Support
Milestone XProtect Not Recording or Retention Too Short
Recording and Retention
Summary
Follow the four stages below to diagnose XProtect has live video but recordings are missing or retained for less time than expected without losing evidence, configuration or device ownership.
Applies to
- Milestone XProtect recording servers
- Continuous, motion and rule-based recording
Difficulty and time
Difficulty: Advanced
Estimated time: 30 to 90 minutes
What you will need
- The exact model and current firmware or app version
- Administrator access where authorised
- A photo or screenshot of the current status
- One controlled test case and its exact time
What this guide covers
- Preserve and reproduce the fault
- Open the correct diagnostic screen
- Correct the proven cause
- Verify and document the result
Use this page when XProtect has live video but recordings are missing or retained for less time than expected. It includes the menu or screen to look for, the status that matters and a repeatable proof test.
Exact labels can differ between recorder, controller, app and firmware versions. If the named screen is not present, do not guess at destructive options; note the model and current version for support.
Before you start
Protect the current system and record a baseline before changing anything.
- Write down the exact symptom: timeline gaps appear, a camera never records, or footage is deleted earlier than the business requirement.
- Photograph the current status, error text, wiring or timeline as applicable.
- Record the last known working time and anything changed immediately before the fault.
- Protect incident footage before database, retention or storage changes and record the original rule/storage assignment.
Increasing a retention number does not create storage capacity
Retention changes can cause older recordings to be deleted sooner when storage is constrained. Export required evidence first.
If the required option is missing or the result does not match this guide, stop and identify the exact model before continuing.
What usually causes this
- No rule starts recording
- Camera disabled or unlicensed
- Recording database has errors
- Storage cannot meet bitrate/retention target
Step 1: Preserve the current state and reproduce the fault
Begin with a repeatable baseline so you know whether a later change genuinely helped.
- Reproduce the problem once and record: timeline gaps appear, a camera never records, or footage is deleted earlier than the business requirement.
- Note whether every device or user is affected, or only one.
- Compare one working path with the failing path if a comparison exists.
- Protect incident footage before database, retention or storage changes and record the original rule/storage assignment.
Step 2: Open the correct screen and inspect the evidence
The primary diagnostic location is Management Client > Rules, Devices > Cameras > Record, and Recording Servers > Storage > Recording Storage. Do not change anything until the displayed state is recorded.
- Open Management Client > Rules, Devices > Cameras > Record, and Recording Servers > Storage > Recording Storage. Menu wording can vary by model and firmware; use the nearest equivalent label.
- Confirm the camera is enabled/licensed and identify the rule that starts recording.
- Inspect recording database path, available space and retention for that storage.
- Calculate actual aggregate bitrate versus storage/retention expectation.
Step 3: Correct only the cause you proved
Use the matching correction below. Make one change, save it, then repeat the same test.
- Correct the recording rule trigger, time profile and target devices.
- Assign the camera to healthy recording storage with an achievable retention period.
- Resolve database/storage errors before increasing retention.
- Reduce bitrate only through an approved image-quality/storage design, not as a blind fix.
Step 4: Verify, monitor and document the handover
A saved setting is not proof. Test the real outcome locally first, then test any app, cloud or client path separately.
- Trigger or wait for the rule and find a fresh timeline segment.
- Retrieve the recording in Smart Client.
- Monitor storage use and predicted/actual retention over several days.
- Check that critical cameras and evidence locks/bookmarks follow the intended policy.
Controlled support test
Situation: The reported symptom was: timeline gaps appear, a camera never records, or footage is deleted earlier than the business requirement.
Solution used: The current state was recorded in Management Client > Rules, Devices > Cameras > Record, and Recording Servers > Storage > Recording Storage, one matching correction was made, and the same test was repeated.
Why this was chosen: This separated the proven cause from unrelated settings.
Installation notes: The final screenshot and test time were saved with the handover record.
Official reference used for this guide
Menu names differ between releases. Confirm model-specific behaviour in Milestone Recording Retention Documentation before firmware, reset, storage or security-sensitive work.
Common mistakes
- Changing several settings before repeating the original test.
- Using a factory reset, initialise or format option as an early troubleshooting step.
- Treating an app symptom as proof that the local hardware or recording has failed.
- Failing to record the model, version, exact error and test time before escalation.
- Assuming similar-looking models use identical menus or features.
Troubleshooting table
| Symptom | What to check | What to do next |
|---|---|---|
| timeline gaps appear, a camera never records, or footage is deleted earlier than the business requirement | record rule missing, camera not enabled/licensed, unhealthy database, insufficient capacity or unrealistic bitrate/retention design | Open the named diagnostic screen, record the displayed state and use the matching correction above. |
| The named menu is not visible | Different firmware, permissions or model capability | Do not substitute a destructive menu. Capture the model and version and use its official manual. |
| The change saves but the fault remains | The selected cause was not the root cause | Undo the change if appropriate, return to the baseline and compare the failing path with a working one. |
| Local test works but app or client test fails | Account, permission, cloud or remote-network path | Keep the proven local configuration and diagnose the remote path separately. |
| Problem returns later | Intermittent power, cable, storage, network or schedule condition | Record the new failure time and status; correlate it with logs, events and the last known working interval. |
When to contact support
Contact SecurityWholesalers support when the rule fires and storage is healthy but fresh recordings do not appear, or database repair/migration is required.
Send the order number if available, exact model, firmware or app version, screenshot of Management Client > Rules, Devices > Cameras > Record, and Recording Servers > Storage > Recording Storage, the failure time, and the result of the local proof test.
Related support guides
- Milestone XProtect Support Guides - Browse every guide in this support area.
- All Technical Support Guides - Return to the complete support library.
Related buying guides
- CCTV Buying Guide - CCTV system-planning guide.
Relevant product categories
- Milestone Products - Milestone licences and products.
Still stuck?
Need help choosing or setting up a system? Contact SecurityWholesalers support with your order number, product model and a clear description of the issue.
Frequently asked questions
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Where should I click first for Milestone XProtect not recording?
Start at Management Client > Rules, Devices > Cameras > Record, and Recording Servers > Storage > Recording Storage. Record the existing state before changing it because labels and available options can vary by model and firmware.
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What should I look for on that screen?
Look for enabled camera, recording rule/time profile, target storage/database state, free space, retention and actual bitrate.
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What must I avoid changing during the first check?
Retention changes can cause older recordings to be deleted sooner when storage is constrained. Export required evidence first.
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How do I prove the correction worked?
Create a new recording, retrieve it, and verify measured storage consumption supports the required retention.
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Why might my menu names look different?
Recorder, controller, camera, app and firmware releases can use different labels. Use the closest equivalent only when its function is clear; otherwise record the model and version for support.
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Should I factory-reset the device?
Not as an early step. A reset may erase users, network settings, recording configuration, licences or cloud ownership. Back up the configuration and confirm the recovery plan first.
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What should I send technical support?
Send the exact model and version, screenshot of Management Client > Rules, Devices > Cameras > Record, and Recording Servers > Storage > Recording Storage, exact error text, failure time, what changed before the fault and the result of the controlled local test.
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Can configuration changes recover data or events that were never recorded?
No. A correction can restore future operation, but it cannot recreate footage, alarm events or access transactions that were never stored.