| Audience |
Fleet Admins, Fleet Managers |
| Applies to | Dashcam, AI Dashcam |
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. |
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Note: When requesting a video from your Fleet Dashboard, it is crucial to ensure that the vehicle engine is running and that both the Vehicle Gateway and dashcam are connected (power on). If any of these conditions are not met, the video will fail to upload to your Fleet Dashboard. This simple precaution ensures that you get the required footage for effective fleet management and safety monitoring. |
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 - please use this link.
3. Install VLC Media Player on your system.
4. Plug the dashcam USB cable into your laptop or PC.
5. Browse through the video files, they are listed in YYYY-MM-DD format, and for time it is HH-MM-SS. (Locate the file with the filename closest to the desired timeframe in UTC)
6. Each video file is a 10-minute long video.
7. Copy the required videos to your system.
8. Unplug the dashcam.
| 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. |