Failed to download right timestamp

[p deugd078_688949574361597]

Title already explains it a little bit,
I want to download a short clip from my nvr hard drive.
when i go in the reolink iphone app i select the right camera then go to playback and the right timestamp that start at 1:59 am to 3 am.
After clicking download i can select a maximum of 120 sec i get it down to like 10 sec from 2:56:20 to 2:56:30 it then plays exactly the short clip that i need.

After pressing download it downloads with no problems, when checking the video in my iphone album i get a clip thats 1:04 minutes from timestamp 1:59:59 onwards.
so the selected 10 secs are not downloaded at all it just starts downloading from the first minute of the selected timestamp, i tried this over and over again and get the same results every time.

Please help the 10 secs that i need are important because of theft.

[Reolink Lorenz]

@p-deugd078_688949574361597 Thank you for the feedback. You may contact support and ask for further help with the video download.

https://support.reolink.com/hc/en-us/requests/new/