iOS Mobile App Not Showing Playback Clips/Alarms

[mrrobertotaylor]

My Reolink mobile app updated on my iPhone and I'm no longer able to see clips/alarms when I go into playback mode. I'm able to select the date and one of the 1 hour time frames, but it no longer shows me when there was motion detected like before. The motion/alarm clips were shown right below the date and above the 1 hour clips but they are no longer showing since the app updated. Is there a fix for this that's being worked on?

IMG_3710.png

[mrrobertotaylor]

@mr-robertotaylor_242785423831229 Can nobody help with this issue?

[Reolink Lorenz]

@mr-robertotaylor_242785423831229 Sorry for the late reply, Roberto. May I know the app version you are using now?

[kyle.woltman_56889694873]

@mr-robertotaylor_242785423831229

just got up and running and couldn’t understand that when I get a motion alert on my iPhone and then I click on that alert that it wouldn’t just take me to that event. By the sounds of this thread this seems to be broken. Why would you take this away? And can you please get it fixed right away?

[Reolink Lorenz]

@kyle-woltman_56889694873 Hello Kyle, when you tap on the push notifications, you will be directed to the live view screen. Meanwhile, the camera is recording and packing the video on the mobile app. To watch the recorded videos, you need to go to the playback screen and find the latest videos. Hope this clarifies.

[mrrobertotaylor]

@reolink-lorenz I'm using iOS version 4.28.1. Before the latest update, there was a button or toggle (don't really remember) on the bottom left hand corner of the playback screen that you could toggle and the timeline would show where motion was detected. Then you could just view those clips that had motion in them. The toggle is no longer there, and I can't find a way to view clips with motion on them.

[Reolink Lorenz]

Hello @mr-robertotaylor_242785423831229, thank you for the feedback. The footage categories option only shows when there are two or more types of footage, such as footage recorded at scheduled periods and when motion is detected, footage with a person detected and vehicle detected. If there is only one type of footage available, you will not be able to filter the footage by category. Hope this clarifies.

[mrrobertotaylor]

@reolink-lorenz This makes no sense. I don't know what "footage category" you're referring to. Before there was just a toggle that would show motion that was recorded. Do you have a link to show me what it is you're trying to explain? Thanks.

[Reolink Lorenz]

@mr-robertotaylor_242785423831229 You are referring to this toggle, right?



If there is only one type of footage, for example, footage that is recorded when the camera detects motion, the toggle will not appear as there is no need to filter the footage. If there are two or more types of footage, the toggle will appear for you to filter footage. Hope this clarifies.

[mrrobertotaylor]

@reolink-lorenz

Here’s a screenshot of my app. It just looks like one continuous alert instead of showing those little lines whenever something is detected. Ever since the last update, I can not see when my cameras detected motion or anything. I have to scrub through the entire timeline if I want to see anything.

[Reolink Lorenz]

@mr-robertotaylor_242785423831229 Hi Roberto, it seems that the motion detection is disabled on your camera/NVR. Please check out the detection settings and see if you have disabled the motion/person/vehicle detection. Let me know if you have any questions.

[mrrobertotaylor]

@mr-robertotaylor_242785423831229 Hi Roberto, it seems that the motion detection is disabled on your camera/NVR. Please check out the detection settings and see if you have disabled the motion/person/vehicle detection. Let me know if you have any questions.

Hi, ever since I purchased my system a couple of years ago, I've had the recording set to "Normal" on all 4 cameras, and I was always able to use the toggle in the Playback screen to only show when there's motion detected.

From my understanding, in the Record Schedule section, this are the 3 options available:

1. Blue (Normal: Constant recording)
2. Green (Motion: Motion detection recording only)
3. White (None: No recording)

Again, since the day I purchased the NVR system and installed it, I've had all 4 cameras set to normal (the whole schedule in blue), and when I went into the playback screen I could just flip the toggle to show when it would detect motion. That is no longer the case, and I don't just want to have my cameras set to only record when there's motion detected. This has changed in the iOS app with the latest update. Does my explanation make sense?

[Reolink Fiona]

@mr-robertotaylor_242785423831229
Hi, can you offer a screenshot of your setting? Usually, in the APP, we only have the blue color to show the recording schedule.

In the APP, you can set up a timer/alarm schedule. You can set up a timer/alarm together, which will record 24/7 and alarm recording together. This is the guide, https://support.reolink.com/hc/en-us/articles/360003592694. If your setting is different from this, you can post the screenshot to me.

[mrrobertotaylor]

@reolink-fiona Sorry for the very late reply, but for some reason the forum doesn't notify/email me when there are new replies. I still haven't been able to get this issues resolved. I'm attaching two screenshots. The first screenshot is the recording settings. All four of my cameras are setup the exact same. They are scheduled to record 24/7 on a "timer", and according to the timer description, "The camera will record videos continuously and identify motion-triggered footage during selected time frames." The second screenshot is a 24 timeline from a day we were in the backyard, and as you can see in the screenshot, there are no motion triggers identified anywhere on the timeline. Something happened during one of the updates which does not identify motion on any of my cameras anymore.

[Reolink Fiona]

@mr-robertotaylor_242785423831229
Thank you for your reply. You can check if you have set up the email notification in your profile settings.

For your question, I would like to explain this. The schedule can only be set to alarm or continuous recording. If you set it to continuous recording, it will only record the continuous recording without the alarm shown on the timeframe. If you want to get the alarm video, you may need to set up the alarm recording. Then you will see the alarm shown on the timeframe. Hope this helps.

[mrrobertotaylor]

@reolink-fiona I checked my notifications and they're set notify and email me, but I still don't get an email notification, so I have to remember to check this forum every couple of days.

As far as the issue I'm facing, if you read the description of "Timer", it specifically states, "The camera will record videos continuously AND identify motion-triggered footage during selected time frames." This is the way my cameras have been set since I purchased them 2 years ago, and it always worked correctly. It would record video 24/7, and under the blue timeline in the playback screen, it would show little lines any time motion was detected which I could then click on and it would skip to that time where the motion was detected. That was the "motion triggered footage" it references in the description. The problem I'm having is that it no longer displays the motion-triggered footage under the timeline. Does that makes sense? I don't know how many other ways I can explain it.

[Reolink Fiona]

@mrrobertotaylor Thank you for your explanation. Please give me the system information of your camera. This is the guide to find the information. https://support.reolink.com/hc/en-us/articles/360004894193-How-to-Find-out-System-Information-via-Reolink-App

[mrrobertotaylor]

@reolink-fiona Hi Fiona, please see the attached system information:

[Reolink Fiona]

@mrrobertotaylor
Thank you for your info. It seems that you have connected your camera to the NVR. For the system info of the camera under the NVR, you may need to find it on the NVR monitor. Read this article for guide, https://support.reolink.com/hc/en-us/articles/360005236253-How-to-Find-out-System-Information-via-Reolink-PoE-NVR.

Thank you for your understanding.

[mrrobertotaylor]

@reolink-fiona Hi Fiona, I apologize for providing the NVR system info instead of the camera info. To avoid any further mistakes, this is the system I purchased:

RLK8-520D4-5MP

The system came with with an 8 channel 2TB NVR and (4) RLC-520 5MP cameras. Please let me know what other information you need.

[Reolink Fiona]

@mrrobertotaylor Thank you for your info. Because there are different system info for the same model, so we may need the system info of the camera. You can find it on the NVR monitor. Read this article for a guide, https://support.reolink.com/hc/en-us/articles/360005236253-How-to-Find-out-System-Information-via-Reolink-PoE-NVR.

[mrrobertotaylor]

This post is deleted!

[christian matthews11_461172090163351]

Hello! Did you ever get this resolved? I am running into exact same issue.

[robert reed1331_133802501308619]

@christian-matthews11_461172090163351
I'm having the same issue on android. I've proven that notion push alerts are working. This means the algorithm is detecting and alerting me, so the problem must be the app or the nvr is no longer recording when it's supposed to

[user_721065332191480_721065332191480]

Hello, I am having this same exact issue with my NVR cameras. The motion event is not showing a corresponding recording on the playback section of the iOS app. Can someone help?

[Reolink Lorenz]

@user_721065332191480_721065332191480 Which app version are you using now?