iOS Client Devices + Windows 10 Clients unable to see Servers in a Hive.

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Daniel Kim

Summary

I have 4x users out of approximately 250x users that are able to connect to a Hive but once they do, see no available servers and cameras. This all started around 11/04/24 after the users ran iOS updates. I have other users using the same devices (iPhone, Win 10 Laptops) that also ran updates but experience no issues. I am unable to replicate the issue on my own devices, despite my iPhone and Win 10 laptop being same OS and client version. 

 

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    Patrick Cordova

    I have a similar problem which could be related. We are running client version 5.1. an one of my users has just updated his NX Mobile app to version 24.x.x while I still have version 23.2.37408. He can login but cannot see any cameras, which happened just after he updated the app on the iPhone. I have not updated the app and I have no problems with my iPhone. This is how to check NX mobile version

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    Daniel Kim

    Update: I have a temp solution. Looks like the issue is with Custom User Profiles. Using any default profile (Admin, Advanced Viewer, Viewer, Live Viewers) seems to resolve the issue but presents new ones, like default profile showing all servers and cameras within a Hive instead of just the ones they were assigned and allowing users to do more or less than what they were able to do on their custom profile (download, view recording, bookmarks, camera settings etc). 

    I guess the fix is to use default profiles until NX provide a solution. 

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    Wendy Chuang
    • Edited

    Hi Daniel Kim and Patrick Cordova,

    Sorry for the inconvenience.
    This is a known issue on the 24.1. When users access the system via the account with a custom role, they may not be able to see any camera available in the resource tree. The issue has been effectively addressed and resolved. We anticipate that the updated version will be available in app stores within a matter of days. 

    Thank you for your patience and understanding. If you have any further questions or concerns, please don't hesitate to reach out.

    Best regards,

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