Cloud Video Download Fails

Cloud video downloads may fail when the device loses its connection during the download process. Even if multiple users attempt to download the same playback video, the download can continue to fail if the device or network connection is unstable.

Before investigating user-based download restrictions, verify that the device can stream the required footage smoothly. Successful streaming generally indicates that the device has a stable enough connection to download the playback video.

Example Questions

- Why does my cloud video download fail?
- Why can't I download playback even when using different users?
- Why does the video download fail for multiple users?
- What should I check when cloud video download is not working?
- Why does playback stream but fail during download?

Symptoms / How to Identify

Cloud video download shows Failed.
The same playback video fails for multiple users.
Playback may not download even though the device is available on the platform.
The device may disconnect during the download process.
Live streaming may also be unstable or unavailable.

Information Required Before Troubleshooting

Vehicle/Object name.
Date and time of the required playback.
User/account used for downloading.
Screenshot of the download failure.
Whether live streaming works smoothly for the same vehicle.
Whether the issue occurs with one vehicle or multiple vehicles.

Troubleshooting Steps

Identify the vehicle and playback period for which the download is failing.
Try Live Streaming for the same vehicle.
Check whether the live stream plays smoothly without interruption.
If streaming is working smoothly, retry the playback download.
If streaming is not working or keeps disconnecting, check the device's network connectivity.
Retry the download after stable streaming is confirmed.
If the download continues to fail despite stable streaming, collect the failure details and escalate for further investigation.

Possible Cause

Poor or unstable network connection.
Device disconnecting during the video download process.
Insufficient or unstable connectivity between the device and platform while retrieving the footage.
User-based download restrictions may apply, but they should be verified separately if the issue persists across users.

Resolution / Action

First verify the device's live streaming stability. If streaming is smooth, retry the cloud video download. If streaming is interrupted or unavailable, resolve the device/network connectivity issue before attempting the download again.

If streaming works normally but the download continues to fail, provide the vehicle, playback time, affected users, and failure screenshots to the technical team for backend investigation.