Sometimes, activity can get out of sync and not appear in your activity logs. This is sometimes caused due to delays in your internet speed between your keypad and Spiderdoor backend.
- You can first try to re-power your keypad by disconnecting the electricity for 60 seconds and then power it back up. Wait 3 or 4 minutes before touching the keypad or before checking activity logs.
- If you have additional cameras at your site other than the camera on a Spiderdoor keypad, or your internet speed is slower than normal due to extreme stress on your internet speed, then photos being pushed to Spiderdoors backend from the keypad itself can get stopped up. You can identify this because your keypad will show ONLINE yet no activity logs are showing. Re-powering the keypad when this happens will not correct the activity log not showing up. Please notify us if the re-re-power does not rectify the issue so we can take a look and hopefully help resolve the issue for you as we will have to manually pull the photos/activity over manually. If this occurs, you will want to touch base with your internet provider about increasing your upload speed.
One way to determine if the upload speed is causing the failure is that we can de-activate your camera for a period of time to see if that resolves the issue or not. Uploading photos requires a good upload speed to properly upload photos in a timely manner. If your keypad loses internet connection for a period of days, the keypad stores all photos and activity inside the keypad until it regains internet connection and then it pushes all activity logs and photos to Spiderdoors backend when it re-gains internet access. That is where the issue can occur if the internet speed is not sufficient.
This article shows you how to Re-power your internet keypad
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