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Unable to view or play back the SVR timeline

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If the user cannot stream the Stream Video Recorder's (SVR's) timeline from the Alarm.com customer website or Alarm.com app, verify the following troubleshooting steps to resolve the behavior.

Verify the video device is connected and recording

  1. Verify that live video from the device can be viewed independently from the SVR. If live video is unable to be viewed, see Unable to see live video from a camera.
  2. Verify that the video device has a recording rule for the SVR that is enabled. For more information about SVR recording rules, see Associate a video device to an SVR.
  3. If the SVR recording rule is created but has a warning icon icn-warning.svg next to the camera name, see Camera Unexpectedly Not Recording.

Verify the hard drives are recognized by the SVR

  1. Log in to the Alarm.com customer website. 
  2. Click Video. 
  3. Click Settings. 
  4. Select the desired SVR.  
  5. Click General.
  6. In Storage Information, verify 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 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).

DHCP range for Alarm.com Stream Video Recorders

The ADC-SVR210, ADC-CSVR20XXP Pro Series, and ADC-CSVR21XXP Pro Series devices automatically create their own DHCP assignment range as shown in the table below. Devices that are connected downstream from the Stream Video Recorder will be automatically assigned an IP address within that network (e.g., 192.168.51.X for the ADC-CSVR2000P).

Note: The ADC-SVR100, ADC-SVR122, and ADC-CSVR126 do not create their own DHCP range for device management.

Stream Video Recorder model DHCP range
ADC-CSVR2000P 192.168.51.X

ADC-CSVR2008P, ADC-CSVR2016P

 192.168.50.X

ADC-CSVR2108P, ADC-CSVR2116P

 192.168.50.X
ADC-SVR210 192.168.50.X

Important: Alarm.com Stream Video Recorders have a fixed DHCP range. If a network router is connected upstream from the SVR (i.e., connected to the Client port on Pro Series CSVRs and the WAN port on the ADC-SVR210) and is using the same DHCP range as the SVR, it may cause inconsistent recording performance due to both devices attempting to assign conflicting IP addresses. For assistance with configuring a network router's DHCP range, refer to the customer's IT manager, internet service provider, or the router's manufacturer.

Verify that the SVR is on the latest firmware version

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

  1. Log in to the Alarm.com customer website. 
  2. Click Video. 
  3. Click Settings. 
  4. Select the desired SVR.  
  5. Click General.
  6. Click Firmware Version.
  7. If the SVR is on its latest firmware version, the page will display Device firmware is up to date and the option to upgrade the firmware will be grayed out.
     
    Customer website SVR 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 that 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 customer website, it still integrates with Alarm.com to display the video on the Alarm.com customer website. Downloading video from an SVR will download video straight from the SVR.

  • If the customer is able to download the SVR video, then there is an internet connection issue with the SVR.
  • If the customer is not able 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 the user is 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 re-create 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 in to the Alarm.com customer 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.
To re-create a Stream Video Recorder recording rule:
  1. Log in to the Alarm.com customer 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. 

For more information about factory resetting the SVR, see Factory reset an ADC-SVR100 to its default settings or Factory reset an ADC-SVR122 to its default settings or Factory reset an ADC-CSVR122 to its default settings.