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J. J. Keller Support Center

For Resellers: Client Involved in Accident and Requests Investigation

This guidance is for Resellers of the VideoProtects® Fleet Camera System for the Geotab® platform. 

1. Please gather the following information:

  • Company name and database name
  • Unit numbers:
  • Camera Serial Numbers (Required to investigate)
    • Serial Numbers are located on the camera's sticker on the side, or in Geotab:VideoProtects> Video> Configuration>Device Associations
  • Date, time, and timezone of the accident (Required to investigate)
    • We also recommend to try and pinpoint the exact time of the incident by using a timestamp from a phone call or having the admin confirm with driver the full details and if there are any indications of a time to be more accurate.

 

2. Is the camera assigned and/or paired to a Go Device correctly?

 

3. Does the Camera have a recent Heartbeat and or Processed Event? (Review FAQs if needed: VideoProtects Frequently Asked Questions - J. J. Keller Support Center (jjkeller.com))

  • Yes: please add this information
  • No: The camera may not be getting a data connection; we would want to confirm if the Red Globe is Lit. Continue to next steps. 

 

4. Is the unit still in service, and running?

  • Yes: Please walk the customer through our Video Recall. This is something they would need to do. When selecting the vehicle, confirm they are seeing the "online" indication next to the Unit number. If the unit is not online, advise that they can still request the Video but it will stay pending until the unit / camera comes online.
  • If the unit is not running, or offline, the camera is not getting power to be able to process Video Recall. Please note: If the event occurred 5 to 6 days ago and the unit has been in continuous use, memory capacity overwrites may occur, potentially hindering our ability to retrieve the requested incident. 

NOTE: If Video Recall shows "Failed, No Video on Device", this indicates that the time being requested does not exist on the memory card. They would want to confirm the time and try a few more recalls around said time to see if any video would come through. Otherwise, this would indicate that there is no Video available, and is past the overwriting time frame. 

 

If you need further assistance, please send all information from Step 1 to supportvideoprotects@jjkeller.com so we can investigate. 

 

IMPORTANT:

  1. If the unit and camera are still being used, the video events do overwrite after approx. 5 - 6 days.
  2. Try Video Recall as soon as possible to avoid missing the overwrite time frame. 
  3. Video Recall can take 10 - 15 min. to process an event depending on the length of the video request.
  4. We recommend only a few recalls at a time, let them process, and then recall more if needed, trying different time options.
  5. We also recommend trying to pinpoint the exact time of the incident (using the timezone where the event occurred) by using a timestamp from a phone call or having the admin confirm with driver the full details and if there are any indications of a time to be more accurate. 
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