There are several reasons why video clips would not be recording. 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.

Verify the network connection is strong

The video device needs a consistent internet connection that meets its bandwidth requirements.

1. Verify the video device's network is fast enough. To perform an upload speed test, see Perform an Internet speed test. For more information about bandwidth requirements, see What are the internet service and bandwidth requirements for Alarm.com video devices?. 
2. Verify the video device's current connection and Successful Supervision Attempts using the Partner Portal or MobileTech app. For more information about testing video connection, see Test video device connection using the Partner Portal or MobileTech.
   • Video device connection can also be tested by verifying if the customer is able to view live video on the Customer Website or app. If live view is unavailable for the camera, there may be an internet connectivity issue.
3. If the video device is not currently connected or shows a low Successful Supervision Attempt percentage, see Video device has intermittent network internet connectivity.

Verify that the recording rule is not paused

If a customer reaches their maximum upload limit, their recording rule automatically pauses. The customer can pause or resume recording rules using the Customer Website or app. For more information about pausing or resuming rules, see Pause or resume a video recording rule.

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?.

To view video clips filtered to Other using the Customer Website:

1. Log into the Customer Website.
2. Click Video.
3. Click Saved Video Clips.
4. Using the video device dropdown menu, select the desired video device.
5. Using the Object Detection dropdown menu, select Other. 
   
   
6. Click Search.

To view video clips filtered to Other using the Customer app:

1. Log into the Customer app.
2. Tap .
3. Tap Video.
4. Tap Saved.
5. In Show, tap to select the desired date and time.
6. In Object Detection, tap to select Other.
   
   
    
7. Tap Apply.

Verify clips can be requested

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

If the camera has live view, try manually requesting 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 recalibrated. For more information about how to reconfigure the Video Analytics rule, see Configure a Video Analytics rule.

For more information about how to calibrate a video device for Video Analytics, see Calibrate a device for Video Analytics.

Note: Only the ADC-V523, ADC-V723, and ADC-V622 can be calibrated.

If the camera does not record a clip

1. Remove and reapply 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 both inbound and outbound traffic:

• 80 (HTTP over TCP)
• 21 (FTP) 
• 123 (NTP over UDP)

Delete and recreate the recording rule 

If the camera is still unable to record, delete the recording rule and recreate it using the Customer Website.

To delete/recreate a video recording rule using the Customer Website: 

1. Log into the Customer Website. 
2. Click Video.
3. Click Recording Rules.
4. Click  for the recording rule to delete.
5. Click Yes on the Delete rule pop up window.
6. Click + Add New Rule to recreate the recording rule. 
7. 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 or remotely using the Partner Portal or MobileTech app.

To power cycle the video device remotely using the Partner Portal: 

1. Log into the Partner Portal. 
2. Find the customer account. 
3. Click Equipment. 
4. Click Video Devices. 
5. Using the Video Device dropdown menu, select the video device to power cycle. 
6. Click Reboot Device to send the command to power cycle the camera. 
7. After a few minutes, click Test Device to verify the camera is online and then test the camera's recording again. 

To power cycle the video device remotely using the MobileTech app: 

1. Log into the MobileTech app. 
2. Find the customer account. 
3. Tap Equipment. 
4. In Video Devices, tap to select the video device to power cycle. 
5. Tap Reboot Video Device to send the command to power cycle the camera. 
6. After a few minutes, tap Test Device to verify the camera is online and then test the camera's recording again.

Factory reset the video device to its default settings

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.
   
   Caution: Removing a video device from the customer account removes all recording rules for that video device. Verify all required rules are recreated after re-enrolling the video device.
    
3. Reconnect the video device to the network and re-enroll it to the account. For more information about the enrollment process, see Enroll a camera or video device to a customer account.