All Reolink Wire-free cameras.
When users are attempting to access their battery-powered cameras remotely, sometimes the connection will fail.
If you get this issue, the required information is going as followed before you contact the Support Team.
1. Confirm if you are unable to access the camera under external wifis or data or both connection.
Besides, make sure whether it is caused by the devices you are using.
2. Find the firmware of your camera, referring to the picture:
And send the screenshot to the Support team, they will help you to get the latest firmware.
3. Go to the Network Diagnosis page under About > System Status when you are using the 4G connection or external wifi connection.
Then screenshot it and send it to the Support team.
Note: the pictures are the example for external WiFi connection.
4. Find you UID information, referring to:https://support.reolink.com/hc/en-us/articles/115004039093-Find-UID-of-Reolink-Products
Then send it back to the Support Team.