Footage Retrieval
Footage retrieval allows you to request a recorded clip from a dash camera and watch it on the Traknova platform or download it as an MP4. Because footage is stored on the camera's SD card — not continuously uploaded to the cloud — the vehicle must be powered on during the retrieval process so the camera can connect and transfer the recording.
How it works
When you submit a footage request, it runs as a job that moves through a series of stages. Two steps require manual action from you; everything after is handled automatically.
Scheduled → Instructions Sent → Awaiting Device → Awaiting Transfer
→ Transferring → Transfer Complete → Generating MP4 → Complete
Step-by-step
| Step | Status | Who acts | What to do |
|---|---|---|---|
| 1 | Scheduled | You | A request has been created. Click Continue to proceed. |
| 2 | Instructions Sent | You | Notify the driver to turn on the vehicle and keep it running. Click Continue once done. |
| 3 | Awaiting Device | Automatic | The system is waiting for the camera to connect. Keep the vehicle on. |
| 3a | Searching for Footage | Automatic | The system is confirming the footage exists on the camera before starting the transfer. Keep the vehicle on. |
| 4 | Awaiting Transfer | Automatic | Camera is connected. Waiting for the transfer to begin. Keep the vehicle on. |
| 5 | Transferring | Automatic | Footage is being transferred. Do not turn off the vehicle. |
| 6 | Transfer Complete | Automatic | Transfer finished. The driver can now turn off the vehicle. |
| 7 | Generating MP4 | Automatic | The footage is being processed into a downloadable video file. |
| 8 | Complete | — | The footage is ready. Download and review it. |
Steps 1 and 2 require manual action. Everything after is handled automatically.
What to tell the driver
When the job reaches Instructions Sent, communicate this to the driver:
"Please turn on the vehicle and keep it running until we advise you otherwise. We are retrieving footage from the dash camera and cannot do so while the vehicle is off."
The driver can turn off the vehicle once the status reaches Transfer Complete.
Limits
- Footage can only be requested for recordings within the last 12 days.
- The maximum footage window per request is 10 minutes.
- Only one active request per camera is allowed at a time.
- A request will expire if the camera does not come online within 6 hours.
When something goes wrong
| Status | What happened | What to do |
|---|---|---|
| Expired | The camera did not come online within 6 hours. | Make sure the vehicle is on, then create a new request. |
| Footage Not Found | The system checked the camera and confirmed no recording exists for that time window. | Try a different time range — the camera may not have been recording. |
| Insufficient Footage | The transfer completed but no usable footage was found. | Try adjusting the time range. Contact support if the issue continues. |
| Generating MP4 Failed | Footage transferred successfully but the video file could not be created. | Contact support — the footage may be recoverable. |
| Failed | An internal error occurred. | Try again. If the issue persists, contact support. |
| Cancelled | The request was manually cancelled. | Create a new request if footage is still needed. |
Common problems
The job has been at "Awaiting Device" for a long time.
The camera has not connected. Try the following:
- Confirm the vehicle is on.
- Check the G40 unit has two lights showing.
- The SIM card in the camera is active and has mobile data coverage.
- Make sure the vehicle is not parked underground or in a location with poor signal.
- If signal is poor, ask the driver to move the vehicle to a different location and wait a minute for the camera to reconnect.
I requested footage but got "Footage Not Found".
No recording exists on the camera's SD card for that time. This can happen if the camera was off at the time, or if the SD card has been overwritten by newer recordings. Try a different time range.
I can't create a new request — it says there's already an active one.
Only one footage request can run per camera at a time. Wait for the current job to reach a completed or failed state before starting a new one.
Need help?
If a job is stuck or something doesn't look right, contact Traknova support with your Job ID and the camera IMEI. This allows us to look up the job directly and diagnose the issue.