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Cannot get port forwarding to work on 5268AC

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Teacher

Cannot get port forwarding to work on 5268AC

I'm a new customer, (not quite 2 days), and I'm trying to configure port forwarding. I've been through two useless tech support chats, and I'm not paying $15 a month to talk to someone who may or may not be able to resolve this, so I'm reaching out to the forum. As a bit of background, I have my PC set up with a static IP, and I have LAN IP Address Allocation set to always allocate the same IP (bit of a double-whammy, but it seems to work).

 

Basically there are 2 applications I am trying to configure:

 

  1. Plex Media Server
  2. VNC

 

I've rebooted the modem, and I've created the User-Defined Applications as follows based on a forum post from this site:

 

PlexUDP:

Protocol : UDP

Port (or Range) : 32400 to 32400

Host Port : 32400

 

PlexTCP:

Protocol : TCP

Port (or Range) : 32400 to 32400

Host Port : 32400

 

VNC:

Protocol : TCP

Port (or Range) : 34153 to 34153

Host Port : 34153

 

Here's how I added the applications, again, based on the post in this forum:

  1. Typed in the static IP in the "Enter IP Address" field
  2. Clicked "Choose"
  3. Nothing seemed to happen, so I clicked the link that says "Choose <device>", where "<device>" is the name of my home computer.
  4. Clicked "Allow individual application(s)
  5. Clicked "User-Defined" and saw my applications listed
  6. Selected the first application and clicked "Add"
  7. Nothing appears in the "Hosted Applications" box.
  8. I clicked in the box, and there appear to be two "blank" entries. In other word, if I click around the box, a "blank line" is highlighted. No text is displayed. I don't know if this is the entry for my application or not.
  9. Tried adding the other applications. Still nothing shows in the "Hosted Applications" box.
  10. Tried connecting to my VNC application, and the connection failed.
  11. Took a chance and selected one of the blank entries, and clicked on "Remove".
  12. "Configuration Successful" shows at the top of the page.
  13. Tried deleting the last user-defined application I'd added to the list (VNC), and it deleted successfully.

I've included a link to a screenshot of the blank line highlighting issue below. 

 

 http://imgur.com/a/7w5MW

 

At this point, I'm at a loss. As a side note, in one of my chats, a technician by the name of "Noah" (probably not his real name) advised me to click "Allow all applications", which was absurd. There's no way I'm compromising my security. I need to be able to open specific ports, not everything.

 

I welcome any and all advice!

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Message 1 of 21
Professor

Re: Cannot get port forwarding to work on 5268AC

If I am understanding your query correctly, you have two solutions that you are trying to get working across the internet. Correct?

 

Question: Do they currently work on your local LAN and/or WiFi network?

Question: What device(s) are you trying to connect to with VNC?

 

I found this on VNC support VNC:

It’s best to arrange with your Internet Service Provider for a static public IP address for your router, or alternatively create a host name using a DDNS service such as noip.com or dyndns.com. Otherwise, your ISP is likely to change the public network address of your router periodically, which makes entering the intended address into VNC Viewer difficult!

 

For my own future reference:

Plex Ports Plex Remote Access VNC Router VNC Ports

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Message 2 of 21
Teacher

Re: Cannot get port forwarding to work on 5268AC

Hi ApexRon,

 

I am able to use Plex on my local area network, but not VNC. As for devices, I connect via my work laptop, as well as via my iPhone using the RealVNC Viewer iPhone app. I do indeed use a DDNS service (Dynu) which I have already updated with my current Public IP. It seems as though there is a problem in the 5268AC, especially with the fact I cannot see my entries after I've added them. It's as if it validates to a certain point and reports a successful addition to the Hosted Applications list, but it doesn't actually add the entries. If it's any help, I'm using the latest firmware as far as I know. This was installed on October 22, so I assumed it's the most current.

Message 3 of 21
ACE - Expert

Re: Cannot get port forwarding to work on 5268AC

@thefutureme, if you have not done so already, I would do a factory reset on the 5268AC Gateway and try again.  Sometimes you will get a box that has had a firmware upgrade and the contents of NVRAM are "confusing" it (and sometimes the NVRAM can get corrupted by the firmware).  Unplug the device, push the button in on the back, and plug it back in while holding the button for 5-10 seconds.

 

Obviously, make a note of your configuration before you do so.

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 4 of 21
Teacher

Re: Cannot get port forwarding to work on 5268AC

As an additional note, the first time I went in to add the Hosted Applications, I was able to see them in the list. The Port Forwarding never worked, so I tried changing the Hosted Application settings, which required them to be deleted, apparently. After I deleted them and re-added them, the display issue occurred.

 

It seems odd that a Factory Reset would be necessary so soon after install, but I'll give it a go and see what happens. Will this affect any of the TV equipment? Will I need to reconfigure anything other than my network settings?

Message 5 of 21
Professor

Re: Cannot get port forwarding to work on 5268AC

Okay, I am not fond of the way Pace implemented this but it is what it is.

 

Remove what you have configured in firewall.

 

First, you must define two applications using 'Add a new user-defined application'. I chose PlexTCP and Plex UDP:

Screen Shot 2016-10-25 at 12.01.44 PM.JPG

Note the application profile name. I chose PlexUDP and only entered the port range, allowing everything else to default. Then I 'add to list'. But then I have to go back and perform another 'Add a new user-defined application' for TCP.

 

Then once I have defined both the UDP and TCP I have to apply to the IP address.

Screen Shot 2016-10-25 at 12.04.35 PM.JPG

First I must choose the IP address. Next, I select both from the list and add. To confirm, go back to status tab for firewall and you should see.

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Message 6 of 21
ACE - Expert

Re: Cannot get port forwarding to work on 5268AC

You may have to reboot the TV receivers following the factory reset of the RG; if so, do the DVR, then any WAP, then the other receivers, but otherwise it should not affect them (as the receivers, DVR dynamically configure with the Gateway).

 

I think the Gateways are often stored containing old firmware and they perform an upgrade upon being connected at install.  The firmware upgrade process doesn't wipe the NVRAM to try to preserve your settings on routine upgrades.  Even if they do take the proactive step of upgrading the firmware before putting them on the truck, they apparently don't do a factory reset following (which would be a really good idea).

 

In any case, I know of an issue with DMZplus mode that affected many new subscribers that was corrected by factory reset of their gateway to clear the NVRAM.

 

I'd like to hear if @my thoughts can shed any light on Gateway firmware management in warehouse or on truck.

 

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 7 of 21
Professor

Re: Cannot get port forwarding to work on 5268AC

 

With a factory reset you will have to reconfigure everything.

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Message 8 of 21
Teacher

Re: Cannot get port forwarding to work on 5268AC

Thanks. As you may have noted from my original post, I did the configuration of the application exactly as ApexRon described. I am at work now, so I will try this when I get home. Stay tuned...

Message 9 of 21
Professor

Re: Cannot get port forwarding to work on 5268AC

When you get home, please check the status tab of the firewall to make certain everything is applied as you desire.

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Message 10 of 21
Teacher

Re: Cannot get port forwarding to work on 5268AC

Will do. Is there anything in particular I should look for?
Message 11 of 21
Teacher

Re: Cannot get port forwarding to work on 5268AC

Ok, I've done a factory reset, and I've added the applications as directed. When I enter the IP address of the computer to where I want to direct traffic, and I click "Choose", nothing happens. So then I tried clicking the actual name of the computer, saw it show up as "You have selected <computer name> with my computer name in place of "<computer name>".

 

Then, I selected "Allow individual applications", and tried adding the applications to the Hosted Applications list. I am still getting the same result. The applications do not appear in the Hosted Applications list. Also, I tried selecting another computer and attempted to add the applications, and I got an error the application is still assigned to another computer. I went to canyouseeme.org to check if the port was open, and it is not.

 

This is getting really frustrating. No offense, but can we escalate this please? I feel like we're going around in circles.

Message 12 of 21
ACE - Expert

Re: Cannot get port forwarding to work on 5268AC

No offense taken.  I don't have your model Gateway, so I've taken this about as far as I can anyway.

 

To "escalate" this, you will need click this U-verse Customer Service link to send a Private Message (PM) to the AT&T customer service team to help you resolve your issues setting up port forwarding. You can expect a reply via return PM (the blue envelope in the upper right hand corner of this site, next to your name and avatar) in a business day or three.

This is a group of U-verse service specialists who are knowledgeable about U-verse and will stay with your problem until the end (instead of forgetting about it when the phone hits the cradle). Speed things up by including your Full Name, Billing Account Number, and the best time and way to reach you.

Award for Community Excellence 2019 Achiever*
*The views and opinions expressed on this forum are purely my own. Any product claim, statistic, quote, or other representation about a product or service should be verified with the manufacturer, provider, or party.
Message 13 of 21
Professor

Re: Cannot get port forwarding to work on 5268AC

Please follow my instructions:

  1. Go to the settings/firewall/status tab. This will show what device is currently assigned the  application profiles you assigned, if any.
  2. Select the device name only. Don't do anything else.
  3. Now go back to settings/firewall/Applications, Pinholes and DMZ tab. You should see the device selected on the prior tab listed within "Select Computer". Please select that device.
  4. You should now see the applications profile(s) appear the box on the right. Select all application profiles and then the remove pushbutton. This will free up the application profiles for reassignment but before we do that you need to confirm that those profiles are defined as you wanted.
  5. Under the right hand box select "Edit or delete user-defined application". The subsequent screen will list each application profile you have defined.
  6. Choose one application profile at a time and then edit. At the bottom of the next panel it will list the definition. If it is wrong, correct it.
  7. Realize that there needs to be a separate definition for UDP and TCP, each with a unique name.

Once your application profiles are correct then you need to understand why the "choose computer" did not recognize the IP address. (Don't use names). Using the router's diagnostics tab make sure the router can ping the IP address. Once that is resolved, the choose computer should work.

 

To apply the application profiles you will need to follow my instructions posted on Oct 25, 2016 9:34:48 AM.

 

Remember that prior to testing be certain that the application profiles appear and are assigned properly on the settings/firewall/status tab.

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Message 14 of 21
Teacher

Re: Cannot get port forwarding to work on 5268AC

Thanks guys, I appreciate the help. I'll have a go at it per ApexRon's advice.

 

I got to thinking, could we potentially resolve this by connecting my ASUS RT-AC68U router to the 5268AC, and use its firewall and DHCP instead? Is there a way to turn off DHCP on the 5268AC and use it solely as a modem?

 

If that doesn't work, I will escalate as instructed by JefferMC. 

Message 15 of 21
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