Solving Yale Cloud Storage and Recording Issues
Yale security cameras provide peace of mind by recording important events and storing them securely in the cloud. However, when you encounter issues with this service—such as videos not uploading, an inability to access footage, or subscription errors—it can be frustrating and concerning. This guide will help you troubleshoot and resolve the most common problems related to Yale cloud storage.
These issues typically fall into one of three categories: subscription status, network connectivity, or camera settings. By systematically checking each one, we can identify and fix the root cause.
Common Symptoms of Cloud Storage Problems
You might be facing a cloud storage issue if you notice any of the following:
- Missing Recordings: Motion events are happening, but no new video clips are appearing in your app's timeline or library.
- Upload Failed Notifications: You receive errors indicating that a video clip could not be uploaded to the cloud.
- Playback Errors: You can see a thumbnail for a recording, but it won't play or gives you an error when you try to view it.
- Subscription Warnings: The app indicates your subscription has expired or there's a payment issue, even if you believe it should be active.
- Gaps in History: Your video timeline is missing chunks of time where you expected recordings to be.
Step-by-Step Troubleshooting for Yale Cloud
Let's work through the potential solutions, starting with the most common and easiest to fix.
1. Verify Your Subscription Status
The first thing to check is that your cloud storage plan is active and correctly associated with your account.
- Open the Yale View app (or the relevant app for your product).
- Navigate to the Account or Settings section.
- Find the area that manages your Subscriptions or Cloud Storage Plan.
- Confirm the Status: Check that the subscription is listed as 'Active' and that the renewal date is in the future.
- Check Storage Limit: Some plans have a storage limit (e.g., a 30-day history). Ensure you haven't reached a limit that would prevent new uploads, though most systems use a rolling history where the oldest footage is deleted to make space for the new.
2. Check Camera and Network Connectivity
For a camera to upload video, it must have a stable and continuous connection to the internet.
- Is the Camera Online? Check the camera's status in the app. If it says 'Offline', it cannot upload anything. You'll need to troubleshoot the camera's power and Wi-Fi connection first.
- Wi-Fi Signal Strength: A weak Wi-Fi signal can cause uploads to fail. Check the signal strength in the camera's device settings. If it's poor, try moving the camera closer to your Wi-Fi router.
- Reboot Your Hardware: A simple reboot can solve many connectivity issues.
- Camera: Unplug your Yale camera from power, wait 60 seconds, then plug it back in.
- Router: Unplug your internet router from power, wait 60 seconds, then plug it back in. Wait for it to fully restart before checking the camera again.
3. Review Camera Settings
Incorrect settings can prevent the camera from knowing when to record and upload.
- Motion Detection: Go to your camera's settings in the app and find the 'Motion Detection' menu.
- Ensure motion detection is turned on.
- Check the sensitivity level. If it's too low, it might not be picking up the events you want to record.
- Review your Activity Zones. If you have configured zones, make sure you haven't accidentally excluded the area where motion is occurring.
- Recording Schedule: Some cameras have a scheduling feature. Ensure you haven't set a schedule that tells the camera not to record during certain times.
4. Update the Yale App
An outdated version of the app can sometimes have bugs or compatibility issues.
- Go to the Google Play Store (for Android) or the Apple App Store (for iOS).
- Search for the Yale View app.
- If an 'Update' button is available, tap it to install the latest version. After updating, restart the app and check if your issue is resolved.
5. Contacting Yale Support
If you have verified that your subscription is active, your camera is online with a strong connection, and your settings are correct, but videos are still not being saved, it's time to contact Yale's customer support. There may be a server-side issue or a more complex problem with your account or device that they can investigate directly. Provide them with the details of the problem and the troubleshooting steps you've already taken.