Skip to main content
Knowledge Base

Video device does not trigger recordings or upload clips

  1. Last updated
  2. Save as PDF

There are several reasons why video clips would not be triggered to record. A video device requires a strong network connection as well as the proper configuration settings to record clips and upload them to the customer account.

Important: If the device does not have a network connection (i.e., the LED is solid red and the device is testing offline), motion-based and Video Analytics recording rules will not be able to trigger and clips will not be uploaded.

Verify the video device has a consistent internet connection

The video device needs a consistent internet connection that meets its bandwidth requirements. Verify the video device's current connection by viewing its live video stream on the Alarm.com customer website or Alarm.com app. If live view is unavailable for the camera, there may be an internet connectivity issue.

  1. Verify the video device's network is fast enough by performing an upload speed test at the device's installation location and confirming the network meets bandwidth requirements.
  2. If the video device is wireless and more than 40 feet from the router, consider adding a Wi-Fi extender to the networking setup to assist with receiving a consistent internet connection.
  3. If possible, reboot the network router to see if the video device is able to automatically reconnect to the network.

Verify that the recording rule is not paused

The customer can pause or resume recording rules using the Alarm.com customer website or Alarm.com app, and recording rules are automatically paused if the account reaches its monthly clip upload limit. For more information about pausing or resuming rules, see Pause or resume a video recording rule.

Verify the account has not reached its maximum monthly upload limit

After an account's video clip upload limit is reached, the account recording rules are paused with the exception of Alarm-triggered rules and Remote Video Monitoring (RVM) rules. A pop-up appears on the Recording Rules page of the Alarm.com customer website and the Alarm.com app warning the customer that their rules are paused.

If the customer has a service package that supports Video Analytics, recording rules will automatically restart capturing clips and uploading them on the first of the following month. They can also be resumed manually after the account's service package is upgraded to include additional video clips.

Note: While recording rules are paused, customers can still edit them to ensure they do not reach their clip limit as quickly upon restart.

Deleting clips after the limit has been reached will not cause clips to restart. Customers must wait for the first of the following month or upgrade their service package.

Verify the clips are not filtered out of search results

It can be helpful to verify what types of clips are being filtered if some of them are not appearing while searching.

The Saved Video page filters out video clips labeled as Other automatically. Video Analytics recordings are sometimes classified as Other because the system could not identify what type of object was detected. For more information about how Video Analytics determines when a clip is classified as Other, see How does a Video Analytics clip get classified as Other?.

Verify clips can be requested

Note: This step does not apply when troubleshooting SkyBell Doorbell Cameras.

If the camera has live view, try manually triggering a clip. For more information about requesting a clip manually, see Manually record video clips.

If the camera records a clip

If the camera records a clip after one is manually triggered, the recording rule that should have been recording clips but is currently not may need to be reconfigured.

For Video Motion Detection rules

If the camera records a clip when one is manually triggered and the live view is working, then the Video Motion Detection (VMD) windows or recording rules most likely need to be adjusted. For more information about how to adjust VMD windows, see Configure Video Motion Detection (VMD) settings for a video device.

For Video Analytics rules

If the camera records a clip when one is manually triggered and the live view is working, the Video Analytics recording rule may need to be reconfigured or re-calibrated. For more information about how to reconfigure the Video Analytics rule, see Configure a Video Analytics rule.

Note: Only certain video cameras are calibrated for Video Analytics. For more information about compatible cameras and how to calibrate a video device, see Calibrate a device for Video Analytics.

If the camera does not record a clip
  1. Remove and re-apply power to the video device.
  2. Request another clip.

If the camera still does not record a clip when manually triggering one and live view is working, then there may be a firewall setting that needs to be adjusted. If this is the case, contact the customer's Internet Service Provider to verify the following ports are open.

Alarm.com cameras require the following ports to be open for outbound traffic:

  • 80 (TCP)
  • 21 (TCP)
  • 123 (UDP)
  • 443 (TCP)

Delete and re-create the recording rule 

If the camera is still unable to record, delete the recording rule and re-create it using the Alarm.com customer website or Alarm.com app.

To delete and re-create a video recording rule using the Alarm.com customer website:
  1. Log in to the Alarm.com customer website.
  2. Click Video.
  3. Click Recording Rules.
  4. Click Delete for the recording rule to delete.
  5. Click Yes on the Delete rule pop up window.
  6. Click + Add New Rule to re-create the recording rule.
  7. After a few minutes of saving the new rule, test the camera recording again.
To delete and re-create a video recording rule using the Alarm.com app:
  1. Log in to the Alarm.com app.
  2. Tap Video .
  3. Tap Configure.
  4. Tap Recording Rules.
  5. Tap Delete for the recording rule to delete.
  6. Tap Delete Rule.
  7. Tap Add to re-create the recording rule.
  8. After a few minutes of saving the new rule, test the camera recording again.

Power cycle the video device

If the camera is unable to record after deleting and recreating the recording rule, power cycle the camera locally by unplugging the power for at least 30 seconds.

Factory reset the video device to its default settings

Caution:

  • Factory resetting the device will require it to also be deleted from the customer account and re-enrolled.
  • Removing a video device from an account also removes all recording rules for that device. Verify all required rules are re-created after re-enrolling the device.

If the previous steps fail to resolve the behavior, resetting the video device to its factory defaults can bring the device back to a workable state.

  1. Follow the device's factory reset procedure. For more information about the video device's specific factory reset procedure, see its factory reset page in Video Devices.
  2. Remove the video device from the account.
  3. Reconnect the video device to the network and re-enroll it to the account. For more information about the enrollment process, see the camera's installation guide in Video Devices.