cloud recording gaps

Hello Blurams Support,

I am contacting you regarding ongoing issues with my Blurams cameras and my paid BluramsGuard continuous cloud recording subscription.

Until recently, all of my cameras were working properly and recording continuously to the cloud as expected. However, over the past several weeks, the recording service has become extremely inconsistent.

Issues I am experiencing:

• My cameras are no longer reliably recording 24/7, despite having a paid continuous cloud recording subscription.

• Sometimes the cameras record continuously for extended periods without interruption, as they should.

• Other times, they only capture short clips lasting a minute or less, leaving significant gaps in footage.

• The recording failures occur intermittently and affect different cameras at different times.

• There does not appear to be a consistent pattern explaining when continuous recording works and when it stops.

• These same cameras previously worked correctly with the same internet service and general setup.

Troubleshooting I have already completed:

1. Factory reset the affected cameras.

2. Unplugged and restarted the cameras multiple times.

3. Separated my Wi-Fi network into dedicated 2.4 GHz and 5 GHz bands.

4. Reconnected and reconfigured the cameras on my Wi-Fi network.

5. Replaced cameras with new units to rule out defective hardware.

6. Monitored the cloud recordings and confirmed that the issue continues intermittently across multiple cameras.

My internet service provider is Xfinity. Since these cameras previously recorded continuously and the problem persists even after replacing the hardware and troubleshooting the Wi-Fi connections, I am concerned that the issue may be related to the Blurams cloud recording service, subscription authorization, firmware, or server-side communication.

I would appreciate your assistance investigating the following:

• Is there a known issue affecting BluramsGuard continuous cloud recording?

• Can you verify that my paid subscription is properly associated with all of my cameras and that continuous recording is enabled on your servers?

• Have there been any recent firmware updates, cloud service changes, or software issues that could explain these problems?

• Can you examine the cloud recording and connection logs to determine why footage is intermittently missing?

• Is there a way to refresh or reset the cloud recording service on your end without requiring another factory reset?

I am particularly concerned because I am paying for continuous cloud recording, but the service is currently unreliable. Missing footage defeats the purpose of having security cameras, especially when there is no indication that recording has stopped.

I have already spent considerable time troubleshooting and replacing equipment without resolving the problem. I would appreciate having this escalated to your technical support team for a thorough investigation rather than being asked to repeat the basic troubleshooting steps I have already completed.

Please let me know what additional information you need, such as camera serial numbers, MAC addresses, firmware versions, or specific dates and times of missing recordings.

Thank you for your assistance. I look forward to a resolution that restores reliable 24/7 cloud recording across all my cameras.