Skip to main content
J. J. Keller Support Center

VideoProtects: Checking Camera Status

To determine the status/"health" of your camera/s, first go to VideoProtects Configuration Device Association

clipboard_eda3eb102f7296b65ec26f801463557b1.png

Locate the Last HeartbeatLast Processed Event, and Connection Status columns.

  • Last Heartbeat: The last time the camera was showing active and online
  • Last Processed Event: Indicates the last time a video was processed or pulled from the camera memory card
  • Connection StatusIndicates if there is/isn't any power going to the camera
    • Online: Vehicle is powered on, camera has power to it, and has a network connection
    • Offline: Vehicle may be powered off; camera may not be plugged in; network issues may be preventing the camera from connecting to the server.

Note: If the vehicle is on or the camera light is green, but the status is displaying "Offline" in Encompass, please email support at supportvideoprotects@jjkeller.com.

clipboard_e8a808afa837294e9dc6f16e99f888791.png

 

WHAT IF MY CAMERA IS OFFLINE?

There are a few things you can check:

  • Is the camera getting power?
    • This is indicated by a green power light on the camera
  • If the camera is not powering on:
    • We have a simple test that would need to be performed to understand what is not working. We need to determine if the camera is not working, or if the power cable is not working. You will need to remove the camera from the current unit and test it in a working unit. This only takes a few minutes to complete.
      • To swap cameras: There is one screw that holds the camera into the mount; this will need to be removed. The camera is then connected via a single plug about 12 inches from the camera. (It may be tucked into the top molding of the truck ceiling, but it should be accessible.) Once unplugged, you can plug the camera into another unit and test the camera. This test will determine what parts need to be sent for replacement. Email the results of the test swap to supportvideoprotects@jjkeller.com.

cam screw - swap.png  dash cam plug - swap.png

  • Do any other icons currently have a light on?
  • If the globe icon is illuminated red, a data connection is most likely not coming through.

redglobe.png

 

 

Other helpful resources:

  • Was this article helpful?