Snapshots not showing up on web and Android

[jfencl]

Every now and then, some of my cameras randomly show gray (in a web browser) or black (in the Android app).  The cameras are still working but the Dashboard has no image.  Also, the last snapshot time is blank as well.

[StephenB]

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@jfencl wrote:

Every now and then, some of my cameras randomly show gray (in a web browser) or black (in the Android app).  The cameras are still working but the Dashboard has no image.  Also, the last snapshot time is blank as well.

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This might be due to packet loss on the wifi link.

Do you sometimes see artifacts or video freezing in the video recordings?

[jfencl]

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@StephenB wrote:

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@jfencl wrote:

Every now and then, some of my cameras randomly show gray (in a web browser) or black (in the Android app).  The cameras are still working but the Dashboard has no image.  Also, the last snapshot time is blank as well.

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This might be due to packet loss on the wifi link.

Do you sometimes see artifacts or video freezing in the video recordings?

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No, I haven't seen that.

[jfencl]

I guess it's just me with this issue...

[Edinburgh_lad1]

I'm sorry @StephenB but nothing to do with packet loss - you yourself know that, too! This issue on android appeared all of a sudden, from memory when the 'Local' tab appeared in Feed.

To replicate: open the app, select the cog wheel, go back, select the cog wheel, go back. The tile for an individual camera or cameras goes black. You may have to do the above  several times, not just twice.

It's *very* concerning to see these things happen. I know of no other app that has so many issues. 

[StephenB]

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@Edinburgh_lad1 wrote:

I'm sorry @StephenB but nothing to do with packet loss - you yourself know that, too!

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No I don't.  The issue described can be caused by a corrupted video stream.  

I didn't say that was the only cause, I just asked a followup question to see if that was a possible cause in this specific system.  Since @jfencl isn't seeing any corrupted livestreams, then it seems safe to rule that out.

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[jfencl]

And, to be clear, it's not just Android.  It happens in my browser as well.  Any browser, any location, any PC.

[jfencl]

Certainly there has got to be fix for this.  This is the kind of junk I see on my dashboard now.  It's pretty much worthless even with the expensive subscriptions.

[ShayneS]

@jfencl 

I have escalated your case & someone from support will be reaching out to you as soon as possible.

[ShayneS]

Hi @jfencl 

Did the support team reach out since my escalation or are the calls being misaligned again? 

[jfencl]

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@ShayneS wrote:

Hi @jfencl 

Did the support team reach out since my escalation or are the calls being misaligned again? 

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I'm not sure what you mean.  Was it escalated twice?

They have called but never at a time I can take the call.  They say they will call on a certain day but don't and call on a different day.  I've replied to their emails asking for a day and time to schedule a call but they've never replied to any of them.  There is no callback number.

[ShayneS]

On April 3rd, I escalated this for you. If you can Private message me with the best call back time, time zone, date and preferred method I will have them reach out.