Retrieving Videos Issue

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Andrew Russell

• December 03, 2020 06:27

I have my camera currently set as Photo + Video but I’m not seeing any option to retrieve the video. It’s only HD photo retrieve or download the picture. Can you let me know why this is? Thank you.

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  John Lockburner

  • December 03, 2020 09:40

  I would update your settings again just to make sure the camera got the message when you made the change. You can also look at the online portal (my.spartancamera.com) and check the picture numbers, if they are sequential then the camera is still set to photo only, if they are all odd numbers or all even then it's most likely photo + video and something else is causing you not to see the icon.

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  Andrew Russell

  • December 03, 2020 14:19

  I just checked and my photos are in sequence with even and odd numbers. So it seems that it’s on photo only but the settings show Photo + Video. How do I go about changing the setting when they’re already changed?

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  John Lockburner

  • December 03, 2020 14:25

  Just click the update button on the app settings again and when the camera checks in it should update to photo+video.

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  Andrew Russell

  • December 03, 2020 15:44

  I clicked the Update button again and I got a photo and status report for my 9 am event.  It came through as an even number with no option to retrieve video.  Everything was fine up until I stopped receiving any pics a couple weeks ago.  I was only receiving status reports.  It seemed like everyone was having the same issue on the message boards in here and the only cure was formatting the SD card so that's what I did.  Since then, pics have been coming through but no videos.  

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  John Lockburner

  • December 03, 2020 15:51

  You will have to wait for the next picture to come through to see the video request icon. What happened is the camera sent your 9am scheduled picture and when it was done sending it checked for updates. It hopefully saw the updated and then updated your settings resulting in the next picture sent to have the video option. If you look at your settings screen the red cancel bar at the bottom should be back to green and say update and retrieve.

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  Andrew Russell

  • December 03, 2020 15:58

  Yes.  The Update and Retrieve buttons are green again.  If I've got another scheduled photo for 12 pm, should it have the retrieve video option?  I am not sure if scheduled photos have video options or if the videos only came from motion photos.

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  John Lockburner

  • December 03, 2020 16:05

  The scheduled pictures should have the videos as well so that noon pic should allow you to request the video.

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  Andrew Russell

  • December 03, 2020 16:14

  Sounds good.  I will keep you updated.

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