Troubleshooting Video Playback Issues in the ButterflyMX App
Having trouble viewing video footage from your ButterflyMX intercom? This article covers common video playback issues and how to resolve them, including problems with live video, recorded footage, and video quality.
Common Video Playback Issues
Live Video Not Loading
If live video from your intercom isn't displaying in the app, try these steps:
- Check your internet connection - both your phone and the intercom need stable connectivity
- Close and reopen the ButterflyMX app completely
- Verify the intercom is online by checking the LED status light (should be solid green)
- Try switching between WiFi and cellular data to rule out network issues
Recorded Video Won't Play
If you can't view previously recorded video clips:
- Ensure you have a stable internet connection with sufficient bandwidth
- Check that your video retention period hasn't expired (typically 30-90 days depending on your plan)
- Update the ButterflyMX app to the latest version
- Clear the app cache:
- iOS: Delete and reinstall the app
- Android: Go to Settings Apps ButterflyMX Storage Clear Cache
Poor Video Quality or Buffering
If video is pixelated, choppy, or constantly buffering:
- Check your internet speed - we recommend at least 5 Mbps for smooth video playback
- Move closer to your WiFi router or switch to cellular data
- Close other apps that may be using bandwidth
- Wait a few moments for the video to buffer before playing
Video Not Recording
If your intercom isn't capturing video events:
- Verify your property has video recording enabled (contact your property manager)
- Check that motion detection is enabled in your intercom settings
- Ensure the camera lens is clean and unobstructed
- Confirm your storage plan hasn't reached capacity
Advanced Troubleshooting
Check Intercom Network Status
Property managers can verify intercom connectivity:
- Log into the ButterflyMX Dashboard at dashboard.butterflymx.com
- Navigate to Devices Select your intercom
- Check the "Status" indicator - should show "Online"
- Review "Network Health" metrics for any connectivity issues
Video Format Compatibility
ButterflyMX videos are encoded in H.264 format. If videos won't play on your device:
- Ensure your device's operating system is up to date
- Try viewing the video on a different device
- Download the video to your device and play it with a different video player app
Still Having Issues?
If you've tried these troubleshooting steps and still can't view video:
- Residents: Contact your property manager for assistance
-
Property Managers: Contact ButterflyMX Support with:
- The specific intercom device ID
- Time and date of the video issue
- Screenshots of any error messages
- Description of what happens when you try to view video