I had an incident and tried to provide recorded information I requested backup on one camera from16:12:00 until 16:16:00.
I received two clips 16:12:00 til 16:12:36 and 16:15:13 til 16:16:29
The clips are labeled as Cam03_20180127161200_971221113 and Cam03_20180127161513_971239473
Can anyone tell me what happened or if I can find the missing video? My incident occurred during that time period.
What Heath is explaining is, your recorder is set to record in Motion only, this means only motion recording shall be available. It is only available if an item/person triggers the Motion rules; if your rules are not set properly to your environment the recorder will not save these events as a motion event and ignore them. This is why you do not have the footage you seek. The default rules for Motion are not always the correct ones especially if the environment is in low light conditions or there are obstructions and or too far in the distance where it is not affecting enough pixels to consider it a motion event.
My suggestion is to have enough capacity for your footage for both 24hr recordings and Motion Recording along with adjusting the motion rules to be suit your location (this may take a few days to adjust as low light (night mode) needs to be considered when these adjustments are made. If you have purchased the equipment with us we can go over the system and assist you on this matter. You can call us at 866 573-8878 option 3 or open a chat here LIVE CHAT
Jose Malave - IT Director| Toll Free: 866-573-8878 | E-mail: firstname.lastname@example.org