Video Playback Option Not Available in Mobile Application

The video playback option may not be available or accessible in the mobile application even when video playback is working correctly on the device or another video platform.

In such cases, the first step is to verify that the Video option/icon is enabled and available in the mobile application and that the user has completed the required training or configuration for accessing video playback.

Example Questions

• • Why is the video playback option not available in the mobile app?
  • Why can't I access video playback from the mobile application?
  • Why is the Video icon missing from the mobile app?
  • Video playback works on another platform, but not in the mobile app. Why?
  • How can I enable the Video option in the mobile application?

Symptoms / How to Identify

• Video playback works on the device manufacturer's platform but is not accessible from the Trakzee mobile application.
• The Video icon/option is not visible in the mobile application.
• The device and SD card are working correctly.
• The user is unable to access video playback from the mobile app.

Information Required Before Troubleshooting

• Mobile application version.
• User/account details.
• Vehicle/Object name.
• Device model.
• Screenshot of the mobile application.
• Confirmation that video playback is working from the device/manufacturer platform.
• Confirmation that the required video functionality is enabled for the account.

Troubleshooting Steps

1. Verify that the device is functioning correctly and that video recordings are available.
2. Confirm that video playback is working from the device manufacturer's platform, if applicable.
3. Log in to the Trakzee mobile application with the affected account.
4. Check whether the Video icon/option is available.
5. Verify that the required video functionality is enabled for the user/account.
6. If the Video option is not visible, follow the required configuration/training procedure to enable video access in the mobile application.
7. Log in again after making the required changes.
8. Verify that the Video option is now available and test playback.

Possible Cause

• Video option/icon is not enabled in the mobile application.
• Required access or configuration is not completed for the user/account.
• User has not completed the required training/configuration for the video functionality.
• Mobile application configuration is preventing access to video playback.

Resolution / Action

Verify and enable the Video option/icon in the mobile application and ensure the user has the required access and configuration.

Once enabled, log in to the mobile application again and verify video playback.

Note: If video playback is working on the device manufacturer's platform but is unavailable in the Trakzee mobile application, first verify the Trakzee mobile application configuration and video access before investigating the device's SD card or recording functionality.