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Denon 3312 Network Issue.
This thread has 50 replies. Displaying posts 1 through 15.
Post 1 made on Thursday January 5, 2012 at 15:15
GLS
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Hi guys,
Installed a Denon 3312 on Sat the 31st. Iphone app worked great, then suddenly couldn't connect. Everything works fine from the remote (MX780), system works fine otherwise. Back today (was sick this week) and had to dive into the network problem. Reset everything. Tech support had me do what he called a network dump that resets everything except the MAC address. Did that.

Figured out that network standby had to be enabled to turn on the unit once it was off. I could ping it from my phone when it was on, but not when it was off. So the app is working fine and controlling zones, power etc.

Second call had me opening ports 8080 and 10443 figuring that something was keeping me from getting to the internet. It is a cable company modem/ wireless router. Ambit Broadband is the router. Don't see a model number. I did everything I could think to do in the menus given, which were port triggering, forwarding and pass thru. Nothing seemed to help. Honestly, I'm not sure if I did the right things or if the problem isn't even router related. And I was very careful about what I changed.

Situation is still the same. I'm online writing this post. The iphone app still works the unit, I get feedback, etc. I can ping the unit from my phone, and the receiver shows up on the client list of the router, but if I try to go to Pandora it says no network connection. I tried a firmware update, but it just spins and says "connecting server" and never does anything.

I know some of you are pretty sharp with the computer stuff. Any suggestions? Any tutorials that are good to look at for info? Have you run across a situation like this before? Anything (positive) will be appreciated LOL.

TIA!
G
www.GordonsLight.com
"As iron sharpens iron, so one man sharpens another" Proverbs 27:17
Post 2 made on Thursday January 5, 2012 at 17:21
highfigh
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On January 5, 2012 at 15:15, GLS said...
Hi guys,
Installed a Denon 3312 on Sat the 31st. Iphone app worked great, then suddenly couldn't connect. Everything works fine from the remote (MX780), system works fine otherwise. Back today (was sick this week) and had to dive into the network problem. Reset everything. Tech support had me do what he called a network dump that resets everything except the MAC address. Did that.

Figured out that network standby had to be enabled to turn on the unit once it was off. I could ping it from my phone when it was on, but not when it was off. So the app is working fine and controlling zones, power etc.

Second call had me opening ports 8080 and 10443 figuring that something was keeping me from getting to the internet. It is a cable company modem/ wireless router. Ambit Broadband is the router. Don't see a model number. I did everything I could think to do in the menus given, which were port triggering, forwarding and pass thru. Nothing seemed to help. Honestly, I'm not sure if I did the right things or if the problem isn't even router related. And I was very careful about what I changed.

Situation is still the same. I'm online writing this post. The iphone app still works the unit, I get feedback, etc. I can ping the unit from my phone, and the receiver shows up on the client list of the router, but if I try to go to Pandora it says no network connection. I tried a firmware update, but it just spins and says "connecting server" and never does anything.

I know some of you are pretty sharp with the computer stuff. Any suggestions? Any tutorials that are good to look at for info? Have you run across a situation like this before? Anything (positive) will be appreciated LOL.

TIA!
G

Do you actually know what the port forwarding does? It's not so anyone can access the receiver from outside, it's so the troubleshooting function can be used. Denon CI training- go now. You don't need to open any ports on anything in order for it to connect to the internet but you can look in the Networl Information area to verify that it is connected, has an IP address, etc. You can't remove the MAC address, BTW- that's like an electronic serial number, unique to that part. All network interfaces have this.

Check the connection speed, read the manual and if necessary, call Denon.

Did you do a hard reset and firmware update as soon as you pulled it out of the box? You should and if you have been to Denon training, you would know this.

I would recommend not installing equipment that you're not familiar with. It doesn't give the customer confidence. in you or the product.
"People are bastard coated bastards, with bastard filling"
OP | Post 3 made on Thursday January 5, 2012 at 19:15
GLS
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On January 5, 2012 at 17:21, highfigh said...
Do you actually know what the port forwarding does? It's not so anyone can access the receiver from outside, it's so the troubleshooting function can be used. Denon CI training- go now. You don't need to open any ports on anything in order for it to connect to the internet but you can look in the Networl Information area to verify that it is connected, has an IP address, etc. You can't remove the MAC address, BTW- that's like an electronic serial number, unique to that part. All network interfaces have this.

Check the connection speed, read the manual and if necessary, call Denon.

Did you do a hard reset and firmware update as soon as you pulled it out of the box? You should and if you have been to Denon training, you would know this.

I would recommend not installing equipment that you're not familiar with. It doesn't give the customer confidence. in you or the product.

1) Yes, I did a microprocessor reset before I hooked everything up.
2) It wouldn't connect to do the firmware update.
3) I own a 3311 and it works great.
4) DENON tech support had me reset the network info (the dump)
5) DENON tech support had me opening those ports. I understand port forwarding. How the hell do I know how they have configured their stuff?
6) I could see the unit ON the network, it was on the client list of the router, AND I could ping it from the router and my phone and it still kept saying that there was no connection!
7) I didn't think opening ports was necessary, but READ #5.
8) The third DENON tech I got had no good suggestions at all.
9) I've been to the class, and I don't remember anyone mentioning the network reset method. The manual (which I've read and downloaded to iBooks on my iPad for use in the field) only mentions the microprocessor reset.
10) The first DENON tech actually suggested I don't update the firmware unless there is a specific need for it.

Dude, read the post before you start typing.
G
www.GordonsLight.com
"As iron sharpens iron, so one man sharpens another" Proverbs 27:17
Post 4 made on Thursday January 5, 2012 at 19:29
tweeterguy
Loyal Member
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6,584
Yeah it sounds like you've done all the correct stuff including what TS told you to (good, bad, needed or not). Get in touch with Matt Good. If he can't figure it out, it's defective, in my experience. You may have to open specific ports on your router for Pandora. Try UDP and TCP 7776, UDP 8888, 44000, 45000, 45001. I found a site that listed those...not from experience.
- Chris
Post 5 made on Thursday January 5, 2012 at 19:31
scapegoat for hire
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[Link: wavebroadband.com]

You need Windows 98SE to use that modem/router. Scrap that POS.
OP | Post 6 made on Thursday January 5, 2012 at 22:28
GLS
Long Time Member
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459
Thanks Tweeterguy, I did email Matt and we went over the situation. Unfortunately he wasn't able to respond until after I left, but he's waiting for the call when I go back. He told me one thing to check that may mean the network card is shot, so we'll see.

Ditto on that scapegoat, but it's the cable company pos. I should have told them to put in a modem and supplied the router myself.

Thanks,
G
www.GordonsLight.com
"As iron sharpens iron, so one man sharpens another" Proverbs 27:17
Post 7 made on Friday January 6, 2012 at 00:54
highfigh
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On January 5, 2012 at 19:15, GLS said...
1) Yes, I did a microprocessor reset before I hooked everything up.
2) It wouldn't connect to do the firmware update.
3) I own a 3311 and it works great.
4) DENON tech support had me reset the network info (the dump)
5) DENON tech support had me opening those ports. I understand port forwarding. How the hell do I know how they have configured their stuff?
6) I could see the unit ON the network, it was on the client list of the router, AND I could ping it from the router and my phone and it still kept saying that there was no connection!
7) I didn't think opening ports was necessary, but READ #5.
8) The third DENON tech I got had no good suggestions at all.
9) I've been to the class, and I don't remember anyone mentioning the network reset method. The manual (which I've read and downloaded to iBooks on my iPad for use in the field) only mentions the microprocessor reset.
10) The first DENON tech actually suggested I don't update the firmware unless there is a specific need for it.

Dude, read the post before you start typing.
G

I did read your post- I made those comments because some of yours showed that you either didn't look in the manual (admittedly, a PITA at times) or you don't like using the manual (understandable). I guess the Denon CI trainers don't cover the same info. When I was there, we covered these issues. If you have a 3311, you should have known Network Standby needs to be on, unless you don't operate it from your computer (again, understandable).

Did you go into Network Information to see if it actually had an IP address? I installed an AVR-990 and its network card was DOA.

Pg 83 in the advanced section of the manual shows the Web Control function (that's where port forwarding is used).

Here's the Network Setup section; look for Network Connecting- if it's not set to ON, it won't work.
[Link: usa.denon.com]
"People are bastard coated bastards, with bastard filling"
Post 8 made on Friday January 6, 2012 at 00:59
Terrmul
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Double check that you don't have DHCP turned off in the denon. If you set it to a static IP it will NOT connect with some router/ISP combo's. Leave it in DHCP.
www.beyondhometheater.com
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Performance Technology For Your Home.
OP | Post 9 made on Wednesday January 11, 2012 at 23:29
GLS
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On January 5, 2012 at 19:31, scapegoat for hire said...
[Link: wavebroadband.com]

....................... Scrap that POS.

Ding, ding, ding you are the winnah!

Just want to update the post. In a nutshell, I think it was the modem/router. The customer had been having problems too, and is having the cable company come and swap it out.

How cool is it that Matt Good is willing to personally walk me through this? I realize that some people have a problem with Denon, but Denons commitment to the CI channel has always impressed me. Just my 2 cents.

So I am back on Tuesday. I can still control the unit from my iphone, but it keeps saying that it is not connected to the network. So I reset the microprocessor to make sure that the receiver is getting an IP address and showing a MAC address. It is.

Matt has me remove the unit from the entertainment center and take it to the modem/router and connect it directly, then reset again and look for it to connect and go to internet radio. Do that. No connection. I can get on the internet wirelessly with my laptop, but when I connect my laptop directly to the modem with an ethernet cable, nothing. Huh?

So I go back into the modem/router and set everything back to the way it was before I tried to forward ports, pass thru enable, whatever. Don't think that it really changed anything, but what the heck. Maybe I turned off the LAN ports accidently, I don't know.

Also use my LAN tester to check both of the factory-made ethernet cables I used at the modem. They test okay. So I am doubting that it is a cabling issue since there is no connection when connected directly to the LAN ports of the router. And remember, I can still get on the internet with wifi during all of this. I also pull the jack out of the wall behind the entertainment center, check the punch-down, is the pin out correct, is everything punched down tight? Looks good. I put my LAN tester on that and it shows all good, no open or shorts.

Back to the receiver. Reset one more time. Still connected to the LAN ports at the modem/router. Bam. Internet radio, there are the local channels, there is the log in for Pandora. So I take the receiver back to the family room and connect it there to see if there is a problem with the Cat 5e in the wall. Nope, it connects. I work on some other things I had to do, see if the connection holds. Still good. Put it all back together and it is still good. Works fine with the app, and gets Pandora etc. Happy am I, but dang that was frustrating!

Thanks Matt, and everyone else for the input! All's well that ends well!
G

PS: Hasbeen, I stayed until the customer got home from work because of your post. I just started with Square about a month ago and didn't know about the limit on keyed transactions. 30 days would have killed me! Thanks!
www.GordonsLight.com
"As iron sharpens iron, so one man sharpens another" Proverbs 27:17
Post 10 made on Thursday January 12, 2012 at 03:12
Audiophiliac
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On January 6, 2012 at 00:59, Terrmul said...
Double check that you don't have DHCP turned off in the denon. If you set it to a static IP it will NOT connect with some router/ISP combo's. Leave it in DHCP.

That is interesting because I was told by denon tech. today that all denon networked products will eventually not work right when left to dhcp and that they should always be given static ip addresses. In other words, the stuff is designed to fail. :) Awesome!
"When I eat, it is the food that is scared." - Ron Swanson
OP | Post 11 made on Thursday January 12, 2012 at 07:07
GLS
Long Time Member
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On January 12, 2012 at 03:12, Audiophiliac said...
That is interesting because I was told by denon tech. today that all denon networked products will eventually not work right when left to dhcp and that they should always be given static ip addresses. In other words, the stuff is designed to fail. :) Awesome!

I don't believe the tech has that right. Remember, they told me to open ports on the router because of my network connection issues, which is only necessary when you need outside access to the unit for maintainence. As Matt Good explained it to me, this equipment is designed for connection by an end user so it has to be fairly easy to set up, no knowledge of networking necessary. The receiver will work fine with dhcp.

However, if you want to use an android or iPhone app etc, it has to be set for static ip. The app asks for the ip of the unit and then searches for it. If it changes, like ip addresses do, the app won't connect.
www.GordonsLight.com
"As iron sharpens iron, so one man sharpens another" Proverbs 27:17
Post 12 made on Thursday January 12, 2012 at 07:16
Don Heany
Long Time Member
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288
Just an idea here, perhaps the router is set up to handle dhcp instead of the modem. I've seen this before, but only on dsl isp's.

...or maybe a docsis upgrade the pos was unworthy of?

I like Matt's quick responses to all things Denon, very appreciated! I know a lot of other mfgs keep an eye on us here but very few reach out in a positive sense to resolve issues.
Post 13 made on Thursday January 12, 2012 at 11:33
KeyserSoze
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9
Sorry you had so much trouble with the 3312. I had a heck of a time with steaming anything to a 2112 and Ci tech support (highly recommended over Consumer tech support) wasn't much help. That guy on that day told me to go static IP FWIW. Thank goodness for people like Matt. I hate they lost Jeff, he was another bright light at the end of the troubleshooting tunnel.

Network standby is the first thing I fix out of the box (followed by update notifications off). Now, do you turn network standby on or off? Depends on the AVR since they switched the d**n terminology on us last year. Deep breath.

Problems like you've had are the reason we limit what the customer can do. The Denon app is great for installers and DIYers but it wouldn't be any good for any of our customers. A programmed iPhone control system is one thing but the free app opens a can of worms for us. If you give them the ability to screw up something, they will.

Our "LAN tester" collects dust since we got a BERT bandwidth tester. They are painfully expensive but if we had had it before one particular install it would have paid for itself 2 or 3 times over in eaten service calls due to ONE cat5 (18" long) that had a correct pinout but wouldn't pass data correctly. If it passes a BERT test, it WILL work, period. You can't say the same for a pinout checker.

Sorry for being so longwinded, what I meant to say was "awesome, glad it all worked out in the end".
Post 14 made on Thursday January 12, 2012 at 19:28
highfigh
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On January 12, 2012 at 07:07, GLS said...
However, if you want to use an android or iPhone app etc, it has to be set for static ip. The app asks for the ip of the unit and then searches for it. If it changes, like ip addresses do, the app won't connect.

Good to see you got it working.

I guess it depends on the router and whether the connection is lost but mine has been set to DHCP for a long time and any time I have had to change any router settings, all of my equipment has the same IP address. I use the IFIE remote app for iPhone (haven't tried an app for Android yet) and it's great. Works with DLNA, too. Any inputs that aren't being used can be disabled in the app, which shows up as a red circle next to the source, instead of green.
"People are bastard coated bastards, with bastard filling"
Post 15 made on Wednesday February 15, 2012 at 15:35
ianfretwell
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Hi,

Very late to this I know but could the original poster tell us how the FULL reset was performed. I have an issue with my 3312 where everything works except for the web control of Internet Radio where I always get a 'Connection error' window when I try to access it. It did work fine for about a week and I was able to setup some internet radio presets this way - then it just started throwing the error (multiple PC's, different browsers - makes no difference).

The normal microprocessor reset definately doesn't seem to touch this part of the setup as my internet radio presets are always still intact are going back through the setup wizard...

Help....
Pronto RC950
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