Unable to view or play back the SVR timeline

[tyler (Tyler G)]

If you are unable to stream the Stream Video Recorder’s (SVR’s) timeline from the Alarm.com website or mobile app, verify the following troubleshooting steps to resolve the behavior:

Verify that the video device is connected and recording

1. Verify that live video from the device can be viewed independently from the SVR.
2. Verify that the video device has a recording rule for the SVR that is enabled.
3. If the SVR recording rule is created but has a warning icon next to the camera name, see:

SVR Recording Schedule Not Recording

The SVR Recording Schedule Not Recording trouble condition indicates a video device is not currently recording to the Stream Video Recorder (SVR) even though an SVR recording schedule is enabled. How to resolve: Note: The camera may not be able to communicate with the SVR because of a network issue or the camera may be unplugged. Power cycle the camera by disconnecting power and reapplying it. Wait for the camera to reboot fully. Verify the video device has a wireless or Ethernet network conn…

To verify that the hard drives are recognized by the SVR:

1. Log into the Alarm.com website.
2. Click Video.
3. Click Settings.
4. Using the Video Device dropdown, select the SVR.
5. Click Drive Management.
6. Verify that the Total Storage Capacity listed is not 0 GB.

Important: If Total Storage Capacity reads 0 GB, this indicates the hard drives were not successfully provisioned to the SVR. To re-provision the hard drive to the SVR, click the Install option on the Drive Management page. If the SVR still fails to recognize the hard drives, the hard drives might need to be replaced.

Verify that the SVR and cameras are on the same LAN

The SVR and associated video devices can only communicate through the local area network (LAN). All of the devices must be able to communicate with a central router.

To determine whether the SVR and video devices are on the same network, verify that the first three octets of the camera’s and SVR’s IP addresses are the same (e.g., if the camera’s IP address is 192.168.1.15 and the SVR’s IP address is 192.168.1.20, they are on the same network).

Verify that the SVR is on the latest firmware version

The firmware version of the SVR can be found on the Alarm.com website. If the firmware version is out of date, there will be an Upgrade Firmware button to upgrade the SVR’s firmware.

To verify the SVR’s firmware version using the customer website:

1. Log into the Alarm.com website.
2. Click Video.
3. Click Settings.
4. Using the Video Device dropdown menu, select the desired SVR.
5. Click Video Device Info.
6. In Video Device Info, verify that Firmware Version matches General Release Firmware Version.

Verify the time and date of the SVR footage

By default, the SVR timeline shows the previous hour’s footage. If a recording rule was just created for the SVR, verify the video the user is trying to view was recorded after the recording rule was created.

Verify if the user is able to download the SVR footage

When viewing the SVR timeline using the Alarm.com website, it still integrates with Alarm.com to display the video on the customer website. Downloading video from an SVR will download video straight from the SVR.

• If able to download the SVR video, then there is an internet connection issue with the SVR.
• If unable to download the SVR video, the SVR itself does not contain the recording.

Verify the SVR footage plays back on different web browsers

To verify if there is a browser-specific error, try a different web browser or device than the one currently in use.

If the video can be viewed from a different web browser or device, the web browser may be out of date, the cache may need to be cleared, or the browser settings may need to be adjusted.

Note: The steps to clear a browser’s cache vary between browsers. Search the Internet for the most up-to-date steps to clear a particular browser’s cache.

Power-cycle all equipment

If still unable to play back footage after following the preceding troubleshooting steps, power down all applicable networking equipment (e.g., a modem, router, and switch) along with the SVR for a full two minutes.

Once the networking equipment is powered back on, power on the SVR.

Delete and recreate the Stream Video Recorder recording rules

Caution: Deleting an SVR recording rule will permanently delete all recorded video from that video device. This is not reversible.

To delete the Stream Video Recorder recording rule:

1. Log into the Alarm.com website.
2. Click Video.
3. Click Recording Rules.
4. Click Local Recordings.
5. Take note of the current rule configuration to mimic when recreating the rule.
6. Click Delete (Trash Can Icon).

To recreate a Stream Video Recorder recording rule:

1. Log into the Alarm.com website.
2. Click Video.
3. Click Recording Rules.
4. Click Local Recordings.
5. Click +Add New Schedule.
6. In Record from this camera, click to select the camera to record.
7. Configure the rule’s settings to match the original.
8. Click Save Rule.

Factory reset and reinstall the Stream Video Recorder

If all other troubleshooting steps are unsuccessful, delete the SVR from the account, factory reset the device, and re-enroll it to the account.