OnCloud Edge Recording: Troubleshooting Guide

Applies to: OnCloud

Summary

This article provides troubleshooting tips to try when encountering issues with Edge Recording.

If the camera is not recording video:

Check the power and connectivity.
- Verify that the camera is powered on.
- Verify that the camera is connected to the network.
Check the storage.
- Verify that the SD card is installed.
- Verify that the SD card is formatted.
- Verify that the SD card has space.
Check the settings.
- Verify that the audio format is AAC.
Check the firmware.
- Update the camera firmware to the latest version.

If you have trouble playing back video:

Check the power and connectivity.
- Verify that the camera is powered on.
- Verify that the camera is connected to the network.
Check the power and connectivity.
- Verify that the SD card is installed.
Check the browser.
- Clear your browser cache.
- Update your browser to the latest version.

This is a known issue on iOS with the current release.

NOTE: This does not affect web users or Android users.

This can occur when scrubbing or when choosing a specific time using the control.

- Playback starts with the beginning of the chunk that contains the requested time.
- This can result in playback starting 10-15 seconds earlier than expected.