Troubleshooting / Known Issues
https://support.cyanview.com/docs/troubleshooting/
Device won't power on
If nothing appears on the screen, check the following:
- Whether the network port LEDs (green/amber) are lit or blinking
- Whether power is being supplied correctly
Isolating the power source:
- If powering via PoE → try connecting a power adapter instead
- If powering via a power adapter → try a PoE-capable network cable
If you can't confirm any network communication, contact support@cyanview.com or start the RMA procedure.
If there is network communication but the screen doesn't respond:
- Check the network configuration
- Confirm the device is present on the network
- RCP/GWY: check the network settings on the Configuration page (see IP configuration)
- CI0/RIO/NIO: check the list on the RCP's Discovery page
Firmware recovery:
| Device | Scope | Procedure |
|---|---|---|
| CI0 | Entire device | See "Forcing a Firmware Update" in the CI0 manual |
| RIO | Port management portion | Same procedure as CI0 |
| GWY | Not applicable | - |
| NIO | Not applicable | - |
If your issue is still not fixed, contact support@cyanview.com or send the device back to Cyanview via the RMA procedure.
Network issues
Netgear Nighthawk series routers
Some Wi-Fi routers have a "Proxy ARP" feature. Proxy ARP makes devices on different network segments (for example, Wi-Fi and wired LAN) appear to be on the same IP subnet by responding to ARP requests on their behalf, without performing a full Layer 2 bridge.
The problem: Cyanview's CI0 uses a factory-default IP range that may not be compatible with the router's managed range. When Proxy ARP is enabled, the router responds to ARP requests from the CI0 with its own MAC address instead of the intended destination's (the RCP), causing the CI0's traffic to be routed through the router.
Workaround: As of 2020, Proxy ARP cannot be disabled from the basic interface on the Nighthawk. The only solution is to remove the router from the network.
CI0 status shows "X"
This indicates the CI0 is not communicating with the RCP over the network.
Steps to take:
- Check the Ethernet port LEDs to confirm network connectivity
- Check whether the CI0 appears on the RCP's Discovery page
- Run the firmware recovery procedure
- If you're on a Unix-based OS, try an ARP ping to the device