RLC-511WA don't connect to phone

[cvance10_529511550173407]

I have 2 RLC-511WA cameras that will not connect away from home on a Samsung 24s. I can see the cameras from my computer at home and work. Just not on my phone. I have been dealing with for over a year. Support is hard because I think they are out of the country and only email me once a night, which makes it hard. Has this happened to anyone else? The cameras are using an ethernet cord.

Thank you

[joseph_1979]

@cvance10_529511550173407 So when you are at home and your smartphone is connected to the same WIFI then you are able to view the cameras. And I assume the same if you are outside and using another WIFI network. This means that the client is fine. So the issue is when you use the mobile packet data. Ensure your smartphone is connected to 4G or 5G. 3G has not adequate bandwidth. Does the mobile operator enforce some restrictions? Can you use another SIM?

Can you enable hotspot on smartphone and connect PC to this hotspot? Then start the client on PC and check whether you are able to view cams.

[cvance10_529511550173407]

@joseph_1979 thank you for your reply. I should mention I have a 523wa at my business and it will show on my phone whereever I'm at. The 2 I have a home work when I'm there not remotely. Do they have a support number in US where you can all in. Thank you

[joseph_1979]

@cvance10_529511550173407 When you say you can watch it from work on pc, is your office using the same network? Ensure that the UID is enabled on RLC-511WA. When you are at work or on an external WIFI network and your smartphone is connected to this WIFI, will you be able to access the RLC-511WA?

[cvance10_529511550173407]

@joseph_1979

Here is what I have. I hoping I am posting this correctly.

At Home: I have 2 RLC-511WA. They are connected into a wifi extender with an ethernet cord. Each have their own extender. When at home I can get the cameras to connect to my phone (Samsung s24 Ultra). Once I leave home, away from the wifi. they will not connect.

At my business: I have a RLC-523WA. It is connected to a wifi extender by ethernet. It will work on the wifi and when I'm away from the business. (the reason I mention this, is because it works on my phone so I would think the settings are correct on my phone) So this camera is working correctly.

I really appreciate your help.

[joseph_1979]

@cvance10_529511550173407 you need to enable the uid on the rlc511wa as illustrated in https://support.reolink.com/hc/en-us/articles/360013481134-How-to-Enable-UID-for-Reolink-Products/