NX Cloud "Unreachable"

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Anders Knutsen

• July 27, 2022 12:00

Summary

When updating from 4.2.0.32840 -> 5.0.0.35136 the system becomes unreachable in NX Cloud.

Environment

• Nx Witness Version: 5.0.0.35136
• Client OS: Windows, Android & iOS
• Server OS: Windows
• Network Topology: 1 Server, 3 cameras, 5 clients
• Special features: None

Reproduction Scenario

If i upgrade from 4.2.0.32840, or do a fresh install of version 5.0.0.xxxxx on this machine the problem occurs.

Expected Behavior

To be able to connect to the system via NX Cloud using server version 5.0.0.35136

Actual Behavior

The system hangs on "Unreachable", and never becomes available in any client. Only the local client on the same server, or local clients on the same LAN is able to connect.

Additional Information

This machine har previously been connected to another NX Cloud account/system. The server was removed from the old system, and is now supposed to be a standalone server as a new system, unrelated to the old.

1

• 

  Norman - Nx Support

  • July 28, 2022 08:08

  Hi Anders Knutsen,

  Thank you for reporting this issue.

  Could it be that you have a Firewall in use between the client and the internet?

  • Can you check the validity of the certificate for the system?
    You can check the certificate by clicking on the certificate in the Server Settings menu, tab General.
    

  • Can you check which certificate is used for the cloud connection?

  For Chrome:

  1. Open the Chrome browser
  2. Open the Developer Tools with Ctrl+Shit+I
  3. Select the Security tab
  4. Navigate to nxvms.com
  5. Select View Certificate
  6. A window opens, please select the Details tab
  7. Select Export... and save the certificate
  8. Share the certificate with us.

  For Firefox:

  1. Open the Firefox browser
  2. Navigate to nxvms.com
  3. Click on the padlock in the search bar.
  4. Click on Connection Secure...
  5. Click on More information...
  6. Click on View Certificate
  7. Share the output, either as screenshots or print it as PDF and share them. 

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• 

  Chris White

  • August 04, 2022 15:01

  I am seeing a similar issue with the DW Spectrum version as well. The version I am running is 5.0.0.35271. I am able to connect fine either locally or through a static IP. The second I turn off my port forwarding rules, I am unable to connect with DW Cloud. This wasn't the case in previous versions. I never had to configure any port forwarding rules for cloud services to work. https://drive.google.com/file/d/1th2MRbMaS49JKQWauCMsYdwLha5Gpmd3/view?usp=sharing 

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