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Current known issues we are working on

Dropcam Customer Support (anonymous user)
posted this on April 01, 2013 11:59 AM

Current known issues we are working on (last updated May 22, 2014)

Welcome to our “known issues” forum. Our goal in this forum is to help keep our customers informed about common issues or problems we know about. We’re working on fixing these issues and will post regular updates on our progress.

Tip: You can bookmark or “subscribe” to this forum to receive updates.

 


Unable to stop notifications for "unrecognized" activity: added May 22

Some customers with a cloud video recording plan (CVR) are unable to turn off email or push notifications for the "unrecognized" activity category. We are investigating this issue. Please contact customer support if you have problems turning off these kinds of activity alerts.

 


Night Vision not activating: added April 23

Some customers report night vision suddenly stopped working properly or did not activate as expected. In some cases, power cycling the camera may resolve the problem: unplug the camera from power, wait 30 seconds, and plug it back in to power. Then wait until night time or a dark environment to see if the red IR LEDs activate properly.

Our engineers are currently investigating possible causes for this problem. If power cycling your camera does not fix night vision for your camera, please contact customer support to log a trouble ticket so we can follow up with additional information.

Update May 9: we are currently testing a possible fix for this issue and expect to have test results early next week. If you have reported this problem to our customer support team, we will follow up on your trouble ticket when we have a fix in place.

Update May 22: we implemented a fix for this problem last week and all affected cameras should have been updated. If you continue to experience any issues with night vision, please contact customer support.

 


Clips stuck on "processing": added May 9

Some customers have reported video clips stuck in the "processing" mode and not completing. We're investigating the problem so if you are experiencing this issue please contact customer support to report the problem.

Update May 22: we implemented a fix for this clip processing problem last week. If you continue to experience any problems making clips, please contact customer support.

 


Problems purchasing CVR on mobile device: added May 9

Some customers have reported difficulties purchasing a CVR subscription using their iOS or Android device. We're investigating the problem so if you are experiencing this issue please contact customer support to report the problem.

Update May 22: we implemented a fix for this mobile purchase problem last week. If you continue to experience any problems making clips, please contact customer support.

  


Activity Recognition

This new feature is a web-only Beta. We released an updated version of Activity Recognition in April. Please see our Activity Recognition Feedback forum for a list of known issues and customer feedback.

 
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