Problems with cloud archive, are usually related to subscription plan settings or the device's recording parameters. You can find more information about cloud records in our knowledge base: Cloud Archive Recording
To diagnose the issue, please follow these steps:
1. Check your subscription plan. The camera must have an active plan that includes cloud recording. No recording will take place without an active subscription. Current subscription plans are listed in your personal account.
2. Check recording settings. Go to the camera settings in your personal account or app and confirm recording is enabled and set to the correct mode: What recording modes are available for cloud storage?
- Continuous / Scheduled recording – verify days and time intervals are selected in the calendar.
- Event-based (motion) – ensure:
Motion detection is on.
Sensitivity is not at minimum.
Detection zones cover the required areas. - Delayed recording (upload) – archive is stored locally first, then uploaded to the cloud. Check both:
Local recording (scheduled or event-based) is configured on the device.
An upload schedule is set in the cloud settings.
3. Restart your equipment. If settings are correct but recording doesn't start, power cycle the camera and its router/switch (off for 15–20 seconds, then back on).
4. Check internet connection at the camera's location. Test speed and stability at: speedtest.net, speedof.me, demo.fireprobe.net. See the following article for recommended speeds.
Need Further Help?
If you have followed these recommendations and the issue remains unresolved, please contact our support team. To help us conduct a more detailed diagnosis, please provide the following information with your request:
- Ivideon account to which the camera is connected.
- Camera's name/model/MAC address/serial number.
- Which steps from this guide you have performed and at which stage difficulties arise.
The more detailed your description of the situation, the faster our specialists can analyze the data and propose a correct solution.