Cannot Play Videos in eufySecurity App Via Cellular Data on iPhone

Compatible with:

S330 eufyCam(eufyCam 3), S300 eufyCam(eufyCam 3C), eufyCam 2 Pro, eufyCam 2C Pro, eufyCam 2, eufyCam 2C, eufyCam, eufyCam Solar Panel, Video Doorbell 2K (Wired), Video Doorbell 2K (Battery-Powered), eufy Security Video Doorbell 1080p (Battery-Powered), Video Doorbell Dual 2K (Battery-Powered), Outdoor Cam Pro (Solo OutdoorCam C24), Indoor Cam 2K Pan & Tilt (Solo IndoorCam P24), Indoor Cam 2K (Solo IndoorCam C24), Indoor Cam Mini 2K, Smart Lock C210, Smart Lock C100, Smart Lock E130, Smart Lock S230, Floodlight Cam 2 Pro, Floodlight Cam 1080p, Floodlight Cam E 2K, Water and Freeze Sensor, 5-Piece Home Alarm Kit, Siren, Motion Sensor, Entry Sensor, Keypad, SoloCam E40, S220 SoloCam, SoloCam L40, SoloCam S230, S100 Wall Light Cam, Solar Wall Light Cam S120, Video Smart Lock E330, eufyCam E330 (Professional), SoloCam C210, Video Doorbell E340

If you are experiencing issues with playing videos while using cellular data on your iPhone, you are not alone. Several factors can affect this connection, including data mode/APN settings, carrier compatibility features, and router ports.

To troubleshoot this issue, you need to follow these steps:

1. Go to "Settings" on the iPhone > "Eufy Security" > "Wireless Data"

2. Go to "Settings" on the Iphone > "Cellular" >" Cellular Data Options" > "Data Mode" > Choose "Standard"

3. If your SIM card supports APN settings, please note that the connection type in the APN configuration should be set to IPv4 in order to ensure that your data connection uses IPv4. You can follow these steps to configure your settings:  

• Open the Settings app on your phone.
• Tap on "Mobile Data" or "Cellular", depending on the option displayed on your phone.
• Tap on "Mobile Data Options" or "Cellular Data Network".
• Scroll down to the "APN" section and tap on the name of your current APN.
• Scroll down to the "APN Settings" section.
• Find the "APN Protocol" option and change it from "IPv6" to "IPv4".
• Save the changes and exit the Settings app.

Please note that the specific steps may vary depending on your phone model and operating system version, and your mobile carrier may have specific requirements that you need to follow when configuring your settings.

4. If your carrier supports VoLTE， please turn off it by following steps:

On your iPhone, go to Settings > Cellular > Cellular Data Options and tap Enable LTE or Settings > Mobile Data and tap Enable LTE. If your carrier supports Voice over LTE (VoLTE), you'll see these options:

• Off: Turns off LTE
• Voice & Data: Allows voice calls and cellular-data use over LTE
• Data Only: Allows cellular-data use, but not voice calls over LTE

5. If you have enabled the firewall on your router, it is recommended that you disable it or configure specific port forwarding rules to allow access.

 To ensure smooth connectivity, you need to allow the following ports in the firewall of your router:

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.

 To open the ports on your router's firewall, you can follow these steps:

• Open your router management interface.
• Find the "Firewall" or "Security" option in the router management interface.

• Click the "Add Rule" or "New Rule" button.
• In the "Rule Name" or "Rule Description" field, enter a descriptive name such as "12306 TCP" to help you remember which ports are being opened.
• Select the "Allow" or "Open" option to permit traffic for specific ports through the firewall.
• In the "Protocol" field, select the TCP or UDP protocol.
• In the "Port Range" or "Port Interval" field, enter the port numbers you want to open, such as 12306 and 12308.
• In the "Source IP Address" or "Destination IP Address" field, enter the IP address that is allowed to access these ports. If you want to allow any IP address to access these ports, you can leave this field blank.
• Click the "Save" or "Apply" button to make the rule effective.
• Repeat the above steps to create a rule for each port you want to open. For example, for UDP ports 0-65535, you can create a rule that opens all UDP traffic.

After completing these steps, the router's firewall will begin allowing traffic for specific ports, enabling devices to communicate with other devices on the network. Note that if you choose to allow access from any IP address, this may lower the security of your network. Therefore, it is recommended to only allow specific IP addresses or networks to access these ports.