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OpenEye Knowledge Base

Relay Timeout

If your remote client is unable to establish a direct video connection for the device it is currently connected to and is using video relay through the cloud to enable remote video viewing, cloud video relay has a timeout prompt after a period of inactivity. The following connection settings are available for direct video connections.
Connect to the Cloud Client via WebRTC

OpenEye Web Services (OWS) Cloud Video Player has been updated to support WebRTC, a plugin free, real time video transmission layer that allows direct video connection from a recorder to the remote cloud client for improved security and reduced latency. WebRTC is capable of establishing a LAN connection for video transmission, depending on a user’s network configuration, but unlike LAN Smart Forwarding a local connection cannot be guaranteed in all conditions. The release of WebRTC support in the cloud-based web client represents OpenEye’s ongoing commitment to continuously improving security and performance for our users.

WebRTC Connection.png

Connect to the recorder on the same network 

LAN Smart Forwarding is a feature of OpenEye Web Services that will keep most traffic within a local network when both the client and the recorder are on the same network. When the client initiates a connection to a recorder through OWS, the external IP addresses of the client and recorder are provided to OWS. If they match, OWS will instruct the client application to connect directly to the recorder using the local IP Address. Even in a large corporate environment with multiple subnets, you can configure IP ranges to allow LAN Smart Forwarding to acknowledge that both the client and the recorder still reside on the same network.

You can enable LAN Smart Forwarding within OpenEye Web Services under Recorder Management, then select the desired recorder, and Remote Network Settings. This feature is enabled by default for new recorders added to OWS.

Configure the recorder for Direct Connect 

While most users find the performance of the previously discussed connection methods acceptable, users wishing to achieve the absolute best video streaming performance will want to consider using Direct Connect. Direct Connect allows you to specify an IP address for clients to use when connecting

to the recorder. By using an external IP address or URL, and forwarding the following ports to the recorder, you will connect directly to the recorder in all cases using your OWS credentials.

Direct Connect.png

Incoming (this port is required and needs to be opened and forwarded to the recorder)

  • TCP port 80 (used for Command Station Desktop Client, OpenEye Mobile Apps, and the Apex Web Client.

NOTE: TCP port 80 is used by default, but HTTPS via TCP port 443 can be set up for Direct Connect by entering https://<ipaddress> in IP Address or Domain field.

Once the recorder is configured you can enable Direct Connect within OpenEye Web Services under Recorder Management, Recorders, then select the desired recorder, and select Remote Network Settings. You can enter the IP address (or Domain) and the port to ensure OpenEye Web Services uses a direct connection.

Check your network and firewall settings

When connecting to the recorder through the Internet there are many hoops to jump through. Settings on your local network or firewall may be preventing a direct connection and causing you to use cloud video relay. Checking firewall settings for trusted connections may allow you to establish a direct connection. 

For additional assistance in establishing a direct video connection contact your network administrator or your service provider.


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