NVR..."Connected"...."Disconnected"...."Reconnecting"...."Failed"......REPEATEDLY

[user_709693163278484_709693163278484]

The NVR keeps Disconnecting, and the ReoLink Desktop Client has trouble reaching the NVR, remotely.

We REALLY NEED SOME HELP HERE to figure out what is going on, as WE'RE LOSING VALUABLE VIDEO FOOTAGE FOR AN UPCOMING COURT CASE.

See video of what occurs 90% of the time when we try to download the High-Res, "Clear" video, remotely from the NVR:

https://www.dropbox.com/s/gpfnnc1pn7x5j7n/ReoLink%20NVR%20Constant%20Crashing.MOV?dl=0

Some backstory:

1. We recently just got/installed Comcast/XFinity's best, newest, highest-speed Modem/Router combo AT THE NVR's LOCATION.
2. We upgraded the Internet WHERE THE NVR IS, to the highest-rate/fastest Internet speed offered by XFinity (1.2Gb download, and AT LEAST 40Mbps Upload)....we have run speed tests on the the Internet/Modem/Router, and it is performing at those speeds....so, the Internet speed where the NVR is located is NOT the issue.
3. The NVR in question is connected straight into the Modem/Router via a Cat5/6 cable.

Here is what we've been experiencing, and can't figure out what is going on:

1. We are running the ReoLink Desktop Client on a state-of-the-art iMac running the latest version of Ventura OS.
2. More and more often, the ReoLink Desktop Client, upon booting the software, will have trouble connecting to the NVR remotely, taking up to 10-15 minutes to finally connect to the NVR, and function properly.
3. The NVR will say "Connected" and show us all 5 cameras connected to the NVR.
4. We'll go to a specific camera.
5. We'll change over from "Fluent" to "Clear".
6. We'll go to the Calendar, Date, 1-hour time block of recorded video, select it and start the download.
7. The video will start recording at a rate of (usually) about 1.2Mbps to 1.5Mbps....for a minute or so....then the bit rate will go down to 0.00Bps
8. The NVR will day "Disconnected" and it will start to try to reconnect, stating "Reconnecting"
9. Then, after about 10 seconds or so, it will say, "Failed".
10. Then it will try "Reconnecting"....and will Fail.
11. It will do this over, and over, and over, and over, and over, and over, and over....once again, sometimes for 10-15 minutes. 
12. Eventually it will, actually, get reconnected.
13. And then Steps 3 --> 10, Above, will start all over again....This is becoming a COLOSSAL waste of our time, as we have more important things to do than to babysit the App/NVR, for hours, trying to get it to function properly so we can save our videos for court.
14. When we try to download the "Fluent" versions of these videos, the NVR will USUALLY stay connected, and we'll be able to download that much-poorer-quality video without the NVR disconnecting, but we need the "CLEAR" versions for the courtroom.
15. Lastly, we're logging in remotely, obviously, and the state-of-the-art iMac at my location that we are logging in from, is connected to my Modem/Router via a Cat 8 cable, and my Internet Speeds here are 500Mbps download, so there is NO Internet problem on my end either.
16. SO....if the NVR is connected, via Cat 5/6 to a brand new Modem/Router, capable of 1.2Gb/300Mbps, Download/Upload, respectively....and my new iMac here is connected via Cat 8 to my Modem/Router, running 500Mbps/20Mbps, respectively....WHAT is the issue with the NVR CONSTANTLY Disconnecting/Reconnecting?.....

SEE ATTACHED VIDEO.....this is an EVERY DAY, MULTIPLE-TIMES-A-DAY occurrence.
In fact, it does what you see in the video, about 90% of the time.
We haven't been able to save very many "Clear" videos AT ALL since we got they system installed 2 weeks ago....a lot of them are getting overwritten before we can save them.

We are wasting SO MUCH time just trying to keep the NVR "Connected" and functioning.

So, having been given ALL of this information....can someone please explain why the NVR KEEPS, REPEATEDLY going Offline and having to "Reconnect" when we're trying to download "Clear" video?

We NEED these videos downloaded and saved for an upcoming court case before they get overwritten by the NVR's HDD, and with the NVR CONSTANTLY Disconnecting, we're losing valuable video, and spending a LOT of wasted time just getting the NVR to stay connected.

Please advise us on how to fix this problem, ASAP!

Thanks.

[joseph_1979]

@user_709693163278484_709693163278484 Can you install the Reolink windows client v8.11.0 and try again? If you are connected to the same network as the NVR, do you have the same problem? Ensure you have the updated firmware and client. At the same time you can open a ticket with Reolink support.

[user_796348475793560_796348475793560]

@user_709693163278484_709693163278484 Did you ever find a fix for this?
 
I'm running into the same issue running Reolink v8.15.6 on multiple windows 10
machines.
 
The odd part about my issue is that I have 2 NVRs connected and only one of them
does this on every machine across the board but the issue is only present though the
Reolink desktop app not when I have a monitor connected directly to the NVR.
The issue does not only effect downloading footage but also, you can't view the
cameras live because they are constantly connecting, closing, disconnecting,
connecting, etc.
 
I've updated to the latest firmware for the NVR as well.

[ppasnetkus_600782139682953]

@user_709693163278484_709693163278484

I have 3 Reolink NVRS at 2 different locations. Two get internet access via AT&T at each location. I am able to view all those cameras in the Reo app successfully. The 3rd NVR was added last night and I connected it to my Comcast Business Class internet (which is a seldom used backup internet source for me). I get nothing but connection errors using Comcast! The app won’t connect, period. Technically the ATT upload and download speed is 100 Mb whereas Comcast is more like 100 down and 40 up to a connected device (and 250 down and 100, but that is still really good with only 1 NVR and 3 cameras at the moment. I would suspect Comcast business is doing something to impact streaming, but can’t find any settings related to that. Any ideas? Any way to diagnose this situation?

[qmco_402540530274553]

@user_709693163278484_709693163278484

Was there ever a resolution to this?.... I have the same identical problem with 3 different systems.... All were installed professionally.... The internet service is 1200mbps gigabit level on each.... and the firmware on all the NVRs is on the latest version.

[md]

Downloading highest quality video is a lot of data transfer, something along the way can't handle it. Contact Reolink support for more detailed help. Maybe there is a newer firmware version that works better. I can view/control my NVR through my PC Reolink client app. But I prefer to use a TV monitor plugged into the NVR and a mouse. I have settings controls that way, easy to set up cameras, check the temps of the HDD, etc. Works great. I can download videos from NVR directly to a plugged in usb flash drive. So to preserve those videos you could bypass your router, use monitor/mouse, download the clips from NVR to usb drive, you'd have copies of them.

https://support.reolink.com/hc/en-us/articles/360009060694-How-to-Cut-and-Backup-Recordings-on-Reolink-NVRs/