Streams wont load with UID over iPhone mobile data

stefan70

I have a reolink NVR with 4 cameras adjoined. for a few months now I have had trouble accessing the streams via the iPhone app via the UID. It lets me login, but does not load the streams. When on Wi-Fi anywhere, the UID works fine. I thought it was the phone, so I actually bought another to no avail, I have also changed sim cards, reset the NVR and the router, forwarded all correct ports, but it still wont work any ideas?

Bob

Hi Stefan, please write to support@reolink.com regarding this issue. Our support would love to help you look into it~~

DJFunky

I had the same issue with my Android device (Galaxy S4) and support suggested I try another phone. I now have a Galaxy S7 and I still have the same problem as you describe. They said I must have a weak signal (not true, had very strong signal 4G connection.) Then they suggested I change mobile phone service provider saying that no one else has reported this problem.

I tried every possible port forwarding, UPNP, DNS, UID and IP setting possible with no better luck.

I have since given up. Most of the time when not on wifi I can get it to work if I quit / close all apps /open , retry and after up to 10 times it will eventually work.

stefan70

Hi DJFunky,

I have resolved this issue by running the phone internet through a Free VPN service when I want to view the CCTV streams.

Hope this is of help.

Regards

Tom Scheifler

I have C1-Pro and RLC-411WS. No NVR.
I have similar issue with streaming live and playback from camera memory cards to smartphone app when connected cellular.
I am in US and have 100mb ATT fiber internet at home.
I have tried iPhone/ATT, Android/ATT, iPhone/Sprint, Android/Sprint. All have the same issue even when signal is strong. Same issue from multiple/different locations to ensure it is not the cell tower.
Connecting to cameras takes many iterations before successful.
Once connected, it will not stream more than 600kbps (on wifi I get 8000kbps). I must change stream to "fluent" (low resolution) setting to have a chance of working. Even then it sometimes cannot maintain the stream.

I have worked for many hours with Reolink support and ATT support (separately).
Reolink says it is not their fault. I think I agree.
I think the carriers are limiting the UDP stream but I cannot find anyone at ATT to admit it.
I'm going to start a new post specifically about the UDP stream issue.

I’m having the exact same problem with the app. Good cellular internet in Sweden. Looking desperately for a solution.

npcarling26

I also experience the same issue sporadically. My carrier is AT&T and I believe they may be blocking or severely restricting access to the UPnP servers that are used when you don’t set up port forwarding and static IP addresses.

Bob

Hey guys,
To solve the "connection failed" issue, it's necessary to get the new firmware installed on your camera(s), and get the latest App:
Step 1. Please upgrade the camera firmware with this new firmware, If you are using NVR, please upgrade the NVR's firmware not the cameras https://reolink.com/firmware/
How to do firmware upgrade: https://reolink.com/faq/upgrade-firmware-of-reolink-camera/
And get the lastest App from App Store/Google Play.

Step 2. Launch Reolink App and see if you can remotely connect to the camera (with your phone connected to 4G cellular network)?

Please note:
Also update your Reolink desktop Client software to V7.2.2.18 after you upgraded your camera(s).
Downlod it at:

https://home-cdn.reolink.us/files/client/Reolink_Client_Windows_V7.2.2.18.zip (Windows)

https://home-cdn.reolink.us/files/client/Mac-ReolinkClient.zip (Mac)