Problem retrieving video streams via the relay

Benjamin

July 16, 2026 08:33

Hello,

For the past several days, several of us—myself included—have been unable to retrieve video streams from the cameras since our integration with WAVE (versions 6.0.5.41290 and 6.1.2.42921).

For your information, the integration—which has been in production since last year—uses the API (official NPM package). We haven’t had any issues since the beginning, but we’ve been experiencing this problem for several days now.

From my home, where I have a FreeBox internet router (Ultra model), I can’t retrieve the video streams, but from my office or any other location, it works fine—using the same PC and the same Wave Sync account.

The error seems to be coming from the relay; from my end, the relay is requesting this IP address, which returns a server error.

However, when I use other sites with the same computer and Wave Sync account, everything works, but the IP relay is different (IP Relay: 87.249.129.114).

Do you have any ideas on how to solve this problem?

 

Thanks

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  Ichiro

  • Network Optix team

  July 20, 2026 10:12

  Hi Benjamin,

  It has no problem that IP address changes all the time, as that is CDN and the nature of Nx Cloud Relay works. It will have several access points (usually 3 relays) that will take care of the site. So IP address changing is not considered an issue.

  In your case, it is more like something about the webRTC connections or others.
  To help us properly diagnose this, could you provide the following:

  1. A screen recording showing the issue as it happens
  2. Wireshark packet/Browser Developer Tool logging captures showing what the request  was sent and when the server responded to.
  3. Server debug-level logs

  With this information, we can take a closer look at what might be happening on your end. 

  We'd suggest following our standard troubleshooting procedure and sharing the information above when you're able. (If you want to proceed and share the site access as well) 

  Thanks.
  
   

   

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  Benjamin

  July 23, 2026 07:13

  Hi,
  
  Thank you for your reply.

  Attached the browser traces (anonymized) showing the request sent and the response from your server. => LOG (removed the link after download)

  For your information, our application is developed using Angular and the @networkoptix/webrtc-stream-manager-v2 library.

  Note that we found no trace of this in the client debug logs during this connection attempt.

  Thanks,

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  Ichiro

  • Network Optix team

  July 23, 2026 07:21

  Hi Benjamin,

  Thanks for your information, but this log may not help much on this.

  What we would really want to see might be the server debugging log, which really contains the period that you were pulling the video.

  In your case, it is more like something about the webRTC connections or others.
  To help us properly diagnose this, could you provide the following:

  1. A screen recording showing the issue as it happens (reuqired)
  2. Wireshark packet/Browser Developer Tool logging captures showing what the request  was sent and when the server responded to.
  3. Server debug-level logs (mandatory)

  With this information, we can take a closer look at what might be happening on your end. 

  0

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