Can’t see cameras in 4k from ipad air 2

[Chantal2020]

I’m not able to view my cameras in 4k from my ipad air 2. Everything is updated…cameras, hubs, ipad and although I can see them in 4k from my iphone, I can’t view them in 4k through the ipad. I have a different account set up on my ipad so it doesn’t log me out from my iphone everytime i view from the ipad, and yes it’s connected to the same network as my hubs/cameras and i have granted administrative rights to the account. What am i doing wrong? Has this happened to anyone and if do how did you resolve this? Thank you!

[StephenB]

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@Chantal2020 wrote:
I’m not able to view my cameras in 4k from my ipad air 2. Everything is updated…cameras, hubs, ipad and although I can see them in 4k from my iphone, I can’t view them in 4k through the ipad. I have a different account set up on my ipad so it doesn’t log me out from my iphone everytime i view from the ipad, and yes it’s connected to the same network as my hubs/cameras and i have granted administrative rights to the account. What am i doing wrong? Has this happened to anyone and if do how did you resolve this? Thank you!

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I believe that's a limitation of that iPad model - it doesn't support the HEVC codec needed for 4K playback. 

[Chantal2020]

I can see it in 4k with my account on the ipad, just not with any other accounts i have granted administrative rights to.

[StephenB]

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@Chantal2020 wrote:
I can see it in 4k with my account on the ipad, just not with any other accounts i have granted administrative rights to.

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This is with the ipad air 2?  Or a different model ipad?

Either way, if you are livestreaming 4K in the friend accounts, try instead to see if you can see 4K in the recording library.

[Chantal2020]

Yes air 2

And yes the library recordings are also in 4K however the only thing that doesn’t show 4K is a live view from the 2nd account with administrative rights.

[StephenB]

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@Chantal2020 wrote:
the library recordings are also in 4K however the only thing that doesn’t show 4K is a live view from the 2nd account with administrative rights.

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Then it's clearly not an issue with the iPad supporting the codec.

It must be a restriction in the friend account access to livestreaming.  Are you seeing this in another device (supporting 4K of course) using the same friend account?