Hi, team.
I have several SurfSight cameras from a client that aren't recording audio, even though the “record audio” option is enabled on these cameras.
However, when reviewing archived videos or viewing the live feed, I can't hear anything.
Do you know what might be causing this or how to fix it?
Best regards
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Hi @danielaramirez-1969 , thanks for raising this. A couple of things are worth checking:
- Surfsight's guidance says audio playback for AI-12 recordings is supported on firmware 3.12 or later. If you don't hear audio in the cloud player, download a recording and check the downloaded file.
- Make sure you're reviewing a video from the front or in-cab camera, rather than a snapshot event or an auxiliary camera; those won't contain audio.
- In the Surfsight add-in, check Vehicles → camera Settings → Record Audio in Front and Cabin for each affected dashcam.
The public guidance I found doesn't clearly specify whether live streams include audio for every model and firmware. Could you share the camera model and firmware version, and whether a downloaded recording has audio? Please don't post camera serial numbers publicly.
Have a good one!
Eishi FUN
References: About recorded audio (https://kb.surfsight.net/hc/en-us/articles/4404336684818-About-recorded-audio) · Dashcam settings (https://kb.surfsight.net/hc/en-us/articles/360019638000-Dashcam-settings)
Could you support me? @EishiFUN
Hi @danielaramirez-1969 , thanks for raising this. A couple of things are worth checking:
- Surfsight's guidance says audio playback for AI-12 recordings is supported on firmware 3.12 or later. If you don't hear audio in the cloud player, download a recording and check the downloaded file.
- Make sure you're reviewing a video from the front or in-cab camera, rather than a snapshot event or an auxiliary camera; those won't contain audio.
- In the Surfsight add-in, check Vehicles → camera Settings → Record Audio in Front and Cabin for each affected dashcam.
The public guidance I found doesn't clearly specify whether live streams include audio for every model and firmware. Could you share the camera model and firmware version, and whether a downloaded recording has audio? Please don't post camera serial numbers publicly.
Have a good one!
Eishi FUN
References: About recorded audio (https://kb.surfsight.net/hc/en-us/articles/4404336684818-About-recorded-audio) · Dashcam settings (https://kb.surfsight.net/hc/en-us/articles/360019638000-Dashcam-settings)
@EishiFUN Thank u Eishi
We checked what was mentioned, but there is still no audio.🥲
@danielaramirez-1969 too bad none of that was it. Probably best to make a support ticket then and see whats going on here. I know Cris mentioned an issue with Go focus Audio the other day so maybe there is some kind of bigger issue going on they can identify. I havent seen anything about that when I look internally though.
@EishiFUN I'll escalate this issue to support, then. Thank you.
To troubleshoot audio issues on Surfsight cameras, check the following:
1. Firmware Version: Audio playback requires firmware version 3.12 or later.
2. Download Test: Download a recording and play it locally; sometimes the audio doesn't play in the cloud player but does in the downloaded file.
3. Camera Type: Make sure to check recordings from the front or cabin camera. Auxiliary cameras and snapshots don't include audio.
4. Settings: In the Surfsight plugin, go to Vehicles > Camera Settings and confirm that Record audio in front and cabin is turned on for each unit.
If the microphone doesn't work after these checks, it could be a hardware issue covered by the warranty (RMA).
@Cristian.hdz.Prime24 Thank u Cris