Camera Playback Issues

How can I tell if the issue is on my end or the camera's end?

If you can see the same issue on the Live stream and in the Rewind files, this suggests connection is struggling at the cam's location.

• Nothing you can do on your end
• Let support@surfline.com know the exact date/time/cam so they can find the issue in Rewinds. Or ask for a human if the issue will be obvious to anyone who pulls up the cam.
• If this was a momentary one-time issue, we may do nothing. The internet speeds struggled, and have since improved.
• If this is a persistent issue you're seeing, we can reduce stream quality to improve smoothness. Let us know when you're seeing this (evenings, weekends, holiday weekends) to help us make the best assessment possible.
• Are nearby spots OK? Check a cam on the other side of the planet, did that load OK? This info helps us figure this out.

If you're experiencing issues with the Live stream but the Rewind files seem fine, this suggests you've got weak internet where you're checking the surf

• Try mobile data if using WiFi, or visa versa
• Do an internet speed test: https://www.speedtest.net/
• Support won't be able to do much more than pass along a screen recording of the performance you're seeing and a screenshot of the internet speed test to push for solutions.

Why is this cam streaming poorly

Glitching, freezing, or showing an error message after a few seconds of playback?

This is more than likely due to the internet connection at the cam's location.

There are things we can do on our end to improve stream smoothness that does sacrifice stream quality.

• One off? Wait for this to improve, if it is a busy time of the year, extra guests staying at the property, more people in the area, or many other reasons you may have experienced with your come connection, it may very well clear up in a couple of hours. Feel free to notify support@surfline.com and let them know the exact date/time you are checking so they can find the footage on Rewind.
• Seeing this consistently? Then it is absolutely worth reporting to support@surfline.com and letting them know if you have noticed any kind of pattern, such as this worsening in the morning/evenings? Whether you notice it clears up during the week? If weekends are particularly bad?

Seeing an error message on a cam player?

Our camera operations team are alerted to (even momentary) outages and immediately start remote efforts to recover the live stream. In some cases, the issue is more complex, may require third party involvement to repair or require on site visits to a property we have limited access to.

We're constantly working to improve our remote access capability, but importantly want to minimise disruption to the normal activity of our hosts in order to preserve this network we've worked hard to build.

Likewise, we want to refrain from sharing specific information pertaining to the activities taking place at the location hosting us, such as renovations, changes of ownership, or personal situations. In these cases, you'd be well positioned to send us any recommendations for alternative angles which may help us recover a view sooner.

In case the issue is on your end, it is worth trying these troubleshooting steps

• Make sure you're logged in to your Premium account. Live streams are for Premium users. If you are paying for Premium but seeing paywalls, read: Paid but still not Premium?
• Refresh the page using the refresh button on your browser. An outage message may display when the cam briefly drops connection, refresh the page to see if that brings it back
• Try some different cams to see if the issue is with the spot, city or region. Try a cam on the other side of the planet to rule out server issues.
• Try a different network (different WiFi, mobile data)
• Try a different device on the same network
• Try using a private browsing window (Incognito etc). If that works, review any ad-blocking software, browser extension (add-on) or security software.
• Clear your browser's cache - find directions here.
• Restart your computer.
• Update your web browser, operating system or Surfline app to the most recent, updated version.
• Try a different browser (such as Google Chrome or Mozilla Firefox).
• Reinstall the app and reinstalling it. Sometimes updates cause corrupted files and a fresh install of the app is needed.
• Power cycle your modem and router. Unplug your modem and router, wait 30 seconds, then plug them back in. Modem first, then router. Once everything’s back online, try loading the streams again.
• Locate the small RESET button on the back of your router. Using a paperclip, press and hold it for 10–15 seconds until the lights blink. Let the unit fully reboot, then log in to reconfigure your Wi-Fi name (SSID) and password.

If you would like to inquire about a camera outage

We know it can be frustrating when there is an outage, we were Surfline customers before Surfline employees.

Our hosting agreements guarantee we, Surfline, take care of most/all issues, so please direct any/all concern and action directly to support@surfline.com for a team of people positioned to respond.