to remove the router from the network.

CI0 Status 'X'​

CI0 can't communicate with RCP over the network.

  • Verify network connectivity: check activity on the green and yellow LED of ethernet port.
  • Check if CI0 is listed in discovery page of your RCP. See What is discovery.
  • Perform a Firmware recovery. See Force a firmware Update).
  • For unix users, perform an ARP ping to your device.