Touchscreen and app can't connect

[DarioH]

Customer got a new Netgear Nighthawk modem/router.  It connects to a dumb network switch and ea-3 controller connects to that network switch as well as the touchscreen cameras.  The switch is fine.  The touchscreens get an IP address.  I'm able to see that controller gets an IP address via ovrc, and since ovrc connects to it, it gets internet access.  There is a CA-1 controller in another location on site that somehow became the Primary Controller?  I can ping that from the EA-3 inside the house, but ovrc sees it as offline.   Would the touchscreens be in "identify" mode if that CA-1 controller is offline?  Is it possibly its the new modem somehow, the IP address scheme is the same as the old one. 192.168.0.x.  

What else should I troubleshoot?

[msgreenf]

no, controls can't just "become a primary controller

[DarioH]

2 minutes ago, msgreenf said:

no, controls can't just "become a primary controller

ok, is the primary controller the one that is actually registered?  In my ovrc my ea-3 and ca-1 are showing up as secondary controllers?  How can that be?  The EA-3 is the one that is registered.  Maybe ovrc is wrong.  I'm still unsure why its not letting me remote connect, nor is it showing up in the app.  The DNS is fine, points to 8.8.8.8, gateway is fine. no firewall blocking any traffic.  What else could it be?

[msgreenf]

sounds like an issue that may require being on the local network to resolve

[DarioH]

I know, im just trying to figure out what other things I can try to have the customer help with troubleshooting.  He is pretty techy, and is trying to figure out his home network, but I'm trying to eliminate it being something that Control 4 controller is doing.  I'm sure its local network, but I can't for the life of me think of any more things to look at.  The controller pings and connects to the internet and ovrc, but I can't connect to it via remote, or the app?