If your Video Smart Lock occasionally misses some events that occur in front of your door, please try the following troubleshooting steps to verify if the issue can be resolved.
Note: When you are watching the live view, the camera will stop detecting motion and you will not receive any motion detection notifications.
1. If you have set an Activity Zone, please confirm the zone you have drawn covers the entire area of interest to avoid setting an incomplete activity zone. (Device Tab > “...” Icon > Settings > Motion Detection > Activity Zone)
The images below show both the correct and incorrect ways of drawing an activity zone.
2. Choose the All Motions mode as the Detection Type. (Device Tab > “...” Icon > Settings > Motion Detection > Detection Type > All Motions)
3. Increase the Detection Sensitivity. (Device Tab > “...” Icon > Settings > Motion Detection > Sensitivity)
If the issue still persists, please contact us and provide us with the following information for further analysis.
- A picture showing the activity zone if an activity zone is set up.
- An exact date and time in the past 2-3 days when the Video Smart Lock missed events. For example: Mar. 24th 14:43.
- Upload the device log via the eufy Security app by selecting the three-lined menu icon located at the top left corner of the app > About > Upload Log, and then authorize the device log via Device log > select the device and choose Authorize. Please refer to the following images for a step-by-step guide to authorize your device log.
