why do the registration last 8 seconds?

[user_756627276955783_756627276955783]

hi, our team have bought a Reolink TrackMix LTE that we've been using for months now but we have one issue that we can't resolve. We setted up the registration time up to 30 seconds after the movement but the camera just don't save 30 but almost always 8. We don't know why, i was wondering if you can solve this.

[joseph_1979]

@user_756627276955783_756627276955783 If you are referring to the cloud, then yes it is 8sec if recording is in clear mode. You may store the video on the micro SD.

See https://support.reolink.com/hc/en-us/articles/360007808214-Can-I-Adjust-the-Length-of-the-Cloud-Recordings/

[ML_812798949916887]

@joseph_1979

as i mentioned before, there is an issue with the cloud thing but no one at Reolink to look at, which i sent report before but no response.

I set cam to fluent mode on cloud but still recoding 8 secs clip.

However, it is clearly stated in the Q&A that in fluent mode, it supports cloud recording of 16-24 seconds.

https://support.reolink.com/hc/en-us/articles/360007808214-Can-I-Adjust-the-Length-of-the-Cloud-Recordings

[ML_812798949916887]

@user_756627276955783_756627276955783

you may send a support email to reolink to address this issue, it happens to me as well.

or post your issue here:

https://community.reolink.com/topic/12231/new-reolink-app-v4-45-released

it should support 16-24 secs cloud video recording according to below when you set resolution to fluent.

https://support.reolink.com/hc/en-us/articles/360007808214-Can-I-Adjust-the-Length-of-the-Cloud-Recordings

[joseph_1979]

@ml_812798949916887

Yes we are in line on what it is stated in their doc. I expect the units to be in full compliance with their statements. Try to address it to senior support. I don't think they read all of our messages here.

[joseph_1979]

@ml_812798949916887 That's what the documentation states and they should comply with all the statements they make. In fluent he should get between 16 and 24s and if he is not getting this duration then he should take it up with their senior support.

[joseph_1979]

@ml_812798949916887 Best option is to email support as I don't think that they read all or any of our comments. Whenever I emailed support I always get a reply.

[ML_812798949916887]

@joseph_1979

Hi mate, are you able to send a support ticket to reolink regards the cloud not recording more the 8 secs?

I've sent them two support emails below but unfortunately, there is no response.

Initial request sent 4/6/24, another follow up one sent 6/6/24 as per screenshot below

[joseph_1979]

@ml_812798949916887 Normally when I sent an email to support I get a reply within 48 hours. There was no instance where I had not been answered. Email them again on support(@)reolink(.)com..

[ML_812798949916887]

@joseph_1979

Cheers, third email sent to support @ reolink.com to see if they will respond to me.

This time I sent my email with concerns via webchat form as well.

Re-checked junk box, nothing.

[ML_812798949916887]

@joseph_1979

hi mate, third email sent 6 days ago but no response, any PM to whom i can try?

I tried support webchat too, no response.