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Slow rollback

Completed
Lital Akulov

Hey guys,

I have a client who is in New York and I'm from Israel, when I'm trying to see the rollback from his cameras on my nx client it takes a few minutes until I can watch it, and when I do it the video is not running properly.

I didn't notice any network issue and the upload speed looks fine, is there any chance it is related to where the cloud data is located? 

Thanks,

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Comments

10 comments

Date Votes
  • Norman
    • Network Optix team

    Hi Lital Akulov,

    If you connect around the globe, it will take more time, that when you connect locally, however it should not be minutes, it still should be a matter of seconds.

    Can you tell me if the system connects through NAT (N) or Proxy (P)? You can see that when you open a camera in the layout, display the information by selecting the i icon in the top bar of the camera (1) or press the i button on your keyboard when the camera is selected. In the bottom left corner, you can see the type of connection (2).

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  • Lital Akulov

    Hey Norman
    - Nx Support,Sorry for my late response,Our system connects through Proxy.


    Sorry for asking but why does it matter? 

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  • Lital Akulov

    I Have the same problem on another site we have in San Francisco.
    People from USA see the rollback fine but here in Israel its very slow

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  • Norman
    • Network Optix team

    Hi Lital Akulov,

    I believe there may be a firewall between the two locations. To facilitate device connections, kindly consider adding the Fully Qualified Domain Name (FQDN) addresses provided in THIS support article.

    I asked about your connection method, specifically whether it involves NAT or Proxy, because NAT is typically the default. However, in cases where firewalls or other applications obstruct NAT connections, a Proxy might be utilized, albeit with a slightly longer connection time (though minutes are still unexpected).

     

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  • Lital Akulov

    Hey Norman,

    We checked our setting on the clients firewall and everything looks fine and it shouldn't make any problems.
    As I said before whenever we want to see a rollback or even a live stream we have a delay of a 30-60 secondes sometime event more.

    When I open the stream local on the clients server the stream looks fine, maybe the problem is with our cloud?

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  • Norman
    • Network Optix team
    Edited

    Hi Lital Akulov,

    Can you add nx.verify@gmail.com to the system as an administrator for an initial investigation?

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  • Lital Akulov

    Norman

    Ill do it right away

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  • Norman
    • Network Optix team

    Hi Lital Akulov,

    I assume this isn't the system in New York or San Francisco, since its scenery and bird sounds suggests a more Mediterranean environment. Also, I was able to connect to the system in ~5 seconds, which is a reasonable time. Server 200 - V... connected through Proxy, the other two through NAT, but also still quite responsive.

    I guess you shared the incorrect system.

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  • Lital Akulov

    hey Norman

    This client is in Israel and now he has the most delayed stream, the live stream is very flaky and when you open one of the cameras on a big screen it also takes some time and the stream is very stuck.

    We have the same problem in San Francisco and NY

    I can add you to those projects as well but it really wired that you see the stream in Israel and its running smoothly

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  • Norman
    • Network Optix team

    Hi Lital Akulov,

    I'll transfer this topic to a ticket, so I can share more details with you privately.

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