Why Won\'t The Cameras Connect to the App?

nfsmarthome

I recently installed 12 cameras to a job site.

I had to give all of them individual static IP addresses as to not cause disruption of service due to a power surge or blackout.

All cameras have loaded and can be seen in the Reolink desktop Client app.

However, they will not attach to the device app.

I have spoken to customer service and could not get a cohesive solution due to a) they are 12hrs. ahead in time zone and b) customer service representatives do not have a grasp on the english language and do not understand what I have explained to them.

The steps I've taken so far:

I have brought them back to factory settings to no avail.

I have scanned the QR code to no avail.

I have entered the UID code to no avail.

I have entered the IP and Port addresses to no avail.

I cannot get a comprehensive answer from tech support to help my client to achieve satisfaction in getting to see the cameras when they are not physically in the office.

If any of the community has any suggestions, please reply.

Crimp On

I do not understand what static IP addresses has to do with power surge or blackout. If power is interrupted, all cameras will turn off. (along with everything else). When power comes back, the network DHCP server will provide IP addresses to the cameras. I have my DHCP server set to "assign" IP addresses to cameras based on their MAC address. Power has gone off many times, and the cameras always come back on line with the correct IP addresses.

HOWEVER... my guess is that IP address has nothing to do with the issue. The only way the smartphone app can view cameras is by their UID. Each camera opens a link to the Reolink "cloud" announcing "I can be found HERE." If someone has the smartphone app, the UID, user name, and password, they can connect to the camera.

What I have found is that it is easiest to configure the Reolink "app" by connecting the smartphone to the LAN where the cameras are located, click the "Add" button, and then select "Scan LAN" (not QR code or entering data). Within seconds, all the cameras will be found and added to the app. Then, disconnect from WiFi and use the app over the LTE (cell) connection and verify that cameras can be viewed.

Cynthia

Hi nfsmarthome! Could you please let me know the ticket number and I'll check with the support team first. Also may I know is your phone connecting to the same network as the cameras? Or you are using other wifi or 4g? Please make sure you've allowed the reolink app to use the mobile data first if you are using 4G. It's on the general setting of your phone.