Only 3 out of my 4 devices show a real snapshot of the last live activity capture. The odd one shows a stock photo of the camera. The camera in question is capturing motion, and I can connect to it live. Anyone have a idea why this would happen?
Hey @Th81.This usually happens when the unit has failed to update its firmware. Once the firmware updates, you’ll begin seeing images in your Camera previews. Firmware updates happen automatically, so it’s possible it was doing this or got stuck in limbo since it’s still operational otherwise. To get this to update and continue to update, you can try resetting and then reconnecting the device.
To reset the device, you will press and hold the setup button for 20 seconds. After this, check out our Help Center Article here which talks about the steps to reconnect the device. Once reconnected, please give the device some time and if in 24 hours the camera preview tile is still the product photo, reach out to our support team.
Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19. This has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.