Troubleshoot 24/7 Onboard recording issues with my video cameras

Before proceeding, check that your recording schedule is not set to record only during specific times or that the video device was not rebooted. Recording gaps happen when there was loss of power to the camera or if the video device was rebooted. The following steps will not recover any previous footage, but should help prevent further gaps from happening.

Reformatting the SD card permanently removes all existing stored footage. If any footage needs to be saved, download it prior to reformatting the SD card.

Confirm that you have the latest version of the TELUS SmartHome app downloaded on your device.

Please allow up to 5 minutes after creating an Onboard recording schedule for footage to be recorded to the card before it is available to be viewed.

Delete the recording rule and recreate it.

To delete the recording rule:

Deleting the rule will not delete recorded footage as long as the camera stays on the same account and the SD card is not moved to a different camera in between recreating the schedule.

To recreate the recording rule:

To change or swap out the micro SD card for the same camera, delete the recording rule and remove the micro SD card from the camera. Follow the steps to

install and set up the new micro SD card

.

To resolve a card reformatting issue:

This trouble condition is triggered when the SD card is removed from a video device with an Onboard recording rule. To resolve an "SD card removed" issue: