Heatmap not working

[new-guy]

I got my r2 today and the heatmap doesn’t work all cables are correct and I have internet but heatmap will not Download from the cloud it’s new so firmware is r2 3.2.453

[Netduma Liam]

Welcome to the forum!

Can you please try going to the three-line menu in Ping Heatmap, click 'Resync cloud'.

If that still doesn't work, can you then go to System Information and download a copy of the logs file from the logs panel submenu, then send those over to us?

[new-guy]

will i post my logs here or to you

[Netduma Liam]

59 minutes ago, new-guy said:

will i post my logs here or to you

Whichever you like, here or over DM to me is fine.

[new-guy]

here are the logs

log-1669296054906.txt

[Netduma Fraser]

Thanks, oftentimes this issue occurs when the internet port of the R2 is being used for a device instead of connecting the R2 to the modem, could you double check this?

[new-guy]

The white cable is in my modem I have internet everything seems to be working just not heatmap 😊 there was another cable for my ps5 but took it out for the photo 

[Netduma Fraser]

Thanks for confirming, what is the model of the modem/router the R2 is connected to? How have you set that up to ensure an open connection through to the R2 if applicable?

[new-guy]

This is virgin media 3.0 hub… how would I check this if it has a open connection 

[Netduma Fraser]

Copy the WAN IP on the R2 System Information page then access the hub interface and paste it into the DMZ, then re-try Ping Heatmap

[new-guy]

Quote

so i put the last numbers in my dmz into my home router and reset them both and still nothing

 

[Netduma Fraser]

Have you set the DMZ or port forwarding on the R2 or set up Traffic Controller rules?

[new-guy]

Nope… what do I need to do 😊

[Netduma Fraser]

Was just seeing whether there was anything set that may be causing this. If you do a Connection Benchmark test does that complete properly?

[new-guy]

There was nothing in the port forward section and yes benchmark completes 

[Netduma Liam]

8 hours ago, new-guy said:

There was nothing in the port forward section and yes benchmark completes 

Can you go to Geo-filter and click the three-line menu in the top left, hit resync cloud. Then go to Device Manager and do the same again. 

Download another log and send that over to us as well. Let's see if the other clouds are syncing properly.

[new-guy]

so the geo filter does do something here is the logs and some picture from new cod but its not the only game i have tryed

log-1669379372766.txt

[Netduma Liam]

That's interesting,  some clouds are resyncing fine, others are not. Could you try switching your VM Hub to modem mode as a test, then try resyncing one of the clouds and check if it appeared to be successful in the logs?

[new-guy]

log ending in 5358.txt is log in modem mode from geo-filter and log ending in 0675.txt is from heatmap in modem mode

log-1669406515358.txt log-1669406560675.txt

[Netduma Fraser]

Thank you for that, could you follow the CG-NAT section at the bottom of this guide and let us know the results please? https://support.netduma.com/en/support/solutions/articles/16000076587-dumaos-optimal-settings-guide-open-nat

[new-guy]

i blanked out my ip

[Netduma Fraser]

Thanks for that, can you use this link specifically and then re-try resyncing please?

http://192.168.77.1

[new-guy]

still the same

[Netduma Fraser]

Please sign up for Early Access, then once approved, upgrade to the firmware there followed by a factory reset and see if it persists https://forum.netduma.com/topic/39415-introducing-early-access/

 

[new-guy]

done i will let you know how the testing goes when i get the firmware