Router Communication
If a router shows as disconnected, or routes are failing, use this guide to diagnose the issue.
Router shows as disconnected
Section titled “Router shows as disconnected”1. Verify the router is reachable
Section titled “1. Verify the router is reachable”- Confirm the router is powered on and connected to the network.
- Check that the appliance and router are on the same network (or that routing between their subnets is configured).
- Verify the IP address configured in Birch matches the router’s actual IP. Some routers use DHCP and their address may have changed.
2. Check the port number
Section titled “2. Check the port number”Each protocol uses a specific control port. Verify the port configured in Birch matches what the router expects:
| Protocol | Default Port |
|---|---|
| Videohub | 9990 |
| GVG Native | 12345 |
| Ultrix | 5000 |
| SW-P-08 | Varies by device |
| Quartz | Varies by device |
| LRC | 52116 |
3. Verify the protocol driver
Section titled “3. Verify the protocol driver”Make sure you’ve selected the correct protocol driver for your router. Check your router’s documentation if you’re unsure which protocol it supports. See Supported Protocols for guidance.
Routes stuck in Pending
Section titled “Routes stuck in Pending”If routes are created but never transition to Complete:
- Check the router connection — A route can’t execute if the router is disconnected.
- Check for port changes — If the router’s ports have been reconfigured externally, the source or destination IDs in Birch may no longer match.
Routes fail immediately
Section titled “Routes fail immediately”If routes transition from Pending to Failed:
- Router lock — The destination may be locked from an external control system. Check the router’s front panel or native control software for lock indicators.
- Invalid port — The source or destination may have been removed or reconfigured on the router since it was last synced.
General troubleshooting
Section titled “General troubleshooting”If a router is behaving unexpectedly, try these steps in order:
- Verify basic connectivity — Can the appliance reach the router on the network?
- Check the protocol and port — Are they correct for this router?
- Restart the connection — Navigate to the router in Devices and check if reconnecting resolves the issue.
- Contact support — If the issue persists, provide the router name, protocol, and a description of the behavior.