RLC-520A Camera shown as disconnected

[Dave_WAT_]

Hi…
I have 4 Reolink RLC-520A which are connected via POE. Everything works great. When I am on the home network I can access the cameras via the app without any problems. However, when I am out I can sometimes only access 2-3 of the 4 cameras. Usually it is always the same camera. The app always say "device not connected". As soon as I am back on the home network these cameras are shown as "connected" again and I can access them without any problems. It is interesting that when I am out and I still get motion notifications from the cameras that are not connected. So what is the problem? Does anyone have any ideas?

[joseph_1979]

@dave_wat Using the Windows client, log on camera and go to network/advance and check that UID is enabled.

If this is enabled, are you having this issue when you try to see them all or individually?

I guess you don't have any fw rules or using VLANs.

[user_726740213256441_726740213256441]

@dave_wat_ I have the same problem, since the last but one app version no access to my cameras (all PoE/wired) in remote access via mobile.
At home via wifi it works perfectly, with the exception that push cannot be activated in the app.

However, I have found a small workaround for myself: With Wireguard, access works while on the go.

There are several reviews with the problem in the Playstore, so I don't think the problem is with us.
I hope Reolink comes up with an update soon...

regards, Elmar

[Reolink Daisy]

@dave_wat_ This is a common remote access failure, and it usually relates to the phone settings and network rather than the app itself. For detailed troubleshooting, you can contact our support team via https://support.reolink.com/requests/

[joseph_1979]

@user_726740213256441_726740213256441 I never had any issue to connect to any of my cameras after an upgrade. So from the application point of view there is no issue as otherwise there would be an avalanche of complaints. The issue is normally at transport level which encompasses a number of entities between the cameras and the smartphone ( BB router, any fw rule on the router, upload bandwidth, any restrictions on the ports at ISP, mobile PGW, SGW, etc).

From what you wrote you are using a VPN tunnel. So you are connected directly to your VPN server at home and skip any fw rule. Therefore check for any fw rules on the BB router.

[Dave_WAT_]

@joseph_1979

UID is enabled on all cameras…

[joseph_1979]

@dave_wat_ So for the camera which you are not able to see, get its UID from the info menu. Then on the smartphone, switch off the WiFi and enable mobile data. Run the client and delete this camera. Then add it again using its UID.

[Dave_WAT_]

@joseph_1979

thanks I will try this.

[Dave_WAT_]

@joseph_1979

I did this…it is still not working. Still losing connection to some cameras (not everytime) when I am on mobile data or in another WiFi…

[joseph_1979]

@dave_wat_ you are trying to view them all at the same time or individually?

[Dave_WAT_]

@joseph_1979

when I open the Reolink App…in the overview all 4 cameras are displayed. you can see there already a mark called „disconnected“ on the cameras which are not working… when I click on the different cameras which are disconnected they try to connect again and then the systems says „Camera disconnected“…

the strange thing is, that some days all 4 cameras are working fine. And then another day only 2 of 4 are working. And then the next day 3 of 4 are working… is very very strange…I don’t get it…

[joseph_1979]

@dave_wat_ Are you trying to connect from home WIFI or an external network? And if you try individually? What is your upload speed of your BB router (ISP)? For each camera you need around 12Mbps for 8MP camera.

[Dave_WAT_]

@joseph_1979

From my home WiFi everything works fine… from every other network, doesn’t matter if WiFi or mobile data, the problem occurs again and again irregularly… the connection has enough Mbps… that’s not the problem…

Sometimes every camera is working for 2-3 days with no problem… and then the next day 1 or 2 cameras get no connection from outside my home WiFi…then I have to restart these cameras when I am back on my home WiFi and they work for a few days outside the home WiFi again..

Is there any solution?

[joseph_1979]

@dave_wat_ I suggest you to check router? Could it be a DHCP issue in assigning IPs to the camera. Next time you have the issue try to restart the BB router instead.

[Dave_WAT_]

@joseph_1979

what do you mean with BB?

[user_726740213256441_726740213256441]

@user_726740213256441_726740213256441 The latest update of the Reolink app has solved my connection problems via mobile data...
Thanks for your suggestions...

[joseph_1979]

@dave_wat_ BroadBand router............connected to ISP.

[Dave_WAT_]

@joseph_1979
ah sorry. Thanks.
The DCHP of the router should not be the problem. The cameras have all a static ip address in my home network. So they stay the same…

[Dave_WAT_]

@joseph_1979

no idea?

[joseph_1979]

@dave_wat_ So there is no firewall rules on the router. You have more than 50Mbps as upload speed on the Broadband router towards the ISP. You stated that the UID is enabled on all the cameras. On the smartphone you are on 4G (not 3G).

Can you do the following test? So enable hotspot on your smartphone and connect your PC to the hotspot. Run the Reolink Windows client and see if this is fine.

[Dave_WAT_]

@joseph_1979

ok, I will try this when the error occurs again. Sometimes everything works fine for 2-4 days…and then out of nothing on the next day 1 or 2 cameras are not available via the app on mobile data or other WiFi…

[Dave_WAT_]

@joseph_1979

tried your test…one of my camera was not reachable in iOS app via mobile data or other WiFi… so I tried it with my computer and a mobile hotspot. The camera wasn’t reachable also… it was only reachable via my home WiFi…after I restarted the camera it was reachable again… i am desperated

the strange thing is, that I get all notifications from the cameras that are displayed as not connected in the iOS app…

[joseph_1979]

@dave_wat_ When this happens again, try to restart the router rather than the camera.

Are you familiar with Wireshark?

[Dave_WAT_]

@joseph_1979
I did start the router instead of the cameras because you mentioned it before..

No I am not familiar with wireshark…

is there any solution for my problem?

[joseph_1979]

@dave_wat_ With Wireshark you can see if there is a request coming to your camera. But I cannot ask you for a trace as it will reveal personal data. For me it is strange that the UID is enabled and that you have other cameras which are accessible from an external network. I suggest you to take it up again with Reolink support.

[Dave_WAT_]

@joseph_1979
Which is the best way to contact the support? … the problem is still not solved…

[joseph_1979]

@dave_wat_ Email them on support @reolink . com

[Crimp On_62210811129]

When the Reolink app is remote from the local LAN, the camera can be found only through the Reolink cloud by the camera UID. Could you check that the app has all cameras defined by UID (and not by IP address)?

[Dave_WAT_]

@crimp-on_62210811129

Hi…how can I check this?
The UID is shown in all 4 cameras in the app.

[joseph_1979]

@dave_wat_ Just as illustrated below.