Why Can’t I Watch Live View When I Am Away From My eufySecurity Devices?

When users are unable to remotely access eufySecurity devices to watch live view when away from home or where the devices are configured, it is usually due to the following reasons.

Smartphone Mobile Data Access and Configuration

• Please verify your smartphone is getting a clear signal and has mobile data enabled.
• Please make sure the Low Data mode (iOS) or Data Saver mode (Android) is disabled on your smartphone.
• Please verify your smartphone is set to IPv4 (32-Bit IP address) and not IPv6 (128-Bit IP address).  If the issue persists, please reset the network settings and restart your smartphone.   
• Make sure the Low Data Mode is turned off on your SmartPhone: How to Turn Off Low Data Mode or Data Saver: iPhone & Android

Home Router Configuration 

• Please make sure your router’s firewall settings are not blocking remote access to eufySecurity devices.
• Please check your firewall setting to see if there are any special restrictions for the device. You can check the firewall setting on your router's official website. Our audio & video communication uses P2P (Peer-to-Peer) technology. In order to improve the success rate of Hole Punching, we use port prediction mechanism (will try to connect on a certain port range), which triggers the firewall mechanism of the router. Our P2P Hole Punching server IP is: 34.235.4.153 , 18.223.127.200 , 54.153.101.7  . In order not to affect your use, you can set these three servers to allowlist.
• Please make sure eufySecurity devices are not added to a blacklist or MAC filter on the router.

If you still have issues remotely accessing your eufySecurity devices, please contact us for further assistance.