LPA videos unavailable due to port forwarding

KB02607.

Problem: LPA Module that used to work shows the message "Video Unavailable" when attempting to view videos.

Solution:
Port forwarding is potentially an issue. This can happen when a router is factory reset for troubleshooting purposes, or replaced due to an upgrade or damage from the Internet Service Provider (ISP), or replaced due to a change in ISP (example switching from Comcast to AT&T). The internal and external port should be set to 12501 with the IP address associated to the DC box.

As the ISP router not a Petrosoft device, it is the customer’s responsibility to ensure port forwarding is enabled on the router for LPA to function properly.

Every manufacturer uses a different user interface, so there is no set specific pathway to find the port forwarding options. They are typically listed in the Firewall section of the router.

The customer will need to either contact a technician or consult the manufacturer website for the manual of their router for assistance in port forwarding.

Here are a couple popular ISP and router manufacturers port forwarding information. If the customer’s ISP or router manufacturer is not listed, please have them check the ISP or manufacturer website.

Netgear: https://kb.netgear.com/24290/How-do-I-add-a-custom-port-forwarding-service-on-my-Nighthawk-router

Comcast: https://www.xfinity.com/support/articles/port-forwarding-xfinity-wireless-gateway

AT&T: https://www.att.com/support/article/u-verse-high-speed-internet/KM1123072/

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