I have a issue with the last 2.0 UI update pushed early Jan 2020.
Two apps (remote camera DVR and Ubiquiti remote network controller) will not connect over the Verizon 4G LTE network. They get stalled during loading as if some protocol is blocked. They did connect before the update.
A connection over Wifi works. So it is not the app.
Thanks in advance for looking into this.
We are concerned to hear that you are having issues with your device after the resernt update. We understand the importaance of getting this issue corrected, and we will be glad to help! To confirm, have you tried to restart your device to see if the issue continues? Also, have you tried to connect a differnt phone to see if they have the same issue?DavidR_VZW
Restarted phone and reinstalled apps, same problem. No connect via cell data only via wifi. The apps establish a peer to peer connection which appears to be blocked after the phone software update.
I have the same issue with the Galaxy S10+. Times out when attempting to connect to my Unifi controller. I can turn my work phone (iPhone 8 Verizon network) into a hotspot and connect my Galaxy S10+ and it will connect. I've been in touch with Unifi engineers and have found nothing wrong with the Unifi setup. I added the app to my wife's Galaxy S9 Verizon network and it connects.
David, please see my reply below. I need a way to resolve this issue. I've tried deleting and re-adding apps. The Unifi/Ubiquiti engineer had me remove the controller and add back. I have nothing else to try. Please assist. Thanks
It seems to be a Verizon problem when they update the software to the phone. Probally blocking a port. I also have a open titcket with Ubiquiti. No issue connecting via wifi just cell data. I also contacted Verizon directley via phone and the support tech could only say reinstall the app.
What changes did Verizon do to the last software update? Were any ports blocked?
This is not the only app I have with direct peer to peer connection that has failed to connect.
I agree. It appears to be an issue with Verizon. I've had a ticket open with Ubiquiti and they have found nothing to resolve this issue. We need a Verizon engineer to assist.
Got this information from Ubiquiti regarding ports
https://help.ubnt.com/hc/en-us/articles/218506997-UniFi-Ports-Used
Verizon can this be elevated to tech support to see if the latest phone software update changed anything.
Thanks
I am sorry for the hassle this has caused. I would sufgest also clearing the chace and data of each appli ation affected as this can remain even after uninstalling an app. Please navigate to Settings> Apps> Choose the affected apps> Storage>Clear cache and Clear Data. YaleK_VZW
@vzw_customer_support Maybe you didn't read the previous comments. I already did what you suggested. Plus I stated I have an open ticket with a Unifi / Ubiquiti engineer and they have found no issues.
It's NOT the app. It works when connected to Wi-Fi, same phone and same app, but not when connected to the Verizon 4G network on Galaxy S10s. Please escalate.
Thank you!
We want to make sure we provide you with the correct information, you mentioned that this application works using the mobile network on your wife's phone. We do not support third party applications we will recommend contacting the app developer again to review alternate options.
PamD_VZW
The app worked on the Verizon mobile cell network before they pushed a upgrade to the Samsung S10e phone. It does not now. I have two apps that this happened to. They still both work via wifi connection. The issue is with the Verizon software update.
I understand this is important for you, andy55. We can certainly look into this further to see what is causing this problem. Please confirm that data for the app is enabled using the steps listed on this link. http://spr.ly/660219ngY Also, please reset the device settings and then test the applications. http://spr.ly/660319ngl Keep us posted on your progress.
GersonG_VZW
Confirmed that data is enable for both apps that will not connect. Tested and both apps failed to connect. Tried the second suggestion by resetting system settings. Tested and same result, both apps failed to connect.
Thanks!
Thank you for confirming, jeffwman. We understand your concern for a factory reset, but the setup is usually quick if you have your information backed up. Do you use a Cloud service?
DavidC_VZW
Yes, this app works on her Galaxy S9 and I tested on an iPhone 8 too. But it does not work on the Galaxy S10. It is not the APP. Notice both of use who are asking for assistance are using S10s. Also,
I noticed that my VPN no longer works on the Verizon network since changing to the S10+. If I connect via WIFI it works as expected and normally the only time I would use my VPN client app. So, whatever is blocking my VPN is probably blocking my "third party" UniFi app. Again, I'm not asking for assistance for a "third party" app. I'm asking for assistance for a Verizon network / Galaxy S10 issue.
Thanks!
Thank you for trying the steps we provided previously. As a last resort, we'd recommend a factory reset. Please know this will remove any personal information from the phone. here's a link to help you walk through the factory reset when you're ready. https://www.verizonwireless.com/support/knowledge-base-222932/
StevenM_VZW
I appreciate the initiative and information given in attempt to resolve this issue. Factory resetting my phone is not an option due to the time and headache required to re-setup the phone. The phone is new - bought in December. Andy55 states his S10 worked prior to an update (not sure of which update). So, I think if I factory reset my phone it would be for naught.
Is there a way to view logs on the phone to see what is blocking?
Thanks
Also, Andy55 and I both stated these apps work on the same phone over wifi. To me, this appears to be a security change/setting active on S10s when on the Verizon 4G network that blocks a port and/or protocol.
Thanks
Our only goal is to assist you as much as possible, jeffwman. Our troubleshooting options are very limited when it comes to third-party applications not created by Verizon. If uninstalling and reinstalling the third-application does not resolve your concerns, only the application developer will have the tools and resources to assist you further. Please reach out to the application developer for assistance.
AntonioC_VZW
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