Upset client need to fix asap:NVR4116E

[upperfi]

Hello. Hopefully someone could help point me in the right direction. I called customer service today and they wanted to remote into my clients NVR but were unable to because amcrest's network was down on there end unfortunately and they are gone for the night... Long story short. A client of mine has two NVR4116E installed at two separate locations. We are unable to access the NVR's remotely with the app or desktop. I have tried p2p and direct IP... sometimes it works most of the time it does not. When connecting via IOS app I get three types of errors ( Failed to connect, Login timed out, or device not supported. ) It seems to be at random. The equipment is behind a unifi gateway and switch. I have tried connecting the nvr directly to the modem and getting the same issues. The old amcrest dvr in place is not having any issues its only the 4116E.