Introduction
Motive is introducing a new sub-status for AI Dashcam under Other issues called Device stopped communicating. This indicates USB communication issues with the Vehicle Gateway. Previously these issues were classified under camera disconnects, this sub-status now distinguishes USB communication issues from physical cable disconnects, improving issue identification and targeted troubleshooting.
What’s New?
Device Hub now explicitly captures cases where AI Dashcam connects to the Vehicle Gateway but fails to enumerate correctly, resulting in missing recordings or device non-recognition.
- New status for AI Dashcams: Device Hub now surfaces a dedicated Device stopped communicating status for AI Dashcams that are powered on but cannot be detected by the Vehicle Gateway over USB, instead of showing these cases as generic disconnects or other issues.
- Updated hierarchy for Other Issues: The Other Issues status and filter in Device Hub are now split into two clear sub-statuses:
- Device stopped recording: Dashcam at 0% recording state.
- Device stopped communicating: Dashcam with USB communication issues.
- Timestamps: Device Hub tracks when a camera first entered the Device stopped communicating state.
- Targeted troubleshooting guidance: For Device stopped communicating, Device Hub provides status-specific recommendations (for example, pinhole reset, checking the USB connection at the gateway), distinct from guidance for physical disconnects or recording issues.
- Consistent behavior across surfaces: Addition of two sub-statuses under Other issues remains consistent across all surfaces of the Fleet Dashboard and Fleet App surfaces (e.g., Fleet View, Admin vehicle pages, Safety Hub Cameras tab, and applicable Fleet App device sections).
How does this help our customers?
- Clearer diagnosis: Fleets and support teams can immediately see whether an issue is a physical disconnect or a USB/communication problem, so they choose the right troubleshooting path.
- Reduced camera downtime: By applying the correct fix first (such as a pinhole reset and cable and power checks for disconnects), fleets can shorten time-to-resolution and get cameras recording again faster.
- Improved reporting accuracy: Separating communication issues from true disconnects removes false positives from USB disconnect reporting, allowing device status reports to better reflect actual hardware issues rather than mixed communication.
Rollout Plan or Feature Go-Live date?
Feature Launch Date: 05/12/2026
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