systems unreachable on mobile app but ok on desktop client
Answered
i have 4 systems at 4 properties all running 4.2.0.32840
2 of the systems stay 'unreachable' on the mobile app for a good few minutes when you open the app (they come good after a while and then drop out again) ios app version 20.4
the desktop application works fine 100% of the time no issues.
i've tried wifi and 4g on the app and same issue. anyone else have any or similar issues?
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Hello @...,
Please provide more information for us:
1. What is your phone model?
2. What kind of connection do you have, local or cloud?
3. Provide logs from a mobile device, as described in THIS article.0 -
hi thanks for reply
1) happens on 3 iphones (12 pro, 11 and an X) and 2 iPads (both ipad Pro's) all OS are up to date on them and all running upto date NX App
2) Cloud
3) i have logs but how do i attach?
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Hello @...,
You can upload the logs to any cloud shared drive(OneDrive, Google Drive, Box, Dropbox....etc), then shared the link with us.
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here you go
https://1drv.ms/u/s!AsVHfXzbu9PHgf1DRA3aQgt-bmY-Hg?e=Wrmob6
that now being said...the unreachable issue only happened for a split second typically...where it has been happening on 2 out of my 4 sites for a few weeks now
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Hi @...,
I don't see anything alarming in the log files, but given your description, it seems like some sort of firewall, either on the side of the ISP or on the side of the Nx Witness server that causes some sort of delay and therefore the system appears initially as unreachable.
The commands from phone to server pass through our relay servers within milliseconds and sometimes that firewalls take a little more time to determine the communication and pass it through.
To minimize this issue, you could add the relays from THIS support article to the firewall on the server side.
If a system remains unreachable, and you can't connect to it at all, more investigation is required.
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ok thanks i'll look into this. that been said the NX application on my PC/Laptop connects to all sites with no issues and never receive unavailable on them
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Hello @...,
Just checking in to make sure you received our response as it has been a while since we have heard from you. Please let us know if you still need help by responding to this message.
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Hi,
I am currently having the same issues with a lot of my sites unreachable and will not connect even after waiting 5-10mins on the mobile app screen. I am also having these issues on desktop PC. I have run the Python script to check all ports and they have come back as all open.
Could you please let me know what the next step is to resolving this issue as it is causing a lot of grief for my clients.
Thank you
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Hi Daniel Francis,
I have shared the script as a reply to your other reply in the other topic.
For your information; Today we will deploy a new patch for our cloud, perhaps this resolves the issues you encounter.
If not, please let us know, and we'll convert this topic into a ticket for further investigations.
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Thanks Norman. If you could let me know when the patch has been created and how to enter this into the server that would be great.
I have ran the script and all ports showing open but still no luck and receiving the unreachable message still.
Thank you
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Hi Daniel Francis,
It will be deployed today, and there is nothing for you to do, except check if it works for you.
Please let us know tomorrow and is required, we'll continue from there.0 -
Hi Norman
I have check this morning to see if issues have been resolved. Still receiving the same issues with multiple sites being unreachable.
Thank you
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Hi Daniel Francis,
I'll convert this topic into a ticket, and we continue the conversation there.
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Connection issues disappeared.
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