Reolink GO PT Ultra 4G cameras won't add to Client

[user_794133330854052_794133330854052]

Reolink GO PT Ultra 4G cameras won't add to Client. Here's what I've sent to Reolink Support. I keep getting ridiculous suggestions and requests from Support.

I'm a computer service technician and am very familiar with setting up computers and mobile phones. I also provide tech support for Windows software to my clients.

Here is what I've done so far:

1. Downloaded Reolink app on three different iPhones. Successfully added all six cameras to those phones.
2. Downloaded and installed Reolink Client v8.15.6 on a Windows 10 laptop PC and a Windows 10 Desktop PC at my home connected to AT&T internet. Successfully added all six cameras.
3. Downloaded Reolink Client v8.15.6 and installed on two Windows 11 computers and two Windows 10 computers. These computers are on different networks than the two in statement 2 above. Was successful in adding two cameras on one of the Windows 11 computers but the other four keep getting error that the UID or my network is the problem.
4. Uninstalled Client v8.15.6 and installed Client v8.8.5. That did not work either.
5. I disabled anti-virus firewall and anti-virus software. Did not help.
6. Connected computers to another network router. Did not help.
7. Connected computers to mobile hotspot. Did not help.
8. 
   

I've sent screen shots to Support as they requested but there has been no solution. Disappointed!

[joseph_1979]

@user_794133330854052_794133330854052 Have you activated UID on the cameras? The Windows client has to query the P2P servers (Azure or AWS) to get a public IP to communicate with the camera. You may search for P2P relay server....I explained how it works.

There are ports which should be allowed too. Run Wireshark on the PC and check.

[user_794133330854052_794133330854052]

@joseph_1979 I'm not sure what you mean by "Have you activated UID on the cameras?" I have successfully added the cameras to the Client on a couple of computers and to three mobile phones. They work fine on those devices. They just won't add to the Client on several other computers.

As for searching for P2P relay server. I'm unable to find a post by you addressing this.

Help!

[user_794133330854052_794133330854052]

@joseph_1979 I did find an article on the Reolink website: https://support.reolink.com/hc/en-us/articles/900000618443-Introduction-to-P2P-or-UID/

Is this what you are referring to regarding searching for P2P relay server?

[joseph_1979]

@user_794133330854052_794133330854052 And when you have added them on the smartphone, you access them via the mobile packet data and not on the same home wifi. If this is true then there should be some fw which is restricting certain ports. You may run wireshark and check it out.

[user_794133330854052_794133330854052]

@joseph_1979 Update: one of Reolink's support sent me an email with one of my UIDs in it and suggested I copy the UID and paste it in the Client. That worked! What? It's exactly the same UID I've typed in the Client. Why would pasting the UID from an email work but typing the UID does not? I then took that email she sent and verified the font on the text and added a couple more camera UIDs in that email and forwarded it to myself. I copied the UIDs from that email and pasted in the Client and was able to add the remaining cameras. I'm going to try this on the other computers I need to access the cameras. I'll let you know if that works. It doesn't make any sense.

[user_794133330854052_794133330854052]

@joseph_1979 Joseph, I'm going to apologize for taking your time. I found the issue. The document that someone typed the camera UIDs on had an extra zero in each UID. I was using that as my guide to input the UID. So sorry! I should have double checked.

[joseph_1979]

@user_794133330854052_794133330854052 Definitely it should work if you type the one appearing in the camera. Be careful of capital letters. I never had any issue when typing the UIDs. Never.

[joseph_1979]

@user_794133330854052_794133330854052 Not an issue. Most important you are now connected. Don't worry Mister.