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J. J. Keller Support Center

Video Recall

Because the video camera continuously records video while the vehicle ignition is on, the Video Recall function gives the ability to recall video at any specific time that the camera was recording. This is useful when a user wants to review video footage when an actual video event was triggered by the system.


To access, go to the Video tab in the left hand menu and select Recalls.


Use the links below to jump to a specific topic:

View Recalled Videos  |  Request/Recall a Video  |  Recalled Video Actions  |  Check the Status of  a Recalled Video


View Recalled Videos

There are two ways to view previously recalled videos: directly in the Video Recalls tab, or within Video Events if they were promoted to a video event.


View in Video > Recalls Tab

The videos you have recalled will populate in the recalled videos screen, given that there were video events available in the specified timeframe. You can filter to select specific vehicles and start/end dates.        


Note: When filtering the Time column, both To and From must have a value selected.


View in Video Events Tab

Navigate to the Video Events page from the VideoProtects side menu. Change the Event filter to view just Promoted Video Recall events, and enter the Start and End Date values to view the recalled video/s within a desired timeframe.





Request/Recall a Video

To request/recall a video, click Request Video located at the top right of the Video Recalls page.


It is important to know the date of the event and the approximate time the event occurred. Identify the vehicle, event date, event time, and duration to pull footage from before/after the selected event time. (A total of 2 minutes of footage could be retrieved.) Click Confirm when finished.



Note: The camera must be Online for the request to process. If the camera is not powered On within 7 days of your request, or if your request is Pending for 7 days or longer for any reason, please try again.  If the vehicle is currently powered on, the video will be retrieved soon. If the vehicle is not powered on, the video will be retrieved when it is powered back on.

When the video recall request has been processed, it will populate on the Video Recalls page. Note: You may need to use the filters at the top (by date or vehicle, etc.) in order to find the specific recalled video.


Recalled Video Actions

There are several actions you can take with a recalled video: Promote or Delete.

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The Promote button will “promote” a recalled video into the same workflow of a generated event where it can be analyzed, scored, etc.

(See Promote a Recalled Video for more information.)

The Delete button deletes the video from the recalled videos list.


Click the ellipsis next to the desired video event date.




Check the box next to the video event/s you would like to Promote or Delete.



Video Recall Details Page

Click on the event date to open the Video Recall Details.


Note: Only Recalled Videos that are in the Complete status can be Promoted or Downloaded. (See below.)


Check the Status of a Recalled Video

On the Video Recalls page, locate the Request Status column.



Status What it means Causes
Completed The video has been recalled. You can now review the video and its details. --
Pending Request to recall was recently made

1. Will show as pending for 5-15 minutes before the video is acquired (assuming the camera is currently on)

2. Camera is not actively on, the request is queued for the offline camera

Failed, Device not found, retry timeout exceeded A video was not found at that time, potentially a server issue

1. Camera has not been installed yet, there are no videos

2. 24 hours has passed since the request was made and camera has not turned on 

3. Potential issue with the server

Failed, No Video on Device A video was not found at that time

1. Camera was not turned on during the timeframe of the requested video

2. SD card has already looped (it can only store about 6-7 days' worth of videos before it starts to overwrite)

3. 24 hours has passed since the request was made and camera has not turned on 


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