Dash Cam Troubleshooting

Samsara Dash Cams are designed to reduce high-risk behaviors, such as distracted driving and tailgating, lower safety-related costs, and provide deep visibility into fleet operations. Install the CM-series Dash Cam using the appropriate installation instructions and ensure the dash cam has been activated in the Samsara dashboard.

If you experience an unexpected dash cam behavior, review the Camera Health Report or see the following symptoms to troubleshoot your issue.

Tip

Most connectivity issues can be resolved by disconnecting and securely reconnecting the dash cam cable to the Vehicle Gateway (VG).

If your observed issue is not listed or the issue persists after performing troubleshooting instructions, contact Support.

Dash camera not recording

1. Disconnect and reconnect the USB connection from the Vehicle Gateway (VG). Ensure the connection is seated completely and secure.

   

2. Review the Camera Health Overview Camera Health Report for any Needs Attention action items.

3. Review Dash Cam Recording Logic and the instructions for Video Retrieval to ensure that the dash cam is expected to be recording based on your fleet settings.

4. If the vehicle was on a trip and you do not have Parking Mode enabled, verify that the vehicle was moving at speeds over 5 mph during the video retrieval time period.

5. If the vehicle was not on a trip, verify that Parking Mode is enabled in camera settings and that the retrieval time period is within the Parking Mode recording window.

6. If issue persists, contact Support.

Dash camera showing as Camera Disconnected

1. Ensure the cable from the dash cam to the VG is secure.

   

2. Ensure the VG is connected to power and is in an area with good cellular reception. If you encounter issues with the VG or with the VG connectivity, see Vehicle Gateway (VG) Troubleshooting.

3. If issue persists, contact Support.

Images are black, dark, or blurry

1. Check the camera for any physical obstructions such as tape on the camera lens or a dirty windshield.

2. Review instructions to Test Dash Cam Positioning to confirm appropriate dash cam placement.

3. Review the Camera Function Report for the presence of a pre-existing issue or degradation over time.

4. Unplug the gateway from power source. Reconnect to power after 15 minutes.

Missing trip stills

1. Ensure the cable from the dash cam to the VG is secure.

2. Ensure the VG is connected to power and is in an area with good cellular reception. If you encounter issues with the VG or with the VG connectivity, see Vehicle Gateway (VG) Troubleshooting.

3. If issue persists, contact Support.

Video retrieval failed or unavailable

1. Review Dash Cam Recording Logic and the instructions for Video Retrieval to ensure that video is expected to be available based on your fleet settings.

2. If the vehicle was not on a trip, verify that Parking Mode is enabled in camera settings and that the retrieval time period is within the Parking Mode recording window.

3. If the vehicle was on a trip and you do not have Parking Mode enabled, verify that the vehicle was moving at speeds over 5 mph during the video retrieval time period.

4. Ensure that the dash cam is within storage capacity limits. Review camera settings for information on camera storage options.

No audio in harsh event video

1. Ensure your device has audio recording capabilities.

   Audio capture is available with CM22, CM31, and CM32 dash cameras.

2. Ensure audio is enabled.

No audio in video retrieval

1. Ensure your device has audio recording capabilities.

   Audio capture is available with CM22, CM31, and CM32 dash cameras.

2. Ensure audio is enabled.