Cloud Connected System stuttering slow when using cloud

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Tuli Dem

• January 03, 2023 22:24

Hi there,

I have a brand new system connected to the cloud.

The server is connected to the internet via a 300/50Mbps connection.

When connecting from the public internet I can watch live streams but the stream doesn't seem smooth. If I try playing back archives I can't play faster than regular 1x speed (I can select up to X16 but the playback speed doesn't speed up. It plays very stuttery).

I ran the python script listed here https://support.networkoptix.com/hc/en-us/article_attachments/4409626609815/nxcloud_passlist_checkup_0.0.3.py

All tests report OPEN.

 

If I create a port forwarding rule to forward port 7001 the problem goes away and it's smooth sailing. I don't want to have to keep 7001 open and also don't see any documentation listing that as a necessity. (Just to clarify, when I have 7001 open I'm still connecting by logging in via my cloud account and not via the public IP).

 

I have this exact issue at two separate sites. Both sites have similar setups with the same model router. No connection between these sites, just the same issue.

 

The router acting as gateway and firewall is a Ubiquiti EdgeRouter X.

 

Any help would be greatly appreciated!

Tuli, 

 

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  Norman - Nx Support

  • January 09, 2023 11:33

  Hi Tuli Dem,

  For the affected system, can you tell me, what letter is shown in the info panel on a selected camera in the Nx Witness Desktop Client?

  There should be an N, a P, or nothing.

  In my example below, it is the N.

  

  Where did you run the python script? On the server side or on the client side?

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  Tuli Dem

  • January 09, 2023 23:07

  Hi Norman,
  There is no letter on either one of my affected systems as you display in yours.

  I tried the python script on the server side.

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  Norman - Nx Support

  • January 09, 2023 23:25

  Hi Tuli Dem, 

  In that case, can you disable the port forwarding and try again to see which letter appears?

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  Tuli Dem

  • January 10, 2023 15:09

  When I turn off the port forwarding (N) is displayed on the info tag to the right of FPS.

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  Norman - Nx Support

  • January 10, 2023 17:47

  Hi Tuli Dem,

  Thank you for the confirmation.

  Please add the links of THIS following support article to the pass list, this way no port forwarding is required and the cloud traffic over the NAT should be smooth again.

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  Tuli Dem

  • January 10, 2023 19:27

  I have already done this. Only after I confirmed that I was still having issues after allowing the required urls to the pass list I ran the python script.
  This was all don’t before posting my initial request.

  Please advise.

  Thank you.

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  Norman - Nx Support

  • January 11, 2023 07:56

  Hi Tuli Dem,

  Thanks, I will discuss this with our cloud team.

  In the meantime, could you share the affected cloud IDs?

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  Tuli Dem

  • January 23, 2023 16:01

  Sorry, I missed this last response...

  Sure thing. Can you please give me an email where I could send them?

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  Norman - Nx Support

  • January 24, 2023 08:46

  Hi Tuli Dem,

  You can paste them here in the comments.

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  Tuli Dem

  • January 24, 2023 18:17

  Does putting the cloud ID's on here in public make those systems vulnerable?

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  Norman - Nx Support

  • January 25, 2023 12:24

  Hi Tuli Dem,

  Only when people know your username and password.

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  Tuli Dem

  • January 26, 2023 19:35

  Here you go.

  8e064c46-5d21-4d65-9769-312d3da8d92a

  and

  ba5b364a-69f9-496c-89fd-7bffd0b769b4

  Thank you.

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  Norman - Nx Support

  • January 27, 2023 09:06

  Thanks, I shared them with our cloud team for further investigations.

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  Tuli Dem

  • February 08, 2023 15:32

  Hi Norman,

  Checking back on this. Were they able to shed some light on why this is happening and when can be done to resolve this issue?

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  Norman - Nx Support

  • February 15, 2023 19:39
  • Edited

  Hi Tuli Dem,

  Would it be possible to get access to the system by adding nx.verify@gmail.com to the system as a cloud administrator?

  JIRA-CB-1888

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  Norman - Nx Support

  • February 16, 2023 08:31

  Hi Tuli Dem,

  I'm going to transfer this topic into a support ticket, let's continue the conversation there.

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