Where is my video footage?
Are you having trouble finding video from a recent incident, or was an incident recently reported by a driver for which you did not receive a high alert notification? Don't panic! This does not necessarily mean that something is wrong with your camera.
The event most likely did not meet the minimum g-force requirement to register as a 'high alert' event. Instead, it is likely that the footage was marked as a 'medium' event and exists elsewhere on your dashboard. Please follow the steps below to help you locate your desired footage:
View/View Pro Clients Video Retrieval:
If you are unable to Request Footage via View/View Pro on your own, you can reach out to support for a video pull. After requesting footage though SureCam Support, you can access footage directly from SureCam View/View Pro via SureCam Plus (Applications tab) once the footage is available.
- Sign into track.surecam.com
- Click the "Applications" tab
- Click "SureCam Plus" from the dropdown under "Applications"
- To the right (in SureCam Plus), sign in with your SureCam Plus credentials (see login details below)
- Once signed in, click "Event Videos" to the left
- Scroll through the list of timestamps and click "View" and/or "Download" to the right of the footage you are looking for
|VTS Credentials - Login Details|
|Note: Your VTS login credentials are the same as your SureCam Plus (Applications tab) login credentials. If you've forgotten your SureCam Plus password, you can click Forgot password? to receive a password reset email.|
If you require further assistance, please reach out to either Support@SureCam.com for our US clients or CustomerServiceUK@SureCam.com for our global clients for assistance retrieving video footage.
VTS 'Medium' Event Video Retrieval:
If you are unable to Request Footage via VTS on your own or if no high incidents were generated, you can check Event Videos for the footage you may need.
'Medium' events for VTS/Travido users can be found in the 'Event Videos' section of your dashboard. You can locate it on the lefthand sidebar.
From there, you will be taken to the following screen where you can find a list of 'Low' and 'Medium' events for a given vehicle, the date and time the incident occurred, and the duration of the video footage. The highlighted sections below show whether the event is 'Low' or 'Medium' and where you can go to upload the selected footage.
To search for events within a specific window of time, you can enter the date and time the incident occurred in the boxes highlighted below to narrow your search results.
Note that navigating directly to the videos tab will pull up a list of your combined vehicles and devices. To narrow your results to one specific vehicle, first navigate to the 'List Devices' tab on the left sidebar.
Click the checkbox next to the vehicle you would like to select, then click through the associated device number to select the vehicle. This will filter your results in all other tabs to information specific to this device until normal search settings are restored.
If you have searched through your list of 'Low' and 'Medium' events and still cannot find the footage you are looking for, please reach out to your Customer Success Representative at Support@SureCam.com (US clients) or CustomerServiceUK@SureCam.com (global clients) for further assistance.