iOS 1.1 and Security Spy 4.1.2 - connection errors

laparrilla
laparrilla
edited March 2017 in SecuritySpy
After updating to the latest versions of both the iOS app and SecuritySpy, I have several sites that no longer connect (3/4 do not reliably connect). Each time, I'm presented with an error message that connection was not possible or red X's on the screens. I've already tried uninstalling the iOS app and deleting and adding the servers. All servers work fine via web access. Any ideas on where to go next? All locations are now running 10.12.4 as well.

Comments

  • Ben
    Ben
    edited March 2017
    Hi - we've just updated the iOS app to version 1.1.1 - please update via the App Store on your devices.

    After installing 1.1.1, please delete and re-add the affected server(s) to the app.

    Does this resolve the connection issues?
  • Manolo24
    Manolo24
    After updating to the latest versions of SecuritySpy the server do not work fine via web access
  • Ben
    Ben
    Hi @Manolo24 in that case, you are experiencing a different issue - probably a setup issue. So that we can investigate, please email us a screenshot of your Web preferences in SecuritySpy, and we'll help you resolve this directly.

    To capture a screenshot, press command-shift-4 and select the area you want to capture. A file called "Screen shot" will appear on your desktop.
  • calvin4000
    calvin4000
    Hi
    I also updated to the IOS 1.1.1 and the server 4.1.2
    Weird behavior in IOS, after deleting and re-adding my server
    I can see all my cameras in my list... timestamps are updating, as long as I don't try to look at any camera full screen on my iPhone... if I do that, I get a camera with a red cross in the middle of the screen and timestamps do not move anymore.... any idea ?
  • calvin4000
    calvin4000
    Actually, same behaviour on my iPad....
  • anothersphere
    anothersphere
    I had the same issue.

    Reverted the Server to 4.1.1 and both the securityspy iOS app AND Remote Patrol started to work again.
  • calvin4000
    calvin4000
    Interresting, thanks for the info.... :)
  • Ben
    Ben
    Hi @calvin4000 if you are seeing the list of cameras and they are updating properly, then this isn't a connection issue. It sounds like an issue with the actual video streaming, which should start when you tap an individual camera to view it. If you go to the settings (there's a Settings link at the top-left of the servers page in the app, or go to Settings -> SecuritySpy on the device), and turn off H.264 streaming, does this resolve the issue?
  • calvin4000
    calvin4000
    Actually, when I'm connected on my wifi at home, it works...
    As soon as I switch off the wifi and use 3G/4G instead, it doesn't work in full screen anymore.... But It is always fine in list mode..
    It is like a routing glitch but only on full screen... And when I'm not connected on my private wifi..
  • mvincenti
    mvincenti
    Yes, I've noticed the same thing. I made sure that all devices are up-to-date. Signing in again allowed me to see the videos again on some devices. Deleting the server and adding it again seemed to fix the problem on other devices. However, when I view an individual camera, the video seems fine for a few seconds and then the "camera with the X" appears for a few seconds. Then the connection is made again successfully. But streaming video is extremely unstable.
    No configuration changes were made in the webserver setup or the video camera setup.
    And I agree, this only seems to affect remote connections. Local connections seem stable.
  • Ben
    Ben
    Hi @mvincenti - what's your server version? SecuritySpy 4.1.2 should start the streams much more quickly than 4.1.1, so if you haven't upgraded yet, then this will hopefully fix this particular problem.

    @calvin4000 - did you try turning off H.264 streaming? If you turn it off, the app uses JPEG streaming instead. It would be useful to know if one works for you but not the other, so please try this both ways and report back.
  • calvin4000
    calvin4000
    edited March 2017
    Actually, I tried both, H.264 on one camera and jpeg on another one, same problem.... It works on my private wifi and stop working as soon as I switch off the wifi on my iPhone and use mobile data connection...
  • Ben
    Ben
    Hi Calvin, I'm not sure we're talking about the same setting so I just want to clarify: on your iOS device, tap on the Settings app (the one with the gear icon), then scroll down until you see the SecuritySpy option and tap on that. Here you will see a setting called "Live H.264 Video", with the options "On", "WAN Only", and "Off".

    Is this the setting that you have tried?
  • calvin4000
    calvin4000
    edited March 2017
    Damn it, wrong settings, sorry, I changed the camera settings before...

    I now changed my ios settings instead... SecuritySpy, Live H.264 Video on OFF instead of WAN Only and it works in both case,local or remote....
  • calvin4000
    calvin4000
    You nailed it... But Why?
  • Ben
    Ben
    OK at least we know what it is now!

    The best way to debug this would be if you can allow us temporary access to this particular camera, so that we can test the H.264 streaming from here. If this is OK with you, please set up a temporary web server account in SecuritySpy to allow us access, and email us the server URL, port number and login details.
  • calvin4000
    calvin4000
    Ok, I will do it asap... :)

    btw, it was working before with my Dahua HD cams, something must have changed in the last releases....
  • Ben
    Ben
    Thanks, that will be very helpful.

    H.264 streaming to the iOS app is new with the latest update – previously it was all JPEG streaming. H.264 has the advantage of lower bandwidth, for much better performance when streaming over the Internet. Hopefully it's just a simple problem that's preventing it from working in your case.
  • calvin4000
    calvin4000
    Ok, great, thanks for the tip, I did not notice it was new.....
  • acedout
    acedout
    The problem for me is server related. The server is failing to connect my local ONVIF camera. Reverting to 4.1.1 solves the problem. The latest 4.1.3b3 beta causes the same issue a 4.1.2.
  • xmx
    xmx
    Ugh. I'm now on the list of people having problems with MacOS 4.1.2 and iOS 1.1.1.

    It was all working fine the other day on both LAN and externally through VPN.

    Now, it's very buggy connecting and can't get a stable connection to the LAN server running on 8001 from either being on the LAN or VPN.

    I've restarted both the mobile device, and the iMac running the server. I've restarted the apps on both. I've deleted and re-added the server in the iOS app (many times).

    I give up. :-/
  • xmx
    xmx
    edited April 2017
    Just in case the additional info helps, I AM able to connect to the server through Safari on my device when on VPN, and I AM now able to get into the iOS app but only when on LAN, although I need to restart app and/or delete and re-add the server (and credentials) to get it to work. The iOS app through VPN won't connect. If you're lucky and the credentials get through (rare), the cameras are all grey with "no camera" icons, and all communication (like sending a PTZ command) is not received by the server. Frustrating.

    @Ben, would you prefer these issues be presented here in the forum, and/or via email (support ticket)? Thx.
  • Ben
    Ben
    Hi @xmx your issue seems a bit different from others', especially because you are using a VPN. Please email all relevant details to support@bensoftware.com and we'll look into this for you. Please supply the address(es) and ports you are entering into the app, and exactly what error messages you are getting. Thanks.

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