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Missing or No Recordings

Symptoms: Detected events don't appear in the cloud/app timeline, or there are gaps in the recording history with no corresponding clip.

Event recording occurs whenever the camera detects motion. The camera will continue to record as long as there is movement within the detection range. Once a clip is captured, it's queued for upload to the cloud over Wi-Fi/HaLow. If the connection is live at that moment, the clip uploads shortly after the event and appears in the app timeline almost immediately. If the camera is offline when the event occurs, the clip is instead saved locally to the SD card (if one is installed) and queued for upload once connectivity is restored.

Likely Causes:

  • Camera lost connectivity at the time of the event, so the clip couldn't be uploaded (see Section 8)
  • No SD card installed, so there's no local fallback storage during an outage
  • SD card is unformatted or may be faulty
  • The clip exceeded the 7 days cloud storage quota.
  • Event correctly detected but motion mask prevented it from saving

Steps to Resolve:

  1. Reboot your home router, access point and cameras. Rebooting your devices often ensures a more stable connection. 
  2. Insert a compatible SD card into the camera. This gives the camera local fallback storage if connectivity drops during a detection event. The clip is saved to the SD card instead of being lost, rather than relying solely on an upload at the moment of the event.
  3. Once the network connection is restored, the camera automatically uploads queued clips from the SD card in descending order from newest recording first, then progressively older clips so the most recent activity is available in the app as soon as possible.
  4. Check that the SD card is properly formatted. You can format the SD card from the HaLowLink app via the camera settings menu.
  5. Any clips older than 7 days from the event time are automatically deleted from the cloud. You can save a copy of the recordings at any time to your phone's storage via the HaLowLink app.
  6. Cross-check the gap in recordings against connectivity history <Section 8 article link here>. If the offline periods line up with the missing clips, this confirms connectivity as the cause. We recommend adding an SD card to avoid missing future events.
  7. <Upcoming app update> Check the recording schedule in the Mode section to ensure that your cameras are set to record at the time of the missing events. Reducing the sensitivity level to zero will disable detection.
  8. If the timezone on your phone & app are different, the event you're looking for may not appear in the timeline. Sync your phone's timezone with the HaLowLink app.

Still having issues?

If an SD card is installed, formatted correctly, and not full, but events are still missing during a period the camera was confirmed online, escalate as a possible recording/firmware fault.