Email tests are failing on my PERSONAL EMAIL SERVER with error 483: Device network error. Please try again.

[Bob]

Just got (Qty 2) reolink duo 2 poe cameras and (Qty 2) RLC 810A and rapidly becoming unhappy with this near $600 price tag. I use all four cameras recording to onboard 256GB memory cards and am using reolink phone apps and reolink client apps for the computers.

Let me clearly open up by saying the below issue is not "my network" so don't even try it reolink support. I have a personal email server sitting on 192.168.10.106. I have been using it successfully for years for all sorts of email needs, alerts from firewalls, iot alerts, smart home email alerts...the list goes on and on.

What settings (on any of the 4 cameras) need be setup so that I may use my email server (SSL/TLS authentication) sitting on 192.168.10.106?
Please see the current setup and screenshot below

All 4 cameras have the newest firmware installed
All 4 cameras do not work with email
All 4 have been reset after the firmware updates to factory defaults, then settings changed, etc.

[joseph_1979]

@user_724091070546163_724091070546163 Since you are on the same private network then disable the TLS and use plain SMTP (No TLSv1.2). Install Wireshark on your server and trace the SMTP messages (filter on tcp.port == 1025). Check that the packets arrive at the SMTP server and it replies back. Which SMTP server have you installed?

Did you try to use gmail to ensure that the email works on the camera (which I have no doubt at all)? I have a number of WIFI models and email works on all without any error at all. One thing to note is that the video attached (if selected) is of low resolution due to the file size.

Normally I disable HTTP and use HTTPS which uses the self signed certificate.

[Bob]

@joseph_1979 Wireshark...DUH. Why didn't I think of that? I believe I know what the issue is now. Reolink Cameras (all models that I have) support SSL/TLS however they do not support ignoring the "verify certificate check"!!!! Since I am locally hosted the cert will fail! I can export my tls cert from my email server, but guess what, they also have no ability in the camera to digest a cert. WOW talk about a shortcoming in the firmware on every single camera they produce. If I can get this verified by another set of eyes, I will have to sell these cameras.

[user_702716398801039_702716398801039]

Ensure your email server supports SSL/TLS for secure communication. In the Reolink camera settings: Set the SMTP Server to your email server IP (192.168.10.106). Specify the SMTP port that your email server uses for SSL/TLS. Enter the username and password for authentication. Make sure the SSL/TLS option is enabled in the camera's email settings. Double-check your email server's firewall and access logs to see if the cameras are trying to connect and if there are any errors. Ensure there are no IP restrictions on the email server preventing the cameras from connecting. If these steps don't work, reaching out to Reolink support with specific details might be necessary, even if the issue isn't with your network. MyTHDHR Benefits

[Bob]

@user_702716398801039_702716398801039 WOW thanks Internet BOT for providing that canned response and not helping at all!!! SWEET.

[Bob]

@reolink

Can someone please engage on this and confirm you will be able to introduce an option in all cameras (through a firmware update) that gives the ability to "ignore SSL/TLS cert checks"

[joseph_1979]

@bob Did you try to import your certificate?

[Bob]

@joseph_1979 As mentioned above - can't find a place to import any cert on any model camera I have. Also not interested in that. Would very much like to see an option to ignore the check. Most people who buy these cameras are homeowners not companies. Makes sense to cater to your audience who like to tinker as well with api's etc. Will a self issued cert even work that's not 3rd party signed!?

[joseph_1979]

@bob You need to access the Webui through a browser......... then click upper right wheel icon and go to Networks and click on HTTPS as illustrated below. If TLS is involved irrespective if local or external network, the server validates that the self-signed certificate came from the client who self-signed the certificate in mutual TLS (using the public key contained in the certificate) and the client attempts to verify the server's certificate too. If you are local try to remove TLS.

Kindly note that I am a customer like you and I am here to provide support wherever possible based on my engineering skills and software development.

[Bob]

Update

So the community knows what the outcome of this is. Reolink is aware of this shortcoming in that you can not use the cameras with any kind of email alerts if you are using your own email server that is not externally exposed in some way by a 3rd party and paying for services such as verified certs, static ip's, etc etc. Reolink made an offer to me in order to keep me "happy" and retain an image of "great customer service"

The deal they offered me...was for me to pay them more money. See below

-------- Original Message --------
On Aug 26, 2023, 12:10 AM, Ian (Reolink Support Team) :
Ian
Aug 26, 2023, 12:10 GMT+8
Dear Customer,
 
We apologize for not being able to provide you with more technical advice after reviewing your report.
 
Please accept our apologies that the product did not live up to your personal expectations in this instance. But we'd feed back your valuable experience to our product team, so we can continually improve our products.
 
We honor you as our valued customer, would you interested in talking with our aftersales team? They'd follow up to check if we can offer anything to you as a gesture of our good faith.
 
Please let us know if you'd like to proceed with my proposal, or if you have any other suggestions.
 
Thank you again for your patience and support.
Best Regards,
Reolink Senior Support Team - Ian

-----------------------

Customer
Aug 26, 2023, 23:44 GMT+8
thank you and yes I would like to start a dialogue with the after sales department. I really want to stay with reolink...I think you make a great product. I am just not sure I can due to the limitations of the software.


-------------------------------

------- Original Message -------
On Sunday, August 27th, 2023 at 3:20 AM, Candice (Reolink Support Team) <support_at_reolink>

Candice
Aug 27, 2023, 15:19 GMT+8
Dear Customer,
 
Greetings, this is Candice from Reolink RMA Team.
Sorry for the inconvenience.
 
To thanks for your support, we'd offer a discount coupon for your next purchase, will you take it?
 
Best Regards,
Candice