| Audience | Fleet Admins, Fleet Managers, Drivers/Operators |
| Applies To | AI Dashcam Plus |
This troubleshooting guide is designed to help you resolve common issues with the Motive AI Dashcam Plus. It provides easy-to-follow steps for addressing power, recording, and setup problems, ensuring seamless integration with the Motive Vehicle Gateway.
Below are the common issues that you may encounter with your AI Dashcam.
- How to fix AI Dashcam Plus showing disconnected or frequent disconnects
- Why AI Dashcam Plus videos are pending/not uploading
- How to reboot AI Dashcam Plus
- How to factory reset AI Dashcam Plus
- How to move the AI Dashcam Plus to a new Vehicle
- How to permanently remove AI Dashcam Plus from the Vehicle
- AI Dashcam Plus Battery Backup
- Mounting Best Practices
How to fix AI Dashcam Plus showing disconnected or frequent disconnects
If the Motive AI Dashcam Plus is disconnected or has frequent disconnects, follow the steps listed below:
- Ensure that the Vehicle adapter is securely connected to the AI Dashcam Plus.
- Turn off the engine and disconnect the cable from the vehicle port.
- Reconnect the cable to the vehicle's diagnostic port.
- Start the engine and wait for the AI Dashcam plus light to turn solid blue.
Why AI Dashcam Plus videos are pending/not uploading
The AI Dashcam Plus videos don’t upload if the engine is off.
- Check if the engine is on after you request the videos.
- If not, turn the engine on and wait for the AI Dashcam Plus alert LED to turn solid blue.
- Wait 5-10 minutes for the requested videos to be uploaded.
- Check the web dashboard to view the uploaded videos.
How to reboot AI Dashcam Plus
- Locate the pinhole below the AI Dashcam Plus device.
- Press the pinhole for approximately 5 seconds using a paperclip or the pinhole reset key provided in the box
- The alert LED flashes green when the reboot is successful, indicating that the pinhole reset button can be released.
- Release the pinhole
- The AI Dashcam reboots.
- The light flashes white if the dashcam has a new software update.
- The AI Dashcam Plus alert LED turns solid blue after the reboot.
If not done correctly, you may need to try the pinhole reset multiple times. Repeating the process is recommended if the dashcam doesn’t respond on the first try.
How to factory reset AI Dashcam Plus
- Locate the pinhole below the AI Dashcam Plus device.
- Press and hold the alert button.
- Press the pinhole for approximately 5 seconds using a paperclip or the pinhole reset key provided in the box.
- The alert LED flashes green when the reset is successful, indicating that the pinhole reset button can be released.
- Release the pinhole reset button.
- Continue to hold the alert button for approximately 5-10 seconds.
- Release the alert button.
- The status LED should flash magenta a few times before the dashcam reboots. This is the sign of a successful factory reset.
- The AI Dashcam reboots
- The light flashes white if the dashcam has a new software update.
- The AI Dashcam Plus alert LED turns solid blue after the reset.
How to move the AI Dashcam Plus to a new Vehicle
1. Loosen the main thumb screw of the mount with Allen key wrench.
2. Next, remove the camera from the mount (which remains attached to the windshield).
3. The AI Dashcam is ready to be relocated to another vehicle in your fleet. Spare mounts are included in the AI Dashcam Service Kit or can be ordered from Motive.
4. Once inside the new vehicle, follow the instructions from Getting-Started-with-AI-Dashcam-Plus.
How to permanently remove AI Dashcam Plus from Vehicle
1. Locate the AI Dashcam Plus in the vehicle
2. Unplug the AI Dashcam's cable from the vehicle port (RP1226 or OBD-II or J1939 9-pin).
3. Remove the AI Dashcam's mount from the windshield by loosening the mount adhesive by moving back and forth.
- Isopropyl alcohol can help loosen the adhesive. You can also gently slide a plastic card between the adhesive and the windshield to loosen the adhesive further.
4. Clean the mounting location.
AI Dashcam Plus Battery Backup
AI Dashcam Plus is equipped with a battery. If the battery is fully charged before a microcut or cable damage occurs, the Dashcam can continue recording for 1-5 minutes. The specific recording time depends on the battery's charging status and integrity within the AI Dashcam Plus at the time of the incident.
Mounting Best Practices
- Clean the windshield with the provided alcohol wipes and allow the windshield to dry before adhering the camera.
- When adhering the camera to the windshield, press and hold it firmly for 10-20 seconds.
- Don’t mount the camera in tinted areas of the windshield.
- Lower sun visors are necessary to ensure they don’t obstruct the Driver's view of the inward-facing camera. If installing a road-facing-only camera, this doesn’t apply.
- Ensure the rearview mirror is fully operational and doesn’t obstruct the Driver's inward-facing camera view. If installing a road-facing-only camera, this doesn’t apply.
- Don’t install a camera on a severely cracked windshield without the customer’s consent.
| Note: If the issue persists after following the steps above, please contact Motive support for further assistance. |