Nx cloud unreachable / delayed

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Alex Simmons

• June 15, 2021 08:44

Many client sites are currently affected by this. Nx mobile shows sites as unavailable, but online, and can take up to 20 seconds to show up. This is across maybe 6-7 different client networks. All using IOS. Occurs in desktop as well. Are there any current issues?

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  tolga altun

  • June 24, 2021 11:23

  We are having similar issues also. Accessing to cloud client (view tab)is taking too long and some of the cameras (randomly every time) are not displayed properly from the cloud client. 

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  Norman - Nx Support

  • June 24, 2021 13:24

  Hi Alex Simmons and tolga altun,

  Currently there are no known issues. You can check them on status.nxvms.com.

  When encountering such issues, it is important to isolate the issue. Does it occur when connected via Wifi or the mobile connection? Is the Nx Mobile application update to the latest version?

  Are there any firewall restrictions, or is some whitelisting required? You can check this in THIS support article.

  Also you can run run the following python script on the affected devices and share the results.

  Usage:

  python3 nxcloud_passlist_checkup_0.0.2.py --resolve --timeout 2 --retries 4

  Help:

  python3 nxcloud_passlist_checkup_0.0.2.py -h

  The script can be downloaded HERE.

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  Daniel Francis

  • January 20, 2022 15:57

  Cloud services are unreachable on all my clients from mobile and wifi connection.

  Has this been sorted seems to keep happening a lot with some very unhappy customers

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  Norman - Nx Support

  • January 24, 2022 08:06

  Hi Daniel Francis,

  From our side, all connections are good. No known issues.

  Is this still applying to the Telstra customers? As mentioned in the previous communication, our cloud team is investigating this to see if we can influence this from our side, but we cannot control firewall settings on the side of Telstra nor can we prohibit them from using CGNAT. If Telstra blocks our services or uses CGNAT, there is nothing we can do.

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  Ichiro

  • January 28, 2022 07:24
  • Edited

  Hi Daniel,
  
  Let me introduce Ryan Fechner to you. 
  Ryan is our Oceania technical expert, he will help you with your cloud issue.
  As you mentioned the connection was failed on both 4G and WIFI, this sounds strange to us, so we would like to investigate the issue.
  
  Can you check your SPAM mailbox if you can find the ticket email?
  Thanks.

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