If you're able to access the DVR using the app when you're connected to the local network but not while abroad, this indicates a firewall on your router is blocking your connection.
You can resolve this by opening the ports used by the DVR, which are ports 80, 5000, and 5001.
Additionally, the DHCP setting on the router needs to be enabled, the firewall on the router needs to be closed.
If your router was provided by your internet service provider, we recommend contacting them and having them make this change. If you purchased your own router, you can usually find a guide by searching the manufacturer and model number of the router with the words "port forwarding" in the search engine of your choice.
If you need help making these adjustments, please let me know the manufacturer and model number of the router, and I can look up the guide and provide instructions for you.
If your device is DVR / POE NVR / Wireless NVR system, you can follow up the guide below to set up the network:
On the Network page, ensure that the "Obtain an IP Address Automatically" option is enabled, and that there is no information in the Username or Password fields, then select Test.
If you get an "OK" message, please try connecting to the app.
Please let us know if you have any further questions:
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