I've created a custom rule and enabled the media settings. I have an email notification when the rule is broken and inserted the video event link in the template
When i click on the event via the notification and it brings me to the exceptions page, when i click on the exception video option i get a black square that says video unavailable
Does anyone know why this is and are there any troubleshooting steps?
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Hi, User.
The “Video Not Available” error on Geotab GO FOCUS cameras occurs when the system records a rule or event, but the platform is unable to process or receive the media file stored on the camera.
The steps are:
1. Check the Rule Settings in MyGeotab
Go to Rules and Groups > Rules.
Edit the rule that triggered the event (pencil icon).
On the Media Upload tab, confirm that the selected option is Video (if it is set to Notification or Photo only, the player will display a black screen).
2. Confirm Hardware Connection and Power
Engine Power: GO FOCUS cameras rely on power from the GO device. If the engine was off or in deep sleep mode during the upload attempt, the video will not be transmitted until the vehicle is restarted.
Cell Service: If the event occurred in an area with no signal or in a tunnel, the camera cannot upload the clip in real time. The file remains in the internal memory (128 GB) and will be uploaded as soon as the vehicle regains 4G/LTE coverage.
3. Device Assignment and IOX Integration
Make sure the IOX-CAMERA harness/cable or the direct connection to the GO device is not loose.
Under Maintenance > Devices, verify that the GO FOCUS appears correctly linked to the serial number of the corresponding GO device.
4. Manual Video Request (Buffer On-Demand)
If the automatic event upload failed, you can manually retrieve the video if the cam
To fix the issue with the black square that says "video not available," make sure of the following:
1. Go to Rules and Groups > Rules, click the pencil icon on your rule, and check on the Media Upload tab that the media type is set to Video.
2. Make sure the camera is on and has cellular connection at the time of the event so it can upload the clip.
3. If you use Surfsight cameras, check in the Surfsight add-in that the specific rule is enabled to trigger video events.
Hi, User.
The “Video Not Available” error on Geotab GO FOCUS cameras occurs when the system records a rule or event, but the platform is unable to process or receive the media file stored on the camera.
The steps are:
1. Check the Rule Settings in MyGeotab
Go to Rules and Groups > Rules.
Edit the rule that triggered the event (pencil icon).
On the Media Upload tab, confirm that the selected option is Video (if it is set to Notification or Photo only, the player will display a black screen).
2. Confirm Hardware Connection and Power
Engine Power: GO FOCUS cameras rely on power from the GO device. If the engine was off or in deep sleep mode during the upload attempt, the video will not be transmitted until the vehicle is restarted.
Cell Service: If the event occurred in an area with no signal or in a tunnel, the camera cannot upload the clip in real time. The file remains in the internal memory (128 GB) and will be uploaded as soon as the vehicle regains 4G/LTE coverage.
3. Device Assignment and IOX Integration
Make sure the IOX-CAMERA harness/cable or the direct connection to the GO device is not loose.
Under Maintenance > Devices, verify that the GO FOCUS appears correctly linked to the serial number of the corresponding GO device.
4. Manual Video Request (Buffer On-Demand)
If the automatic event upload failed, you can manually retrieve the video if the cam