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Can't connect to Protect

Is anyone have a issue connecting to there UniFi Protect with Apple iPhone? I can connect with no issue on my PC anytime. I have defaulted the Protect serval time and still same issue. I'm running UI Version 1.9.1, Version 1.4.2. Any help would be appricated. Thanks,

 
IMG_0705.jpeg
 

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New Member
Posts: 34
Registered: ‎04-04-2014
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Solutions: 1

Re: Can't connect to Protect

@UBNT-Cody I'm resolving this matter. I did a revieve or my router and figured out that last month when I upgraded from a edgerotuer 8 to a edgerouter 12, I forgot to enable the DNS foward for the interface the camera reside on. I enable it tonight and it everthing staritng working. Thanks, 

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Ubiquiti Employee
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Re: Can't connect to Protect

Hi @lilbo876,

You mention you are able to connect with your PC, which I'm assuming is using Chrome on the local network?

When attempting to connect using your iPhone, does it work if you are connected to the same network via WiFi as your CloudKey?

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Ubiquiti Networks Enterprise Support Team


UniFi Protect: UniFi Protect Help Center | Frequently Asked Questions

UniFi Video 3: UniFi Video Help Center | UFV3 User Guide


New Member
Posts: 34
Registered: ‎04-04-2014
Kudos: 37
Solutions: 1

Re: Can't connect to Protect

@UBNT-Cody thanks for the reply. On my laptop I'm using chrome and it works great. Only when I use the mobile APP do I get this error rather on my wifi or LTE.  When I look at AP's there are no issue's. 

Ubiquiti Employee
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Re: Can't connect to Protect

Could you please reproduce the issue again, then send me a support file so we can review the logs of the attempt?

On iOS, can you verify that you haven't disabled data access for the application? This should only affect Mobile, but it's worth confirming.

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Ubiquiti Networks Enterprise Support Team


UniFi Protect: UniFi Protect Help Center | Frequently Asked Questions

UniFi Video 3: UniFi Video Help Center | UFV3 User Guide


New Member
Posts: 1
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Re: Can't connect to Protect

[ Edited ]

I've been experiencing similar issues with Protect.

 

Sometimes viewing Protect on iOS while not on the same network (cellular) the app is stuck in the connecting screen and will just cycle through connecting / error / connecting / error.

 

However, when switching back to the WLAN the app works fine.

 

webrtc.log

 

2019-01-09T18:45:44.220Z - info: User anemitz connected. PEER ID: 15 
{ nearIp: '2605:c900:8003:1fb0::184d',
  nearPort: 38608,
  farIp: '2605:c900:8003:1fb0::118e',
  farPort: 59871,
  isTurnClient: false,
  isTurnPeer: false,
  timeToConnect: 140 }
2019-01-09T18:45:50.548Z - info: User anemitz disconnected. PEER ID: 14 
{ errorCode: -2147090408,
  description: 'WebRTC connection interrupted from near side' }

and the webrtc detailed capture:

We have 1488 bytes of traffic
We have 24 bytes of TURN traffic
We have a 1637 bytes local certificate
We have a 0 bytes remote certificate
We have 52 events
Protocol input statistics: U: 432; s: 256; T: 176; D: 0; S: 0; A: 0
Protocol output statistics: U: 336; s: 336; T: 0; D: 0; S: 0; A: 0
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:244 - UDP MTU/SEND/RECV: 1200/78643/78643
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:158 - Versions:
EMS: EvoStream Media Server (www.evostream.com) build v2.2.2-alpha.3 - Gladiator - (built for Debian-9.2.1-aarch64 on 2018-11-12T22:07:03.000)
OpenSSL: 1.0.2p
usrsctp: v0.0.3
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:159 - stunServerAddress:                 _host: global.stun.twilio.com
                  _ip: 54.244.51.5
                _port: 3478
_stringRepresentation: 54.244.51.5:3478
               _crc32: 0x6334b903
IsValid: true
IsIPv4: true
IsIPv4Multicast: false
IsIPv6: false
IsIPv6Loopback: false
IsIPv6IPv4Mapped: false
IsIPv6UniqueLocal: false
IsIPv6LinkLocal: false
IsIPv6Teredo: false
IsIPv6Benchmarking: false
IsIPv6Orchid: false
IsIPv6To4: false
IsIPv6Documentation: false
IsIPv6GlobalUnicast: false
IsIPv6Multicast: false
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:160 - turnServerAddress:                 _host: global.turn.twilio.com
                  _ip: 54.244.51.62
                _port: 3478
_stringRepresentation: 54.244.51.62:3478
               _crc32: 0xcf50e70c
IsValid: true
IsIPv4: true
IsIPv4Multicast: false
IsIPv6: false
IsIPv6Loopback: false
IsIPv6IPv4Mapped: false
IsIPv6UniqueLocal: false
IsIPv6LinkLocal: false
IsIPv6Teredo: false
IsIPv6Benchmarking: false
IsIPv6Orchid: false
IsIPv6To4: false
IsIPv6Documentation: false
IsIPv6GlobalUnicast: false
IsIPv6Multicast: false
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:161 - turnUsername: (removed)
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:162 - turnPassword: (removed)
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:163 - udpNatTraversalOnly: 0
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1815 - Start closing the connection
54366.614 - 0.000: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1893 - End closing the connection
54366.664 - 0.050: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1340 - Network interface CRC32: 0x608bc621; name: eth0; address: [2605:c900:8003:1fb0::184d]/[ffff:ffff:ffff:ffff:ffff:ffff:ffff:ffff] metric: 0; rawFlags: 0x11043 allowed
54366.664 - 0.050: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1340 - Network interface CRC32: 0xf87af280; name: eth0; address: 10.0.0.5/255.0.0.0 metric: 0; rawFlags: 0x11043 allowed
54366.664 - 0.050: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:365 - Received SDP offer:
v=0
o=- 7998333334746360915 2 IN IP4 127.0.0.1
s=-
t=0 0
a=group:BUNDLE data
a=msid-semantic: WMS
m=application 9 DTLS/SCTP 5000
c=IN IP4 0.0.0.0
a=ice-ufrag:EbUX
a=ice-pwd:4s/6hyIRr98GtqukFfT1AuwH
a=ice-options:trickle renomination
a=fingerprint:sha-256 88:2B:87:97:A8:3F:48:45:95:B4:A2:7F:A6:EB:2A:43:99:EC:D7:CA:DD:77:5A:86:B8:7A:20:23:45:0C:96:5E
a=setup:actpass
a=mid:data
a=sctpmap:5000 webrtc-datachannel 1024
54366.664 - 0.050: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1725 - StoreUDP: STUN id:   1; fd:  86 [2605:c900:8003:1fb0::184d]:41324 -> 54.244.51.5:3478 (eth0) DTLS id: 0 ()(NATDISCOVERY)
54366.664 - 0.050: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1725 - StoreUDP: STUN id:   2; fd:  90 10.0.0.5:40168 -> 54.244.51.5:3478 (eth0) DTLS id: 0 ()(NATDISCOVERY)
54366.664 - 0.050: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1804 - StoreUDP: TURN id:   3; fd:  92 0.0.0.0:37407 -> 54.244.51.62:3478 (all_interfaces) DTLS id: 
54366.674 - 0.060: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:651 - StoreCandidate: CRC32: 0x77c6cf4f; a=candidate:3246450490 1 udp 2130706431 2605:c900:8003:1fb0::184d 41324 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
54366.674 - 0.060: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2171 - Generated SDP answer. version: 1; complete: 0; hasTurnRelay: 0; SDP:
v=0
o=- 3381457891 1 IN IP4 127.0.0.1
s=EvoStream_WebRTC
t=0 0
a=tool:ubnt_webrtc version v2.2.2-alpha.3
a=disable-sctp-checksum
a=msid-semantic: WMS
m=application 1 DTLS/SCTP 5000
c=IN IP4 0.0.0.0
a=ice-ufrag:xjlyCHXp8Wo5tbz7
a=ice-pwd:VHtncgNUp2y5QGZ0PpSRcds/
a=fingerprint:sha-256 3F:60:A3:59:D5:01:6A:61:56:51:7F:97:AA:C2:9C:15:D8:05:30:77:81:8E:9E:57:76:2A:64:7F:AE:8D:F3:2F
a=setup:active
a=mid:data
a=sctpmap:5000 webrtc-datachannel 1024
a=candidate:3246450490 1 udp 2130706431 2605:c900:8003:1fb0::184d 41324 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7

54366.714 - 0.100: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1999 - 84 bytes of TURN data received
54366.714 - 0.100: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2027 - 64 bytes of STUN data received
54366.714 - 0.100: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2050 - STUN id:   2; fd:  90 10.0.0.5:40168 -> 54.244.51.5:3478 (eth0) DTLS id: 0 ()(NATDISCOVERY) intercepted the data
54366.714 - 0.100: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:651 - StoreCandidate: CRC32: 0xa1d529d5; a=candidate:89435858 1 udp 2130693631 10.0.0.5 40168 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
54366.714 - 0.100: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:658 - StoreCandidate: CRC32: 0xa57a551b; a=candidate:976374523 1 udp 1694486015 207.183.166.224 15394 typ srflx raddr 10.0.0.5 rport 40168 generation 0 ufrag xjlyCHXp8Wo5tbz7
54366.714 - 0.100: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2171 - Generated SDP answer. version: 2; complete: 0; hasTurnRelay: 0; SDP:
v=0
o=- 3381457891 2 IN IP4 127.0.0.1
s=EvoStream_WebRTC
t=0 0
a=tool:ubnt_webrtc version v2.2.2-alpha.3
a=disable-sctp-checksum
a=msid-semantic: WMS
m=application 1 DTLS/SCTP 5000
c=IN IP4 0.0.0.0
a=ice-ufrag:xjlyCHXp8Wo5tbz7
a=ice-pwd:VHtncgNUp2y5QGZ0PpSRcds/
a=fingerprint:sha-256 3F:60:A3:59:D5:01:6A:61:56:51:7F:97:AA:C2:9C:15:D8:05:30:77:81:8E:9E:57:76:2A:64:7F:AE:8D:F3:2F
a=setup:active
a=mid:data
a=sctpmap:5000 webrtc-datachannel 1024
a=candidate:3246450490 1 udp 2130706431 2605:c900:8003:1fb0::184d 41324 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
a=candidate:89435858 1 udp 2130693631 10.0.0.5 40168 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
a=candidate:976374523 1 udp 1694486015 207.183.166.224 15394 typ srflx raddr 10.0.0.5 rport 40168 generation 0 ufrag xjlyCHXp8Wo5tbz7

54366.894 - 0.280: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1999 - 92 bytes of TURN data received
54366.894 - 0.280: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:940 - StoreCandidate: CRC32: 0x27b604db; a=candidate:2492061240 1 udp 8408063 54.244.51.62 48438 typ relay raddr 207.183.166.224 rport 9061 generation 0 ufrag xjlyCHXp8Wo5tbz7
54366.894 - 0.280: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:950 - Start creating TURN channel bindings
54366.894 - 0.280: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:950 - End creating TURN channel bindings
54366.894 - 0.280: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2171 - Generated SDP answer. version: 3; complete: 1; hasTurnRelay: 1; SDP:
v=0
o=- 3381457891 3 IN IP4 127.0.0.1
s=EvoStream_WebRTC
t=0 0
a=tool:ubnt_webrtc version v2.2.2-alpha.3
a=disable-sctp-checksum
a=msid-semantic: WMS
m=application 1 DTLS/SCTP 5000
c=IN IP4 0.0.0.0
a=ice-ufrag:xjlyCHXp8Wo5tbz7
a=ice-pwd:VHtncgNUp2y5QGZ0PpSRcds/
a=fingerprint:sha-256 3F:60:A3:59:D5:01:6A:61:56:51:7F:97:AA:C2:9C:15:D8:05:30:77:81:8E:9E:57:76:2A:64:7F:AE:8D:F3:2F
a=setup:active
a=mid:data
a=sctpmap:5000 webrtc-datachannel 1024
a=candidate:3246450490 1 udp 2130706431 2605:c900:8003:1fb0::184d 41324 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
a=candidate:89435858 1 udp 2130693631 10.0.0.5 40168 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
a=candidate:976374523 1 udp 1694486015 207.183.166.224 15394 typ srflx raddr 10.0.0.5 rport 40168 generation 0 ufrag xjlyCHXp8Wo5tbz7
a=candidate:2492061240 1 udp 8408063 54.244.51.62 48438 typ relay raddr 207.183.166.224 rport 9061 generation 0 ufrag xjlyCHXp8Wo5tbz7

54371.815 - 5.201: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2027 - 64 bytes of STUN data received
54371.815 - 5.201: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2050 - STUN id:   2; fd:  90 10.0.0.5:40168 -> 54.244.51.5:3478 (eth0) DTLS id: 0 (207.183.166.224:15394)(NATDISCOVERY) intercepted the data
54376.915 - 10.301: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2027 - 64 bytes of STUN data received
54376.915 - 10.301: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2050 - STUN id:   2; fd:  90 10.0.0.5:40168 -> 54.244.51.5:3478 (eth0) DTLS id: 0 (207.183.166.224:15394)(NATDISCOVERY) intercepted the data
54382.015 - 15.401: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2027 - 64 bytes of STUN data received
54382.015 - 15.401: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:2050 - STUN id:   2; fd:  90 10.0.0.5:40168 -> 54.244.51.5:3478 (eth0) DTLS id: 0 (207.183.166.224:15394)(NATDISCOVERY) intercepted the data
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnection.cpp:233 - WebRTCConnection::FreeInstance() called
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:134 - Starting deallocating the connection
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1815 - Start closing the connection
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1493 - RemoveUDP: STUN id:   1; fd:  86 [2605:c900:8003:1fb0::184d]:41324 -> 54.244.51.5:3478 (eth0) DTLS id: 0 ([2605:c900:8003:1fb0::184d]:41324)(NATDISCOVERY)
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1498 - Nomination not found: 1
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1525 - Remove InternalSocket: 86; _pSocketFactory: 0x20e38f8
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1555 - RemoveCandidate: CRC32: 0x77c6cf4f; a=candidate:3246450490 1 udp 2130706431 2605:c900:8003:1fb0::184d 41324 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1493 - RemoveUDP: STUN id:   2; fd:  90 10.0.0.5:40168 -> 54.244.51.5:3478 (eth0) DTLS id: 0 (207.183.166.224:15394)(NATDISCOVERY)
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1498 - Nomination not found: 2
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1525 - Remove InternalSocket: 90; _pSocketFactory: 0x20e38f8
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1555 - RemoveCandidate: CRC32: 0xa1d529d5; a=candidate:89435858 1 udp 2130693631 10.0.0.5 40168 typ host generation 0 ufrag xjlyCHXp8Wo5tbz7
54386.675 - 20.061: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1555 - RemoveCandidate: CRC32: 0xa57a551b; a=candidate:976374523 1 udp 1694486015 207.183.166.224 15394 typ srflx raddr 10.0.0.5 rport 40168 generation 0 ufrag xjlyCHXp8Wo5tbz7
54386.685 - 20.071: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1493 - RemoveUDP: TURN id:   3; fd:  92 0.0.0.0:37407 -> 54.244.51.62:3478 (all_interfaces) DTLS id: 
54386.685 - 20.071: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1498 - Nomination not found: 3
54386.685 - 20.071: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1525 - Remove InternalSocket: 92; _pSocketFactory: 0x20e38f8
54386.685 - 20.071: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1555 - RemoveCandidate: CRC32: 0x27b604db; a=candidate:2492061240 1 udp 8408063 54.244.51.62 48438 typ relay raddr 207.183.166.224 rport 9061 generation 0 ufrag xjlyCHXp8Wo5tbz7
54386.685 - 20.071: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:1893 - End closing the connection
54386.685 - 20.071: ../../../sources/ubnt_webrtc/src/webrtcconnectionimpl.cpp:141 - End deallocating the connection
Ubiquiti Employee
Posts: 1,310
Registered: ‎07-03-2014
Kudos: 1005
Solutions: 142

Re: Can't connect to Protect

There were some IPV6 > IPV4 interop issues that have been resolved in the latest 1.5 beta, if you want to sign up for the Early Access Program and install that. 1.5 is slated for GA release next week.
New Member
Posts: 34
Registered: ‎04-04-2014
Kudos: 37
Solutions: 1

Re: Can't connect to Protect

@UBNT-CodyWhat is the command for me to pull a support file? Thanks, 

New Member
Posts: 34
Registered: ‎04-04-2014
Kudos: 37
Solutions: 1

Re: Can't connect to Protect

Never mind I found the link in the Protect.
New Member
Posts: 34
Registered: ‎04-04-2014
Kudos: 37
Solutions: 1

Re: Can't connect to Protect

@UBNT-Cody I'm resolving this matter. I did a revieve or my router and figured out that last month when I upgraded from a edgerotuer 8 to a edgerouter 12, I forgot to enable the DNS foward for the interface the camera reside on. I enable it tonight and it everthing staritng working. Thanks, 

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