Problem with Eufy doorbell (or possibly Android Phone)

rubble2

Hello, We have had a Eufy video doorbell since the beginning of the year which we have used without problem.

About a week ago I noticed that when we tried to view video recordings off the doorbell on my Android phone I would get the message 'Decrypting from Local Storage' this message would appear for about 20 seconds accompanied by an animation of a padlock, the video would then go black and the message 'Unable to play live video' would be shown.

I should say that the doorbell itself works and the camera on the doorbell still records every movement sensed it just won't replay them.

I tried all the obvious stuff with no success so contacted Eufy support, they gave me other things to try without a cure and the agent said it would need to be forwarded on to their 'expert team' for further investigation. They sent me an email which requested further information to aid them investigate the problem.

One of the requests they made was for a copy of the video playback when the fault message was displayed, I uploaded the video to my PC to email it to Eufy but when i looked at the uploaded video on the PC it played normally.

I then uploaded the Eufy app onto an old Android tablet and found that the video played faultlessly on that as well.

For context my phone is Android 16, my wifes phone is Android 15 (also fails to play on that) but the tablet is Android 12.

We have both had the same phones since the doorbell was installed and I have looked at settings on both the phone and the tablet to see if there are any obvious differences - there aren't as far as I can see.

Can anyone point me in the direction of what settings on the phones may be causing this issue please?

Vitor

Recorded video playback broken after HomeBase 2 auto-update to 3.4.1.8h (05/26) — anyone else on this build? - eufy / Ask Community - eufy Community

rubble2

Thank you, that link has solved the problem for me - something that a couple of hours live chat to Eufy tech support couldn't achieve.

much appreciated