Remote access won't work

[lilyfleur]

I'm using the trial version to test out whether the remote access is any good before I buy, but I can't even set it up. I followed all steps in the "How to set up remote access" page in your support center, and my router IS set up with upnp enabled, but it still isn't working. I tried following the steps on the links provided at the bottom of the "How to set up remote access page" which was supposed to resolve the issue of not being able to find an external address, but that didn't work either. When I search for open ports using the tool suggested, it just shows all ports are closed. What do I do? I have a Technicolor TG582n router if that helps.

[Devin]

Hello lilyfleur,

I'm sorry to hear you're experiencing issues with remote access. If you click the "Internal address" listed in the remote access tab are you able to sign in to the web server? If you enter this address into a web browser on another computer or mobile device that is connected to the same network can you connect?

Some routers do not support UPnP or NAT-PMP. In this case you will need to forward a port for the web server. I've located a port forwarding guide for your specific router: http://portforward.com/english/routers/ ... tguide.htm

You basically want to use whatever port is set in the remote access tab and create a port forwarding rule for the computer running Sighthound Video. Once you have created and saved that rule, you should be able to connect to the web server using your networks external address (see whatsmyip.org) with the forwarded port number. Note that many routers will not allow you to connect to an externally facing address from within the same network, so you may need to be connected to a different network. Turning WiFi off on your smart phone is a good way to test this.

Regards,

-Devin

[melkins]

I am having the exact same problem, have been researching help for three months now and still no success. When I try and access the external address on another computer it says it cannot connect to the server. Cannot connect to the mobile app either. I have a Logitech alert 750e installed running alert commander software which is at lease 5 years old, has all the same features as Sighthound but I did not have to configure anything it did it all for me. This is so frustrating I have been looking for a replacement to Sighthound.

As far as my ports being closed, my remote access port is supposed to be 8084 and when I run the port scan utility on my mac it show the port is open.

[Devin]

Hello melkins,

I'm sorry to hear you're also having troubles with remote access. I'd be happy to investigate your logs if you could send us a bug report by going to Help > Report a Problem. Be sure to include a link to this post so we know it belongs to you.

I also have a few general questions to better understand your setup:

* Are you running any antivirus/firewall software on the computer running Sighthound?

* Do you have more than one router on the network?

* Can you connect from any computers or mobile devices that are connected to the same network as the computer running Sighthound Video by entering the Internal Address? The Internal Address can be found in the remote access tab in Sighthound Video.

Regards,

-Devin

[melkins]

anti virus is shut off, one router (apple airport extreme) my firewall is on and in settings it shows sighthound video allow incoming connections. I also tried shutting the firewall off.
cannot connect to internal address on any other device except for the device that Sighthound is installed on

[melkins]

I am also able to see my camera using Amcrest ip config tool and I have a Lorex camera and I am using their software on my phone called FLIR cloud, took all of about two seconds to get that up and running, still cannot get your mobile app to work either.

[Devin]

Hello melkins,

Thanks for the additional information. Did you end up sending a bug report? If not, please send one by going to Help > Report a Problem and include a link to this post. In the meantime, I'd recommend turning off the OSX Firewall, reboot, and then try to connect remotely.

Regards,

- Devin