Push notifications

[Rainman]

I have an RLC-823A (PTZ) and an RLC-842A (dome)
Both wired and connected to the same network.
Both have almost the same settings in terms of alarm and push notifications.
Both work well, record with people recognition to build-in SD-card etc
But the 824 (dome) does not want to give a push notification on my mobile (823 does in the same app)
I already restarted the 824, and I already reinstalled the app.
Who knows what to do?

[joseph_1979]

@rainman you need to restore the camera.

[Rainman]

@joseph-chircop_497308027822318
What do you mean by restore?
Rebooting ?

[joseph_1979]

@rainman Not rebooting. Rebooting means restarting. From the application select restore and the parameters values will be set to their default values with the exception of networks. Then change the configuration again to the one you have set previously. Then check push message notification.

[Rainman]

Found, and its WORK !!
Great and thanks !

[joseph_1979]

@rainman Excellent. Now you are a Reolink GURU :). Have a nice day.

[Rainman]

Cheered too early.
After I did restore, it worked fine for a while.
But once the detection zone and everything is set, the push notification suddenly stops for no reason.
I've already done 2 restores. with same result
I am not a guru apparently

EDIT:

I have extensively tested all the cameras I have (all Poe)
1x RLC-842A --> Push notification works fine
1x RLC-811A --> Push notification works fine
1x RLC-823A --> Push notification works fine
2x Reolink Duo 2 PoE --> I have the same push notification issues with both cameras

This must be a general problem for the Duo 2POE

[joseph_1979]

@rainman Can you list what configuration you have changed from the default value? Can you leave out the detection zone and try again? Just to identity what is causing the issue. Moreover please check that you have the most recent firmware. You can check it in Reolink download center.

[Rainman]

@joseph-chircop_497308027822318
I tested it and found the following things

Camera 1: clear detection zone --> Push notification worked again without having to restart or restore
Camera 1: reset detection zone --> Push notification still works, but stops after a number of notifications (10 minutes)
Camera 1: delete detection zone --> Push notification still doesn't work. but when I turn off the push notifications in the app on a mobile phone and turn them back on, it works again.
Added afterwards- EDIT: Suddenly the notifications also stopped, even though no detection zone was set.
So I can't use a Push-notification,

Camera 2: ditto, but currently the push notifications continue to work on this camera despite the fact that I have enabled the detection zone.
(is here on my desk to test, and I'll test it further)

I also tried to overwrite camera 1's firmware, but I can't if it's the same version.

I have taken a screenshot of the info from both cameras.
firmware is the latest

I can provide direct access via IP (http) to the camera if desired, but I don't know if you are from Reolink itself, and if that would be useful.

[joseph_1979]

@rainman I am not a Reolink employee but supporting members wherever possible based on my engineering skills. It is clear that this has nothing to do with the detection zone and most probable it is a firmware issue. I do not see any further tests and so I suggest you to email Reolink support and include your hardware version and the tests you have conducted. I have no access to logs and they are limited. One last test please....... Can you install Reolink client on another smartphone and re-create the config from scratch for one of the DUOs and check it out? Are you on Android or IoS? If you are on Android there is a limitation on the number of push notifications per application. If I recall correctly this is limited to 24. In case of Android smartphone, when you click on the push notification of the camera through the client, the client registers with Google FCM (it stores the IP of the client) and the client receives a token. Then client forwards this token (you can see it from the system menu of client) to the Reolink application server receiving the push messages from cams. So when there is a person detection the camera sends a message to Reolink application server. This application server already knows the token (passed by client) and sends a trigger message request to Google FCM. This includes the token the client registered with FCM. FCM then uses this token to fetch the mobile profile (IP) and pushes the message to the smartphone. This is high level. It's complicated but that part we leave it to the troubleshooters :).

[Rainman]

@joseph-chircop_497308027822318
Thank you for your expert explanation.
Note: the other cameras continue to provide continuous push notifications, also much more than 24
(I have a recent Samsung S21 with Android)

[joseph_1979]

@rainman Then you are running on Android 13. Try the last test I proposed. Even though the download center shows your firmware, do email them as they might have never firmware which they haven't yet released. Normally they shall reply within 48 hours.

[joseph_1979]

@rainman Have you done the last test I proposed?

[Rainman]

@joseph-chircop_497308027822318

SOLUTION found !!
If you are logged in as the main-admin, the push notifications will not work.
In addition to the main-admin login, you must create a new administrator or user, and use that on your mobile phone, and then the notifications will work.
Why is that not described anywhere?