Consumers - Troubleshooting Port Forwarding
FAQs

Coronavirus (COVID-19) Disruption


Our Call Center is experiencing a high number of calls due to the COVID-19 situation. We are working to assist everyone who contacts us. In the meantime, please visit www.arris.com/selfhelp for most frequently asked questions about your device. We apologize for the inconvenience and will assist you soon.

ARRIS Consumer Care

Article

Troubleshooting Port Forwarding

« Go Back

Information

 
Question

My port forwarding doesn't work. How do I troubleshoot it?

Answer

NOTE: It is recommended to be onsite at the server's location before proceeding.  

After configuring the router to forward ports, there may be times in which port forwarding does not work as intended. This can be for a number of reasons. Included are some tips and techniques that can help resolve the issue.

  1. Is the port forwarding configuration set up correctly in the router?
    a.  Make sure that the correct port(s) are configured.
    b.  Verify that the correct IP address of the server is listed.
     
  2. Is the port responding on the Internet?
    The following is a self-test tool to see if the server will respond back to a request made from a remote client. Instead of conducting the test from a remote location, this can be done on the server or a computer on the same network.
    a.   Go to http://canyouseeme.org
    b.   Below the Your IP listing, there is an option named What Port. Enter the port number that needs to be tested in that field.
    c.   Click the Check button.
    d.   Find the result near the lower half of the screen.
    If the message I cannot see your service is displayed, proceed to step 4.

    If the message I can see your service is displayed, this means that the gateway is properly forwarding the port to the server. Proceed to step 3.
  3. Make sure that the correct IP address is being used to establish a connection to the server. This address can also be found on canyouseeme.org (listed as Your IP).

  4. Is the server accessible within the internal network?
    a.  Attempt to connect to the server from another computer in the same network.
    If the connection is successful, please proceed to step 5.

    If the connection fails, then there is an issue with the server or software that is beyond a port forwarding issue. Please contact the manufacturer of the software for further assistance.
  5. Is the server configured with the correct default gateway?
    a.  The default gateway should match the LAN IP address of the Motorola Gateway.
    If the default gateway is correct, proceed to step 6. 

    If the default gateway is incorrect, then it will need to be reconfigured in the server, in order for port forwarding to work correctly. An incorrect default gateway will only allow local access to the server.
  6. Are the firewall settings in the router set to allow incoming access to the server?
    a.  If the firewall settings are correct, it is recommended to contact the manufacturer of the software for further assistance. 
     

Feedback

 

Was this article helpful?


   

Your feedback is appreciated.

Characters Remaining: 255

 

Print
-->