Published
Live video works, but recordings are missing
A live image does not prove that recordings are being saved. Identify whether the problem affects every camera or just one, and whether a specific period or all recordings are missing. Note when you discovered the issue, any displayed message, and recent changes such as added equipment or a power interruption. This gives the technician a useful starting point.
Check the time and search filters
Footage may be stored under a different timestamp than expected. Review device date, time zone, selected channel and filters for continuous or event recording. With an authorized account, try a recent clip and an older one. If only the phone app is affected, tell the technician whether playback works at the recorder or through the local management software.
Review visible storage and connection status
Check disk or storage messages in the system interface and the camera connection status. Axis guidance recommends reviewing connectivity, recording settings and storage when recording gaps appear. Menu names and procedures vary by model; use the manual for your equipment. Do not format storage when existing footage is needed.
Avoid destructive changes before diagnosis
Do not start with factory resets, file deletion or disk formatting: these can remove settings or footage you need. Do not open the recorder or alter electrical connections yourself. Keep screenshots of error messages and the model number. Ask an authorized administrator to export important footage where possible, and keep administrator passwords out of group messages.
When should you request service?
Arrange an assessment for persistent recording loss, repeated alerts or multiple disconnected channels. Send City Technology your Dammam or Eastern Province site location, camera count, recorder model and fault description without passwords. We can discuss diagnosis, repairs or a maintenance scope that includes recording and playback checks and documented findings.