Erratic Recording

[Disgusted_User]

Hello,

I'm extremely frustrated and am hoping someone can help.

I installed these cameras because of an issue with a BAD NEIGHBOR, but it seems like every time I need to pull up a video to see what happened, there's a problem with recording.

The last straw was today, a side of my house was vandalized. It should have been perfectly picked up by the camera - but come to find out the camera hasn't been recording anything for over FOUR hours. Nothing. So I have no idea who did what.

There have been no changes to the settings or the wifi, and batteries are good. So I went out and jumped up and down in front of the camera - no recording.

When I encounter this, I pop the batteries and reset the camera. I'm just getting really aggravated by this.

Also, it is not unusual to pull up the library and find gaps of hours - and even days - in the recordings.

Customer service has been friendly, but unhelpful with the "Have you tried restarting ..." party-line. The idea of spending a boatload of money on cameras was for documentation and safeguard my property - not playing games.

Does anyone have any suggestions?

THANK YOU !!!!

[manfredz]

could be many reasons up to and including problen cam or base station.

A couple are easy to eliminate;

Do a speedtest of your internet connection to rule out bad internet.

then bring cam into same room as base station and cause movement in front of it to see how that works.

Have you tried various sensetivity settings?

[Disgusted_User]

Thanks for the reply !

The internet is good; a few months ago they changed everything from the pole to the modem and installed a new modem (cuz I thought that could be a problem and made enough waves).

It always works fine after I reset it ... until it stops working. I just don't know when that is until I need to see something. Like the mailman won't be happy because I will have to tell them that when the neighbor's dog went after him, the camera was offline. 

Yes, I have adjusted the sensitivity, and it is set to record. I set it by testing it at different times of the day, as well as using my dog to trip it - but when the camera's stop working, there's no change in the settings or sensitivity. They just ....stop recording. Today, I took it down and moved it all around and it didn't record anything.

I have Nexia cameras up, at opposing views, and there's no problem with the internet to them.

[jguerdat]

A couple of thoughts:

1) When you determine that the cameras aren't recording, what are the LEDs on the base showing?  Any amber LEDs are a problem as are any that are off of the power, Internet and camera LEDs.

2)  It may be a good idea to reset the base by removing all devices in Settings, My Devices and start fresh. Note your settings and modes/rules/schedule before you do this to aid rebuilding. Verify that all firmware is up to date by comparing yours to what's posted in the Release Notes section here.

[Disgusted_User]

Hello!

The lights on the base are normal - and always are normal.

The red lights on the camera face come on like normal.

I can look at the live feed and it's accurate- it just does not record, even when I'm jumping in front of it. It's like it's switched the recording to 'off' or something. But it will start recording again hours or days later.

I have reset the base several times, and removed and re-added the cameras as well. Generally, when I do that I will mix them up, so they are not where they used to be and change the batteries (may as well, since I have them down ..)

The cameras match the firmware, but the base (VMB3010r2) is 1.8.8.0_11528.

How do I update this?

THANKS !!!!

[Disgusted_User]

The BASE is that firmware version.

When I go down and click "about" at the bottom, the version listed is 2.4.1.958_17106 and released 05/18/2017

Does that make a difference?

[jguerdat]

The last is the app version. Open a case with support using the Contact Support link at the bottom here.