On some WiFi and mobile carrier networks, certain Private DNS providers such as CloudFlare's 1.1.1.1 may interfere with WebRTC. For Android devices with VPN enabled, try disabling the Private DNS in the Settings > WiFi & Internet > Private DNS menu.Disable a VPN if one is enabled, since some VPNs may block WebRTC connectivity, which is used by Protect.For Android devices, go to Settings > WiFi & Internet > Data Usage > Cellular Data Usage menu, select UniFi Protect, and make sure WiFi and cellular data are not disabled in the App data usage section.For iOS devices, go to Settings > Cellular Data menu and make sure "UniFi Protect" is toggled on.Ensure that the UniFi Protect mobile app is not restricted from accessing WiFi or cellular data:.Verify that the UniFi Protect mobile app is updated to the latest version.If you can't access Protect from the mobile app: I Can't Access Protect from the Mobile App. Visit status.ui.com to see if there are any issues with Ubiquiti’s Remote Management Service currently being resolved.For more information, see UniFi Protect - Add and manage users. Confirm that you have permission to access Protect remotely.If it is enabled, try disabling it and enabling again. Confirm that Remote Access is enabled.If you can't access the Protect application remotely: I Can Access Protect Locally, but Not Remotely. If the CPU utilization is nearing 100%, try playing back fewer simultaneous video streams (i.e., fewer cameras on the live view matrix). Check your computer's CPU utilization.Ensure that you haven’t exceeded your UniFi OS Console's maximum supported camera limit.Check if there’s a conflict where the UniFi OS Console is on your local network, but on a different subnet than the client.A VPN could be preventing client devices from making a peer-to-peer connection with your UniFi OS Console.Ensure that your computer or mobile network is not limiting bandwidth:.Protect deployments with network speeds under 2.5 Mbps may see poor performance. Perform a speed test using the WiFiman app while connected to the same network as your UniFi OS Console.Check the stability of your network connection:.To identify potential reasons for slow stream loading and/or frequent buffering: My Camera Streams Load Slowly, or Buffer Frequently. They may be helpful if you need to contact our technical support team. Have multiple users, ideally with different system roles, attempt to access the Protect application.A remote network, such as a workplace or public WiFi network.A mobile carrier network via a mobile device or tethering.A local network with the same subnet as the Protect application.Connect to different client locations, such as:.Use different supported browsers, such as Chrome, Firefox, or Safari, on different computers.Use different mobile devices, ideally running different operating systems (iOS, Android).Try accessing your UniFi OS Console locally by entering its IP address in your web browser, or remotely via the UniFi Portal ( unifi.ui.com) or the Protect mobile app. To identify potential reasons for Protect connectivity issues: Recordings will be played in reduced quality, to provide a smoother playback experience, but they are still stored locally in full quality.
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