still not solved – no recording, no e-mail

mastercam

it just happend on day...

all of our 10 reolink cams, argus2 and argus pt, stopped to record movies and sending email.
the connection to the cams for live view, pir alarm with push and also test emails are working correct, just no mail, no recording. except, connected to a cam by live view when cam detects movement, then an email is sent.

unfortunately the reolink support is not able to help to fix this problem.
how is such a thing possible? how comes they do not know what makes the cams behave like that!?

does anyone know similar situation and have experience about how to fix it?

Cynthia

Hi, could you please provide your ticket number or your email dress to us. We would help contact the support team to help.

mastercam

hi cynthia

the ticket number is 490449.
they tried to help but could not solve the problem.

Cynthia

We have contacted the support team to further look into this specific case. Our support has replied to your email. Please check. We hope we can solve the problem for you soon.

mastercam

This problem is still not solved – seems Reolink cannot solve this issue at all!
We own 10 of your cams, spent a lot of money then all of them stopped to send email and recording and you cannot fix the problem!

can you please tell me, when you delivered system-/firmware updates for the cams?

Cynthia

Hi, we have contacted support to deal with this specific case. Have you received the email from our support on June 11st? Please check and see the given request. If the problem remains, welcome to contact us.

mastercam

hi cynthia

yes, contact is always made but the problem persists and cannot get solved.
I am very disapointet and do not understand – all the cams are working well about live view and alarming but email and recording.
why can you not fix it and why do you always want to have anything done breaching data security?

can you please answer my question about the past firmware-/software-update timeline on the cams!?
our cams were set to automatic updates and I want to know when this happend!

thank you!

Cynthia

Hi there, thank you for your quick reply.

We have received few cases about the email problem like you. So it may exist some other problem. So we may need further checks on this specific problem. Could you please provide your UID and password for us to check? We know that you may worry about the privacy problem. But we promise to protect your privacy and you can change your password after we check as soon as possible.

Awaiting your reply on ticket #490449.

mastercam

sorry cynthia, to give out uid and password of the cams is impossible – you have to fix this issue another way!
what could fix the problem for the other users/customers?
what about my question for timetable of updates!?

mastercam

going to try it for another time.
this isssue is not at all solved since about three months! and I do not get any answer for my question!

I want to know, when did reolink update the cams with setting "auto update" last few times and I also want to know how to downgrade reolink cams to make our 10 cams working again after 3 months of not doing what they are actually built and bought for!

as for now, reolink products seem to be some kind of buggy and reolink support is actually useless if you are not ready to share uid and password with them (not sure they can help even they get the information).

hope there will be a better choice soon.

Cynthia

Hi there, you can turn off the auto-upgrade of the camera. Then it will not upgrade automatically.
For your problem, it may need your cooperation to work with the problem. Our service team is waiting for your reply on ticket #490449. Please check your email box on June 11st.

Thank you for your patience!
Reolink Cynthia

susanne2512

Mastercam---do you happen to have Comcast?

This exact same situation happened to us in mid June. All of a sudden our recordings stopped. And can't even access via apps. I tried a new NVR, new hard drive, still no success. I can still watch live feeds, like you. But not on the app.

I wonder if our internet service provider, Comcast in my case, changed something. Or was it Reolink?

I feel your frustration.

mastercam

hi susanne251
thank you for that information – I could just not believe to be alone with this problem.
for us, everything is working fine, except recording movies and sending e-mails (test e-mails are sent without any problem) – means the cams are reachable over internet to have live view, they send alarm on the phones and we can also send test e-mails.

they just stopped to send alarm e-mails with pictures and recording movies in case of an alarm from may 8 this year. all the cams, we own 10 of them, stopped at the same time even 7 of them were already one your old and 3 we bought just in february.

I do not think this is a problem of the internet service provider. we do not know what happend and reolink is not able or willing to clearify the cause of the problem – as recommended we set the cams to auto update. a big mistake I think. reolink still does not tell me when they exactly rolled out software to know the possibility of a bug as reason for that unbelievable situation.

it seems to be a chinese problem – they can produce and sell products but the do not know at all to serv customers who pay their income – really sad.

as soon as we find another usefull product we will change to a better system.
the behaviour of reolink is not acceptable at all.

what about you, could you solve your issue, for example by resetting the cams as recommendet by reolink?
did you also use auto update with your cams?
what model of cam are you using?

anyone else with similar experiences?

susanne2512

No, you're not alone. For me I don't think mine are communicating with the internet. I can't access the app, in addition to not recording.

I have the RLN8-410 NEW nvr and just got it a few weeks ago.

I've had a tech company here trying to fix it and $350 later, nothing.

I'm going to exchange my Comcast router on Monday or Tuesday. If that doesn't fix it, I don't know what will.

(I can't remember which update we did. But this quit recording on June 2.)

mastercam

hi cynthia
thank you for that – yes, we can turn off the auto-update of the camera, but this would mean we will not get new and better features, wich, compared to other similar products, are needed!
I think you are responsible to keep the cams working when you roll out software updates!
Please answer my question about a list of all software updates within this year (2021) to finally find out the root cause of the problem! sorry to say that but your support is useless!

mastercam

hi susanne251
anything new with your case?
did you exchange your router already?
is the cam working again?

susanne2512

Hi Mastercam;

So there have been some updates. I got a new HDD that I added to our new NVR. Still no change. But suddenly on July 30th my NVR started recording again. The red light is still flashing on the front though.

Yesterday we got a new modem from Comcast. Still recording but I still can’t connect via the app or on one of my computers.

So the NVR is not connecting to the Internet via the Ethernet cable. (We checked the Ethernet port to make sure it’s working and it is.)

At this point I think it’s the NVR..even though it’s new.

Any updates on your end?

Any change in your

mastercam

hi susanne2512
no big updates here yet – the support still did not deliver but at least stopped to ask for uid and password. they promised to try to find the cause of problem. lets see...
all the cams still do not record but one cam sent some emails, not when an alarm occurred but when the lens was totally covered by a big leave of a plant on a windy day.
today i updated the reolink app on iphone but also there no difference.
have to be patient and hope reolink support can find the cause of problem soon.

hope you can get your system to work correctly soon!

mastercam

hello reolink support

the story is again repeating!
promissing anything to the customer from your side and nothing happens!
how can you call this support???

on august 16 2021 wendy (support(at)reolink.com) told me by email:

Thank you for your reply and sorry for the inconvenience caused.
I have consulted our R&D team and will get some solutions for you in this week, is it ok for you?

since then, nothing anymore from your side – no additional message, no answer to my questions by email, just nothing! can you please finally start to solve the problems with your products after at least 5!!!! months????

do your job and stopp promising what cannot be done!

mbzt

Bonjour,
De France.
J'ai le même problème, 7 camaras au total.
-6 RLC-810
-1 RLC-1210
Toutes mes caméras fonctionnent, configuration identique, enregistre bien sur le DD du NVR.
Je peux visualiser les vidéos.
Mais pas de E-mail (des personnes) sur les caméras RLC-810,????
Seul la RLC-1210 fonctionne correctement, envoi de E-mail correct avec la vidéo.
Je suis avec le support Reolink depuis plusieurs jours, j'attends les explications.