Important Notice: Firmware version 3.0 has just been released. Documentation updates are pending. Some features and interfaces described in this manual may differ from the latest firmware version. Please check for updated documentation or contact support for information about new features in firmware 3.0.
WINK Media Router Logo

WINK Media Router

Advanced Video Distribution & Management Platform

User Manual for Professional Streaming Infrastructure

Version 1.5.X Firmware | Series 1xx, 2xx, 62x & Virtual Machines

WINK Streaming

Table of Contents

1. Getting Started

The WINK Media Router facilitates service and distribution of live video streams. The WINK Media Router enables advanced delivery, security and authentication controls of your live streaming video. The WINK Media Router also offers aggregate video publish and highly available functionality.

Key Capabilities

  • Multi-protocol video distribution (RTMP, RTSP, SRT, WebRTC, HLS, MPEG-DASH)
  • Camera protocol emulation (Axis, Panasonic, Sony, Hikvision, Dahua, Bosch)
  • Advanced security with ACLs and OTP authentication
  • High availability with VRRP failover
  • Network bonding for increased throughput
  • RESTful API for automation and integration
  • Real-time monitoring and statistics
  • Support for 3rd party modules and plugins

This document covers the basic concepts of the configuration. For advanced controls, functionality and advanced routing options, especially if you wish to use multiple WINK Media Routers and/or multiple WINK Forges, it is recommended you pair your network design with WINK Crossroads.

Note: This document doesn't cover route options beyond creation of Application or Publish instances. These controls are only exposed via API or WINK Crossroads.

2. Web Interface Access

The web interface can be accessed via HTTP on TCP Port 88 or HTTPS on TCP Port 444.

Important: Access via port 88 is to be deprecated in future firmware releases for security and performance reasons. Please migrate to HTTPS on port 444.
Tips for Secure Access:
  • Generate a self-signed certificate (See SSL Section) and add it to your browser authorized list to avoid certificate warnings
  • Corporate environments offering secondary bundling are fully supported by the WINK Media Router certificate manager
  • The only requirement is that certificates are included in a single PFX bundle

2.1 Default Login

Default login credentials for the web administration interface are:

Default Credentials

  • Username: admin
  • Password: admin
Security Notice: Change the default credentials immediately after first login to ensure system security.

3. System Internals

3.1 Paths and Access URLs

Local publishing for Web output mode (RTMP, HLS, MPD & JPG) is commonly used as the standard output in addition to a parallel output for debugging purposes.

The standard input path is:

rtmp://$MEDIA-ROUTER_ADDRESS/$ROUTE/$GUID_$STREAMNAME

Example URLs

Protocol URL Format Example
RTMP Input rtmp://[server]/[app]/[stream] rtmp://192.168.1.100/live/WMR1-ABCD-1234_camera1
HLS Output http://[server]/[app]/HLS/[stream] http://192.168.1.100/live/HLS/WMR1-ABCD-1234_camera1
DASH Output http://[server]/[app]/DASH/[stream] http://192.168.1.100/live/DASH/WMR1-ABCD-1234_camera1

3.2 HLS and MPEG-DASH Configuration

WINK Media Routers produce HLS and MPEG-DASH sequences with the following default parameters:

Default Streaming Parameters

  • Segment Size: 5 seconds
  • Playlist Length: 30 seconds
  • Format: TS segments for HLS, fMP4 for DASH
Note: These parameters can only be customized using WINK Crossroads for advanced deployments requiring different segment or playlist configurations.

Static JPEGs (Video Previews)

Static JPEGs or previews are produced at a rate of once every 10 seconds. The system will retain and display the last generated JPEG as long as the stream remains in the start status regardless of input availability. The JPEG creation frequency or interval can only be modified using WINK Crossroads.

The file's timestamp provided over the HTTP or HTTPS protocol can be referenced to verify the date or time of the file's production.

3.3 Access Control Lists

Access is defined per application instance. The correct syntax is IP-based CIDR notation with comma-separated values.

ACL Examples

Example Description Includes
192.168.1.0/24 Single subnet 192.168.1.1 – 192.168.1.254
192.168.1.0/24, 10.20.20.0/27 Multiple subnets 192.168.1.1 – 192.168.1.254 and 10.20.20.0 – 10.20.20.31
any or 0.0.0.0/0 All addresses All IP addresses

Publish ACL (IP Address Publish)

This parameter defines the allowed address of hosts, WINK Forges, WINK Media Routers or WINK Gateways permitted to publish to the WINK Media Router.

Default Policy: The default policy is to deny publish from all. You must explicitly allow publishing sources.

Playback ACL (IP Address Playback)

This parameter defines the allowed address of hosts permitted to view streams for the RTMP protocol. This value does not affect or control HTTP-based protocols.

Default Policy: The default policy is to deny viewing from all. You must explicitly allow playback clients.
Tip: For advanced access controls, your network firewall is the ideal resource. Use ACLs for basic restrictions and firewall rules for comprehensive security.

3.4 One-Time Password (OTP) Authentication

One-Time Password is the ideal way to secure live and video on demand streams from unwanted or unauthorized viewers. OTP with predefined auto-renewing expiries is one of the easiest ways for simple control and integration into existing video players.

OTP Benefits

  • Time-limited access tokens
  • No password storage in player applications
  • Automatic expiration prevents unauthorized sharing
  • Easy integration with existing authentication systems
  • Per-stream or per-user access control

See supplemental API documentation for OTP implementation details.

3.5 Globally Unique Identifier (GUID)

Each WINK Media Router is issued a Globally Unique Identifier, and no two systems will contain the same GUID. This value, as the name implies, is unique. Uniqueness is important to avoid collisions of publishing and to help identify the owner of a stream to a specific WINK Forge.

Example GUID

WMR1-BAF9-BCBB-578A-6764

These values are respected as a unit by the WINK Media Router and must be referenced when accessing, manipulating or viewing streams.

Virtual Machine Note: When working with virtual machines, the GUID may need to be reinitialized via the FMConsole in the event of a clone or MAC address change.

GUID Collision Avoidance

If your deployment requires duplicate GUIDs across devices for high availability purposes, it is recommended to isolate the publishers via Media Router or unique Application or publish points.

4. Network Ports and Communication

The following tables define the inbound and outbound ports required for operation of the associated protocols.

Required Ports

Protocol Direction Protocol Port
RTMP Inbound + Outbound TCP 1935
HTTP Media Inbound + Outbound TCP 80
HTTP Admin Inbound TCP 88
HTTPS Media Inbound + Outbound TCP 443
HTTPS Admin Inbound TCP 444
RTSP Inbound + Outbound TCP 554
RTSP UDP Inbound + Outbound UDP 554
RTSP UDP Range Inbound + Outbound UDP 1024-32000
NTP Outbound UDP 123
SMTP Outbound TCP 25 (configurable)

Optional Ports

Protocol Direction Protocol Port
NTP Server Inbound UDP 123
SNMP Inbound TCP 161
SSH Inbound TCP 22
ZeroConf Inbound + Outbound UDP 5353
HTTP Media Alt Inbound TCP 8080
API Inbound + Outbound TCP 444

5. Media Formats and Protocols

The WINK Media Router supports a wide range of popular and standard transport protocols. In addition, a broad range of custom or proprietary transport protocols are supported. There are furthermore a number of proprietary protocols provided by WINK Streaming and partner companies or vendors.

Important: Please note a number of standard protocols are bundled or augmented with custom overloads that may be outside your expectations when working with a standard protocol.

5.1 RTMP

RTMP Protocol Suite

  • Suite: RTMP, RTMPE
  • Direction: IN, OUT
  • Port: TCP 1935
Deprecated Protocols: RTMPT, RTMPTE and RTMPS are no longer supported due to security issues in the design of the protocol.

5.2 RTSP

RTSP Configuration

  • Suite: RTSP/RTP/RTCP
  • Direction: IN, OUT
  • Authentication: BASIC | DIGEST
  • Transport: TCP (Interleaved) | UDP | UDP Multicast
  • Codecs: H.264, H.265/HEVC, MJPEG, MPEG-4, VP8, VP9
  • Audio: AAC, G.711, G.722, Opus

Enhanced RTSP Features:

Note: The WINK Media Router is capable of automatically detecting and using Digest Authentication whenever available. The WINK Media Router will always try Digest authentication before proceeding with basic authentication.

5.3 HTTP/HTTPS

HTTP Protocol Support

  • Suite: HTTP, HTTPS
  • Direction: IN, OUT
  • SSL/TLS: Certificates will be ignored (no verification on inputs)

Usage format:

http://server{:port}/{path}/{?parameters} # Example: http://192.168.50.20/videostreaming.cgi?user=bob

5.4 HLS

HTTP Live Streaming

  • Direction: OUT
  • Protocol Type: HTTP Live Streaming
  • Segment Format: TS
  • Playlist Format: M3U8

Usage format:

http(s)://$MEDIA-ROUTER_ADDRESS/$ROUTE/HLS/$GUID_$STREAMNAME

5.5 MPEG-DASH

Dynamic Adaptive Streaming

  • Direction: OUT
  • Protocol Type: Dynamic Adaptive Streaming over HTTP
  • Segment Format: fMP4
  • Manifest Format: MPD

Usage format:

http(s)://$MEDIA-ROUTER_ADDRESS/$ROUTE/DASH/$GUID_$STREAMNAME

5.6 SRT (Secure Reliable Transport)

SRT Protocol Support

  • Direction: IN, OUT
  • Mode: Caller, Listener, Rendezvous
  • Encryption: AES-128/256 with passphrase
  • Port: UDP (configurable, default 9000)
  • Latency: Configurable 20ms - 8000ms

SRT Features:

Best Practice: Set SRT latency to 2.5-4x your network RTT for optimal performance. For internet delivery, 120-1000ms is typically sufficient.

5.7 WebRTC

WebRTC Support

  • Direction: IN, OUT
  • Publishing: WHIP (WebRTC-HTTP Ingestion Protocol)
  • Playback: WHEP (WebRTC-HTTP Egress Protocol)
  • Signaling: WebSocket/HTTP
  • Video Codecs: AV1, VP9, VP8, H.264 (baseline profile for WHIP)
  • Audio Codecs: Opus, G.711, G.722
  • Transport: SRTP over ICE/DTLS
  • STUN/TURN: Configurable servers

WebRTC Features:

# WHIP Publishing Endpoint http://MEDIA-ROUTER-IP:8889/streamname/whip # WHEP Playback Endpoint http://MEDIA-ROUTER-IP:8889/streamname/whep

5.8 Camera Protocol Emulation

The WINK Media Router can emulate various camera manufacturers' protocols, enabling seamless integration with VMS platforms that don't support standard protocols. This powerful feature allows the router to appear as a native camera to the VMS.

Supported Camera Emulations

  • Axis: VAPIX API emulation (most comprehensive support)
  • Panasonic: i-PRO protocol support
  • Sony: VISCA over IP and CGI commands
  • Hikvision: ISAPI protocol emulation
  • Dahua: HTTP API emulation
  • Bosch: BVIP protocol support

Use Cases for Camera Emulation

Important: Camera emulation requires appropriate licensing and configuration. For detailed configuration instructions and advanced use cases, refer to the WINK Video Bridging Manual available at wink.co/documentation/WINK-Video-Bridging-Manual-2025.html

Example: Axis Camera Emulation

When configured for Axis emulation, the Media Router responds to:

# VMS Discovery URL http://$MEDIA-ROUTER_IP/axis-cgi/param.cgi?action=list&group=root.Brand # Stream Access URL rtsp://$MEDIA-ROUTER_IP/axis-media/media.amp?videocodec=h264

5.9 UDP/MPEG-TS

UDP/MPEG-TS Support

  • Direction: IN, OUT
  • Transport: UDP Unicast, UDP Multicast
  • Container: MPEG Transport Stream
  • Ports: Configurable (default 5000-5999)
  • Multicast Range: 224.0.0.0 - 239.255.255.255

Use Cases:

# UDP Unicast Output udp://192.168.1.100:5000 # UDP Multicast Output udp://239.255.1.1:5000

5.10 Comprehensive Codec Support

Video Codecs

Codec Input Output Notes
H.264/AVC All profiles supported, baseline required for WHIP
H.265/HEVC Main and Main10 profiles
AV1 Next-gen codec, excellent compression
VP9 WebRTC and YouTube compatible
VP8 Legacy WebRTC support
MPEG-4 Legacy camera support
MJPEG Low-latency, high bandwidth
MPEG-1/2 Broadcast compatibility

Audio Codecs

Codec Input Output Typical Use
AAC High quality, widely supported
Opus WebRTC, excellent quality
MP3 Legacy compatibility
AC-3 Broadcast/theatrical
G.711 (PCMU/PCMA) VoIP, telephony
G.722 Wideband telephony

6. Settings

6.1 User Accounts

Accounts are managed when logged in as admin in the Settings → User Accounts section.

Default Credentials

WINK Media Routers are instantiated with the following default account login credentials:

Username Password Role
admin admin Administrator
apiuser apipass API User

Permission Levels

Three permission levels exist in the WINK Media Router via the local management interface:

ADMIN

Superuser with ability to view, edit, create, and delete all settings.

OPERATOR

Ability to view, stop and start streams. This user permission level can also reboot the system.

APIUSER

Ability to perform API commands using the API interface. See API Section for additional information.

Module Requirements: To use additional modules, creation of additional users specific to that module may be required. For example, to use the OTP interfaces requires the creation of the user: otpuser.

6.2 Network Configuration

WINK Media Routers can be configured with static or dynamic IP addresses, though it is highly recommended that users always use a static IP address. Optional network failover bonding is available by selecting two interfaces and setting the correct network parameters.

Default Network IP Address

Default Network Configuration

  • IP Address: 192.168.50.100
  • Subnet Mask: 255.255.255.0 (/24)
  • Interface: Primary network interface

Each WINK Media Router comes preconfigured with this default IP address. This system will always be available as a backup mechanism to contact the system via the primary network interface.

Multiple Systems: If using multiple WINK Media Routers, isolate the interfaces via physical switching or network VLAN isolation to access each system uniquely using this method.

Bonding Modes

The default bonding mode is failover, where the first interface is active and the secondary interface is used in the event the primary interface fails. Alternative bonding modes are available to suit your network environment and performance needs.

Performance Tip: If your bandwidth approaches 800 Mbps, it is best to use a bonding mode that can accommodate dual interfaces. LACP is ideal if your switching environment supports this type of configuration; otherwise ALB mode 6 will allow outbound transfers up to 2000 Mbps.
Mode Name Description Use Case
0 Balance Round Robin Transmits packets in sequential order across interfaces Load balancing and fault tolerance
1 Active-Backup One interface active, others in standby Simple fault tolerance (default)
2 Balance XOR Transmits based on XOR formula Load balancing with same slave for each destination
3 Broadcast Transmits on all slave interfaces Specific use cases only
4 802.3ad (LACP) Dynamic Link Aggregation Requires switch support, best performance
5 Transmit Load Balancing Adaptive transmit load balancing When inbound > 1Gbps, outbound < 1Gbps
6 Adaptive Load Balancing Transmit and receive load balancing No switch support required, good performance

MTU Configuration

A maximum transmission unit (MTU) is the largest packet or frame size, specified in octets (eight-bit bytes) that can be sent in a packet- or frame-based network such as the internet.

Fragmentation Issues: One of the most common problems related to MTU is that sometimes higher-level protocols, cameras or encoders may create packets larger than normal ethernet length packets. These larger packets become fragments and under network load result in out of order packets.
Best Practices:
  • Standard Ethernet MTU: 1500 bytes
  • Jumbo Frames: 9000 bytes (requires full path support)
  • VPN/MPLS networks may require smaller MTU (1400-1450)
  • Wireless bridges often require reduced MTU

6.3 VRRP High Availability

Virtual Router Redundant Protocol (VRRP) is an open source protocol very similar to Cisco's HSRP. It enables multiple devices to share a Virtual IP address in a master/slave configuration.

VRRP Benefits

  • Automatic failover without reconfiguration
  • Sub-second failover times possible
  • No single point of failure
  • Transparent to end users
  • Support for multiple backup levels

VRRP uses the multicast address 224.0.0.18 for communication. To ensure VRRP communication between hosts, you must allow continuous multicast communication between WINK Media Routers via this multicast address.

VRRP Configuration Parameters

Parameter Description Example/Options
VRRP State Role of this router Disable, Master, Backup
Router ID Shared ID for VRRP group 1-255 (must be same on all members)
Priority Election priority (lower = higher priority) 1-254 (1 = highest priority)
Interval Heartbeat interval 1-255 seconds (default: 1)
Source IP Primary IP of this router 192.168.1.100
Password Authentication password Alphanumeric only
Virtual IP Shared virtual address 192.168.1.200/24 (CIDR notation)
Failover Timing: VRRP has built-in safety to prevent takeover due to packet loss. Three consecutive failures must occur before failover takes place. With a 1-second interval, failover occurs after 3 seconds.

6.4 System Options

Hostname Configuration

The system hostname should be a unique name for each WINK Media Router in your local and global deployment. The hostname has the following requirements:

License Warning: Special consideration of the hostname should be considered as changing the hostname may create licensing conflicts and in some cases may require a license to be reissued or revoked.
Naming Convention Example:
MediaRouterSecurityZone1.WINK.MyCompany.com

Time Management

Local or remote NTP time servers are essential for maintaining several services on a WINK Media Router including:

NTP Best Practices

  • Use at least two NTP servers for redundancy
  • Prefer local NTP servers over internet servers
  • Public NTP pools available at www.ntppool.org
  • Can use other WINK devices as NTP sources in isolated networks

6.5 SSL Certificate Management

In the event you wish to use signed certificates with your WINK Media Router, you have the option to generate a certificate and either self-sign the certificate or have the certificate signed by a signing authority.

Best Practice: Generate and self-sign an SSL certificate. Operators and Administrators should then trust this certificate in their browser to avoid warnings and to quickly spot a man-in-the-middle attack.

Certificate Requirements

Legacy Certificates: Certificates issued prior to spring of 2016 may require special attention. Contact WINK Streaming technical support if you plan to use an older issued certificate.

7. Tools

The WINK Media Router includes several diagnostic tools to help troubleshoot network and streaming issues.

Available Tools

Ping Test

ICMP ping to verify connectivity

MTR

Combined traceroute and ping analysis

TCPDump

Packet capture for advanced debugging

Traceroute

UDP-based path discovery

RTSP Probe

Test RTSP camera connectivity

API Tester

Test REST API commands

TCPDump Advanced Usage

This tool is for advanced testing to confirm receipt or delivery of data from a camera encoder or to a media delivery point.

Advanced Tool: This tool should be used with instructions provided by WINK Streaming technical support. It uses the underlying GNU tool TCPDUMP.

8. Monitoring and Support

System Graphs

System graphs should be your first point of reference when starting a debug process. A quick look at the CPU and Network graphs often very clearly paints a picture of an issue.

Network Graphs

Network graphs indicate the inbound and outbound of the primary network interface.

Performance Warning: It is essential to monitor that you are not using 100% of your network throughput or you can potentially run into latency, buffer issues and packet loss. It is recommended that users not exceed 80% of a single network interface.

System Memory

Memory graphs indicate the amount of used and available memory.

Normal Behavior: The system may swap unused memory to disk, and this is a safe and normal procedure. Monitor for consistent high memory usage above 90%.

System CPU

CPU graphs indicate the amount of used and idle CPU available.

Performance Impact: It is essential to monitor that you are not using 100% of your CPU or you can potentially run into latency and buffer issues.

Logs

The logs are a sortable and searchable interface, with a maximum limit of 10,000 records. Available log types include:

9. REST API

The REST API provides a range of functionality for both programmatic operation and administration.

API Capabilities

  • Stream management (start, stop, status)
  • Configuration management
  • Statistics and monitoring
  • OTP token generation
  • User management
  • System control

See the WINK Streaming - REST Command API document for detailed API documentation.

Integration Partners: Please contact partners@winkstreaming.com for supplemental documentation.

10. Advanced Configuration

Network Optimization Parameters

These advanced parameters can be configured when working with WINK Forge for optimized stream handling:

Parameter Description Recommended Value
buffer_size Input buffer in KB 1024-4096
rtsp_transport RTSP transport mode tcp (more reliable)
srt_latency SRT latency (ms) 120-1000
timeout Connection timeout (µs) 10000000 (10 sec)
reconnect Auto-reconnect on failure enabled
SRT Best Practices: Set latency to 2.5x your network RTT for optimal performance. Use passphrase for encryption in production environments.

API Integration

OTP API Reference

The Media Router provides comprehensive API support for OTP token management:

Create OTP Token

curl -d "apiuser=apiuser&apipass=apipass&action=create&duration=60&hash_type=numeric&hash_length=20" \
     -X POST https://router.example.com/otp/api/

Parameters:

  • duration: Token lifetime in minutes (1-525600)
  • hash_type: alpha, numeric, or alphanum
  • hash_length: Token length (8-128 characters)

Extend OTP Token

curl -d "apiuser=apiuser&apipass=apipass&action=extend&token=24814928371014572819&duration=900" \
     -X POST https://router.example.com/api/v1/otp/

Query Token Status

curl -d "apiuser=apiuser&apipass=apipass&action=query&token=24814928371014572819" \
     -X POST https://router.example.com/api/v1/otp/

Stream Control API

When integrated with WINK Forge, the Media Router supports advanced stream control:

<wink_api user='apiuser' pass='apipass' key='shared_key'>
    <req id='unique_id' command='route_update'>
        <route>application_name</route>
        <guid>FORGE_GUID</guid>
        <stream>stream_name</stream>
        <action>add|remove</action>
    </req>
</wink_api>

High Availability Configuration

Multi-Router Setup

For mission-critical deployments, configure multiple Media Routers in a high-availability configuration:

  1. Primary/Secondary Setup:
    • Configure VRRP with matching Router IDs
    • Set priority values (lower = higher priority)
    • Use shared Virtual IP for client connections
  2. Load Balanced Setup:
    • Deploy multiple active routers
    • Use DNS round-robin or hardware load balancer
    • Configure identical applications on each router
  3. Geographic Distribution:
    • Deploy routers in multiple data centers
    • Use GeoDNS for client routing
    • Configure cross-region replication

Performance Optimization

System Tuning

Component Optimization Impact
Network Buffers Increase kernel buffer sizes Reduces packet loss at high bitrates
CPU Affinity Bind processes to specific cores Improves cache efficiency
Memory Allocation Pre-allocate memory pools Reduces latency spikes
Disk I/O Use SSDs for HLS/DASH segments Faster segment delivery

Monitoring Best Practices

Advanced Authentication

Authentication Methods

The Media Router supports multiple authentication methods for different use cases:

Method Use Case Configuration
Internal Simple username/password Configured in user management
HTTP-Based External auth server HTTP endpoint for validation
JWT Token-based auth Public key or shared secret
OTP Time-limited access API-generated tokens

JWT Authentication

For scalable, stateless authentication:

JWT Configuration

  • Algorithm: RS256, HS256
  • Claims: sub, exp, iat, custom claims
  • Validation: Signature and expiration
  • Header: Authorization: Bearer {token}

HTTP-Based Authentication

Integrate with existing authentication systems:

# Authentication endpoint called by Media Router
POST https://auth.example.com/validate
Content-Type: application/json

{
  "username": "user",
  "password": "pass",
  "ip": "client_ip",
  "path": "stream_path"
}

# Expected response
{
  "authenticated": true,
  "permissions": ["read", "write"]
}
            

Integration with WINK Ecosystem

WINK Forge Integration

The Media Router works seamlessly with WINK Forge for complete streaming workflows:

Typical Configuration

  1. WINK Forge transcodes incoming streams
  2. Media Router receives transcoded outputs
  3. Router distributes to multiple protocols/destinations
  4. OTP authentication secures viewer access

WINK Archive Integration

For recording capabilities, integrate with WINK Archive:

WINK Crossroads Integration

For advanced routing and load balancing:

11. Troubleshooting

System Issues

Hardware Information

All WINK Media Router Hardware Appliances are Dell OEM Systems. OEM Manufacture and "Dell Marks" can be found printed directly on the hardware appliance. Keep Dell Service Tag information available in your records.

Common System Issues

Issue Possible Causes Resolution
Failure to Boot Hardware failure, corrupt firmware Contact WINK technical support
Slow Boot Times Network disconnected, IP conflict, incorrect bonding Verify network configuration
Front Panel Yellow/Orange Hardware alert Note error code, contact support
High Fan Speed High temperature, fan failure, PSU issue Check ambient temp (max 17°C/63°F)

Network Issues

Connection Methods

WINK Media Routers offer multiple methods to connect with factory default settings:

  1. Static Default IP: 192.168.50.100/24
  2. Console Administration Tool
  3. FMConsole
  4. USB Network Config (Hardware appliances only)

Common Network Issues

Issue Troubleshooting Steps
No Response to Ping
  • Verify cable connections and link lights
  • Confirm IP address and subnet
  • Test with laptop on same network
  • Check for IP conflicts
Cannot Reach External Networks
  • Review gateway settings
  • Check subnet mask
  • Use traceroute tool
  • Verify DNS settings
802.3ad Bonding Fails
  • Verify switch LACP configuration
  • Check both interfaces are connected
  • Confirm matching speed/duplex
  • Review switch logs

Support

Contact Information

Information to Include in Support Requests

  1. Customer ID
  2. WINK Media Router Serial Number
  3. WINK Media Router Model Number
  4. WINK Media Router Firmware Version
  5. Time/Date of the issue
  6. Detailed description of the issue
  7. Screenshots of related settings
  8. Copy of recent logs
  9. IP Address of the system
  10. CDN provider (if applicable)
  11. 3rd party modules in use
  12. Camera makes and models
  13. Contact information
  14. Reseller or VAR (if applicable)
Ticket Management: Once the email has been processed, you will receive instructions indicating status and how you can manage, modify and update your ticket. Tickets can be escalated via the ticket management interface relative to your support service agreement.