PADLOCK! camera locked after viewing

Good morning,
in the company we are activating the display of all the security cameras remotely

Problem:
“I create” a new “camera”, I insert the IP, username and password, after which I see perfectly live what the camera is filming BUT if I go out of the window, I can no longer view the video and I get a padlock!
To review the content of the camera, I have to recreate a new “camera”.
I tried to open the lock in the icon at the bottom but nothing happens. We do not understand if it is our firewall problem (which passes at the beginning but then blocks) or if it is a problem with the mobotix software.

p.s. from dos the ip replies always

I hope I have explained

Thank you