Unable to view live video while connected to a VPN
Use the following troubleshooting steps to resolve situations where the user cannot stream live video while they are connected to a virtual private network (VPN) such as AT&T's ActiveArmor or Apple's Private Relay feature.
VPN connections
Live video attempts to connect through the VPN interface if it is enabled. Users connected to restrictive VPNs are, in some cases, unable to view live streams or the live stream gets stuck loading at 70%.
Verify the VPN is preventing the connection
To verify that the VPN is preventing the live stream connection, turn off the VPN and test the live stream again. If the live stream cannot connect while the VPN is off, see Unable to see live video from a camera for additional troubleshooting.
To resolve:
- For video devices being recorded using an SVR, streaming the live SVR footage should still work while the user is connected to a VPN. For more information, see View continuously recorded video using Smart View.
- Turn off/disable the device's VPN.
Private Relay
Private Relay allows all browsing activities in Safari to be routed through relay points that are blind to originating IP address or destination sites.
Verify Private Relay is preventing the connection
To verify that Private Relay is affected the live stream connection, turn off Private Relay and test the live stream again. If the live stream cannot connect while Private Relay is off, see Unable to see live video from a camera for additional troubleshooting.
To resolve:
- Turn off Private Relay. For more information about Private Relay and its configuration options, refer to its documentation at Apple Support.