Troubleshooting: Surfsight cloud

The following table suggests solutions for issues that may arise with the Surfsight cloud app:

Issue/question

Possible cause

Suggested solution/explanation

I tried to use the serial number of the device to register it on the Surfsight cloud app, but it didn't work.

The serial number is not used to register devices.

Use the IMEI number of the AI-12 dashcam and not the serial number.

The IMEI number can be found on the sticker on the dashcam itself or on the back of the dashcam box.

I removed the dashcam and then added it back to the same organization. Now I can't find its data history.

When a dashcam is removed from an organization, its data is deleted from the cloud.

Download the data before removing a dashcam. After removing the dashcam from the organization, historic data will be lost from the cloud.

There is no green dot next to my dashcam in the Surfsight cloud app.

Your SIM card is not inserted properly or activated.

Verify that your SIM card is inserted properly and activated.

The network has bad reception.

Perform a speed test through your WiFi hotspot. If the upstream speed is 64 Kbps or less, there could be a network reception issue - contact your SIM provider.

Your SIM card ran out of data.

Perform a speed test through your WiFi hotspot. If the upstream speed is 64 Kbps or less, there could be a data issue - check if you ran out of data.

There is no green dot next to my dashcam in the Surfsight cloud app.

Everything in the dashcam is working, including the SIM card and network speeds.

The IMEI number is incorrect.

Verify that the IMEI number of the camera configured in the Surfsight cloud app matches the dashcam IMEI number.

The IMEI number can be found on the sticker on the dashcam itself or on the back of the dashcam box.

I'm not able to watch my dashcam's live video, even though the dashcam appears to be online.

The user doesn't have the proper user permissions.

Verify your user permissions.

Your cameras are not listed in the Surfsight cloud app.

In the Surfsight cloud app, click on the dashcam and verify that all cameras (front, rear, and auxiliary) are listed and you aren't receiving a "Live video is not available" message.

If the live video is still not working, contact Surfsight.

There is a firewall blocking WebRTC streaming interface.

In the Surfsight cloud app, click the gear button in the live video dialog and switch to HLS Streaming.

The network speed is too low.

Perform a speed test through your WiFi hotspot. If the upload speed is less than 250 Kbps, live video does not work. Contact your SIM provider.

I don't see the list of recordings for my dashcam.

The SD card is an old version or is not properly inserted.

Verify that your SD card is at least Class 10 and is inserted properly.

The SD card isn't recognized.

  1. Format the SD card.

  2. Replace the SD card if formatting doesn't work.

The GPS location of a dashcam isn't available in the maps screen.

The dashcam is mounted in a bad location.

Verify that the camera is mounted with a direct line of sight to the sky.

I want to move a dashcam to another organization. "Device already registered" continuously appears when I try to provision it in the new organization.

The dashcam is still be registered with the original organization.

The dashcam can only be registered under one organization. To move the dashcam from one organization to another, you need to delete the camera from the previous organization and then you can allocate the relevant IMEI number to the new organization.

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