Device Disconnected

[Sterling_745316683317395]

Hi. I'm having an issue with 2 battery powered devices (Video Doorbell & TrackMix Wifi). Both devices have been working with no issue. About a week ago both devices were tagged by my firewall uploading to an offsite IP. Since I have no cloud service and these were the only 2 Reolink products doing this I blocked traffic to these IP's. It turns out without allowing these devices to upload to these IP's, both devices are disconnected from the app. They are still connected on my network, I just can't monitor them. Video Doorbell was reset and I went thru setup again and I uninstalled the app. Once I reset and went through setup, they began to work again for about 10 minutes and then went back to a disconnected state. In the app for both these camera is a new icon next to playback for "cloud events". Neither of these devices have or will have cloud service.

Help

[joseph_1979]

@sterling_745316683317395 Maybe they have pushed new fw. They contact AWS P2P servers for remote connections, their cloud servers to check if they have an active account and their alert handling application servers. Would you be able to include the target IPs?

[Sterling_745316683317395]

@joseph_1979 No new firmware I was aware of. My doorbell is blocked from talking to 129.153.185.52 (whois shows Oracle Corp) and TrackMix talking to 129.213.50.57 also Oracle. I have not signed up for any cloud backup and didn't make any changes to my cameras. Cameras are attempting to talk to these IP's around 4500 times a day.

[joseph_1979]

@sterling_745316683317395 these are the AWS servers which are used for P2P remote connection from outside your network.

[Sterling_745316683317395]

@joseph_1979 Whatever the servers purpose, they're receiving 10MB of data every time I get connection to them. I have no cloud service through Reolink so that seems like excessive data uploads. My other cameras only upload 148 Bytes of data every 30 minutes. I've got an open ticket with support & sent the requested information to them this morning.

On another note, it seems I can't responds to message in the community forum for 86,400 seconds

[joseph_1979]

@sterling_745316683317395 If the cameras are plug-in WIFI or POE and you run the application, it will request a picture from these cameras without you logging onto the cameras. But this is not the case for battery cams.

Which version of the appl you are running? Would you be able to downgrade the application and check it again?

As for the respond time, this has been set by the site administrator following various scam attacks. I am a customer like you assisting members wherever possible.

[Sterling_745316683317395]

@joseph_1979 I'm running app version 4.55.0.18 and since it was downloaded via the Apple App Store, downgrade is unavailable. This version was released 3 weeks ago. I've been having email exchanges with support, but that's not going anywhere fast. I got an email Friday telling me she was contacting senior support team and she'd get back with me. This morning I got an email telling me saying hey haven't heard from me in a while and if I still needed assistance. Only tomorrow can tell what it will bring

[Redbrook_941025623470274]

@sterling_745316683317395 : I have a similar problem. I have a Video Doorbell powered by the former doorbell circuit. Lastly, I activated 30-days free Cloud storage service. Since then (this is my impression) the doorbell disconnects from the Reolink app on my Android smartphone very frequently. It is connected to the WLAN network stably. After the activation of Cloud storage, there is warning by the app. that the two-factor authentication should be activated. I have no idea whether or not this could be the source of disconnection. After several trials the app can connect to the Doorbell.

I cannot disable that Cloud storage service. I deactivated the Cloud recording however. Any help is appreciated.

[joseph_1979]

@redbrook_941025623470274 If you deleted the cloud plan then you can easily remove the binding. Just delete camera from application and then add it again. No configuration is lost.