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  2. Hardware
  3. Troubleshooting

Unable to Access Dashcam Videos

Updated

Symptom: Dashcam video retrieval via USB cable

Unable to access dashcam videos from the Fleet Dashboard.

Cause

  • Damage to the vehicle, dashcam, or the Vehicle Gateway
  • Connectivity issue between Vehicle Gateway and the dashcam

Solution 

There is an alternative way to retrieve the footage. Plug the dashcam into a computer or laptop to access the videos directly. Motive Smart and AI Dashcam are designed as plug-and-play devices, making it easy to retrieve the footage when needed.

Note: In case, the dashcam is damaged please contact our safety support team at 855-434-3564 or email us at support@gomotive.com.

 

This is the Way to Plug in USB Cables Right Every Time | Beebom

Note: The Time stamps provided on the Dashcam Video Files are in UTC Time*

 

This process allows you to access all available footage on the dashcam which can be used in cases where you are uncertain about the time of the incident/accident.

  1. Note the local time and time zone of the reported event.
  2. Convert the local time of the incident to UTC.
    You can use this time zone converter for help.
  3. Install VLC Media Player on your system (if not already installed).
  4. Connect the dashcam to your laptop or PC using the USB cable.
  5. Locate the Dashcam in ‘My Computer’ or ‘This PC’.
  6. Once connected, the dashcam will appear as a removable storage device (similar to a USB drive).
    • Open the device and look for the folder that stores the video files. This folder is usually named DCIM, VIDEOS, or MOVIES.
  7. Browse through the video files.
  8. Files are listed in the format YYYY-MM-DD for the date and HH-MM-SS for the time.
  9. Find the file with the timestamp closest to the desired UTC timeframe.
    • Note: Each video file is 10 minutes long.
  10. Copy the required videos to your system for review.
  11. Safely unplug the dashcam from your computer when done.
Note: Make sure to unplug the dashcam once the videos have been retrieved successfully. If the dashcam stays plugged in, it keeps getting power from your system and it may override existing videos on the dashcam storage.

9. Play the videos using a VLC player.

Note: If the issue continues, please share a screenshot or a small video of the Fleet Dashboard behavior and email it to support@gomotive.com to get it resolved.

If Dash camera Cable is cut:

If the cable of your Dash camera is cut and you're unable to connect it to your computer, please email us at support@gomotive.com. Once we receive your email, we will send you a return label for that  specific Dash camera. Our technicians will carefully assess the condition of the camera and will do their best to recover any footage. 

 

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