Reolink go plus sharing problem

[Costa_ro]

Hi, I have a problem with a new Reolink Go Plus. I am supposed to share it with my neighbour in a remote location, but whenever he connects we both lose the connection for good, needs a reset to come alive again.
Anyone having this issue or knowing a fix? Otherwise it's rendering it useless...

Thanks!

[joseph_1979]

@user_634160500043891_634160500043891 Reolink battery cameras should allow up to 8 users to stream videos simultaneously with 2 users watching main-stream (Clear mode - high def) videos. Just a suggestion, try to view at low resolution (both of you). Can you try it using the Android and Windows clients?

[Costa_ro]

@joseph-chircop_497308027822318
Thanks for the info. I have set almost the lowest quality possible. I am not sure which quality he has selected though. Today, after 12 hours I was able to connect again, worked fine for a few hours. Then he tried to connect (I wasn't connected), says it worked for 2 seconds then stopped. I haven't been able to reconnect since. We don't have windows clients (nor Windows OS), just Android phones.

[joseph_1979]

@user_634160500043891_634160500043891 Just to eliminate this user. Do you have another Android smartphone? If yes please install the Reolink client and add the camera using the UID (you can find this under info). Then log from this second smartphone and select low res. Do the same on the first smartphone. Then connect with the first smartphone and stay in live view. From the second smartphone log on the camera and stay in live view. Stay in this mode for a couple of minutes. If all OK then from the first smartphone change the resolution to clear and check the live view of the second smartphone.....if OK change the live view of the second smartphone to clear and leave it for a couple of minutes. Then exit from the second smartphone....leave say 3 min and log again ......... check that the session is not released. Do the same with the first smartphone. Disconnect both and log again.

[Costa_ro]

@joseph-chircop_497308027822318
Good point, thanks!
I'll check that out once (if) the camera comes back again, as it's in a remote location I don't have access to until next weekend.

[joseph_1979]

@user_634160500043891_634160500043891 You're welcome. We try to help wherever possible. To sort such issues one must have the appropriate logs generated at the camera and of course traces at the cam side (mobile signalling I know it quite well :).

[Costa_ro]

@joseph-chircop_497308027822318
So it didn't come back until the weekend. After I got there and resetted it, it came up fine again on my phone and let it run until this morning. Then I have installed the app on a 2nd android device, shared the connection on the first, and after scanning the code image on the 2nd it said"cannot connect to camera" and it was gone again.
Any other suggestions?

[joseph_1979]

@costa_ro Rather than scanning can you click on the + at the top right hand corner of the client and click on UID/IP............... enter the UID and a window prompts you for the password.........and enter the password. You shall get the UID from the device info.

[Costa_ro]

@joseph-chircop_497308027822318
I could, with the risk of not being able to access it again, as I have already left the area. Why would that be relevant though? I assume the scanning is just taking the code from the picture instead of having to enteri it manually...

[joseph_1979]

@costa_ro I can fully understand you the frustration you feel. Indeed they seem to be identical but you don't know what the programmer did. On large networks I analyse logs to determine the cause or capture traces. I already asked Reolink support to enhance logging.

If you have already restored the camera and there was no improvement I would suggest you to email Reolink support. Check with them that you have the latest firmware. I presume the mobile operator doesn't impose any policy through its PCRF. Can you swap SIMs with cam?

[Costa_ro]

@joseph-chircop_497308027822318
Thanks again for the input!
This is indeed frustrating, especially because just 300m away I have a working setup with a local network connected through GSM modem, including a Reolink wifi camera. But here is too far and the signal is also weak for some operators (it's a valley below). I have tried a different sim from another operator and the signal was too weak, as it kept losing connection and blocking.
I'll probably remove the camera and take it in a better spot where I can do some sim swap and other checks.
In any case, only the connection is broken, it kept recording wild animals passing and also the battery is in good condition, despite a single possible hour of sun per day at this time of year.
But I'll have to wait two weeks for that...

[joseph_1979]

@costa_ro You need to have a good LTE reception as otherwise you will encounter disconnections or failed to connect. In order to determine whether this is the issue you need to move the camera to a location where the reception being on say 4 bar and hoping there will be no intra-LTE handovers. An option would be to take it home for a day and do some tests at ease.

[Costa_ro]

@joseph-chircop_497308027822318
With this operator the connection is good, apparently.
I will do some local tests next time, also check out other sims in a good spot.
There are two aspects here I need to follow:
- signal strength : even if it disconnects, it should reconnect as most of the time the connection is fine. If it doesn't, it's a firmware issue.
- operator limitations: I don't know of any limitations in my contract other than the monthly limit for the current sim. And I don't know what to look for, but there may be some hidden ones... For the other operator I have a full 4G setup that's been online for years but, as I said, in the other location the signal is too weak for the same operator.

[joseph_1979]

@costa_ro I do not see any policies imposed. Please ensure that you have good reception before you repeat the scenario and that 4G is available rather than HSPA. Good luck.

[Costa_ro]

@joseph-chircop_497308027822318
After getting a third operator sim card, seems that the problems are resolved, it has been two weeks now and no problem with sharing. Thanks for the help!

[joseph_1979]

@costa_ro Nice to hear that. Enjoy.