Forum Announcements and News Remote viewing software doesn't really work

This topic contains 11 replies, has 8 voices, and was last updated by  Cynthia 4 months, 2 weeks ago.

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  • #326468

    Jerrel Schoenrock
    Participant

    I am curious if Reolink is ever going to take responsibility and fix the remote viewing Reolink Client Software? I've had my cameras for a couple of years and been through several firmware and software updgrades. Whenever I have inquired about it, support merely wants me to do another firmware upgrade.

    Everyone has to know that it will hardly connect over the internet. Works fine on your home network but not away from home. I'd say it takes about 5 attempts to get it to connect for live viewing and almost impossible to play back recorded clips.

    #327102

    markspaw
    Participant

    I had the same problem and it turned out to be my cell provider. I bought some prepaid sims from different providers until I found one whose cell network worked well. Not sure what the problem is since a few of the cell providers weren't interested in helping figure it out.

    #327621

    wictod
    Participant

    Yeah agreed this problem has been around for years... strange though, I had a situation very recently where I needed to check the status of my property remotely due to a burglar alarm notification.. I was on the move and had the reolink open and couldn't connect with 4G at full bars on the phone.. nothing.. then I drifted out to a remote area in the country where I had barely any signal on 3G and it connected so am unsure exactly what the problem with the connection is?

    #327789

    Carl
    Keymaster

    If it is hard to access the camera via the mobile data, you could take a screenshot of the system status via Reolink app. Then, please send an email to support@reolink.com. Our technical support will check it for you soon. Sorry for any inconvenience caused to you. Thank you for your patience and understanding.

    #332234

    Jerrel Schoenrock
    Participant

    It is ONLY on my home network that connection and playback works very well. I can be on cell data or a really good wifi away from home and it is crap. I have had other brands and they connect remotely just fine.

    I downloaded Swann Link (which is like a clone of Reolink Client) and it doesn't work well either. It works great with Swann cameras though. Hmmm..?

    But the question remains unanswered, unanswered, unanswered! WHEN WILL THEY OR WILL THE EVER FIX THIS PROBLEM? How many years has this been going on? They are selling a product based on remote viewing capability to monitor their property, but it doesn't really work. They take the money and don't deliver in that respect.

    #337803

    James
    Participant

    So I have a system at my work that has Comcast/ Xfinity as the internet provider. I have a system at home that has T-Mobile as the internet provider. If i'm at work I can't connect on wifi using the 2.4 or 5 internet but when I switch it to the free xfinity wifi it works. Have no ideas

    #366379

    tsltrek
    Participant

    Came here to find a solution, but guessing there isn't one reading these posts.

    On my iPhone my older 4/2018 RLC-410s (4MP) takes at least 5+ refreshes to get a live feed going. My newer 4/2019 RLC-410(5MP) typically starts right away.

    #366744

    Cynthia
    Keymaster

    Sorry for the inconvenience. Could you please send an email to support@reolink.com? Our support team will check it for you soon. Thanks.

    #387891

    john
    Participant

    This all started for me after they updated from FW 1288_18020701. I have three rlc-420 and one rlc-410 and they all became almost utterly unresponsive after the update with the client. normally taking many retried to eventually connect and this was on a 100Mb business internet connection. They were fine on my own network and my NAS still recorded but i could not access them remotely using the client software, or the app. Support could not help despite trying all manner of fixes. The only fix was to roll it back to 1288_18020701.

    I have just tested the latest firmware to see if it had been fixed but alas no. Same fault persists.

    The developers need to look at what changed after 1288_18020701 and try to fix it.
    For everyone else, If you are still having problems I suggest you request a copy of the old firmware and see if it fixes it for you.

    #388610

    Cynthia
    Keymaster

    Sorry for the inconvenience caused to you.
    What is the case number of your ticket? Has it closed now?
    If your ticket is already closed, could you please send an email to support@reolink.com? We'll follow up this issue for you.

    #388686

    john
    Participant

    This was #89502. I will leave the firmware on this one camera if you wish to investigate why this is still happening otherwise I will be putting it back again so it works as I need it to.

    #391485

    Cynthia
    Keymaster

    Sorry for any inconvenience caused.
    If there is something wrong with the device, you may try to update the firmware again in order to make sure you can enjoy it.
    We will try other ways to investigate it.
    Besides, if you need more help, please send an email to support@reolink.com? We'll follow up on this issue for you.
    Thanks for your understanding.

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