DriveCam Technical Support
DriveCam Technical Support is available 24 hours a day, 7 days a week at the following toll-free numbers (U.S. & Canada):
Commercial Fleet Customers
- Call: +1.866.910.0403
- Email: support@drivecam.com
Family Customers (Teen Safe Driver & DriveCam for Families Programs)
- Call: +1.866.614.3149
- Email: support@teensafedriver.com
International Customers, please call:
- France: 0800.918645
- Ireland: 1.800.657219
- South Africa: 080.09.8110
- United Kingdom: 08.082344804
Warranty Repairs
New DriveCam video event recorders come with a limited warranty. Technical support can help you check on the warranty status of your video event recorder. If you experience any problems with your video event recorder, please contact Technical Support at one of the numbers listed above for assistance and to get authorization to return your video event recorder for replacement.
Out-of-Warranty Repairs
Even after a video event recorder is out of warranty, repair services are still available through DriveCam’s authorized third-party repair centers:
- DCII Video Event Recorder
- DCII video event recorders may be repaired by contacting Product Support Services
- DC3 Video Event Recorder
- DC3 video event recorders may be repaired by contacting TestTech.
Frequently Asked Questions
Q. How do I contact Technical Support?
A. Technical Support can be reached by calling 866.910.0403.
Video Event Recorder Questions »
DriveCam Online Questions »
Video Event Recorder Questions
Q. What does the DriveCam Video Event Recorder capture?
A. DriveCam’s Video Event Recorders (VER) continually record driving data and provide continuous feedback to the driver. Additionally, video and audio – focused on the road outside the vehicle and on the driver – are continually recorded on a short loop but only stored when the vehicle exceeds a preset threshold (e.g. hard braking or a collision). Recorded video and audio includes up to 8 seconds before an event and 4 seconds after.
Q. What can activate the VER to store an event?
A. There are many reasons why a VER will record a video event. Some of these are related to risky driving behavior, such as abrupt changes in speed or direction, which can indicate erratic or distracted driving; stopping, slowing or changing direction in a very short time could indicate a shock caused by a collision. There are also many regular driving conditions that are unrelated to risky driving that can cause a VER to store an event, including rough, uneven roads, or entering or exiting a drive-way. Additionally, all DriveCam VERs have manual buttons that can be used by the driver to activate the VER in case of an event. Some installations also have remote manual switches that are used to activate a VER remotely.
Q. What happens to events that are found not to be due to risky driving?
A. Events that are found not to be due to risky driving are stored on the VER until the space is needed for another event. This is a first in – first out system. This means that when the VER needs more space, it overwrites the oldest non-risky driving event first.
Q. What does it mean if my VER has no LEDs lit?
A. If your vehicle is parked and the ignition is off, then your VER may have hibernation turned on. Hibernation is used to reduce the load on your vehicle battery when it is not in use. If your ignition is on and the LEDs on the VER are not lit, there may be a problem with your wiring or your VER. If this is the case, please inspect the wiring to make sure the connections are in place and there is no damage; then contact DriveCam Technical Support at 866.614.3149.
Q. What does it mean if the LED is lit green on my VER?
A. A green light indicates that there are no events or warning messages on the VER and it is ready to record events and warning messages.
Q. What does a single red lit LED on my VER mean?
A. A single red lit LED means that there is one or more events or warning messages on your VER. Any events or warning messages will download the next time your VER communicates back to DriveCam.
Q. What does it mean if both LEDs alternate on and off red lights?
A. This indicates an error on the VER. Some of these errors can be cleared by power cycling the VER, others will require the VER to be replaced. Please unplug the VER and plug it back in; wait for the VER to finish booting. If the alternating flashing red returns, please contact DriveCam Technical Support.
Q. What does it mean if a single LED flashes red-green for a short time and then the LED stays on red?
A. The flashing red indicates that an event is being stored. The solid red indicates that the event is stored and waiting to download.
Q. What does it mean if a single LED flashes red-green for a short time, the LED stays on red for a short time and then turns green?
A. This pattern indicates that the VER stored an event and, after analyzing it, found that it was not likely to be related to risky driving. The VER flagged the event as filtered. The green lit LED indicates that there are no risky driving events and no warning messages to download.
Q. What are warning messages?
A. Warning messages are related to the status and health of the VER. The most common warning message is an indication that power was lost to the VER.
Q. The LED on my VER was solid red last night, this morning it is green. Why don’t I see any new events?
A. It can take up to one business day from the time of download for events to become available and ready for your use. It is also possible that the LED was lit red to indicate that a warning message was waiting to download.
Q. One of the LEDs flashed on and off red for a long time and then turned green. What was happening?
A. This light pattern indicates that the VER was communicating to DriveCam and, most likely, sending events. Normally, this process only takes a few moments, but if there are many events or if cell signal is weak, this can take much longer.
Q. My vehicle was involved in a collision and I do not see any related events. Where is my clip?
A. Please contact Technical Support immediately so we can start the process of looking for any data related to the event.
Q. The LED on one of my VERs has been red for a few days. What’s wrong?
A. The VER may not have a strong signal where it is parked.
If this is a cellular VER:
- After 3 days, it will enter a roaming-enabled mode where the VER will attempt to download during the day as the vehicle is driving around.
- If it has been 5 or more days, move the vehicle to an area with a strong cell signal, then hold down one of the manual trigger buttons on the VER for 10 seconds to force the VER to try to call in. The download process should start within 5 minutes of pressing the button.
If this is a WiFi VER, move the vehicle to a known area with a strong WiFi signal and hold down one of the manual trigger buttons on the VER for 10 seconds to force the VER to try to call in. The download process should start within 5 minutes of pressing the button.
Q. The LED on many of my VERs have been red for a few days and I have not received any new events recently. What’s wrong?
If your fleet has cell VERs please contact Technical Support.
If your fleet has WiFi VERs:
- Verify that the Wireless Access Point (WAP) is powered.
- Verify that the event mover PC is powered on. If the PC is powered on, reboot the PC. If the PC was not powered on, Power on the PC.
- Once the PC has completed the boot cycle, login and verify that the PC is able to access the Internet. If the PC is unable to access the Internet, please contact your internal Network support staff.
- Once Internet access has been verified, launch the Event Mover Monitor application.
- Click on Start
- Select Programs
- Select the “DriveCam” application folder
- Select the “HindSight” application folder
- Select the “HindSight Event Mover Monitor” application
Make sure that the “HindSight Event Mover”, “HindSight USB Event Downloader” and the “HindSight Wireless Event Downloader” services are all started. If any of these are not started, click on the button next to the service that has not started. If the three services have been started and the HindSight Communications Services shows a status of “Disconnected”, contact Technical Support.
If the three services have been started and the HindSight Communications Service shows a status of “Connected”, note the number of events waiting to move. If the number of events is 0 and there has been an unusual length of time since your last new event, contact Technical Support.
If the number of events waiting to move according to the “Event Mover Monitor” is more than 0, watch to see if the event count is decreasing. If the event count is decreasing, then you should soon see new events show up for coaching. If the event count is not decreasing, please contact Technical Support.
Q. What is DriveCam Online?
A. DriveCam Online (https://online.drivecam.com) is the Web Service where you will access all DriveCam-related information for your fleet. This is where you will go to view and coach events, set up new drivers, coaches and safety managers.
DriveCam Online has dashboards to highlight successes and areas that may need attention and a Trends section to help you chart progress. You will also find extensive help information available from the Help link.
Q. What are the minimum system requirements for DriveCam Online?
A. DriveCam Online Minimum System Requirements
- Intel 2.66 GHz Pentium 4 or equivalent processor
- 512 MB RAM (1 GB or more recommended)
- 100 Mbps Network Interface Card
- 128 kbps Internet connection (512 kbps or higher recommended)
- Onboard video using shared system memory at 1024×768 resolution (dedicated video card with 128 MB RAM at 1280×1024 resolution recommended)
- Audio Sound Card
- Microsoft Windows XP, Windows Vista or Windows 7
- Microsoft Internet Explorer 7.x or higher
- Network connection that permits streaming video
- Microsoft Silverlight 4.0 or higher is recommended for enhanced video and event mapping functionality
Q. I forgot my user name, how can I get it again?
A. Your username for DriveCam Online is usually your email address. If that does not work, please contact Technical Support.
Q. I forgot my password, how can I get it again?
A. You can start the processes to change your password from the “Forgot your password” link on the login page. Or you can use this link https://online.drivecam.com/ForgotPassword.asp. Enter your user name, click continue and an email with directions for completing the process will be sent to you.
Q. I was working in DriveCam Online when the Web application suddenly kicked me out. What’s going on?
A. Sometimes sessions with Internet services can be disrupted; this is usually akin to a dropped phone call. Log in again and continue with what you were doing in DriveCam Online.
Q. I try to login, but after a few seconds I get kicked back to the login screen. What should I do?
A. Please contact Technical Support and let us know you are having trouble logging into DriveCam Online.
Q. I am trying to watch an event from a few months ago, but I get a message that the event is not available, what is going on?
A. We store events online for 90 days. Events older than 90 days are archived for an additional 275 days for a total of one year. Since events are only stored online for 90 days, we strongly recommend that you download and save multiple copies of any critical events.
Q. I did not download a copy of a critical event and now it is past 90 days. How can I get a copy of that event?
A. Contact Technical Support and let us know you need an event restored; there will be a charge for each event recovered from the archive.
Q. I am watching a clip on DriveCam Online and the video image is small. How can I make it larger?
A. There is a button on the lower right-hand corner of the playback window with four arrows coming out from the middle (if you hover over it with your mouse pointer, a hint shows that says “open to full screen”). Click this button. You can exit full screen by clicking that same button again.
Q. I watched a clip in full screen, but there is something in the clip that I want to make clearer. How do I enhance the video so I can see more detail?
A. This is something commonly done on TV and movies. However, there is nothing that can be done to increase the visible detail on an existing video.
Q. Information in my report does not seem to match what I am seeing in DriveCam Online. Why?
A. Please contact Technical Support for assistance in verifying information in the reports. Technical Support can be reached by calling 866. 910.0403.