How To Prevent Videos from Being Lost or Overwritten

When your Nexia® camera runs out of storage space, it will begin to overwrite the oldest videos with the most recent ones.  You can prevent the loss of videos that you want to keep by either protecting them from auto-delete or downloading them to your computer.

 

To Protect Videos from Auto-Delete - Web Portal

1. Log into the Trane® Home web portal.
2. If you have multiple homes, select the home where the camera in question is installed.
   
   
3. Select Video from the grey menu on the left side of the screen.
   
   
4. Press Recorded Videos next to the camera.
   
   
5. Identify the video you want to protect and click the Protect from Auto-Delete checkbox on the right side of the video control.
   
   
6. Repeat for each video you want to protect.
   
   

 

 

To Protect Videos from Auto-Delete - Mobile App

1. Log into the Trane Home mobile app.
2. If you have multiple homes, select the home where the camera in question is installed.
   
   
3. Select the camera from the dashboard.
   
   
4. Press Videos in the bottom left corner of the screen.
   
   
5. Identify the video you want to protect and press Edit.
   
   
6. Slide the toggle switch labeled Protect from Auto-Delete to the right.
   
   
7. Press Save.
   
   
8. Once a video is protected, it will display a lock icon and the word Protected under the video information.
   
   
9. Repeat steps 5-7 for each video you want to protect.

 

 

To Download Videos

NOTE: You must be logged into the Trane Home web portal to download videos.  It is not possible to download videos through the mobile app.

1. Log into the Trane Home web portal.
2. If you have multiple homes, select the home where the camera in question is installed.
   
   
3. Select Video from the grey menu on the left side of the page.
   
   
4. Press Recorded Videos next to the camera in question to see all of the videos recorded by that camera.
   
   
5. Identify the video you would like to download and click Download in the video control.
   
   
6. The message "Video recording download complete" will appear under the video you chose to download, and you can find the video file wherever your browser saves downloads.
   
   

If you have any questions or need assistance, please contact Trane Home Customer Support via email at help@tranehome.com or call 1-877-288-7707, Monday-Friday 9 AM – 8 PM ET, and Saturday 10 AM – 5 PM ET.