Trying to send an email to support, but it bounces back as "high probability of spam"

pinkoos
pinkoos
in SecuritySpy

Hey @Ben

I had this issue before I believe, your system doesn't seem to like my email address, flagging it as probably spam and bouncing my message back, so I'll just post the email here:

"I posted about my new Eufy cam in the forums recently, it's working great with SS

However, I occasionally get the message, "Failed to open network device. Host is down" or a similar one saying, "No key frames received from device recently"

When I immediately check the feed, it pulls up right away and I don't see any issues

This is a wifi cam, so maybe it briefly loses connection and that generates the SS error but by the time I pull up the feed the connection re-establishes itself? I'm not sure

Do you have any thoughts based on either of the error messages?

Thanks"

Comments

  • Ben
    Ben

    Sorry about that, I have now whitelisted your email address in our spam filter so I hope there will be no problems emailing us in the future.

    "Host is down" means that the camera is offline at the time that SecuritySpy is attempting to connect to it. It's difficult to tell exactly why the camera is offline because this could happen for a few reasons, most likely either a network issue or a camera issue.

    As for the key frame message, temporally-compressed streams such as H.264 and H.265 are composed of a key frame (I-frame) that encodes the whole image, followed by multiple delta frames (P-frames) that encode only the changes in the image since the last frame. There needs to be regular key frames in the stream so that SecuritySpy can effectively process the stream and provide a good user experience and accurately-timed recordings. This message means that there has been a long period of time without key frames, which can lead to unexpected and negative results. Is there any setting in the camera that controls how often key frames are generated?

    SecuritySpy will recover from both these problems by closing and re-opening the camera, hence why you can subsequently check the feed and it seems like it's working correctly. But, both are serious problems that can result in lack of recording.

  • pinkoos
    pinkoos

    Thanks Ben, I'll check around in the app to see if there are any controls for key frames - I don't believe there's a web interface to play around with, so if there is a setting, it would only be present in the app

    I'll report back once I know more

    Thanks for whitelisting my email address!

  • pinkoos
    pinkoos

    Hey Ben,

    I checked and there is NOT any setting in the app related to key frames unfortunately

    NB That I'm not getting any errors from the actual Eufy app, just from SS, FWIW

    Thanks

  • Ben
    Ben

    If there are no settings related to this then I'm afraid there is nothing more that can be done about the key frame error. If you find that the camera appears to be working reliably enough despite this problem then you may like to keep it, perhaps for non-critical purposes, otherwise you may like to replace it with one that we recommend on our list of supported cameras.

  • pinkoos
    pinkoos

    Hey Ben

    Yeah I figured there would be nothing that could be done

    Despite that, though, I'm really happy with this cam

    Since it's own app is recording all events without issues, the SS integration is almost just a redundancy (or vice versa depending on how one wants to look at it)

    I have the Eufy app recording 24/7 on the internal microSD card and notifying on people/pet triggers (but not other motion) and that is working great

    So, I'll keep the camera and keep the integration with SS since, regardless of the errors, it seems to be working fine with it as well

    Thanks again

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