If the camera is properly inserted with an SD card but no recordings can be found, the issue may be caused by one of the following:

• The SD card is not formatted or is malfunctioning
• The recording function is disabled
• The recording schedule is not configured
• The camera's system time is incorrect

Please follow the troubleshooting steps below to identify and resolve the issue.

I. SD Card Not Formatted or Abnormal Status

If the SD card status shows Unformatted, Unrecognized, or Full, the camera will not be able to continue recording.

How to Check the SD Card Status

Step 1:
Log in to the CYVIO App, select the device where playback is unavailable, tap the "..." icon in the upper-right corner, and select Camera Settings.

Step 2:
Tap Storage to enter the storage management page.

Step 3:
Check the SD card status:

a. Overwrite – The SD card is functioning normally. Please check for other possible causes.

b. Full – The storage space is full and recording cannot continue.
Solution: Set Overwrite to Auto mode, or format the SD card to free up space.

c. Unformatted – The SD card must be formatted before it can record normally.

d. No SD card information displayed – The SD card may be incompatible or damaged. Please replace it with a compatible SD card and try again.

II. Recording Function or Schedule Not Enabled

If the recording function is turned off or the recording schedule is not properly configured, the camera will stop recording.

How to Check Recording Settings

Step 1:
Log in to the CYVIO App, select the device, tap the "..." icon, and enter Camera Settings.

Step 2:
Tap Encoding & Recording Settings to enter the configuration page.

(1) Check the Recording Switch

Tap Record to enter the recording settings page.

Confirm that the recording switch is turned ON. 

(2) Check the Recording Schedule

Tap Schedule to enter the recording schedule page.

Select either Continuous Recording Schedule or Event Recording Schedule.

In the detailed schedule settings page, confirm that:

• The schedule switch is enabled
• The recording time periods are correctly configured

III. Incorrect Camera Time Settings

If the camera's system time does not match the actual time, recorded files may be saved under an incorrect date. This can cause playback searches for the current date to show no results.

How to Check the Time Settings

Step 1:
Log in to the CYVIO VMS platform (https://vms.cyviolife.com/).
After logging in, go to the device management page.
In the left menu, click Device, select the target device, and click Remote Settings.

Step 2:
In the left menu, click System Settings.
Confirm that the time setting mode is set to NTP Time Sync, and verify that the displayed System Time matches the current actual time.

If the issue persists after completing the steps above, please contact our support team for further assistance. We are always ready to help you resolve the problem.