‎Unable to view Smart Alarm camera recordings | SimpliSafe Support Home
 
vistaronn's profile

Saturday, July 22nd, 2023 1:40 AM

Unable to view Smart Alarm camera recordings

I get a "Unable to stream video" error whenever I try to view recordings from my Smart Alarm camera. The camera appears to record because the preview works, but I can't view the recordings. I can view recordings from my other 5 cameras (Simplicam, doorbell, and outdoor). I think this started around the time the app updated. I've re-installed the app and also removed/re-added the camera without success. Any ideas?

Official Solution

Community Admin

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5.2K Messages

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70 Points

5 months ago

Hi @vistaronn ,

Just wanted to give an update on this investigation from a while back. Our specialists attempted to reach out and weren't able to get hold of you to troubleshoot. Of course, there have been a few app updates since you originally posted, so the issue might have already been resolved. But if you're still having trouble, please do let us know!

Captain

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5.7K Messages

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120 Points

7 months ago

@vistaronn The only things that come to mind are: 1. remove and add back the camera or 2. Call support to troubleshoot. I have 3 SA cameras and, at this time, all are working fine.

If you can, please post your outcome here.

16 Messages

7 months ago

Well, I've narrowed the problem down to the app as I can successfully view the recordings on the desktop site. The problem popped up around the time of the latest app update on my Android phone. I noticed that the app updated because the icon changed colors to the new color scheme vs. the older blue.. I had been using the camera for a while as a beta tester and it worked fine until this update. Re-installing the app and removing/re-adding the camera unfortunately don't work.

Captain

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5.7K Messages

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120 Points

@vistaronn I was in the beta too, the app has since updated and no issues, also on the Android phone (Pixel 6a and on the latest June update). One last suggestion: clear the cache, try, if no luck, force stop, shutdown phone, restart and then try again.

(edited)

Community Admin

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2.4K Messages

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10 Points

7 months ago

Hi @vistaronn, 

The "Unable to Stream Video" error message means that the app was unable to download and display streamable video. This is generally an issue on the app end, and our app team is notified of these errors and investigates them. 

I know you mentioned that you recently reinstalled the app, but I would check to make sure your app is up to date, and install any new updates on your phone. I would also try resetting the Smart Alarm camera by pressing and releasing the pinhole button on the top of the camera.

16 Messages

7 months ago

Hi @emily_s . I've tried all of that and nothing works. I am using Android 11 if that helps. Playback on my 2 Simplicams, 2 outdoor cameras, a one doorbell work fine. The Smart Alarm camera video is available on the desktop site, just not the app. Seems like an issue with the latest version of the app since it worked fine before.

Captain

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5.7K Messages

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120 Points

@vistaronn Again, my 3 SA cameras on the android version of the app are working fine but I am on a PIxel 6a, with Android 13. so Emily, possibly the app team can look at that with vistaronn on Ver.11

Community Admin

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2.4K Messages

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10 Points

@vistaronn​ Thank you for this information. I've brought this issue to our engineers - someone may be in touch to further their investigation.

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