If you get a 'connection failed' error when you try to access your Reolink camera remotely, you may follow the steps below to troubleshoot the issue of failing to view the cameras remotely.

Applies to: All Reolink cameras and NVRs except for 4G cameras.

Symptoms for Connecting Failed Remotely

When you are at home or on-site, you can view the camera via the Reolink App or Reolink Client on the same network. However, if you switch to another network, such as cellular data, the Reolink App or Client may display "connection failed.". This issue can cause connectivity problems and limit your ability to manage the camera.

Troubleshooting Steps for Fail to View the Cameras Remotely

1. Test the cameras with different stream modes, end-user devices, and networks.

Ensure that the remote connection issue is not affected by the device you are using, the stream mode of the camera, or the network to which the camera is connected. Check if the suggestions below can help:

  • Test the camera on other phones and computers to see if the issue is related to only a specific phone/computer.
  • Please check whether the phone/computer has opened the firewall and VPN. Make sure to disable the firewall and VPN while accessing the camera. 
  • Switch to 'Clear' or 'Fluent' stream modes: How to Change Stream Mode in Live Viewing
  • Connect the phone/computer to other Wi-Fi networks and see if the issue is only related to the cellular data/a certain Wi-Fi network.

2. Enable the UID and connect the camera by UID.

Reolink cameras require UID (Unique Identifier) to be enabled for remote access because it simplifies the process of connecting to the cameras over the internet without needing complicated network configurations like port forwarding.

Note: Once the Reolink battery-powered camera is connected to the Reolink NVR, also, other Reolink cameras connected directly to the NVR's PoE ports, the cameras can no longer be accessed individually. Please enable the UID of the NVR and add the NVR using its UID to view these cameras.

3. Make sure the router can access the internet.

Please double-check your router settings by following the steps below:

  • Temporarily turn off any anti-virus software, firewall, or VPN running on your router, as it might interfere with the connection to your Reolink cameras.
  • Please turn on all the UDP ports from 1-65535 on your router as our cameras use random UDP ports for remote connection. (If you are not sure how to check these settings, contact router support for assistance.)

4. Reboot the camera and router.

Please reboot the Reolink camera and the router to see if it helps. If the camera is connected to a Reolink NVR, please reboot the NVR. It will be better if you could reset them. How to Hard Reset Device by Pressing the Reset Button

5. Update the camera to the latest firmware.

Check and upgrade the Reolink camera to the latest firmware version. If the camera is connected to a Reolink NVR, please also upgrade the firmware for the NVR: How to Upgrade Firmware for Reolink Products

6. Connect the camera to a different network.

When a camera can only be accessed via the internal network and not externally, this typically indicates an issue with the network to which the camera is connected. We recommend connecting the camera to a different network for further testing. For Wi-Fi cameras, you can connect them to a different Wi-Fi network or a mobile hotspot. For PoE cameras, try connecting them to another router. This will help identify and resolve the connectivity issue.

7. Contact Reolink Support Team

If multiple cameras are in use and only one has issues, or if a camera stops working after some time, it’s recommended to reset the camera and reconfigure it. Follow the troubleshooting steps mentioned above. If the problem persists, please contact Support as soon as possible, providing your troubleshooting results and order invoice. This will help us quickly identify the issue with your camera and assist with any necessary after-sales service.

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