Dash Cam Troubleshooting

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Written by Dawn
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Samsara Dash Cams are purpose-built 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 (US Installation Instructions, UK Installation Instructions) and ensure the dash cam is activate in the Samsara dashboard.

CM32-frontback_angle_high.png

If you experience an unexpected dash cam behavior, review the Camera Health Report or use the following table to troubleshoot your issue:

Issue Observed

Troubleshooting Steps

Dash camera showing as Camera Disconnected

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

    plug_in_dash_cam_USB.png

  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. Test the dash cam installation.

  3. Review the Dash Cam 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

  1. Review instructions for video retrievals.

  2. If the vehicle is 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 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.

No audio in harsh event video

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

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