FLIR Cloud™ Frequently Asked Questions
A: Mac OS X v10.8 and later has a security feature called Gatekeeper™ turned on by default. Gatekeeper allows users to install apps only from the Mac App Store, or from a list of identified developers. This means that the FLIR Cloud Client needs authorization to install.
A: This message appears on the 1.0.9 version of the FLIR Cloud™ iPhone app when the QR code is scanned before the Name field is filled in.
A: FLIR Cloud™ is an exclusive cloud-enabled service that allows for remote access to your system over the Internet without requiring any network configuration, DDNS registration, or port forwarding. Each system includes a Device ID, a unique code that allows your system to handshake with Lorex’s servers for a secure, instant connection over the Internet.
The system supports remote access using PC, Mac, Android™, and iOS, and you can connect to your system for the first time on any smartphone or tablet by simply scanning the QR code. A computer is not required for the initial setup.
Please note that an upload speed of 1Mbps or higher is required to enable video streaming over the Internet.
A: This message indicates the system is connected using relay mode. Relay mode works in the event that a hardware firewall or other security settings prevent direct peer-to-peer connection between the system and the viewing device. In relay mode, the video is sent from the system to the viewing device through the FLIR Cloud™ servers.
Because of the high bandwidth usage in relay mode, the connection will be automatically disconnected after 10 minutes of continuous use. After being disconnected, you can reconnect to the system right away.
A: Yes, your system's firmware must be upgraded to the latest version to get the best experience using the FLIR Cloud™ apps. For your convenience, when it is connected to the Internet, the system will automatically alert you if there is a firmware upgrade available. Once the firmware update is complete, check the downloads tab to update the PC or Mac Client Software or check the Google Play Store for Android™ or the App Store for iOS for mobile app updates.
NOTE: During the firmware upgrade process, do not unplug or power off the DVR or NVR. Firmware upgrades typically take between 5 and 10 minutes to complete.
A: The first thing to check is to make sure your system is connected to the Internet. Make sure the system is connected to your router using an Ethernet cable and then restart the system by turning it off and on with the power switch.
Double check that you have entered the correct Device ID, User Name, Password, and Client Port for your system.
Connection issues may also be caused by a slow connection. An upload speed of 1Mbps or higher is required to enable video streaming over the Internet. You can reduce the quality of the system's sub stream to improve the performance and reliability of the connection. The sub stream is the lower quality video stream that is used to stream video to devices over the Internet.
NOTE: Changing sub stream settings does not affect the quality of recordings saved to the system's hard drive. The quality for recordings is controlled by the main stream settings.
To change the sub stream settings:
NOTE: For LNR100 Series, click and then click Recording.
A: Up to 3 users can be connected to the system at the same time.
A: If you have forgotten the password for your system, you must call Lorex Technical Support to have the password reset. For security, there is no way to reset the password yourself. Before calling Technical Support, please ensure your system is connected to your network (connect the system to your router with an Ethernet cable and restart the system).
Last Updated: 5/14/2015