Overview

A router static route allows devices on the Data Network to communicate with the Just Add Power Device Network through the Just Add Power switch. Some Pakedge router firmware and firewall configurations can interfere with this communication even when a static route has been entered.

This article helps isolate the router path and select a workaround appropriate to the router model and symptom.

Symptoms

• Matrix switching fails in an AMP Standardized Configuration system.
• Device webUI access, endpoint control, or features such as video wall and tiling control fail.
• Ping may succeed even when other communication fails.
• A telnet connection may open and then disconnect.

Isolate the Router Path

1. Record the router model, firmware version, and the functions that fail.
2. Compare the router's static route with the Destination Network, Netmask, and Gateway in the Just Add Power system documentation.
3. From a computer on the Data Network, test ping, device webUI access, and the control function that fails. Record each result separately.
4. Apply a temporary route directly through the Just Add Power switch using the instructions for Windows or macOS. Use the route values for this system.
5. Repeat the same tests from that computer.

If communication succeeds through the temporary route but fails through the router, investigate the router's route, firewall settings, and firmware. This result identifies a difference in the traffic path; it does not identify a particular firmware defect by itself.

The temporary route affects only the test computer. It does not restore access for the control processor or other computers.

Router-Specific Options

RK-1: Check Firmware for HTTP Communication Problems

Pakedge documents a static route port 80 fix in RK-1 firmware 2.00.4, released June 1, 2023. If the affected traffic is HTTP on port 80, including device webUI access, review the RK-1 firmware release notes and the manufacturer's update instructions.

This release note identifies a port 80 fix. It does not confirm a fix for every routing, telnet, or control issue.

Review LAN Masquerading

LAN masquerading has restored communication in some Pakedge installations. Where the router provides the settings shown below, have the network administrator review this workaround.

1. Open Advanced Firewall → Forwards.
2. Record the existing settings for the LAN row.
3. Set Input, Output, and Forward to Accept, and enable Masquerading.
4. Apply the changes and retest the affected functions through the router.

Menu availability varies by model and firmware. Whether a reboot is required for this workaround has not been confirmed.

RT-3100: Firmware 1.99 Workaround

Firmware 1.99 is a previously documented field workaround for static route communication problems on the Pakedge RT-3100.

Before considering a rollback, consult Pakedge for firmware availability, downgrade requirements, and applicability to the installed router. Do not apply this version recommendation to other Pakedge models.

Use the Control Processor Gateway

If router-based access cannot be restored, the control processor can use the Just Add Power switch as its gateway. Follow the Control Processor Gateway instructions and access limitations.

This provides access for the control processor only. Use a temporary route when a service computer also needs access, and verify the processor's other required network services after changing its gateway.

Verification

Remove the temporary computer route before verifying a router-based solution. Retest webUI access, matrix switching, and the endpoint or feature control used by the installation.

If communication still fails, contact Just Add Power Technical Support with the router model, firmware version, route values, and the results with and without the temporary route.