Can't connect using the mobile app

Maarten

Hi, I have bought aReolink system with 2 wireless cameras and nvr. The problem I have is that I can't connect remotely using the iPhone app. It is fine when I am at home using wifi but when using 4G it can't connect. As the host I am using my IP address and the port is 9000. Both the username and password are completed. Is there anything I may be doing wrong? I have tried to reboot the system and rebooted the router but still have the same problem.

Hi, please kindly confirm your camera connected to the Internet. Or you can send the UID of NVR and the password of admin to support@reolink.com then we will check it for you.

I'm also unable to connect via the Android app (version 2.2.2.7). I can connect via http on port 80, and using the MacOS client.

I believe I have narrowed the issue down to password length. I'm using a strong password that is quite long. It appears that the mobile app is accepting a max of 22 characters. The faq says the max password length should be 31 characters.

Is the faq incorrect, or does the app need to be updated. If the latter, when is a version that accepts 31 characters expected to be released to the play store?

Since you can access the NVR when the phone is on the same network as the NVR, the length of the password should be fine. Would you please check:

is the LAN port on the NVR connected to the router properly? you may check the LEDs on the LAN port, normally there should be a solid green light and a flashing orange light.

What's the IP address of the NVR. You can check it under Network > General, is it on the same subnet as the router? Please let me know what's the IP address there.

Make sure the internet is working fine on your phone.

I assume that you are using a router at home? Sounds like you just need to setup port forwarding on your router. I realize this is an older thread but hopefully this helps.