Reolink App: unable to view over mobile network

[johnc elec_391500083704034]

Hi. I recently installed a marvelous RLN8-410 NVR. I have extremely impressed with the quality of the system and how easy it was to set up. I am using the reolink app on my Android 10 phone and I am able to view you live streams both on my home Wi-Fi network and using my my 4G data.

I have shared access to the nvr to my girlfriend's phone via the QR code which was extremely easy to setup.
She is also able to to use the app without a shoe using or home Wi-Fi but unfortunately when when she's to access the NVR.

We both use exactly the same Device, A Moto G8.

Does anyone have any suggestions as to what we could try to get it working?

Thanks.

[johnc elec_391500083704034]

When I switch the Wi-Fi off on her phone, dialogue box comes up at the bottom of the page which says connected via cellular. However the streams just failed to load. Says connecting with a loading circle and then eventually it says connection failed.

[Cynthia_124785627824270]

Hi, you can follow the steps in the first situation "I can locally access the NVR" in this article to check the problem, https://support.reolink.com/hc/en-us/articles/360006926953-Failed-to-Remotely-Access-Reolink-NVR.

[johnc elec_391500083704034]

Hi, I (admin) can access the app on my mobile device on both my lan (WiFi) AND on cellular. As I already said in my post (did you read it?), The issue is only with my partners shared device (user).

So I doubt that is to do with the settings on the nvr as I am able to access all features using the app on my own device wherever I am.