Urgent: Cloud Volume Control and Download Questions

[gcartertexas]

Hello:

First, I am in desperate need to download video from the cloud (I subscribe to the 30-day plan) and found that I can only do so in 30-second increments (like most crimes occur in 30 seconds, lol). I am trying to preserve footage that captures an injury to my mother in her nursing home. Without any resolve from the nursing home after two weeks, we are seeking legal action. I've been working with Amcrest the last two weeks in hopes that they could help me procure the footage. After hours on the phone (95% of that on hold at the help desk in India) I was told that it was sent to the cloud team to recover the data (I have this in an email also). I've sent status requests every day and they were all answered with the request has been submitted and they understand that this needs to be complete before the footage expires. I only have tomorrow to obtain the footage before my 30 days expires. My daily email inquiry went unanswered today and I am terrified that I will lose this footage for good.

1) Has anyone been able to download more than 30 second increments (without any other equipment)?

2) My only alternative is to record my screen (I am using apowersoft) to capture the 11 minutes of footage. The software itself works fine. But I've logged into my Cloud account and now the sound is gone. I have no problems hearing news videos, YouTube, etc. I have clicked the speaker icon on the timeline screen and nothing happens - and I cannot find any sound adjustment. Has this happened to anyone else and were you able to fix it?

I have limited knowledge of this technology, so any answers in laymen terms would be most appreciated. Thank You.

[Melvin]

Hello gcartertexas,

Unfortunately the cloud does not allow multiple file dow3nload at a time. There is no other setting for audio in cloud. Please login to the camera web inter face from PC and then under Set up > Camera > Video ensure that audio is enabled.