04-15-2019 11:15 AM
We started upgrading a mix of Unifi NVRs and custom build NVRs (ubuntu 16.04) to 3.10.2. The upgrade was successful but cloud access stops working. Everything looks normal but it fails to connect via the app or from Video.ui.com. The good news is that the 10 NVRs that we've upgraded so far went smoothly. We still got more to go but want to get this resolved before upgrading the rest of our NVRs.
We've tried disconnecting it from cloud and re-enabling it but still can't connect. Local access is working just fine. We don't see anything obvious in the cloud logs. Was anything changed in the way the NVR communicates for cloud access to work? We filter all outbound traffic so if something changed in this build we need to know about it so we can make adjustments to our firewall.
04-15-2019 04:04 PM
04-15-2019 04:34 PM
04-16-2019 01:46 PM
It seems to be a bit more stable now on 3.10.2, like mentioned above, timeouts.
Let's cover our bases - try clearing cache (just cache) and restarting the service, first.
04-16-2019 02:03 PM
We did do that. Right now we are experiencing a more serious issue with the NVR. We couldn't login to it and was getting 400 errors. Restarting the service helped but now it shows last recording 3 hours ago and we're not able to access any recordings. Thumbnail for the recordnings show the spinning circle.
04-16-2019 04:50 PM
04-17-2019 01:23 AM
Since I have the same issue, maybe I can send you a log as well.
Just point me out where or what log you need and I'll provide it to you.
04-17-2019 05:44 AM
04-17-2019 06:33 AM
We are seeing the same problem as well. I can access the NVR via our local IP address, but not from the cloud server. We are also running 3.10.2. Already tried restarting the service as well as removing and readding my UniFi cloud account to the NVR. The only thing that seemed to kind of work was restarting the physical server itself (service is running on an HP Windows Server 2008 R2). The cloud account worked fine after rebooting the entire server, but only for a day, and now we have the same problem: can't access from the cloud but can access it from LAN.
04-17-2019 10:12 AM
I'm curious if you guys that are having the same problem if you are filtering outbound traffic from your NVRs? I suspect some of the port ranges for cloud access has changed. I'll probably do some packet captures today to see if this is the case.
04-17-2019 10:14 AM - edited 04-17-2019 10:41 AM
I've starting using the UniFi video system for the past year and have never had to filter outbound traffic or open any ports.
Quick note: The cloud access works fine on my Android device at this time, but not on the browser. I'm going to try to clear the cache on my browser to see if that makes a difference.
EDIT: Now cloud access is intermittent on my Android phone...ugh!
04-17-2019 02:57 PM
@evenq - I assume your downloading over cloud? Or is this via IP as well?
Also, it's odd that the current cloud log I have from you is so short - have you ever "deleted" (trashcan icon) the cloud log in the web ui?
If you can even get just the current cloud log from webUI, could you send that my way?
@ctkomaha I would ask for the same information. Can you share your support file with me by link to a file share in a DM?
@viktorgregar I've sent you a DM, I believe I know what might be happening on your installation.
04-17-2019 03:01 PM
From direct IP, there's a more serious issue going on with that NVR right now. I'm repairing the DB right now to see if I can get the support file and logs to downloaded.
04-17-2019 03:42 PM
@UBNT-claw Repairing DB did not help. All recording thumbnails show black and I'm not able to download logs from web-ui. I SSH'd in to the box to grab all the logs. I've uploaded to the link I've provided. We really need some help now as we need to retrive some footage.