Troubleshooting: Surfsight add-in for MyGeotab

The following table suggests solutions for issues that may arise when working from the MyGeotab portal:

Issue/question

Possible cause

Suggested solution/explanation

I'm only receiving Surfsight events and not MyGeotab events.

The relevant rules to trigger MyGeotab events aren't enabled.

In the Surfsight add-in, you have the option to determine from which device the video events will be triggered - from the AI-12 dashcam, the MyGeotab GO Device, or both. The Video Rules tab of the add-ins controls the video events that are triggered by the GO Device and the Camera Rules in the Vehicles tab control the video events that are triggered by the dashcam.

Make sure that the correct video rules are enabled to trigger the video events from the GO Device (MyGeotab events).

I can't find MyGeotab risky driving events

The relevant rules to see dangerous driving events are not enabled.

Check your MyGeotab Exceptions to see if the rules are enabled. Rules that are enabled in the MyGeotab Exceptions will be available to turn on or off in the Video Rules tab in theSurfsight add-in. Also, check that your GO Device service package includes Exception Rules.

There is no live video button next to my dashcam in the MyGeotab portal.

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 live video button next to my dashcam in the MyGeotab portal.

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 MyGeotab portal 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 don't see recordings or event 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.

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

The user doesn't have the proper user permissions.

Verify your user permissions.

Events aren't being triggered.

The dashcam isn't calibrated properly.

Calibrate the dashcam. Make sure the vehicle is parked on a flat surface during calibration.

Events are being triggered when no event actually occurred.

The dashcam isn't calibrated properly.

Calibrate the dashcam. Make sure the vehicle is parked on a flat surface during calibration.

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