🧭 Quick reference
Check this before opening a category. Most tickets are one of these underlying patterns.
🔌
Power ≠ online. The dashcam is only reachable while ignition/ACC power is live — a parked, key-off truck will read as "offline" with nothing wrong. Ask if the ignition is on before troubleshooting anything else.
🔄
Reseat first, always. Power off → remove SIM and SD card → reinsert → reboot. This alone clears the majority of offline, live-view, and GPS tickets.
🌐
"Offline" and "broken" aren't the same. Always check the internal server status before the platform. Alive on the server but offline on the customer platform is a sync/migration issue, not a device fault.
💾
Footage lives on the SD card, not the cloud. Regular video overwrites on a loop. Only alert-triggered clips upload automatically and stay retrievable long-term. Don't tell customers otherwise.
📍
No command can force a location ping. GPS updates on the device's own schedule while powered. Don't promise an instant refresh.
✅
Verify before you close. Check the fix yourself — server side and platform side — before telling the customer it's resolved.
💡 LED quick-read (3-light devices)
Power (1st)
Device is receiving power
If off: check fuse / OBD connection / wiring first
Network / middle
Cellular connection to the carrier
If off: reseat SIM; check Monogoto signal; consider APN/SIM swap
GPS (3rd)
Satellite lock
If off: reseat antenna cable; confirm open sky, not a garage
🪜 Escalation ladder
🔄 Reboot
→
🔧 SIM / SD reseat
→
🌐 Server vs platform
→
📶 Signal / APN check
→
📦 Warranty replacement