Cannot view Onboard Recording (SD card) video with Smart View
Use the following steps to resolve being unable to view onboard recorded (i.e., SD card) video.
Verify the micro SD card inserted into the device is supported
Alarm.com video cameras using Onboard Recording with Smart View require a high-quality microSD card designed for surveillance:
Verify live video playback
To verify live video using the Alarm.com app:
- Verify that the video device has power.
- Log in to the Alarm.com app.
- Tap Video.
- Tap
on the desired video device. - If the video device fails to connect, see Unable to see live video from a camera.
To verify live video using the Alarm.com customer website:
- Verify that the video device has power.
- Log in to the Alarm.com customer website.
- Click Video.
- If the video device fails to connect, see Unable to see live video from a camera.
Verify Wi-Fi signal strength
Video devices typically require a minimum of 66% Normalized Wi-Fi Signal Strength. For more information about the Wi-Fi signal strength requirements for Alarm.com video devices, see What are the internet service and bandwidth requirements for Alarm.com video devices?.
Partner Portal
- Log into the Partner Portal.
- Find the customer account.
- Click Equipment.
- Click Video Devices.
- Verify the correct video device is selected in the Video Device dropdown menu.
- In Normalized Wireless Signal Strength, click
.
Partner MobileTech app
- Log into the Partner MobileTech app.
- Find the customer account.
- Tap Equipment.
- In Video Devices, tap to select the video device to view.
- In Normalized Wireless Signal Strength, click .
Alarm.com customer website
- Log in to the Alarm.com customer website.
- Click Video.
- Click Settings.
- Select the desired video device.
- Click the Wi-Fi signal strength card.
Note: The online status and Wi-Fi signal strength cards automatically display the date and time of the most recent check-in. - Click Request Signal Strength.
Alarm.com app
- Log into the Alarm.com app.
- Tap
. - Tap
. - Tap to select the desired video device.
- Tap the Wi-Fi signal strength card.
Note: The online status and Wi-Fi signal strength cards automatically display the date and time of the most recent check-in. - Tap Request Signal Strength.
During installation
A camera's Wi-Fi signal strength can be tested through the Alarm.com app during the installation process. To use this feature, a customer will need one of the following compatible Alarm.com cameras:
- ADC-V515
- ADC-V516
- ADC-V523/523X
- ADC-V723/723X
- ADC-V724/724X
- ADC-V730
- ADC-VDB750
- ADC-VDB770
- ADC-VDB775
How to request a video device's Wi-Fi signal strength during installation:
- Log into the Alarm.com app.
- Tap
. - Tap .
- Tap Add Device.
- Tap the specific device or enter the MAC address to start the installation wizard.
- Enter a name for the device.
- Tap Next.
- In Configure Device, tap Next after the device is installed.
- Tap Request Signal Strength to request an updated Wi-Fi signal strength.
- Tap Next to continue and configure the camera as desired.
Delete and re-create the Onboard Recording schedule
To delete the rule:
Note: Deleting the rule will not delete recorded footage as long as the camera stays on the same account and the SD card is not moved to a different camera in between recreating the schedule.
- Log in to the Alarm.com customer website.
- Click Video.
- Click Recording Rules.
- Click Local Recordings.
- Click
on the desired device. - Click Delete Schedule to confirm.
To recreate the rule:
- Log in to the Alarm.com customer website.
- Click Video.
- Click Recording Rules.
- Click Local Recordings.
- Click + Add New Schedule.
- Click Onboard.
- Using the Select a camera to record from dropdown menu, select the desired device.
- Configure the rule. For more information, see Onboard recording with Smart View for video devices.
- Click Save.
Power cycle the device
- Remove power from the video device.
- Reconnect the video device to power. Wait for the device's LED to return to solid green.
- Verify live video playback.
Remove and reinsert the SD card
- Locate the SD card slot and remove the SD card.
- Reinsert the SD card by pressing the card into the slot until it clicks into place. For more information about the location of each SD card slot on compatible cameras, see Onboard Recording with Smart View for video devices.
- Wait at least 5 minutes for Onboard Recording to restart.
- Verify live video playback.
Reformat the SD card
Caution: Reformatting the SD card deletes all existing data and information from the card.
- Delete the Onboard recording schedule.
- Remove the SD card from the video device's SD card slot.
- Reformat the SD card by inserting the SD card into an SD card reader connected to a PC.
- Reinsert the SD card by pressing the card into the slot until it clicks into place.
- Recreate the Onboard recording schedule.
- Verify live video playback.