Frequently Asked Questions

Troubleshooting

There will be times when you follow a link to access video or other vehicle data and the link will not work as expected. Please try asking these questions to help differentiate between a temporary concern and a problem that might need action to initiate a repair:

• Has the vehicle ignition just turned off?
  There is a minute or two’s delay where a vehicle will still be listed as green (on and available) just after the ignition has turned off.It may be worth waiting a moment or two to see if the vehicle has just turned off.
• is the vehicle in an area with poor mobile data connectivity?
  When a vehicle is in a low-signal area, this may affect your ability to connect with and stream or view footage on the cameras, even when the ignition is on. Please wait until the vehicle is in better 4G reception.
• Are you trying to view video from a time when it was not captured?
  When the vehicle was turned off, if it is outside retention periods, if the vehicle was in maintenance, etc, then the system might be working entirely as expected, but video not be available for a specific time period.
• Have you recently requested a big download?
  Although we have a sophisticated high-performance infrastructure, it can still be impacted by periods of unexpected high demand. There is always a delay of anywhere between 5 and 20 minutes for preparing PlayBack links after you request that video be fetched from the camera while the system prepares the link before you can view or share. When the camera is busy, this may also impact your ability to view locally stored footage or live streaming.
• Do you have the right permission level?
  There are different views within Gateway depending on corporate roles (as we understand them). If you cannot view a link, it is possible that you do not have the appropriate permissions in place.
• Have you checked the technology health reports?
  Please access VideoMatics and find the vehicle in the vehicle status table check whether the technology is working correctly.
  

Obviously, you are welcome to contact our support team at any time, but it can occasionally help to save time if you run through the above trouble-shooting steps when assessing whether there is a deeper issue or not.

Why can I not access Instant Playback?

Have you recently requested a video? If so, please wait 20 minutes and then try to view again. It is also possible that the ignition has recently turned off but that this change has not yet registered on our system. Please wait a few moments and check again. If a short wait does not resolve your difficulty, please do contact us.

Why has my download not completed yet?

Video downloads include several checks, compilations, fingerprinting, and data processing to build the complete, context-rich, PlayBack page that you are familiar with. The time taken varies depending on video length, as well as other factors – such as bandwidth. We always recommend accessing video on the camera first (instant review) to highlight the precise timeframe of interest. That way you can minimise the file size by requesting only the footage of interest (2 minutes is usual) and optimise speed of download.

Why can’t I see the date or time in my browser?

If you can’t choose date and time scroll down or choose a different zoom level on your browser display.

What is covered under warranty?

We are pleased to provide a one-year warranty on all technology we supply for your vehicles. This includes manufacturing defects. However, it is important to note that this warranty does not cover accidental or malicious damage. General wear-and-tear is also excluded from the warranty. That is, we will cover labour and parts charges that are needed within the first 12 months after installation, unless these charges relate to replacement wiring or hard-drives, or unless they are needed because of an accident or misuse. Axis cameras have a three-year warranty.

Where are my downloaded videos?

You can access all the requested or automated downloaded videos for the depots/vehicles that you have access in Videomatics or Gateway in multiple places. These are summarised here