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Dashcam Not Connecting

A dashcam may remain offline even after the device has been configured with the Trakzee server details and added to the platform.

The issue can occur due to an incorrect Device ID, incorrect server/protocol configuration, lack of network connectivity, SIM/APN issues, or M2M SIM restrictions such as IP whitelisting.

Example Questions

    • Why is my dashcam not connecting to Trakzee?
    • The dashcam is powered on, but it is still offline. What should I check?
    • Why is the dashcam not communicating with the configured server?
    • Which server and port should be configured on the dashcam?
    • Why is the dashcam showing dial failure?
    • Could the SIM or network be preventing the device from connecting?

Symptoms / How to Identify

  • Dashcam is powered on but remains offline on Trakzee.
  • Device does not send data to the platform.
  • The device's last seen time may reflect data from another primary device if the dashcam is configured as a secondary device.
  • Device-side network status shows Dial Failure instead of Dial Success.
  • Changing the device configuration does not establish communication.

Information Required Before Troubleshooting

Collect the following details from the client:

  • Device ID configured on the platform and device.
  • Device model and protocol being used.
  • SIM type (regular SIM or M2M SIM).
  • APN configuration.
  • Device server configuration screenshot.
  • Device network/dial status screenshot.
  • Configured Trakzee server IP and port.
  • If applicable, whether the device is configured as a primary or secondary device.

Troubleshooting Steps

  1. Verify the Device ID
    • Confirm that the correct Device ID is configured on the platform.
    • Do not use the IMEI in place of the Device ID if the device requires a separate Device ID for communication.
    • Compare the Device ID shown on the device with the one configured in Trakzee.
  2. Verify Server Configuration
    • Confirm that the dashcam is configured with the correct Trakzee server IP, port, and supported protocol.
    • Verify all server parameters from the device configuration screen.
  3. Check Device Network Status
    • Review the device's network/dial status.
    • Dial Success indicates that the device has established network connectivity.
    • If it shows Dial Failure, investigate the SIM, APN, network coverage, or data connectivity.
  4. Verify SIM and APN
    • Confirm that the SIM has an active data connection.
    • Verify that the correct APN is configured on the device.
    • If using an M2M SIM, confirm that the SIM provider allows communication with the configured Trakzee server.
  5. Check IP Whitelisting
    • For M2M or restricted-network SIMs, confirm that the required Trakzee server IPs have been whitelisted by the network provider.
    • Verify both the main server and media server IPs when required for the device's functionality.
  6. Verify Communication on the Platform
    • Once the device has network connectivity and the correct configuration, check whether data is being received on Trakzee.
    • If the device is configured as a secondary device, verify the secondary device's own communication status rather than relying only on the primary device's last seen information.
  7. Verify Streaming
    • After the dashcam is successfully communicating with the platform, verify whether live streaming and other camera-related functionality are working.

Possible Cause

  • Incorrect Device ID configured on the platform or device.
  • Incorrect server IP, port, or protocol.
  • Device has no internet/data connectivity.
  • Incorrect APN configuration.
  • SIM/network provider issue.
  • M2M SIM requires server IP whitelisting.
  • Device is configured as a secondary device and its status is being confused with the primary device.
  • Device-side network status shows Dial Failure.

Resolution / Action

First verify the Device ID, server configuration, protocol, SIM, APN, and network status. If the device shows Dial Failure, resolve the SIM/network connectivity issue before investigating the Trakzee configuration further.

For M2M SIMs, confirm that the required Trakzee server IPs are whitelisted by the network provider. Once the device shows Dial Success, verify that data is reaching Trakzee and then test live streaming.

Note: In the reported case, the issue was ultimately caused by the SIM/network connectivity. Replacing the affected SIM with a working SIM and updating the APN restored communication.