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Connecting to Google Remote from outside of the network

Is anyone experiencing problems connecting from Google Remote for outside of the home network? I am unable to get a connection from a remote location. 

8 replies

    • DonB
    • 7 yrs ago
    • Reported - view

    Seem like I am unable to connect to my Ring Doorbell and Stick Up Cam. This maybe a deal breaker for me if I can't get it resolved soon. Also connecting to Plex is super slow.

    • eero Community Manager
    • Jeff_C
    • 7 yrs ago
    • Official response
    • Reported - view

    Hi  DonB

    Thanks for reaching out and sorry to hear the issue you are encountering.

    If you haven't yet, you may need to use port forwarding to get this done. The following article provides more information under If Chrome Remote Desktop isn't working:

    https://support.google.com/chrome/answer/1649523?hl=en

    As for the issues with your Ring Doorbell, Stick Up Cam, and Plex, I would suggest reaching out to our support team. We haven't heard of any known issues with these products on eero.

    If you'd like, you can send in an email to support@eero.com and someone will get back to you in the morning. You can also give us a call tomorrow at 1-877-659-2347. You can find more information on our hours here. They'll also be able to help with the other issue if the article provided doesn't resolve the issue.

    Thanks again for reaching out, Don. We look forward to getting this resolved for you.

    • DonB
    • 7 yrs ago
    • Reported - view

    Jeff C.  I have reached out to support yesterday and without resolution. Seems like Plex has resolve it self and currently working correctly. My prior home network was a current Airport Extreme and older Airport Extreme as extender, which I did not have to set up port forwarding. Today I am going to reset the Ring devices to see if this resolves the issue. I am suspecting that it will not since Google Remote is not working. So far I have reset the network and restarted most device connected to the network. I have starting to wonder if the unit is defective. Seems like the eero is blocking traffic from leaving my home network. I have spent a lot of time trying to resolve this and will soon need to look for another solution. 

    • eero Community Manager
    • Jeff_C
    • 7 yrs ago
    • Reported - view

    Thanks for getting back,  DonB .

    A member of our support team will be following up with some next steps. I'm happy to hear the Plex issue is resolved and we look forward to getting everything squared away for your shortly.

    Thanks for your patience and understanding.

    • DonB
    • 7 yrs ago
    • Reported - view

    Jeff C. do you think it maybe a faulty eero device? If so, I can have the units exchanged today.

    • eero Community Manager
    • Jeff_C
    • 7 yrs ago
    • Reported - view

    DonB I'd be unable to determine that at this time. Our tech support team will be able to further investigate the issue, and help pinpoint what may be going wrong. A member of our team will be following up shortly. I do appreciate your patience through this matter, and we look forward to getting this all resolved. Thanks again.

    • DonB
    • 7 yrs ago
    • Reported - view

    Jeff C. I think I may have figure out the issue. I bought the eero about the same time Apple updated iOS. I created a hotspot on my iPhone and connected my laptop. I was able to access both my Ring devices and Chrome Remote access. I believe that iOS has a bug or Ring and Google Remote need to update their software. 

    • DonB
    • 7 yrs ago
    • Reported - view

    This is what I got from Ring:

    After corresponding with our development team I have determined that we do have issues with the T-Mobile phone iOS 10.2 LTE. This is due to our app needing to be updated to work with ipv6 developer.apple.com/news/?id=05042. We are currently working toward a solution to this and will be pushing out updates soon.

    We apologize for the frustration of this matter and are working diligently to rectify this matter. If you have any additional inquiries feel free to get in contact with me so that I can further assist. In the meantime have a wonderful day!

    Best,

    Ring Community Support

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  • 7 yrs agoLast active
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