No homebase or camera alarm when recording is enabled

#1

I’m having an issue with eufyCam and I can’t seem to figure it out. The problem I’m having is when recording is enabled, the homebase alarm and camera alarm will not sound. As long as recording is disabled, the alarms will sound without an issue. Push notifications work just fine.

I’ve already replaced a few cameras and even replaced the homebase and the problem persists. Is anyone else having this issue? It’s hard to believe that I can only choose one or the other but I’ve already replaced the cameras and homebase.

I’m using the eufyCam Security app on a Samsung S10+

Edit: Also just tried the app on an iPhone with the same issue. Everything works when recording is disabled. Once recording is enabled, alarms no longer go off.

#2

Sounds weird and illogical. But as i do not have a setup where my homebase and/or cam is sounding alarm, i can’t answer your question with yes or no. Sorry.

[ISSUE REPORT] @AnkerOfficial, @AnkerSupport, @AnkerTechnical, @ndalby, @TechnicallyWell
BUT what is quite similar and which is annoying me as same as your problem is annoying you:
I noticed that if i am on the LIVE STREAM and start MANUAL RECORDING, not only that sometimes the manual recording is notr beeing saved - kind of a coin flip if saving or not, AS SOON AS I MANUALLY START THE ALARM WHILE MANUALLY RECORDING —> THE RECORDING STOPS!!!

So much irritating but as you see, we could conclude that the very expensive and high-tech eufy cam is NOT POSSIBLE to record a video and sound an alarm at the same time! :thinking:

#3

Hello! @qnosjizmc Sincerely apologize for all confusion and inconvenience caused by the alarm settings. There is an Camera & HomeBase Alarm in mode settings. When this function is enabled, Camera or/and HomeBase will sound alarms when camera detects motion.

Could you please try to disable and then re-enable the Motion Detection (Slide the left menu>Go to My Devices>Associated camera>Motion Detection>Disable and then enable the Motion Detection), and then tick the Camera alarm in both Home and Away mode settings in the eufy Security App (Step: Mode (right bottom of App homepage)>Associated device>Home&Away settings>Camera name>Camera&HomeBase alarm) to observe for some time whether the alarm resumes normal?

If no, please try rebooting the HomeBase (Steps: unplug the AC power adapter>press the CYCLE button located on the left of the AC power outlet>re-plug the AC power adapter)? Please observe for some time and see whether the alarm resumes to normal or not.

If it still fails to resolve the alarm issue, please write an email to our support@eufylife.com. Our engineers will help to check your device at their back-end server. Thanks so much for your patience and valuable time!

#4

… and no single word about by issue/bug report?! :disappointed:

#5

Attempted all of these steps and still the same result. I even tried a different router entirely thinking that it may be some firewall rules on my end but it’s the same thing.

When recording is enabled, homebase or camera alarms will not go off. As soon as it’s disabled, the alarms work.

Honestly, I’m stumped at this point. Replacing the homebase, cameras, and network infrastructure all results in the same thing. I’m starting to think it’s something with the firmware.

#6

That’s an odd one too. The alarm sound should not be tied to starting/stopping video recording.

1 Like
#7

Absolutely right. Don’t know if it is a bug or the eufy engineers think this should be like it is, but @AnkerSupport @AnkerTechnical may tell us?!

#8

Can anyone else confirm that their homebase and camera alarms work when recording is enabled? I still can’t believe I’m the only one having this issue even after replacing every part of the system.