If you fail to remotely access Reolink NVR/Home Hub on both the Reolink App and Reolink Client, you may follow the troubleshooting tips listed below to solve the problem.

Applies to: Reolink NVRs, Home Hubs

Symptoms for Reolink APP not connecting to NVR/Home Hub remotely

You can access the camera locally but you cannot access the Reolink NVR/Home Hub either with Reolink App or Reolink PC Client sometimes or all the time. 

Troubleshooting for Reolink NVR/Home Hub not connecting to APP

If your Reolink NVR/Home Hub isn’t connecting to the app, it might be due to issues with network settings, software compatibility, or configuration errors. The following two situations are categorized: intermittent and non-intermittent issues. For the problems you're experiencing with your NVR/Home Hub, click on the corresponding link to troubleshoot.

  • Reolink NVR/Home Hub not connecting to internet intermittently

    1. Make sure that the problem is not related to a specific device or network. You can switch between mobile phones, computers, or networks to test. If the problem only occurs on a specific device, please refer to this article to solve the problem. What to Do When Having Issues with Accessing Reolink Devices on a Specific Phone/PC

    2. Check Router Internet Access. Connect your phone or PC to the same router as the NVR/Home Hub and verify internet access by visiting websites like google.com.

    3. Update NVR/Home Hub firmware. Make sure the firmware version of your Reolink NVR/Home Hub is the latest: How to Upgrade Firmware for Reolink Products

    4. Power cycle the devices. Turn off both the NVR/Home Hub and router, then power them on again after a few minutes.

    5. Switch IP Settings. Try switching between static IP and DHCP configurations on the NVR/Home Hub. Please refer to: How to Set up DHCP/Static IP Address via Reolink Client

    6. Open UDP Ports. Enable UDP ports 1 to 65535 on your router for the NVR/Home Hub. This is necessary for the NVR/Home Hub to communicate with the Reolink P2P server for remote access.

    7. Disable Security Software. Temporarily disable firewall, antivirus software, VPN, and proxy settings on your devices and router.

    8. Replace Cable and Port. Use a different Ethernet cable and connect the NVR/Home Hub to a different network port on the router.

  • Reolink NVR/Home Hub not connecting to internet completely

    1. NVR/Home Hub UID is enabled. Please log in to the NVR/Home Hub on Reolink Client or NVR monitor on the local network (LAN), go to Device Settings > Network Advanced, and make sure UID Enable is selected. Please refer to: How to Enable UID for Reolink Products

    2. Router has Internet access. Connect your phone or PC to the Wi-Fi or LAN port of the same router that the NVR/Home Hub is connected to and see if you can visit any websites, such as google.com.

    3. Update NVR/Home Hub firmware. Make sure the firmware version of your Reolink NVR/Home Hub is the latest: How to Upgrade Firmware for Reolink Products

    4. Power cycle the NVR/Home Hub and router.

    5. Please check whether the NVR/Home Hub has a valid gateway on the network status page.

    Please refer to: How to Check Network Information / IP Address via Reolink App.

    When the gateway is 0.0.0.0, we suggest the following steps:

    • Test with a new, verified working Ethernet cable between the NVR/Home Hub and the router.
    • If the NVR/Home Hub is not directly connected to the router (for example, if there's a switch in between or if the NVR/Home Hub is connected to an Ethernet socket), please connect the NVR/Home Hub directly to the router.

    6. For Reolink NVR, if the UID starts with XCPTP and the firmware is upgraded with the latest, please change the UID enable setting to "Line 1" on the monitor interface. Please refer to this article to check the UID. How to Find the UID of Your Cameras and NVRs

    1.  Hook up the NVR to a monitor via HDMI/VGA.  connect with monitor
    2. Login to your NVR on the monitor, then go to Menu > Network > Advanced and change UID enable to Line 1.  Note: This operation can only be done on the monitor, not via the App/Client.Line 1

 

If the above suggestions don't work, please contact Support and provide the following information for further guidance:

1. The NVR/Home Hub system information. Please refer to: How to Find out System Information (Firmware Version) via Reolink Software

2. A Network Topology like the picture. Please mark the IP address of each device. (Only when the WAN connection failed intermittently)

Network Topology

3. A screenshot of the Network Information page. How to Check Network Status of Reolink Cameras/NVRs

4. Details of the troubleshooting steps you've already taken and their results.

 

By following these steps, you can effectively troubleshoot and resolve issues with failed to remotely access Reolink NVR/Home Hub. If you need further assistance, don't hesitate to contact Support for personalized guidance.