I installed the NVR and 4 trackmix cameras back home, all went fine and now that i am back to New York, the entire system wont work and tech support said they cant do anything to fix it.

[Don Gato_805086213865620]

I went back home to installed 1 NVR and 4 trackmix cameras, the installation went fine, i could see my cameras on the app and on Reolink Client without problems. But now i am back to New York and nothing works. I called tech support and they said i have to be physically next to my NVR to fix it. I can't believe i spend almost $1000 us dollars to buy the system, and another $1000 to install it and now is useless. I won't be back home until next year and Reolink can't do anything to help me.
Maybe one of you knows more than these ladies on tech support, they are not very knowledgeable on their own system, many times you got to tell them how it works ...
I will appreciate if any of you can help me bring back online my system, now on my app i cant connect to my cameras, and in the Reolink Client i cant connect with my NVR at all ...

Please help ...

[joseph_1979]

@don-gato_805086213865620 Did you enable the UID? Did you connect the cameras directly to the nvr or through a switch? My recommendation is through a managed switch. This enables you to access the cameras via the nvr and directly. Moreover we even install a micro sd whereby triggered events are stored on the SD and the 24x7 recordings onto the nvr.

[tomsreolink]

@don-gato_805086213865620 Before you left the installation, did you test your setup by disconnecting from local Wi-Fi and using your phone's cellular service to verify the app worked, and would work from "the outside"? Did you set-up a hotspot on your phone and use your laptop/Reolink Client to verify that it also worked as if you were "back to New York"? If not, that was a mistake.

If Joseph is right that your UID is not enabled, you should be able to walk someone locally (at the NVR) into fixing it.

1. Have them use the USB mouse you plugged-in to the NVR, or bring their own.
2. Assuming your NVR is connected to a display, have them right-click on the screen and click on the Settings icon lower-right.
3. In the left-hand column that appears, click on the last item called "System"
4. On that screen, select "Info" top right and the item there called "Allow Reolink App CLient to access the device via WAN using UID" needs to be turned ON

If that is already ON and it still doesn't work, that may mean your router there is blocking it somehow.

[Don Gato_805086213865620]

Hi Joseph, i am new to the system, i dont remember if the UID is enable, i didnt use a switch, i just connected the cameras on the NVR and the app and Client forked fine while i was there. Now nobody have access to the NVR because is inside a locked house ... I didnt know i was going to have problems if i leave the place and that it will be impossible for Rolink to fix it from their side ...

[Don Gato_805086213865620]

@tomsreolink Hello, i was using my phone app perfectly fine while i was there, no issues with it or the Reolink Client on my pc. My biggest problem is that my modem and the NVR are inside a locked house and nobody cant access to it ... I didn't know it need to be in order to work properly ... And at this point i have no idea how to fix it remotely and neither does Reolink ...
Is ironic how i have inside my home 4 really cheap cameras and all of them are working fine with no problems at all and the expensive ones that i installed outside, are not ...

[joseph_1979]

@don-gato_805086213865620 You didn't conduct all the necessary tests. So the smartphone was connected to the home WIFI when you connected to the NVR and so there is no need of the UID. UID is needed for remote access.

What you need is someone with a PC having Reolink client installed and connected to your home network. Then run Quick Assist on both PC and ask the other one to grant you full access. The client will detect the NVR and use your credential to log on. Then enable UID. No need to be in the locked room.

Follow this https://support.reolink.com/hc/en-us/articles/900003743146-How-to-Enable-Disable-UID-via-Reolink-NVR-New-UI/

[Don Gato_805086213865620]

@joseph_1979 Thank you for your reply, I understand now what i have to do, but I still have the problem because the laptop i used to download the Client is also back home ... I guess i will need to fly back home to fix this ... I have no choice ... Thank you guys for your knowledge ands time ...

[tomsreolink]

@don-gato_805086213865620 Does your app show the camera thumbnails with their last good images, but with "Device disconnected" appearing on each? If yes, then that UID switch is likely turned-off i.e. that's what my app shows if my NVR's UID is turned off. Next time you go there be sure once you've turned UID to On that you can turn-off Wi-Fi on your phone and still access the NVR and cams using cellular data, as if you were anywhere in the world.

We had two houses1,500 miles apart and one of them was Up North such that we had to be concerned not only about security but also possible failures leading to freeze-ups. I put an electronic keypad in and the first year we had it our HVAC failed, which I knew because my remotely-accessible thermostat showed the inside temp dropping. Was able to give the local repair company a passcode to get in (and the code also to our security system) and they fixed that problem.

At the very least hide a key somewhere. Stuff happens.

Oh, a final thought. If you spent $1,000 on installation you ought to be able to send those guy(s) a key and have them fix this for you.

[joseph_1979]

@don-gato_805086213865620 No need for your laptop. All you need someone with his/her notebook connected to your home network and grant you access to it. You download and install the windows client on his/her notebook and run it. It will automatically detect the NVR.

[Don Gato_805086213865620]

@tomsreolink Thank you for your response ... I think that is what happened ...

[Don Gato_805086213865620]

@joseph_1979 Hum ... I think I can do that ... Thanks Joseph ...

[joseph_1979]

@don-gato_805086213865620 Better than flying back. That's what I do when I do remote support to customers. I stay relaxed at home sipping wine.

[tomsreolink]

@joseph_1979 I have lost track but maybe you know Joseph: Does the NVR not come "factory fresh" with the UID checked to ON. If not it certainly should huh!

[joseph_1979]

@tomsreolink I don't recall. Currently with fw updates they are disabling even the RTSP/HTTPS/HTTP etc.

[Don Gato_805086213865620]

@tomsreolink thank you guys, you have been great help ... I will update you when i get them working again ...

[tomsreolink]

@don-gato_805086213865620 FWIW if we are right about the UID switch, then everything is still working as when you left, so you are making recordings 24/7 and just can't see them yet! And if you set any alarms, and put-in yr email and/or smartphone, you should be getting those too I believe.

[Don Gato_805086213865620]

@tomsreolink Hello, i tried with my brother back home and we did it, he downloaded the Client and the app and in both he could access the cameras and the NVR, but we couldn't find the UID enabler anywhere, it seems he downloaded a different version of the Reolink client, i saw it and is not the one i see here on their website ... Now we don't know how to get the UID enabler on, i don't know what else to do to access the cameras ... Any ideas ?

[joseph_1979]

@don-gato_805086213865620 It is enabled. Can you add the device using the UID shown below the text? What do you get?

Ask your brother to download the Android client and tell him to swicth off the WIFI and add the UID of the NVR. If he is able to add it and able to see the NVR then the issue might be between your ISP and the ISP you are connected to.

Sorry for being late....too busy here with a number of projects.

[Don Gato_805086213865620]

@joseph_1979 Hello, my brother manage to find the UID in network settings and enablñed it ... Now i can see my cameras just fine ... Thank you very much guys, without you i wouldn't be able to do it because the support help dont know this things ... Thanks again ...

[joseph_1979]

@don-gato_805086213865620 Excellent. We try our utmost to assist wherever possible though we are not the product owner....but technically we are quite good :). Enjoy.