Setup: HomeBase 2, System Version 3.4.1.8h, Subsystem 1.3.0.9. Auto-updated overnight via Overnight Auto-Update on 2026-05-26 at ~04:52. Multiple cameras attached. eufy Security app on Android, tested on more than one phone.
The problem — clean date cutoff matching the firmware install:
Since the 3.4.1.8h update, no recorded videos from 05/26 onward will play. Everything recorded 05/25 night and earlier still plays normally. The failure boundary lines up exactly with the firmware install timestamp.
What it looks like:
Events still appear in the events list with thumbnails, so recording itself is working — only playback/decryption of post-05/26 clips fails.
From the events list, affected clips show “Decrypting from local storage,” then fail with “unable to play.” Same clip never plays.
Occasionally a brand-new event will play once when opened directly from the push notification, but the same clip will not play again afterward, and it never plays from the events list.
Important — this is NOT a per-device or network issue:
All cameras on the HomeBase started failing on the same date (05/26), at the moment the firmware installed.
Reproduces identically on more than one phone, so it’s not app cache.
Storage isn’t full; cameras report strong signal.
Power cycling the HomeBase does not help.
What I have NOT done (on purpose): I have not factory reset or reformatted storage, to avoid risking access to the pre-05/26 recordings that still play. eufy support note: firmware cannot be rolled back by users, so this needs a corrective build.
Questions for the community / eufy:
Is anyone else on HomeBase 2 firmware 3.4.1.8h seeing recorded videos fail to play from the same 05/26 cutoff?
Has anyone gotten confirmation from eufy that post-05/26 recordings are intact and will become playable once this is fixed (i.e. encrypted-but-recoverable, not lost)?
Is a corrective firmware in progress?
If you’re affected, please reply with your HomeBase model, firmware version, and the date your playback broke so we can confirm whether this is tied to the 3.4.1.8h build. Thanks.
Yep. I don’t have as clean a time correlation as you. Updated to same version and subsystem version on 5/25. On 5/27 a video at 11:32 a.m. decrypts and plays successfully. Same day a video at 11:40 a.m. has a different decrypt icon and never plays. The old decrypt icon is a folder the new decrypt icon is a safe. Sure smells like a firmware change.
Home base 2
Version 3.4.1.8h
Subsystem version 1.3.0.9
I have a doorbell cam 2. I can record video to my phone, and get a live view, so my networks and basic connectivity to the home base are good including both local Wi-Fi and remote Networks like my cell provider. I haven’t checked thoroughly, but it looks like all old videos are viewable, and new ones are not, bounded by that time and icon change on 5/27. The thumbnails for all videos are there, but only the old ones play.
I just cleared cache, and app data, and it’s still failing the same way. Hot and cold restarts of home base. No, I’m not going to wipe my data.
Hi , having same issues , I have a doorbell T8210 and a eufy cam 2c , the Homebase 2 is on same firmware and same subsystem auto update 5/27.
None of the clips will play and before finding this post I cleared the storage and reformatted the storage as I was unable to play any clips. I can access and view live feed from both devices and also record via the app which is the latest version.
Thanks
Mick
Hello, Thanks for all the response. Here is the update I have gotten from Eufy support today. So, hopefully this issue should get fixed soon with next release of Eufy app.
"Thank you for your latest message and for sharing your observations regarding the video playback behavior. We completely understand how frustrating it is when recorded videos are inaccessible after the recent firmware update.
I’d like to provide some clarity and reassurance: our engineering team has identified the issue and a fix is included in the upcoming eufy Security App update (version 6.0.50). This update is scheduled to roll out on June 15, with a full release expected by June 20. Once the update is installed, it should resolve the playback and decryption issues you have experienced.
At this moment, there is no supported method to force a firmware downgrade, so we kindly ask for your patience for a few more days until the update is released. We truly appreciate your understanding and cooperation while our team finalizes the fix.
Please rest assured that your case remains a priority, and as soon as the update is live, we encourage you to install it and confirm whether the playback issue is resolved. If you encounter any further problems afterward, we will assist you immediately.
We greatly appreciate your patience and the detailed information you’ve provided—it has been extremely helpful for our technical team.
"
