Fix a doorbell camera that is not recording visitors
Check the common reasons a doorbell stops saving clips of people — lost connection, paused rules, a missing Video Analytics rule, or a clip upload limit.
Category: Doorbell cameras
Does this apply to my device?
For an installed Alarm.com doorbell camera on your E2 Technologies account that powers on and appears in the app but does not save clips when people approach. Doorbell Video Analytics detects people only, within about 10 feet of the door, and allows one Ground Zone rule per doorbell — it will not record animals, vehicles, or general motion. For a doorbell that is offline or has no power, use the reconnect or troubleshooting articles first.
Identify your device
No model number is needed: the checks below use your account’s own settings. Confirm in the app which doorbell should be recording and match its name to your installation records.
Before you begin
You need the Alarm.com app or customer website with permission to view video and recording rules. Some causes, such as the monthly clip upload limit or a paused rule, appear in the account rather than on the device.
Steps
- Confirm the doorbell is online by opening its live view in the app. A solid red LED or a failed live view means connectivity, not recording rules, is the problem — resolve the connection first using the reconnect article.
- Check that the recording rule is not paused: open Video, then Recording Rules, and resume any paused rule. Rules can be paused manually and are also paused automatically when the account reaches its monthly clip upload limit.
- Verify a Video Analytics rule exists for the doorbell: on the customer website, open Video, then Recording Rules, and if none exists select Add New Rule, then Video Analytics, and select the doorbell.
- Check that the rule’s ground zone covers where visitors actually approach and that the configured mounting bracket type matches the installed bracket — a zone or angle that misses the walkway produces no triggers.
- Have someone walk up to the door inside the ground zone, then check Saved clips and your notifications for a new person-detection clip.
Expected result
With an active rule whose zone covers the approach, the doorbell should record a clip and send a notification each time a person walks up to the door.
If you still need help
If clips still do not appear, contact E2 Technologies with the doorbell name, whether live view works, which rules exist under Recording Rules, and whether the monthly upload limit was reached. Do not delete clips to make room before checking — deleted clips cannot be retrieved. If detection works but coverage is wrong, the mounting bracket or its configured type may need adjustment.
Last reviewed: . Instructions checked against Alarm.com: Video device does not trigger recordings or upload clips.