What should I do if I encounter issues while playing back videos from an SD card?

Introduction

MERCUSYS cameras support two recording storage options: local storage and cloud storage. Local storage uses a micro SD card to save video clips. This article highlights common issues that may occur when viewing playback stored on a micro SD card and provides corresponding troubleshooting steps.

 

Troubleshooting

Scenario 1: No recording

Step 1. Please format the micro SD card before using it. Ensure the SD card is in good condition.

Step 2. Ensure the Local Recording function is enabled via MERCUSYS app > Live view page > Device Settings > Storage & Recording > Local Recording.

Step 3. Check if you have set the correct Recording Schedule. If you choose Detection Recording, ensure the Detection settings are correct.

 

Step 4. If you only see today’s recordings on the SD card and not earlier ones, you may not have selected the correct date in the MERCUSYS app. On the camera’s Live View screen, tap Playback & Download, select the SD Card tab, and choose the date you want, then drag the timeline to view that day’s recordings.

 

Scenario 2: Unable to watch playback video/Show network is unstable when viewing

Step 1. Ensure the MERCUSYS app is up to date in the App Store or Google Play.

Step 2. Update the firmware of the camera.

Step 3. Check if you can watch the live stream normally. If not, please check the camera's network connection.

Step 4. Check whether any other users/clients are watching the playback simultaneously, as it can only be viewed on one client at a time.

Step 5. If no other users/clients are simultaneously viewing the playback, it is recommended to save the required video to your computer first, then reformat the SD card to see if the issue persists.

 

Scenario 3: Playback video is not continuous and has some missing parts

Step 1. Check if the Recording Schedule is continuous via MERCUSYS app > Live view page > Device Settings > Storage & Recording > Recording Schedule.

Note: Battery-powered cameras do not support continuous recording.

Step 2. Check whether any reboot schedule is enabled via MERCUSYS app > Live view page > Device Settings > Reboot Camera.

Step 3. Check whether a power outage occurred at the time of the issue.

Step 4. If the SD card's read/write speed is not up to standard, it may result in missing recordings. Check whether the SD card is on the recommended list, and if not, consider replacing it with a compatible one.

 

Scenario 4: Unable to download playback videos

Step 1. Make sure your phone and camera are connected to the same Wi-Fi.

Step 2. Ensure VPN is disabled on the phone and router.

Step 3. Turn off Advanced settings on the router, such as Access Control, AP Isolation, etc.

Step 4. Testing with a different phone.

Step 5. Try separating 2.4G and 5G Wi-Fi on the router, then connect both the mobile phone and the camera to the same 2.4G Wi-Fi and check again.

 

Scenario 5: Incorrect timestamp on playback video

Step 1. Make sure the camera is connected to the Internet and can be controlled using cellular or other Wi-Fi networks.

Step 2. Set camera on correct time zone via MERCUSYS app > Live view page > Device Settings > Device Info > Time zone.

Step 3. Turn off the NVR or third-party software, then reboot the camera, as some onvif software may affect the camera's time.

Step 4. If no NVR or third-party software is in use, reboot the camera directly or reinstall the MERCUSYS app.

 

If the issue is still the same, contact MERCUSYS technical support and provide the information below for our support to look into further:

MAC address of the Camera.

Screenshot of the error message.

Whether you have tried all the suggestions listed above or not. If yes, what are they?

Enable Diagnose mode, get the log of the camera, and share the log file.

 

QA

Q1: Does recording overwrite the oldest footage?

A1: Yes, by enabling the loop feature, the oldest recording will automatically be overwritten when room is needed on the Micro SD card.

 

Q2: How do I delete recordings from SD cards through the MERCUSYS app?

A2: If you want to delete all recordings, please navigate to the MERCUSYS app > Live view page > Device Settings > Storage & Recording > Local Storage > Format micro SD Card.

You may also need to put the SD card into a computer (with an SD card reader) or phone to delete the corresponding recordings.