AnyScene viewing

?Henry G
Q:

With a recent software update to iPhone 6 from Apple, I can no longer remotely view my cameras with AnyScene. The network is provided by T-Mobile cellular. If I try to view the cameras, the only way is if I connect to any source of WiFi. However, I can’t view by using my cellular network….. even after checking all the settings for my cellphone and the AnyScene app. It used to work….. however, it stopped. All three cameras have the latest firmware and my cellular network is fast.

Asked on 3 years ago.

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  1. Dear Henry,

    Thanks for checking with us and sorry for any inconvenience caused by this issue. For using Anyscene app to remotely view camera when you are using T-mobile cellular network, the Anyscene app will be trying to send a handshake signal to the P2P server located in US or UK. So depending on the problem you said, it seems the handshake signal sent by Anyscene app was stuck when your phone was using T-moblie cellular network. So your phone can not remotely view the camera. There are two probable cause:

    1. The P2P server was blocked by T-mobile carrier.
    2. The phone limited the network speed for Anyscene app to view camera remotely while you are using T-mobile cellular network.

    For the above probable cause, we will request our engineers to check the app and the P2P server firstly. And then we will provide a proper solution to you. Now our engineers are off duty due to now is 11PM in China, we will reply this question again after we checked this issue. Please be patience. Thank you.

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  2. Thank you very much for responding to my problem.

    Meanwhile, while you are conducting tests at your end…. Is it advisable for me to call T-Mobile and perhaps ask them to make certain changes? Your camera systems are outstanding. The quality and functionality are truly remarkable. I own three and planning to add more.

    Also, on a side note….. one of my relatives has the same phone as me. However, she doesn’t have a problem viewing the cameras on her network…. which happens to be AT&T.

    Regards,

    Henry

     

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  3. Hi Henry,

    Thanks for your kindly reply. Please don’t ask them to make certain changes firstly, because we need to test the camera for you.

    Please help to check your iPhone Settings–>Cellular–>Celluar Data is on and check the AnyScene is on under the Use cellular data for.

    If it still doesn’t work, Please provide us with your cameras’ UID number, password and your IOS version, the camera’s version to our support email support@titathink.com to test it for you, because it’s your private information and here is public place, we just want to protect your information.

    Please make sure your camera is online and you can place the camera to the area where it’s not your private. Once we checked all settings and fixed the problem, we will report the solution to you, then you should alter the camera password as soon as possible.

    Thanks for your understanding and efforts in advance.
    Merry Christmas and happy new year.
    Mary

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  4. This answer is edited.

    I am having the exact same problem! How can I fix it? My brother also has T-Mobile like me but he is able to log in. It’s just my phone that can’t. Please help

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    • @Miguel Campos: Hi Miguel,

      Thank you for checking with us. Did you check the cellular network settings of your phone? Are your brother’s T-mobile is 3G or 4G LTE? Due to we found the T-mobile carrier appears to block your Anyscene app to access the LTE network if your phone has some special settings for the cellular network, for this case, could you please check the phone settings first? Please go to phone “Settings”–>”Cellular”–>Check and adjust the Cellular Data(Must turn on) and Cellular Data Options, you can take a try to enable or disable the options related the Cellular Data Options.

      If the problem is not solved by adjusting the above options, please contact us again.

      Thank you very much.

      Best regards,
      Titathink team.

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      • @Titathink Support Team: My brother is on LTE and he can view the cameras. My phone used to view them also on LTE but ever since last week it stopped and is only viewable on the home wifi. I still get motion notifications though. I tried uninstall/reinstall. I also did a network settings reset on my phone. I also did a hard restart on the phone. I contacted T-Mobile and they said it’s not something on their end. Please help me. I’m going on vacation soon and need to have this working

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        • @Miguel Campos: Please no worry, we have started research. Finally, we find the real reason of the problem, the T-mobile no long supports IPV4 instead of IPV6, this causes the Anyscene app could not properly access the camera via T-Mobile cellular network, we take an explaination from the furom of T-mobile:

          It is not a problem with the developer, nor is it a problem with your home camera. What is happening is that T-Mobile (inline with Apple’s vision) has disabled IPv4 addressing in support of IPv6. This is actually a good thing in the long run, but unfortunately I don’t think the world is quite ready for this change yet. All of the other carriers run what is called a Dual Stack, meaning that they either issue both IPv4 and IPv6 addresses, or they will translate the public IPv4 addresses into usable IPv6 addresses your phone can understand. Unfortunately T-Mobile is ahead of the curve here and normally that wouldn’t be a problem, BUT in Apple’s last update (late April) they set iOS to only use IPv6 when available. So, since a.)T-mobile isn’t running a dual stack, and b.) Apple updated iOS to PREFER and ONLY use IPv6, ALL of your traffic is routing via IPv6 and can NOT route to an IPv4 only address. (Try to run a ping to 8.8.8.8 and it will fail when using an up-to-date iPhone on T-Mobile LTE).

           

          Essentially what is happening is that your iPhone, when connecting to LTE, will request an address from T-Mobile’s DHCP server. The address issued will be in IPv6 format, and weather they offer you an IPv4 address or not, your iPhone will not use it. T-mobile could fix it by issuing an IPv4 address instead of an IPv6 address (not feasible) or providing NAT through an IPv4 endpoint, and Apple could fix it by rolling back the IPv4 limitation from their last update. I’m doubting either of them will correct this anytime soon.

          Our app developers are trying to find out a valid way to make this case right, but this process may take time, so we request you to use another temporary solution – use a VPN service on your phone, this can assist the T-mobile to switch IPV6 to IPV4 so that the app can work properly. During this time, please note to update the app version, we may release updates once our app developpers figure out a solution for the Anyscene app. Sorry for the inconvenience.

          Best regards,
          Titathink team.

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          • @Titathink Support Team: Hopefully there is a fix/update soon! Feel handicapped not being able to view my cameras when I get a motion notification

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            • @Miguel Campos: Hi Miguel,

              Sure thing, our app programmers have already focued on this issue since we found out the problem, to temporarily solve the T-Mobile problem, you can install a VPN app to your phone and enable it when using Anyscene with T-mobile LTE network. This way can let you access the camera with no problem.

              Sorry for the inconvenience, please keep the Anyscene updated in the future.

              Best regards,
              Titathink

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              • @Titathink Support Team: How do I install vpn on iPhone? Also do these cameras work on 5G wireless or only 2.4?

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                • @Miguel Campos: Hi Miguel,

                  Thanks for your email and we are glad to serve you.

                  All our cameras work on 2.4G. Regrading how to install VPN on your iPhone, please search VPN on app store on your phone, then you will find many VPNs, please download one to your phone. Then you will get it.

                  Any further we can do, please let us know.
                  Have a nice day
                  Mary

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          • @Titathink Support Team: The only way to solve this problem is for your Team to update your software to be compatible with IPv6.
            IPv4 is old….. everything is going with IPv6…. you guys are lagging behind…. you need to stay ahead instead of telling users to get VPN.

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            • @Henry: Hello Henry,

              Thanks for your message and your recommendation.

              We are updating the app now, but it will take some time. Hope you can understand.

              Thanks for your message again
              Have a nice day
              Mary

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