Common Camera Recording Issues

Below are common issues that can cause a camera to not record.

Wi-Fi Disconnected

If your wireless video camera disconnects from the network, which can happen after changes are made to your Wi-Fi password, settings, or a hardware replacement, reconnect the device using AP or WPS mode.

Instructions for using AP or WPS mode to reconnect your camera can be found by first selecting your camera .then opening the Guide article specific to that camera.

Recording Rules

There is a maximum upload limit on video clips, and if you reach your maximum, then recording rules automatically pause.

Clip Filters

It can be helpful to verify what types of clips are being filtered if some of them are not appearing while searching. The Saved Video page filters out video clips labeled as Other automatically. Video Analytics recordings are sometimes classified as Other because the system could not identify what type of object was detected. To view clips listed as Other.

1. Tap Video, then Saved, then Filter.
2. In Show, tap on one of the pre-set date ranges or specify a date range of clips you want to see.
3. In Object Detection, check the box next to Other to enable visibility.
   
   1. Tap Apply.

   Requesting Clips

   If the camera has live view, try manually triggering a clip. If the camera records a clip after one is manually triggered, the recording rule that originally failed to record clips may need to be reconfigured.

   For Video Motion Detection Rules

   If the camera records a clip when one is manually triggered and the live view is working, then the Video Motion Detection (VMD) windows or recording rules most likely need to be adjusted.

   1. In Video Clip Recipients, click Add if the user wants to receive notifications. Select any entries in the address book to be notified, or click New to add a new address book entry, then click Close.
   2. Verify the recording rule is configured with the desired settings.
   3. Click Save Rule.

   For Video Analytics Rules

   If the camera records a clip when one is manually triggered and the live view is working, the Video Analytics recording rule may need to be reconfigured or recalibrated.

   1. Click Video.
   2. Click Recording Rules (if you’re in the app, this can be found by selecting the gear icon).
   3. Click Add New Rule.
   4. Click to select Video Analytics.
   5. Select the desired camera.
   6. Select the type of rule, either Tripwire or Ground Zone.
   7. If the camera has Video Motion Detection (VMD) rules set up, they must be deleted before adding a video analytics rule. When prompted to automatically delete them, click Ok to continue.
   8. Click Next to complete the process.

   If the Camera Does Not Record a Clip

   1. Remove and reapply power to the video device.
   2. Request another clip. If the camera still does not record a clip when manually triggering one and live view is working, then there may be a firewall setting that needs to be adjusted. If this is the case, contact your Internet Service Provider to verify the following ports are open.

   Alarm.com cameras require the following ports to be open for outbound traffic: • 80 (TCP) • 21 (TCP) • 123 (UDP) • 443 (TCP)

   Power Cycle the Video Device

   If the camera is unable to record after deleting and recreating the recording rule, power cycle the camera locally by unplugging the power and waiting for 2 minutes. Reconnect the device and test again.