Eagle Eye User Sees Live Video but Not Recorded Video: Why
You log in to Eagle Eye Networks and the cameras play live. But when you try to look back at what happened this morning, there is no history, or the option to save a clip is missing.
Eagle Eye gives each user separate permissions. View Live Video and View Previews let a person watch live. View Recorded Video is what opens the history of a camera, and Download Video is what lets a person save a copy. Eagle Eye says at least one of the video permissions must be on for a user to see any video stream, so a user can have live video and nothing else.
If your permissions are right, the next question is whether the video exists. The amount of recorded video depends on the retention settings on each camera, and Eagle Eye says video that is out of retention is unrecoverable.
Key Takeaways
- 1No history option at all: the user may not have View Recorded Video.
- 2You can view history but cannot save a copy: the user may not have Download Video.
- 3History starts later than you expected: check that camera's retention, and whether the camera was recording.
- 4Different people see different cameras: access is set per user.
The cause is often a permissions setting, a retention setting, or a gap in recording. This guide helps you tell which one before you call anyone.
If the person who set up your login is gone, start with what to do when you have no admin login. If you are an admin and can't change settings, read why an Eagle Eye admin cannot add cameras or change retention.
Look at your own screen first
All of this is look-only:
- Open a camera that plays live. Look for the history or recorded video option next to it. In Eagle Eye's Classic dashboard it is called Historical Video. In the Enhanced dashboard it is the History Browser. If the option is missing for every camera, suspect the permission.
- If the history opens, scroll to the date and time you need. Note the earliest date you can reach. That is a clue about retention.
- Ask a coworker with a different role to try the same camera. If they see history and you do not, it is a permission. If nobody does, it is more likely retention or recording.
- Write down the camera name, the date and time you need, and what you see. This is the most useful thing to tell whoever fixes it.
Reason 1: your login lacks View Recorded Video
Eagle Eye's User Permissions page lists the video permissions by name:
- View Live Video: the user can view full resolution video live.
- View Previews: the user will be able to view live video.
- View Recorded Video: the user can view the history browser and historical footage (recorded video).
- Download Video: the user will be able to save and download video at full-video resolution and preview video.
Eagle Eye says one or more of these must be enabled for the user to view any video streams. So someone can be set up with only live access.
Who can change it: an Admin of the account has all permissions. Eagle Eye also lists an Edit Users permission, which lets a person manage other users on the account, including adjusting some permissions and granting access to cameras and layouts. Ask whoever holds that role to check your View Recorded Video setting. Recorded video can show who was where and when, so give it to people who need it.
Eagle Eye also says features may not be visible to all users and depend on the agreement with the Eagle Eye Reseller. If the setting is not there for your admin either, the Reseller may have to change it.
Reason 2: you can view history but cannot save it
Viewing and saving are separate. In Eagle Eye's Classic dashboard, the Save button in the Historical Video window is how a person downloads or archives a section of video. If you can watch history but cannot save, ask about Download Video.
Two limits Eagle Eye states:
- The maximum length of a clip is 8 hours. Eagle Eye's Enhanced page says to export in 8 hour increments if you need more. Its Classic page says that if you need more than 8 hours of footage for legal purposes, you should reach out to Eagle Eye Support.
- In Classic, the download button sends the video to Downloads in the cloud. You then use Downloads to save the file to your computer. In the Enhanced dashboard, saved video shows up under Files.
Our guide on exporting and sharing an Eagle Eye clip goes through the steps for people who already have permission.
Reason 3: the video is out of retention
Eagle Eye says the amount of recorded video depends on the retention settings on that camera, and that video out of retention is unrecoverable. Retention is how long footage is stored in the cloud. If your history only reaches back a short time, that may be how the camera was set up.
Do not assume you can change it. Eagle Eye says resolution and retention settings can be adjusted only if allowed by the Eagle Eye provider, and that changes affecting billing may need the Reseller. If footage matters, save a copy now. Eagle Eye's Enhanced page says archived footage does not expire.
Reason 4: the camera was not recording
Live video proves a camera is working right now. It does not prove it recorded last night. Eagle Eye notes that a camera turned off in the dashboard will not record, even though it is not powered down. Eagle Eye's Historical Video page also notes that if motion is missed and an event is not captured by full video recording, a Preview Timelapse option exists, and that motion settings may need adjusting if that happens often.
If you see a gap in the timeline, our guide on cameras that are offline explains the common causes. Do not tell anyone footage exists until you have seen it play.
Stop and call
Call us if:
- Nobody can reach the admin, or you do not know who your Eagle Eye Reseller is.
- You need footage for an incident and the history does not reach back that far. Our guide on footage requests from police or insurance explains what to gather.
- The same camera shows a gap in recording again and again.
If anyone is hurt or in danger, call 911 first.
If you would rather not chase it
Call PAX at (855) 440-5353 or email info@paxsecurity.com. You can also reach us at https://paxsecurity.com/contact-us. Tell us which camera, which date and time you need, and what your screen shows. We will talk through your options with you, whether or not PAX installed your system. You can read more about the platform on our Eagle Eye Networks page.
Sources
- Eagle Eye Networks support, Eagle Eye User Permissions (Version 2.0, 2024-05-22): https://support.een.com/portal/en/kb/articles/eagle-eye-user-permissions
- Eagle Eye Networks support, Viewing and Downloading Historical Video (Version 2.0, 2024-05-27): https://support.een.com/portal/en/kb/articles/view-download-recorded-video
- Eagle Eye Networks support, Viewing and Downloading Footage In Enhanced Interface: https://support.een.com/portal/en/kb/articles/viewing-and-downloading-footage
- Eagle Eye Networks support, Bridge Swap (Version 2.3): https://support.een.com/portal/en/kb/articles/bridge-swap
- Accessed 2026-11-04. Vendor pages change, so check the current page before you follow a step.
Frequently Asked Questions
Why can I see live video but not history?
Most often because your login has live permissions only. Eagle Eye lists View Recorded Video as its own permission.
Can I change my own permissions?
Only if your role allows it. An Admin has all permissions, and the Edit Users permission lets a person manage other users. Ask the person who manages users on your account.
How far back can I look?
It depends on the retention settings on each camera. Eagle Eye says video out of retention is unrecoverable.
Why does my coworker see cameras I cannot?
Access to cameras and layouts is granted per user, so two people on the same account can see different cameras.
Can Eagle Eye change my permissions for me?
Eagle Eye's Bridge Swap page says that when permissions need updating, an Admin on your account or your Reseller does it, and that Eagle Eye is not authorized to make changes to your account permissions.
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