Can't access via cloud anymore

Answered

Permanently deleted user

January 04, 2022 20:09

(I'm using DW spectrum) Since 3-4 days ago I'm unable to access remote via cloud access. I didn't change anything, all appears to be normal on the server config, licenses active, recording etc. Can view cameras etc when local network. Rules work to send email notification normal, and mobile notification works partially(no image anymore). Cannot view cameras in the mobile app anymore when not in local network. My config Running DW spectrum server latest version on windows 10, cloud is enabled, cloud users enabled. I never had port forwarding, only cloud. But now going on the mobile app (Android) says cloud server - unreachable. Going on the website cannot see live view and the server page says - This page cannot be loaded https://dwspectrum.digital-watchdog.com/systems Thanks

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  Wendy Chuang

  • Network Optix team

  January 10, 2022 05:59

  Hi @...,

  Sorry for the delayed response. May I know if the problem still exists? 
  If yes, please help to check and collect the following information for us:
  1. The software version of the DW spectrum server. Make sure it is up to date.
  2. Confirm the system is not behind a squid HTTP proxy(Consult the IT on-site).
  3. Confirm all the ports and URLs in the Firewall Pass list have been granted to pass. Or just run this python script and provide the result.
  4. Collect the Server DEBUG log for at least 10 minutes by following the instruction here
  
  

  Thank you for your cooperation.

   

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  Permanently deleted user

  January 10, 2022 16:14

  it turned out that all started with visiting the DW spectrum cloud website - after couple visits our network firewall blocks the website IP (snort on pfsense has issue with the website behavior unfortunately). Solved by whitelisting IPs and domains

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  Wendy Chuang

  • Network Optix team

  January 14, 2022 01:45 Edited

  Hi @...,

  Thanks for your update. Good to know that you figured it out. 
  I'll set this post as Answered accordingly.

   

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