Geo filter and heatmap not working.

[Seomos17]

yes i did dowload it for the system information page 

 

[Seomos17]

thats everything in there

 

[Seomos17]

[Netduma Fraser]

Does the System Information page report the correct date/time?

[Seomos17]

yes it does say correct time 

[Seomos17]

yea im just lost i have no idea what to do 

[Netduma Fraser]

Disable Armor if you're using it (the A in the shield top right of the interface), otherwise download the previous version and downgrade to that - it may have been when the router auto upgraded to the latest version that the issue started

[Seomos17]

Problem still occurs after downgrading firmware

[Seomos17]

armour not enabled

[Netduma Fraser]

Set NAT to Open in WAN Settings and then reboot and try again please

[Seomos17]

Set nat to open , same issue occurs 

32 minutes ago, Netduma Fraser said:

Open in WAN Settings

[Netduma Fraser]

Could you provide a screenshot of your Internet page & LAN settings page on the XR please?

[Seomos17]

[Netduma Fraser]

Thanks, that's all fine. It does seem like it's getting blocked from downloading from the cloud - are you able to switch your ISP router to modem/bridge mode instead?

[Seomos17]

it doesnt seem to dowload from the cloud at all tho, geo filter doesnt work nor ping heatmap which im guessing both require the cloud, in the message it says cloud data has not been dowloaded, how do i dowload the data, forcing update does nothing, no im not able to switch modem to bridge mode it was working fine before

[Netduma Fraser]

Yeah that's what I mean, that's why it seems like it is blocked from downloading. Just re-reading the DMZ section, it says that the firewall for the device is still active which wouldn't usually be the case and anything not blocked will be passed through. So it sounds like the firewall on the EE router might be causing it. Make sure ALL devices are connected to the XR, then disable the firewall on the EE router. Then try again please.

[Seomos17]

The EE router doesnt have an option to completely disable firewall. only option there is is upnp and dmz 

[Seomos17]

[Netduma Fraser]

Bypass the EE router by connecting the router directly to the ONT/Box the EE router is connected to. You'll then need to enter these PPPoE details into the router:

User: [email protected] 

Pass: BT

Then reboot and see if it can download from the cloud successfully

[Seomos17]

The last time i had the xr use pppoE qos didnt work, or is this just a temporary thing? 

[Netduma Fraser]

54 minutes ago, Seomos17 said:

The last time i had the xr use pppoE qos didnt work, or is this just a temporary thing? 

It's temporary in that it will determine whether it's the EE router causing the issue yes but if it is then without being able to disable the firewall on it there isn't much else I can advise, you'd have to contact EE

[Seomos17]

i most defenetly think this is the xr's fault as before i reset the router everything was fine other than the packet loss, but i will give a try soon, people are using the network right now.

[Netduma Fraser]

59 minutes ago, Seomos17 said:

i most defenetly think this is the xr's fault as before i reset the router everything was fine other than the packet loss, but i will give a try soon, people are using the network right now.

It could well be, it might be a cloud update we pushed on Friday, I'll have to check with the team on Monday, though if that was the case it's likely more people would have mentioned it. Let us know how you get on

[Seomos17]

alright thanks will update soon 

[Seomos17]

Hey again , i havent managed to connect the xr directly to ONT yet, so indtead i tried resetting the router, when i was on the set up page it the page stopped responding, but somehow the xr was still set up even tho i didnt finish setting it up, now i cant log into duma os using the user or password i tried getting in through using the serial number of the xr but i just get that message, i tried turning off and on the router already.