Forum Software Reolink Mobile App Reolink app does not connect to iphone with 3g/4g

This topic contains 17 replies, has 12 voices, and was last updated by  Crimp On 1 week, 4 days ago.

Viewing 15 posts - 1 through 15 (of 18 total)
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  • #129554

    BV
    Participant


    I have a 422w dome, wired in our network. I can see live video on my iPhone inside using wifi, but it does not connect on my iPhone outside using 3g/4g. It says connecting failed on my iPhone. Any idea how to solve this?

    #130555

    Lisa
    Keymaster

    Did you add this camera to Reolink App via UID? Or ip address? Please make sure you add it via UID, which is for remote access. if you did add via UID, please tell me what the UID is of this camera. Please refer to the instruction below to find it.

    How to Find UID of Reolink products

    #139010

    Chris Lewis
    Participant

    I have this same issue. I can always view my cameras perfectly if I am connected to wifi, for example from my work’s wifi I can see my home cameras. But if I am ever connected over cell data (even full reception 4G LTE) it takes many, many attempts to view the live feed or recordings.
    If a reolink employee would like some info like UID to debug I would gladly provide that over private messages (or email since I don’t see PMs with this forum).

    #139183

    Carl
    Keymaster

    Hi Chris Lewis, could you please submit a request with your camera’s UID to the support team? They’d help you to solve it soon, refer to https://support.reolink.com/hc/en-us/requests/new.

    #146759

    Wesley
    Participant

    Same issue for me. Really annoying.

    #148358

    Chris Lewis
    Participant

    Changing the streaming type to Fluent helped a lot. I’ve put in a request for streaming over cellular data to default to fluent streaming, that would be useful for the mobile app.

    #150550

    jkim88222
    Participant

    I have the same problem with all my cameras.
    I’ve tried to reach customer service team and resolve the issue, however, the answer I get is ‘your home network is unstable’. My home broadband is perfectly fine and all other devices like laptop, TV, smartphones have no issues using the internet at all. Reolink won’t admit that their camera may be faulty or it could be a bug in their app.

    I am trying minimum 5 times to connect to the camera on 3/4G everytime.

    • This reply was modified 4 months, 4 weeks ago by  jkim88222.
    #150613

    Carl
    Keymaster

    I have the same problem with all my cameras.
    I’ve tried to reach customer service team and resolve the issue, however, the answer I get is ‘your home network is unstable’. My home broadband is perfectly fine and all other devices like laptop, TV, smartphones have no issues using the internet at all. Reolink won’t admit that their camera may be faulty or it could be a bug in their app.

    I am trying minimum 5 times to connect to the camera on 3/4G everytime.

    Hi John, just confirm your issue with our support team and it seems your home network cannot build a stable and smooth connection to our server on the Internet. It relates to both your home network ISP and our server network, we’d try to improve our server’s network performance but cannot control your home network. Hope you may understand and we’d try to provide you with an acceptable solution. If you have any other requests, please tell our support agents and they’d help you soon. Have a nice day!

    #151280

    jkim88222
    Participant

    Hello Carl,

    Thank you for your reply. I’ve requested my ISP for new modems several times and also had their technician to check the wiring at home. I have done my best at my end to improve my network and all other devices are getting benefits from it except for reolink camaera.

    Now the camera works fine when I am connected to home WIFI, however, issue with connection via 3G/4G still remains. It looks like I am not the only with this issue. I hope your team look into this matter closely and provide us app update or firmware update to address the issue asap.

    Cheers!

    #182975

    bb77fam
    Participant

    I have the same issues. When connected to my Wifi network everything is fine. In Settings -> Reolink, I have cellular data ON. When I turn off my Wifi and try to open Reolink, I get a pink bar at the top of my iphone screen stating “Network unavialable. Please check the network”. I have a 8 channel nvr with 2 bullet RCL-410 and 2 dome RLC-410. HELP…. I want to connect with my phone remotely and see my cameras live. If I cannot, then I have 30 days to return the system with the Amazon 30 day return policy.

    #183846

    Carl
    Keymaster

    I have the same issues. When connected to my Wifi network everything is fine. In Settings -> Reolink, I have cellular data ON. When I turn off my Wifi and try to open Reolink, I get a pink bar at the top of my iphone screen stating “Network unavialable. Please check the network”. I have a 8 channel nvr with 2 bullet RCL-410 and 2 dome RLC-410. HELP…. I want to connect with my phone remotely and see my cameras live. If I cannot, then I have 30 days to return the system with the Amazon 30 day return policy.

    Hi, could you please contact the support team for further help? Also, you may provide the UID and system status screenshot for them to check. Have a nice day!

    #184399

    Saegis
    Participant

    Same her. 3G/4G worked fine for a long time. Now a connection only works with WiFi but not with mobile data.
    Latest firmware on my cameras. Maybe its after an update of the Reolink app? Using the latest version on iOS.

    #184570

    bb77fam
    Participant

    Mine now works on 4G LTE. Two days ago I registered my system and yesterday my iPhone 5s down loaded the app update (it did this during the prior evening automatically). Yesterday morning I could connect with cellular data. I did nothing else… but it works now.

    #203375

    gadget711
    Participant

    I’ve got the same problem. Mine worked as of Jan 22 2019 and today Jan 23 it does not load over 4G. My download speed is 52Mbps and 11.4 Mbps upload speed. Nothing wrong with it. I did download a new update from reolink yesterday morning. Can you please go back and reverse that update to the last one? I will definitely let you know if the bug was in this update as you said you were fixing bugs with the new update, you obviously created a bug. Thanks so much.

    #203378

    jkim88222
    Participant

    I can’t believe this issue is still present. I still have this problem but I gave up on Reolink technical team to fix the bug. This team trusts the app or the firmware is fine. They are saying my wifi network is faulty while I have replaced the modem several times and checked with network provider about the stability several times.

    The connection issue is one of the most important aspects for a product like this. I really hope a permanent fix comes as soon as possible.

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