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Video Telematics or Media Gallery Option Not Available

Video-related features such as Video Telematics or Media Gallery may not be visible to a user when the required permissions or rights have not been assigned.

Access should be checked according to the account hierarchy and permission structure to ensure the required rights are available at the appropriate level.

Example Questions

    • Why is Video Telematics not visible to the user?
    • Why is Media Gallery missing from the account?
    • Why can't a user access video-related features?
    • Why is the video option available for one account but not another?
    • How can I provide access to Video Telematics or Media Gallery?

Symptoms / How to Identify

  • Video Telematics is not available in the Reports section.
  • Media Gallery is not visible to the user.
  • Video-related features are available to some users but not others.
  • The required permission is missing from the account hierarchy.

Information Required Before Troubleshooting

  • Affected username/account.
  • Account type and hierarchy.
  • Screenshot showing the missing option.
  • User permissions/rights.
  • Parent account or reseller permissions.

Troubleshooting Steps

  1. Identify the affected account and its position in the account hierarchy.
  2. Check whether the required Video Telematics/Media Gallery rights are available.
  3. Verify the permissions of the parent account.
  4. Ensure the required rights are enabled at the appropriate level in the hierarchy.
  5. Assign the required permissions to the relevant user/account.
  6. Log in again and verify whether the feature is now visible.

Possible Cause

  • Required permission is not assigned.
  • Parent account does not have the required rights.
  • Permissions have not been properly assigned through the account hierarchy.
  • The user account does not have access to the relevant video feature.

Resolution / Action

Verify and assign the required Video Telematics/Media Gallery permissions according to the account hierarchy.

After updating the permissions, ask the user to log in again and verify that the required video-related feature is available.