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Nx Mobile cannot connect on Vodafone Network - Australia

Completed
Permanently deleted user

Unable to connect to Nx Mobile on the Vodafone Network. App tries to connect -then comes with error

Cannot connect to System "........ NX" Check your network connection or contact a system administrator.

Spoke with Vodafone - no resolution. (works on WiFi)

I would appreciate any assistance.

 

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Comments

11 comments

Date Votes
  • Norman
    • Network Optix team
    Edited

    Hi Ali

    What most likely happens is that Vodafone uses CGNAT to circumvent the shortage of IPv4 addresses. 
    So for the short term, you could ask Vodafone to assign a fixed public IP address to you. 

    But I will also ask our dev team if they can investigate your specific case to see if they can resolve it in a more permanent way. 

    Can you share the log files of your phone to <removed>? 

     

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  • Norman
    • Network Optix team

    Hi Ali,

    I will turn your question into a ticket and continue the conversation from there. 

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  • Kieran Vella

    Did this ever get resolved for Ali, Our MD has a similar issue where he can't connect to his home Nx server with his phone on the Vodafone network. His other phone on Telstra works fine.

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  • Norman
    • Network Optix team

    Hi Kieran,

    We are still in the process with Ali.
    I will try to update this topic as soon as there is more to mention.  

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  • Kieran Vella

    Anything we can do to help? The user has a Pixel3XL

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  • Permanently deleted user

    Hi Kieran

    I have tested The App on both IOS and Android phones, same results. 

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  • Kieran Vella

    G'day Ali,

    The boss came and asked about this, still having problems?

    I wish I could reproduce it myself to launch a ticket!

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  • Permanently deleted user

    Hi Kieran

    My I.T. guy was able to successfully setup my remote viewing on the Nx Mobile Client via Port forwarding thru my modem. I am now able to launch the NX Mobile app on the Vodafone 4G Network.

    NX Support are still in the process of resolving the issue of not being able to connect directly to the NX cloud service.

    Regards,

    Ali.

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  • Permanently deleted user

    Hi Kieran,

    I was in the process of sending a log file to NX Support, I noticed that the connection to my cameras via the cloud is now working, and I tried it on 3 different phones on Vodafone 4G network and they all work fine. not sure what has happened.

    Therefore get your Boss to try now. let me know if he is able to view his cameras now.

    I will also be awaiting a reply from NX to confirm what the issue was. 

    Regards,

    Ali.

     

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  • Boris Biruchkov
    • Network Optix team
    Edited

    Ali, 

    We didn't do anything specific on our end, so this is either Vodafone network, or your local environment changes.

    You mentioned you had the similar issue on Android. As I understand, the issue is gone on all devices.

    Kieran, 

    Could you please try to test the connectivity and get back to us?

    Thanks in advance

     

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  • Kieran Vella

    Hi Ali,

    Thank you for the update, this is interesting because yes, the users phone started working as well the other night. Coincidentally a switch was changed at the premises and I was wracking my brain as to how a dumb switch could contribute to the issues but seems the change happened elsewhere!

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