The error shows on the app and instead of seeing the camera’s live video, you’ll see a message that says “Unreachable”. The message appears randomly, and everything appears to be normal on the server config, licenses active, recording, etc.
Even more, the cameras can be viewed when accessed locally, they just show unreachable when trying them remotely.
As we said, the error message may show up as “Unreachable”, or “Offline”. While in both cases you can’t see anything, the technical reason why the images disappear may differ.
Offline error – this means that the DW system is not able to communicate with the DW Cloud and cannot access the system. This may be due to the Server being unresponsive, randomly stopping, or by an internet interruption in the location.
Unreachable error – this means that the System is online and operating but the Client (via phone app) can’t access the service for unknown reasons.
How to fix DW Unreachable issue
Before you go through a more advanced fix, quickly try the following suggestions:
- Check the internet connection. Ensure the internet is working fine on the location and on your phone as well.
- Reboot the system and try again once it’s back online.
- Update the operating system and the drivers.
- Make sure the DW software is updated to the latest firmware.
- Update the phone app
Firewall or Network Configuration
Usually, the system doesn’t require any additional configurations to make it properly work (other than a reliable internet connection), but sometimes local networks may be configured in such a way that blocks the connection from going through.
A common one is the Firewall. For example, a company may block the outgoing and incoming connections that are specifically permitted and this may affect the camera system. In this case, the DW system may fail to connect and thus it shows unreachable in the app.
While DW Cloud does not require extra configuration to work in a general networking environment, other than Internet access, sometimes a required service can become blocked by an enterprise/local network firewall.
The solution is to white-list the DW services in the Firewall settings. The exact procedure depends on the router that you have deployed, but the logic is pretty simple. Just go to the Firewall settings, and exclude the system’s IP address.
For DW Cloud Portal and Cloud Database (TCP Ports: 80, 443):
For Relay – (TCP Ports: 80, 443; UDP Port: 3345)
New York (backup)
Los Angeles, CA
Сhicago, IL (backup)
To conclude, the presence of a firewall or SonicWall can interfere with this P2P communication. This is why some network configurations may be required when using an Internet connection from behind a security wall.
Some job sites, especially sensitive facilities, may have a strict policy about incoming and outgoing traffic. The devices are required to stay on the enterprise network only and will utilize approved SSL certificates to access the network.
DW IPVMS uses self-signed certificates which may cause a conflict with the other certificates recognized by the enterprise network. In this scenario, the system becomes inaccessible from the outside of the network. When users try to hit the camera, they’ll get an “unreachable” error message.
In some other cases, the self-signed certificates may have expired or are not established properly which may prevent the HTTPS connections from going through.
To fix this problem, you can delete the old self-signed certificates and restart the DW server. This allows the system to generate a new certificate that is valid. Then try again to see if the cameras show up.
Alternatively, you may ask the enterprise network IT management to adjust the settings and let the cameras’ communication go through. This article from DW has all the instructions on how to install an SSL certificate.
Usually, the unreachable error message is caused by issues related to Firewall settings, self-signed certificates, internet connection, or outdated software.
Try the tips listed above and see if the issue is solved. If the error continues, call DW for further technical support.