Amcrest Smart Home Camera Cloud Recording Playback Error

[tnewman]

i have 5 Amcrest smart home cameras, they all have the cloud recording enabled and have been working fine for months. starting yesterday i cannot view any of the cloud recordings, i can see the cloud recording thumbnails but when i click on one to view the recording it pops an error stating 'play error, click to refresh'. clicking on it does nothing.
i verified each camera has the cloud subscription active.
Live view works fine.
i have rebooted all cameras, i rebooted my wifi router. i tried to update firmware on the cameras but that does not work, even though it shows a newer firmware is available for the ash43-w.
i removed the smart home app on my phone and reinstalled it.
i have logged a ticket with support.
has anyone else seen this before?

[DavidH]

I have two cameras with exactly the same issue, I have also done everything you have done with no results just like you. Has anyone found what the issue is ? I think the issue must be at Amcrest servers end

[tkwolfe59]

So many people having the same issue. I as well. Where is Amcrest to address this? Nowhere, as usual.

[joeldujsik]

I have the same issue... just get a playback error from the iphone SmartHome app. rebooted everything, resinstalled, etc. no luck.
filed case with Amcrest. they are completely unresponsive !!!!!

[Chrish419]

Same as above and I even have one I just opened and it says network error.
There is nothing wrong with my network

This sucks

[Revo2Maxx]

So something to try. Click on the Smart Home app, Then click on one of the cameras you want to view. Then in there click on the Micro SD card.. If it is Cloud Recordings then don't have anything there seeing I don't use the Cloud service.. However if SD card then click that and go to the day of the event and it should pop up the place holder for your event.. Even with the app being removed and added back all my recordings are still in my SD card and able to access them going all the way back to July still..

Screenshot_20241226_152427_Amcrest Smart Home.jpg (344.52 KiB) Viewed 14985 times

[lelebells1]

I’m also getting the same messages… unable to update firmware also not able to see WiFi connection. Reset router, opened, closed and reopened the app still not working but live view is fine. Has anyone tried the reboot option in the app?

[DavidH]

Live view on my cameras works fine. I have done a reboot of both cameras using the app and they do reboot but still with anything that is recorded to cloud I just get playback error, even though I can see all thumbnails and how long each individual recording is they just will not playback or download. I am now sure the issue is with the Amcrest servers.

[Revo2Maxx]

You may want to make a Ticket with Amcrest to get this solved. IF they are not aware there is an issue they can't fix it..

[tnewman]

I finally got an answer from support. Looks like an updated smart home app will hit the Apple App Store at some point.


Mario R. (Amcrest Smart Home)
Dec 26, 2024, 2:39 PM CST

Hello,

The Amcrest Smart Home app issue has been resolved with the latest update 3.13.4.

Please ensure that you update the app from the Google Play Store and confirm that it fixed the issue you were experiencing.

For iPhone users, we are still waiting for Apple to pass this new app through and make it accessible to the public. Until they finish their process, we will not have any further updates at this time.

If you are still experiencing issues we will need to gather more information such as screenshots, video recordings, etc to continue troubleshooting.