E1 Pro unaccessible from another local subnet after firmware update

[xcsdf_218395092857018]

I updated the firmware on my E1 pro to the firmware from 11/06/2019. It is on a subnet + VLAN that does not have access to the internet. Previously (with the firmware it came with) I was able to view the camera from another local subnet but now it only viewable from same subnet.

To put it another way:
Camera is on subnet A and I would like to view it from subnet B.
I can view the camera if I am on Subnet A but it doesn't seem to respond to packets from subnet B.
This worked fine with the previous firmware.


Is there a way I can use this camera without allowing it to get to the internet or putting it on the same subnet as the monitoring device? Is there a way to get the old firmware?

Camera Info
build # 19110605
Hardware Cer IPC_513SD5

[Cynthia_124785627824270]

It's recommended to send email to support@reolink.com
Our senior engineer will help you check the issue.
Thank you and have a nice day.

[Richard G_265326996185275]

I do have the same issue - my Wifi and LAN networks have separate subnets. I can access the camera within the Wifi subnet but not from the LAN one, were my Synology is located.

Camera Info
Build-Nr: 20022505
Hardware-Version: IPC-513SD5

Are there plans to repair this issue?

[Val Ferdinand Caro_263834268942557]

I have a similar issue as well with E1 Zoom. My router's VPN server assigns the clients in a different subnet.

I debugged and it is not an issue of the router nor the routing tables. VPN server is perfectly working and other devices can communicate across subnets back and forth.

[ondrej_268602757243103]

Same issue here with E1 Pro. Build 20022505

[Cynthia_124785627824270]

Hello friends, It's recommended to send email to support@reolink.com.cn
Our senior engineer will help you check the issue.
Have a great day.

[hawks667_244305617060047]

Just updated the firmware on 3 x E1 Pro Camera's & have the same problem. Had mine connected to another router but have had to change back to my modem/router now. Certainly not ideal & was working fine before the FW update.

[brian_283104526692524]

I just got 2 E1 Pros and I am having the same routing issue between subnets. I have a private ip subnet (192.168.3.x/24) on which I put my cameras and IoT devices and I route to it from a second private IP subnet (192.168.0.x/24). It appears that the E1 Pro Build 20022505 does not allow for routing so something other than its local subnet.

[Cynthia_124785627824270]

Hi friend, sorry for the inconvenience. Could you please report this issue to the support team: support@reolink.com? Or send us a request in link here https://support.reolink.com/hc/en-us/requests/new. Much appreciate.

[ptmoy_273070271135999]

I just received 2 E1Pros I purchased from reolink.com. I'm experiencing this exact problem with VLANS. The Reolink IOS app works fine when the camera and Iphone are on the same VLAN and subnet. But when I changed the IPhone to connect to an SSID that puts me into a different VLAN and subnet, the Reolink IOS app can't connect to the camera. I have not setup firewall rules that block traffic between VLANS.

I've sent request for help to: https://support.reolink.com/he/en-us/requests/new but have received a reply.

[Cynthia_124785627824270]

Sorry for the inconvenience. You may send a follow-up email and our support will handle the case in 24 hours.

[alextripp1_289524188053660]

Having this exact same issue with an E1 Pro I just received. Worthless to me if I can't separate this out. And going off videos on youtube, this has worked before.

[alextripp1_289524188053660]

Here is the response I received:

Thank you for choosing Reolink. Sorry for your inconvenience.

I have consulted our manager and found that this problem often appears in recent times, we try to develop new firmware to solve this problem, please wait for 2-3 weeks.

Then I will inform you.

Thanks in advance and look forward to your information.
Have a nice day.
Best Regards
Reolink Support Team-Doris

So hopefully see something soon. I just have the camera sitting on my desk, I guess I'll have to plug it in in a few weeks to check if its been updated or not.

[alextripp1_289524188053660]

According to an email I got this was fixed. New firmware is on my camera but still seeing the same issue. Going to tinker with it a bit to see if I am doing something wrong, but so far, not fixed for me.

[alextripp1_289524188053660]

May have spoke too soon, seems it failed the upgrade. Working on uploading it now, but it keeps failing.

[alextripp1_289524188053660]

Updated and its working.

[reolink_227481901830399]

Latest upgrade from 7/10/2020 for the E1 Zoom fixed this problem for me link

I imagine a pro fix is either out already or right around the corner.

[CamLan_380773671571652]

Hi,
I have the exact same problem with the E1 non pro, I have a couple of E1's and have the same problem but I already have the latest firmware.

[Cynthia_124785627824270]

If you still have problems with your cameras, you can contact our support team at support@reolink.com for help. They will reply to you within 24 hours.

[danny rodriguez_438273634615540]

I am having the same problem on the E1 PRO's that I just ordered from Amazon.

This is definitely an issue with the camera itself.

I can ping between the LAN and WLAN just fine for all other devices.

BUILD NO: 21012804
HARDWARE: IPC_513SD5
CONFIG VER: v3.0.0.0
FIRMWARE: v3.0.0.183_21012804

[Reolink Fiona]

@danny-rodriguez_438273634615540 Sorry for the inconvenience caused. Could you please submit a request here, Submit a request – Reolink Support. We will help with further checks.

[doug w beard_268001766613243]

@reolink-fiona I have this problem. I have contacted support. Two disparate but mutually accessible subnets, the camera will not respond to ICMP or anything else. Absolutely everything else on the two subnets can communicate freely, including other branded cameras. This is definitely a problem with the firmware, I'm shocked to see has been on going as long as this thread.