Smart hub problem

[Dyingboy85]

I want to ask why smarthub often can't load my videos, so I can't restart smarthub by myself or change the connection port?

[ShayneS]

Thank you for the feedback. Can you provide more details regarding the symptom you are experiencing and the troubleshooting steps you have performed? 

[Dyingboy85]

Firstly, I tried to restart the smart hub, but after that it still cannot load the video.

Then, I tried to refresh the new ports, and also cannot load the video.

These two methods I tried many times, but it cannot solve the problem.

 

 

[jguerdat]

It appears you mean you can't load videos when away from home, using port forwarding. Is that true?

AN issue can be that rebooting the hub and/or router ends up assigning a different IP address from the router. To make this seamless, go to the router's settings and assign a dedicated IP address to the hub. That way when you set up port forwarding the address never changes.

[Dyingboy85]

I have already tried this method, but the problem is still happened.

[jguerdat]

Do the videos load when at home, on your own WiFi?

[Dyingboy85]

When I use wifi at home, I still cannot load the video.

[jguerdat]

My guess is that removing the hub (and all its cameras) from your account and adding everything back as if new should fix this. Not fun but...

[StephenB]

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@Dyingboy85 wrote:

Firstly, I tried to restart the smart hub, but after that it still cannot load the video.

Then, I tried to refresh the new ports, and also cannot load the video.

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Just in case you aren't aware of this limitation... There are no thumbnails with local storage until after you actually download the video recording to your phone.   

So if you are equating "load the video" with "seeing the thumbnail", then make sure you try manually downloading the recording.

[Dyingboy85]

I have already download the video manually since I use smart hub, but it doesn’t work. Mostly, the smart hub is just like human, it seems have working hour every day, it can be downloaded the video start of the day, that means from 00:00. Then, mostly after 09:00a.m., the smart hub will not work, it cannot download the video from 09:01a.m. to 23:59p.m., and then start the new day, the video can be downloaded. Everyday is the same, so strange.

[ShayneS]

@Dyingboy85 

"Do the videos load when at home, on your own WiFi?"

[Dyingboy85]

From 00:00 to 09:00, I can load the video at home by wifi, but from 09:01 to 23:59, I cannot load any video