Remote access to your cameras or doors stopped working? It’s usually your IP address
For property managers, owners and IT staff who view cameras or manage doors from off site. Applies to any brand.
The quick answer
If your system works on site but not from your phone or office, the most common cause is a dynamic IP address. Most internet plans give your building an address that changes from time to time. When it changes, the app or software is still looking for the old address, so it can’t connect. The long-term fixes are a static IP from your internet provider, a paid DDNS service, or the manufacturer’s cloud connection. We can set any of these up for you.
We’ll do it for you
Tell us the system brand, your internet provider and when it stopped working. We can often fix it remotely if someone on site can help.
Before you start
Works with: Any brand
Who it’s for: Property managers, building operators and front desk staff
Last updated: October 19, 2026
Signs it’s an IP address problem
- It works on the building’s Wi-Fi or network, but not on mobile data or from another location.
- Remote access worked for weeks or months, then suddenly stopped.
- It stopped after a power or internet outage, or after your internet provider replaced or reset the modem.
- Everyone off site lost access at the same time.
Why it happens
Dynamic IP address
Most internet plans give your building a public address that can change. Remote access set up to the old address stops working.
Free DDNS expired
Free dynamic DNS services often need you to confirm the account regularly, and the address stops updating if you don’t.
Modem or router replaced
A new or reset modem or router loses the settings that let remote connections reach your system.
Shared IP from the provider
Some cellular, satellite and fibre plans share one public address between many customers (called CGNAT). Direct remote access can’t work on these without a cloud service or a different plan.
What can be done
| Option | How it works | Best for |
|---|---|---|
| Static IP address | Your internet provider gives the building an address that never changes. Usually an add-on to a business plan. | The most reliable option |
| Paid DDNS service | Gives your system a name that follows your changing address. Paid plans don’t expire the way free ones do. | When a static IP isn’t available |
| Manufacturer cloud | The system connects through the maker’s cloud service, such as Hik-Connect, Uniview EZCloud or Avigilon Cloud Services, so your address doesn’t matter. | Systems that support it |
| Secure VPN | Only authorised devices can reach the system over an encrypted connection. | Multi-site and higher-security setups |
A note on security
Remote access done badly can expose your cameras and doors to the internet. Never leave default passwords on recorders or controllers, keep firmware up to date, and don’t open more access than you need. We set it up with strong passwords and the most secure option your system and internet plan support, so we don’t publish router or port forwarding steps.
What our technicians do
- Find out why remote access stopped: an IP change, expired DDNS, a modem swap or a shared IP.
- Recommend and set up a static IP, paid DDNS or cloud connection, and test it on mobile data.
- Work with your internet provider if a plan change is needed.
- Set up secure VPNs for single and multi-site systems.
- Secure the connection: passwords, firmware and only the access you need.
If it didn’t work
It’s down on site too
It’s not a remote access problem. Check the power and see UPS beeping, system down.
Only one person can’t connect
It’s usually their app login or permissions. See the help guides for your system.
It worked after the fix, then stopped again
Your DDNS or IP address may have changed again. Call us.
From our technicians
When a client calls to say the app stopped working, the building’s IP address has very often changed. A static IP or a paid DDNS service fixes it for good, and we set it up securely so your cameras and doors aren’t left open to the internet.
Get remote access working again
Tell us the system, your internet provider and when it stopped. We’ll find the cause and fix it securely.
Stuck with a system nobody will fix?
We repair and take over cameras, access control, intercoms and alarms installed by other companies, when your current provider has fallen short.
Questions
Do I need a static IP?
Not always. A static IP is the most reliable, but a paid DDNS service or the maker’s cloud connection also works on many systems.
What is DDNS?
Dynamic DNS gives your system a name that automatically follows your building’s changing IP address, so the app can still find it.
Why did it work before?
Your building’s IP address probably changed, a free DDNS account expired, or the modem was replaced or reset.
Is it safe to view cameras remotely?
Yes, when it’s set up properly: strong passwords, current firmware and only the access you need.
Can you fix it remotely?
Often, yes, if someone on site can help. Otherwise we book a visit.
Does a static IP cost extra?
Usually, yes. It’s an option on your internet plan, so ask your provider. We’ll help you sort it out with them.
More answers: Security camera questionsGlossary: NVRvideo analytics
Get remote access working again
Tell us the system brand, your internet provider and when it stopped working. We’ll follow up to sort it out.
Call and a real person answers, 24/7 for emergencies.