If you encounter the “Could not load video“ error when attempting to access the live view of Resideo devices on Brilliant, follow the steps below for troubleshooting.
Step 1: Check to make sure the live view is accessible on your TC 2.0 app. If not, confirm that your device is plugged in or charged and connected to Wi-Fi. If the issue still persists, please contact the manufacturer.
Step 2: Check to make sure the privacy mode is toggled Off. You can find this setting where you access the live view on the TC 2.0 app.
Step 3: If the device having the issue is the VX1 doorbell, check to make sure the field of view is set to “Tall” or “Wide“. View the Field of View Requirement section below for further instructions.
Field of View Requirement:
Log in to your TC 2.0 mobile app.
Tap on “Cameras“ in the bottom row.
Tap on the setting icon for the doorbell/camera you are having trouble viewing.
Select Video and set Field of View to be “Tall“ or “Wide“ as shown below. Brilliant Controls currently do not support the live view of devices in the “Full“ mode.
If the issue still persists after the steps listed above, please contact Brilliant support at firstname.lastname@example.org.