Forum Software Reolink Mobile App Connection failed 3G/4G

This topic contains 36 replies, has 15 voices, and was last updated by  Ai C 1 year, 4 months ago.

Viewing 15 posts - 1 through 15 (of 37 total)
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  • #96313

    diegomuser
    Participant

    Hello, my model is Reolink C1 pro.
    When I connect camera via wifi (house, office, another country) works perfect.
    But when I want to connect via 3G/4G connection failed, Cant connect.
    Please help

    #96431

    Tom Scheifler
    Participant

    I get the same thing on my C1 Pro and RLC-411WS (iPhone X, 100mb up and down ATT fiber internet).
    It usually fails many (5-20) times before connecting successfully.
    Sometimes I have to just close the app and open it again. Sometimes that works, sometimes not.
    This issue happens when I'm 3G/4G and LTE.
    It also sometimes happens when I'm on wifi that is different than the network the cameras are on.
    This really needs to be fixed. Very frustrating and I cannot recommend Reolink to my friends and family because of this issue.

    RLC-411WS x 1
    C1-PRO x 2
    RLC-422W x 2

    • This reply was modified 1 year, 8 months ago by  Tom Scheifler.
    • This reply was modified 1 year, 8 months ago by  Tom Scheifler.
    • This reply was modified 1 year, 8 months ago by  Tom Scheifler.
    #96793

    Tomasz Raganowicz
    Participant

    Same problem here with C1 Pro.
    Doesn't work over LTE/3G, works perfectly fine over WiFi.
    My LTE connection is 4G+ with speeds around 50/30Mbps, so it's not a problem definitely.
    I've tried connection over LAN cable, as well as 5GHz. No luck.

    Actually it did work few times over LTE and it did work, it did connect, but most of the time when I actually need to check my camera it doesn't work 🙁

    @reolink
    Something is wrong with that camera. Can you please send any hints how to resolve this issue?

    #96861

    snipervision
    Participant

    I have the same problem.

    First of all, I find it strange I am not able to enter an IP address to connect to. Everything is configured throught the QR code on the camera. I also didn't open up a TCP port on my router so it seems the camera connects to a cloud service provided by ReoLink. Using the app, a connection is probably set up to the same cloud environment, which in turn makes it possible to connect to the camera. So it works as sort of a relay/proxy.

    Why this won't work on a cellular connection, I can't really explain at this point.

    #96878

    Rasmus
    Participant

    Same problem here with RLC-410WS.
    Doesn't work over LTE(4G)/3G but it works perfectly over WiFi.

    #97015

    jpkman89
    Participant

    Have you tried port forwarding? Open up port 80, there's a really good guide here

    https://www.cctvcameraworld.com/port-forwarding-for-dvr-and-nvr/

    I'm on Sprint and after following this guide I'm able to view on LTE as long as my connection permits

    #97018

    snipervision
    Participant

    Ok, so I've opened up port-forwarding for the media port (9000), directly from my router to the camera. This seems to work. The first connection attempt still fails, but now the second attempts seems to connect. I'm still not sure why, but it has improved connectivity a lot.

    Unfortunately I won't be able to purchase any more Reolink camera's now, since I can only forward the media port to 1 camera at a time. I'm not able to change the network or connection settings to connect multiple camera's at once.
    Shame...
    They are nice camera's...

    #97087

    Rasmus
    Participant

    hi Guys.
    I wrote the reolink support and got a solution.
    The solution is a new test firmware of the camera and a new app.
    Now access via 3G / 4G works without problems

    #97089

    snipervision
    Participant

    Are you able to share the software of provide a link where it can be downloaded?

    Did they say anything about a release date for these updates?

    #97097

    Rasmus
    Participant

    I do not know if the links are still working ...

    Quote:
    For Android:
    We have made test firmwares and test Android App, in hopes of solving the issue for you. If it is of convenience and interest to you, we would love that you help us test:
    Step 1. Please upgrade the camera firmware with this test firmware:
    https://www.dropbox.com/sh/f3svgomnqv5fn8n/AACe9mfKbUvFY8-b-3SVOFzXa?dl=0
    How to do firmware upgrade: /faq/upgrade-firmware-of-reolink-camera/
    Download the Android App from here and install the App on your cellphone(You may need to delete the current App).
    https://www.dropbox.com/s/41c2xysna5qza1d/Android_StreamView_4.4.2.3.apk?dl=0
    Step 2. Add the camera to the test version of Reolink App (above), and see if you can remotely connect to the camera (with your phone connected to 4G cellular network)?

    RISK WARNING: If the camera is upgraded to the test firmware, you have the risk of not being able to remotely connect to the camera on Reolink desktop software (test version to be released soon). So if you rely on Reolink desktop software, then do not do this test.
    If the new firmware is not working properly, please kindly download the current firmware from our webpage then rollback the firmware on the device.
    How to do firmware upgrade: /faq/upgrade-firmware-of-reolink-camera/
    Thank you in advance for your willingness to test for us. With your help, we will solve the problem in a quicker fashion.

    #97409

    Tom Scheifler
    Participant

    /topic/3g4g-mobile-app-ios-cant-connect-or-lasts-3-seconds/

    RLC-411WS x 1
    C1-PRO x 2
    RLC-422W x 2

    #98340

    Bob
    Moderator

    Hi communities,
    Sorry for the trouble caused. We are coming close to a fix to this issue. We are in the process of new firmwares/App testing. If you'd like to help us beta test, you may get a quicker resolution of the issue. And we are really glad if you can drop us an Email at support@reolink.com and get the test firmware/App.
    Thanks again for you guys sharing your experiences here!

    #99915

    Tom Scheifler
    Participant

    Thanks Bob. I contacted support and received the instructions for testing the beta firmware.
    I updated my C1 Pro to the new firmware.
    Success!
    Using the new firmware and test app, my iPhone X now connects quickly and consistently using 3G/4G/LTE.
    In addition, I am able to stream at much higher rates using 3G/4G/LTE than was previously possible.

    Notes for others about the beta firmware:
    1. It is not yet compatible with the desktop/PC client software.
    2. It breaks the 3G/4G/LTE connection in the current iPhone app (you must use the test app).

    I did not update my RLC-411WS because I was not willing to lose access with the PC client.

    I hope Reolink can quickly finish up testing and get this new firmware out of beta and working with the PC client.

    RLC-411WS x 1
    C1-PRO x 2
    RLC-422W x 2

    • This reply was modified 1 year, 7 months ago by  Tom Scheifler.
    #99955

    nigel.bruce
    Participant

    Hi there
    I too am currently using the test firmware and I am very pleased to say that this is now working as it should – this was a real deal breaker for me, as I have not long purchased this off of Amazon and they were going back if this issue couldn't be resolved. Looking forward to this being officially released so I can connect my other C1 Pro

    – Thank you for the great support Reolink – much appreciated

    On another topic(s) I wonder if someone could clear up 3 things that is confusing the heck out of me?
    Push and email schedules?
    1. Can someone explain the difference and why I would want to have push notifications if email is another option? – surely by having email you will have a copy of the movement video file, push is just a notification telling you that movement has been detected – is this correct or am I way off?

    2. In the email option I ONLY want to receive email alerts when there is motion detected, yet there only seems to be an interval option for 30secs/1Min/5Min/10Min/30Min – therefore by setting one of these time options (I have no choice as it cannot be deactivated) I will receive and email and what ever duration I set (lets say 5) so every 5 minutes I receive an email filling up my in box unnecessarily, yet frustratingly there has been no movement detected!!

    3. OK, this question isn't confusing, but has anyone worked out how to use geoloction with their C1 Pro using IFTTT or similar? It would be amazing if after a few seconds of leaving the house my MD activated and email was triggered to ON (minus the issue above:)) and same in reverse when I get home.

    Any help on any of the 3 points above would appreciated, that manual hasn't really helped and I need to get these issues sorted for me to feel that i have really purchased an amazing camera!

    Thx in advance

    • This reply was modified 1 year, 7 months ago by  nigel.bruce.
    • This reply was modified 1 year, 7 months ago by  nigel.bruce.
    • This reply was modified 1 year, 7 months ago by  nigel.bruce.
    • This reply was modified 1 year, 7 months ago by  nigel.bruce.
    #100387

    Tom Scheifler
    Participant

    Notes for others about the beta firmware:
    1. It is not yet compatible with the desktop/PC client software.

    Correction: It is not yet compatible with the desktop/PC client software for REMOTE access (it works fine if the desktop and camera are on the same local network).

    RLC-411WS x 1
    C1-PRO x 2
    RLC-422W x 2

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