Connection failed

[victoria swift_370924178030846]

Hi I'm getting a connection failed when loging onto the camera from the mobile app. A few of my friends are having the same issue with their cameras too. Is there a system problem?
Thanks

[j hillmann_48323895541987]

same here new Reolink on Android APP is crap ! heavy connection issues !

[Cynthia_124785627824270]

Sorry for the inconvenience. Could you please submit this problem to https://reolink.zendesk.com/hc/en-us/requests/new? We need to check some details with you.

[Jose_320595376935068]

Cynthia, I'm sure you are very, very sorry for the inconvenience, but the reality is that telling Support about any serious issue is useless. Days ago I wrote about my cameras had suddenly disappeared from the app and were replaced with "My Device" ones (that is, inexplicably all configuration was lost). I told Support about it and all I got was "it is a known problem" and "R&D said they will fix it in the future" (!). Maybe related to this thread, last weekend I was unable to connect the cameras using the iOS app in a WiFi network, but at least I could use 4G or a Mac client. I told Support about this, but since then the situation has become worse because now the cameras are unreachable for any mean, 4G, iOS app or Mac client. Moreover, it occurs randomly: last night all worked fine again (for 4G at least), but this morning all is failing again, some cameras connect but not others, with no clear pattern. In the meantime the app now tells me that I can register the products (again?) to get the extended guarantee (!!). Last but no least, one camera seems to detect motion on time only in the right side of view field. Any person walking in the left area is "detected", so to speak, when his foot is already disappearing at the left margin of the picture. Support response? "It might be the normal performance of this camera" (!!!). A "half camera" I would say. So you are sorry, but I'm angry and disappointed because all the time wasted trying to get solutions or, at least, good answers to so many issues.

[Cynthia_124785627824270]

For connection issues, because we don't know your camera model, we have no way to give specific suggestions here. Can you continue to contact our Support team? We will do our best to solve this problem for you.

[mgtx16_393902820163760]

Me and my partner are having the same problem. We have an A7 Samsung Android and an iphone 6 Apple operating systems. Please can you buy some phones that are Android and Apple OS and start trying to recreate this issue and put up some helpful solutions we can try.
Can you tell the community here how big a problem this is i.e. how many users is it affecting and which phones are they using and what are you advising them to do.

[Reolink Fiona]

@mgtx16_393902820163760 Hi there, the connection may be affected by many factors like the internet, camera system, and so on. It is not a big issue that happened suddenly.

We have different phones with Android and IOS to test. We will try to make the connection better with more tests.

Could you please tell us more details about your problem? What's your camera model? You can try to change your internet to another wifi or 4G. You can also try to reset your camera to clear the camera system. This is the guide to reset the camera. https://support.reolink.com/hc/en-us/articles/360007520053-How-to-Reset-Reolink-Cameras

[Pitt Town Peeps_265613541404807]

Are there any solutions for this. It’s happened for my cameras this week. Connection failed. First it was one camera now it’s all 4!!

[Cynthia_124785627824270]

Could you please contact our support at support@reolink.com to troubleshoot? They will help you solve the problem as soon as possible.

[faasio82_480971996033257]

My camera's lost connection to this week. While my wifi is ok.

[Reolink Fiona]

@faasio82_480971996033257 You can try to reset your camera and try again. Or you can try to change to 4G in your phone to check the connection.

[WarkentinSecurity_881217726824646]

@faasio82_480971996033257 YES!!! Exactly the same thing. The cameras I have up from another brand all still worked, internet is fine and the reolink nvr completely lost 2 wifi cameras!! Which because they were part of a bundle, to refind them, I need to take the dam cameras down and connect them to the nvr via ethernet cable!!!!! I'm out of town and this was supposed to be my upgraded security!!!! NOT work the 600+ I spent

[user_751258862387411_751258862387411]

This post is deleted!

[user_786433971007667_786433971007667]

3 years on and it seems to be the same issues arising. I have recently bought a Reolink Go PT Plus with a supported Vodafone SIM card, I’ve had none stop connection issues, rarely I get connection straight away but most of the time I do not get connection at all resulting in not being able to use the camera. It’s not a cheap camera either so extremely disheartened and disappointed to say the least.

I also fully charged it 2 days ago and it’s already on 11% battery, I’ve only been on it for a few minutes a handful of times.

[joseph_1979]

@user_786433971007667_786433971007667 You need to check the 4G coverage. If it is draining the battery then you may have trigger on any motion. Try to disable it and allow AI objects.

[BL_791968595804377]

@user_786433971007667_786433971007667
Same issue hère. Am testing three différent caméras, Reolink is the only one causing problems with remonte access...

[user_789600384499905_789600384499905]

Here is the connection problem I am having. Six Reolink E1 & E1 plus installed on my router set 10.0.0.1 with no problems. But purchased Reolink Argus PT/Solar & won't connect. My router is set to 10.0.0.1 . So I took this camera to Router set to 192.168.1.1 & it easily connected. (both routers are Netgear) There is a difference in the Reolink Argus PT. (the E1 also connected to both the 10.0.0.1 & 192.168.1.1) I am awaiting for reply from support.

[gkl_293453548720263]

Here is the connection problem I am having. Six Reolink E1 & E1 plus installed on my router set 10.0.0.1 with no problems. But purchased Reolink Argus PT/Solar & won't connect. My router is set to 10.0.0.1 . So I took this camera to Router set to 192.168.1.1 & it easily connected. (both routers are Netgear) There is a difference in the Reolink Argus PT. (the E1 also connected to both the 10.0.0.1 & 192.168.1.1) I am awaiting for reply from support.

I'm no expert when it comes to router settings, but since you said "took this camera to Router set to 192.168.1.1 & it easily connected" I assume there is a reason why you could not leave the router set to 192.168.1.1 is that correct ?

I am asking because a short while back I switched from an old ASUS router to a new Netgear router and have not been able to get my Reolink Argus PT cameras to reconnect. I have other brands of WIFI cameras that reconnected easily so it makes me feel it is a problem with Reolink and not my router but that is just a guess and I have been doing a lot of research but still no solution.

[paul_321739826311380]

I’m also having remote connection issues. I can connect to any other device on my LAN (Wyze cameras, ring, alarm system, etc). Connecting to my Reolink cameras (POE RLC-811, (4) E1 zooms, POE Trackmix, POE RLC-842a, (2) Argus 3 Pro, NVR) is hit or miss. Yesterday in the AM , I got “connection error” on every camera. Then later that day it worked…I could connect to all cameras. This morning I’m back to “connection error”. Again I can connect to any other device in my LAN using either WiFi (from outside the home) or cellular. I have exact same experience from my iPhone or my iPad. I also can not connect to my friends Reolink cameras (different house, State and internet provider) right now. Connecting to her cameras is also hit or miss. This leads me to believe it is a Reolink server issue….which also explains why so many people with different cameras and different client devices all have the same issue. Maybe Reolink needs an enhanced server network.

[joseph_1979]

@paul_321739826311380 So the issue is when connecting from an external network. Most probable the P2P relay servers (provided by Azure/Aws) assuming your BB connectivity is good at home.

[paul_321739826311380]

@joseph_1979
thanks this helps. But I think I almost came to the wrong conclusion. I was at a hotel earlier this week and turned off WiFi and I was able to get my Reolink cameras to connect. So I thought that the hotel was blocking p2p. However that can’t be true because Wyze and ring use p2p and they both worked over the hotel WiFi. So the p2p protocol does not seem to be the issue but maybe as you suggest the issue is the p2p servers that Reolink is using. But the servers shouldn’t have anyway of “knowing” whether I’m using WiFi or cellular. So I guess I still don’t understand why other cameras that rely on p2p work over the same hotel WiFi that Reolink does not. Or am I way off base with some of my points?

[Thomasian_797349317259397]

So I just set my NVR up and was having the same issue. What worked for me was I went onto the NVR and factory reset. It will ask you to keep the network, click yes. Once it reboot it started to connect on the mobile app. Working flawlessly now! Hope that helps!

[user_801481388998903_801481388998903]

@thomasian_797349317259397 Why is the Reolink Argus PT/Solar camera unable to connect when the router is set to 10.0.0.1, while it connects easily when the router is set to 192.168.1.1?

[joseph_1979]

@user_801481388998903_801481388998903 If you disable DHCP and set the IP manually+, will it work? Theoretically, it should work but the designer needs to answer why this cannot work in the 10.0.0.X.

[user_833677337575569_833677337575569]

My camera sometimes has the same problem for a few days and I don't understand why this happens.

[user_834458668150999_834458668150999]

Device - Argus 2
Location - Remote, connected to internet via Starlink
Can attach using iOS app and Playback videos stored on microSD card
Issues:
Reolink Client 3.5.6.55, works except cannot Playback video on microSD card - downloaded from Apple App Store
Reolink 8.8.5 was working, no longer works. keep getting Connection Failed. software updated to 8.13.1, same problem, connection failed. When it was working, had no access to playback videos
I am using UID to connect to device remotely.

[joseph_1979]

@user_834458668150999_834458668150999 I have 2 Argus 2 fir 5 years now and had never any issue. I can connect using the latest Android and Windows clients. I can watch live views and can play any recorded clip.

Check that you have good WIFI signal at the location of the camera and have an upload speed of 10Mbps at the router side.

You may place cam near wifi router and check.

[user_834458668150999_834458668150999]

@joseph_1979 Thanks, I tried the Windows version of the Reolink desktop app. and it works. However, my main computer is a Mac and still having no joy with it. I've gone so far as to delete everything named reolink on it. Still not working. the macOS App Store version does work but I can't access the recorded videos using playback.

Thanks again. It's a software bug, only Reolink can solve this problem.

[joseph_1979]

@user_834458668150999_834458668150999 I suggest you to email them on support @ reolink . com

[gkl_293453548720263]

@joseph_1979 Thanks, I tried the Windows version of the Reolink desktop app. and it works. However, my main computer is a Mac and still having no joy with it. I've gone so far as to delete everything named reolink on it. Still not working. the macOS App Store version does work but I can't access the recorded videos using playback.

Thanks again. It's a software bug, only Reolink can solve this problem.

You sound sure it is a software bug that only Reolink can fix, a short while back I switched from an old ASUS router to a new Netgear router and have not been able to get my Reolink Argus PT cameras to reconnect, and after reading your comment about it being something only Reolink can fix I am wondering if I am just wasting my time trying to find a solution myself.

[user_834458668150999_834458668150999]

@gkl_293453548720263 The problem I have is intermittent. Sometimes I can connect (which is rarely) but it does connect sometimes. Secondly, I have another app, Reolink Client, downloaded and installed from Apple's App Store which works fine for remote viewing, it just doesn't give me access to recorded videos for Playback. This app is version 3.5.6.55 which is a Reolink published app. The camera is connected via Wi-Fi to a Starlink Gen 2 device and all other software windows, ios, android work fine including video playback

[joseph_1979]

@user_834458668150999_834458668150999 Can you connect the camera to smartphone hotspot and see if you have the same issue? I still have 2 Argus 2 and never had any issue.

[pereirapinheiro angelo_531858807394524]