Remote Viewing at certain location

Answered

Jonathan Lagace

January 05, 2021 15:33

Hello,

 

I am a managed services video surveillance integrator.  We have a bunch of sites under our account.

There are 3 locations that have issues viewing the cameras over wifi from certain locations.

Just for ease of explaining, we have 10 sites.  When we load our Client on desktop and mobile, 3 of the 10 sites say unreachable.  As soon as we go off our network, and go on LTE we have access to all 10 sites.

At another customers it does the same, but only on his ios mobile and not on the desktop.  If he goes on LTE, cameras are there and ready to go.

On his desktop (hardwired) it works instantaneously.

Please let me know if this a know issues.

I am currently on version 4.1.0.31400

 

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• 

  Wendy Chuang

  • Network Optix team

  January 14, 2021 03:51

  Hi Jonathan Lagace,

  Please help us to check and clarify your side:
  For Nx system - 
  1. Please confirm the systems are not behind a squid HTTP proxy(Consult the IT on-site).
  2. Please confirm the systems are connected to Nx Cloud and all the ports and URLs in the Firewall Passlist have been granted to pass. Install python3 on the machine and run the script to check if the device can reach the cloud service successfully. When you run the script, you will see if the instances are OPEN or CLOSED. In case some are CLOSED, please rule out your network issue and run the scripts again for verification.
  
  For Nx client - 
  1. Be sure that the version of the mobile client is up to date(20.3).
  2. Does the specific Wi-Fi or LTE connection of the client meet the problem? Please test the different network connections on the same client device. 
  3. Does the specific client device meet the problem? Please test the different client devices with the same network.
  4. If the issue happens on the specific network, please install python3 on the device and run the script to check if the device can reach the cloud service successfully. When you run the script, you will see if the instances are OPEN or CLOSED. In case some are CLOSED, please rule out your network issue and run the scripts again for verification.

  Thank you for your help.

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• 

  Wendy Chuang

  • Network Optix team

  January 19, 2021 08:48

  Hi Jonathan Lagace,

  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 email. We are eager to resolve your question as soon as possible.

   

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