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FAQ -Frequently Asked Questions
Here you can find out about the most frequently asked questions users have as reported to us by them. This FAQ section will be continuously growing with answers to your questions as they are reported to us.
Please check here often.
An explanation about home networks
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Your home network consists of many things like your ISP modem, router, combination of both, extenders, repeaters, access points, etc. Most installers, when setting up routers and wireless extender / access points only look for internet connectivity for the devices connected. This is usually not the "proper" way to set up a typical home network.
All devices in your home network - whether connected wired or wirelessly - are assigned a unique IP address by the router so that each device can be found and communicated with on your network. When you have a single router in your network all this is handled by your router and all devices can usually be found and communicated with without issue. But usually when you add a wi-fi extender or wireless mesh access point you are unknowingly adding a router as well because many of these access points have a router built in ( here's looking at you Eeros ).
Although your connected devices will have internet access they will not be able to "see" other devices that are connected to your other ISP router. This is because you now have 2 differing sets of IP addresses - 1 from your ISP router and 1 from your new access point. These 2 differing IP addresses is what prevents your devices from communicating with each other, although they all will have internet access.
Our DMB products use a "web-app" to access the DMB system. A web-app is produced by the DMB product and sent out over your network to be accessed via an internet browser. This is why you access the DMB software with your phone's or PC's browser. There are many reasons this is done over a typical app downloaded from the app store - notably reliability, cost and maintenance.
Let's look at some examples of a "typical" home network with access points and how they affect your ability to access our DMB software.
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In Figure 1 above most homes will have a setup like this where you have your ISP provided modem / router / wi-fi and a additional access point / extender to provide additional signal strength and coverage for devices connected in locations that are in another part of the house or where the signal strength from the ISP provider wi-fi isn't strong enough. Notice that the IP address given out by the ISP router is on a scheme like 192.168.xxx.xxx and the IP address provided by the access point is different and more something like 10.0.49.2. (NOTE: these numbers are just examples). Why? Because the access point is also acting like a router and assigning it's own set of IP addresses to the devices connected to it. For most people only wanting internet access from their connected devices this is fine, but when you need to communicate with other devices on your home network ie. sharing files, sharing printers, or accessing our DMB app you won't be able to "see" them because they are on different IP networks. However if your phone is connected to the wi-fi connection of the access point, and the DMB is also connected via wi-fi to that access point you will be able to see and access the DMB app. But if you try to find the DMB app on a PC, laptop, or phone that is connected to the ISP router / wi-fi then you will not be able to because of the differing IP addresses.
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In another scenario like Figure 2 above let's assume you have your DMB connected with a hardline to your router or network switch that is connected to your router. Let's assume you also have access points like Eeros, TP Link, Orbi, or similar mesh wi-fi access points in your home for better wi-fi coverage. Because your DMB is connected directly to your ISP router it will be given a IP address that it can see and communicate with. If you try to access the DMB with a PC, laptop, or phone that is also connected to the ISP router you will have no issues. All devices will see each other and be able to communicate with each other just fine but all devices connected to the access point (like your phone) will not be able to communicate with the DMB because the access point gives your phone a different IP address when it's connected to it.
So what's the solution?
The solution is not difficult but usually it is overlooked by the installer. Figure 3 above shows the proper way a home network should be created. As mentioned earlier most people and installers are only looking for internet access from their devices so this means it's just a "plug the access point in and connect your device to it" kind of process. But there is a step that has been skipped here. The installer or user must put the access point into what is called "Bridged Mode". This essentially bypasses the access point's built in router and allows the ISP modem to pass thru it's set of IP addresses to all devices whether they are connected to the ISP router or the access points in your home thus keeping only 1 set of IP addresses in your network and can now be seen amongst each other. To do this is handled differently from manufacture to manufacture. I would recommend you hire a competent network installer or even reach out to the access point tech support for assistance in properly setting up your access point.
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The take way here is that it is very important that your home network and wi-fi network is properly setup or you will have difficulty accessing our DMB products. This is not a limitation or defect of the DMB product but rather an issue with communicating over your home network due to differing IP address schemes.