network unstable

Comments

13 comments

  • Support Team

    Hi, Lo,

    Good day!

    For the network problem, please check the status on the Platform Access page. It could be checked on the Menu-->Configuration-->Network-->Platform Access.

    If the status is offline, please follow the instruction to fix the IP settings: https://help.annke.com/hc/en-us/articles/360000251901

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  • MS

    This doesn't fix the problem. It is online

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  • Jonny reynolds

    Hi, I have the same issue, what solution

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  • Andy

    MSJonny reynolds

    Please directly set up your system with automatic input the IP address, Then you can change the DNS service, Please change to the DNS server to 8.8.8.8. then reboot the DVR box and re-adding in your APP. mostly it would be ok.

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  • MS

    Lost my live vision again. Wired system. How do you re-add app?

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  • Support Team

    Hi Mary,

    To re-add the system to ANNKE VISION app, please:

    1. Deleted the added system from the app

    2. Follow this instruction add the system again: https://help.annke.com/hc/en-us/articles/360000252581

    For better tech support, you can submit a request here: https://help.annke.com/hc/en-us/requests/new

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  • DF

    I am having the exact same problem as Lo.  Once outside of the wi-fi network the ANNKE DVR is attached to the app is very hit or miss.  Sometimes it works within 5 clicks.  Meaning that, outside of the wi-fi network you have your DVR hooked up to, it will take on average 5 times for the live video to load.  Playback is a bit worse.  It eventually plays back your video, but it can take awhile.  When you are using the wi-fi network your DVR is hooked up to you have very few problems.  Sometimes it may take a click or two to load, but I've never had big issues when attached to the same wi-fi network as my ANNKE DVR.  ANNKE just upgraded their app, and this issue is a whole lot worse now.  I'm about an hour away from where my cameras are, and I've been trying for the last 3.5 hours to see the live view.  I've only succeeded twice on three cameras.  Before support from ANNKE gets on here and comments I've already spoken with you guys and gals for hours on end when this was first an issue, and it was never solved.  It's just become worse with the app upgrade a few days ago.  It has nothing to do with your customers' systems.  Your app is bad.  If you fix the app I will update this comment to reflect your fix. 

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  • Support Team

    @DF

    Welcome to Annke Community.

    Recently, we released a new version for the APP Annke Vision, and it fixed some problems for the video play. Could you please update the APP to the latest one? 

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  • HIEU TRAN

    The problem I have is that remote viewing works but the video channel with sound incorporated is unstable. The sound and video available under HD reverts back to SD quality and sound is lost. Please advise as to what might be the issue.

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  • DF

    Installed the new app. Same issues.

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  • Support Team

    @HIEU TRAN

    Hi, When you logout the APP after setting HD, it goes back to SD mode, which is normal. In order to get a smooth video when the network is not good, the APP defaults to SD viewing. About the sound, please check the setting is correct or not. Thank you.

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  • Support Team

    @DF

    Hi, may I know which app are you using now? Could you please let us know more details about the problem?

    So that we could help you have a check. Thank you.

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