CVR timeline missing while subscribed

[Rooben]

We have 2 cameras on a cvr plan, which has been working, until when we needed it. When I went to check the camera today, the timeline dots were gone in both browser and app versions, on multiple devices. Under profile, it shows both cameras subscribed, however via the browser, selecting the clock says “upgrade now”.

Support doesn’t know what to do, and I need the recordings from last night to provide to law enforcement.

Any ideas?

[dcfox1]

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@Rooben wrote:
Support doesn’t know what to do, and I need the recordings from last night to provide to law enforcement.

Any ideas?

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The recordings will be in your library, not the CVR timeline. It just shows where motion happened and would have been recorded to the library. As far as I know you can't download anything directly from the timeline unless something changed recently since I had it. 

[Rooben]

Motion-sensed recordings are made in the library. A CVR subscription creates a timeline that goes back the duration of the subscribed length (mine is 14 days). That timeline is missing from my interface, even though it shows as subscribed to CVR under that (and another) camera.

[ShayneS]

Hi @Rooben

Are you still experiencing an issue with your CVR features?

[Rooben]

Kind of. It appears that there is a daily sync between billing systems and the cloud system. While we were not at the end of the pay period, somehow the billing system didn’t update the cloud recording system, and it deleted all of the recordings, and forgot it was part of the cvr system. Support re-synced the systems, and were able to restore the function, but only as of that day.