Automate safety and performance
Help

FAQs

Below you will find answers to the questions we get asked the most by our customers. You may also be interested in our range of How-to-guides. If you can’t find the answer you need here, please visit the Guide Centre.

Posted 31 May 2022

User Set-Up

How do I create a user account and password?

Log in details will be created for you once you sign up to your CameraMatics subscription. You will receive a form detailing all the information that you need to provide to create the login details successfully.

How do I add additional users to the platform?

Contact [email protected] to request additional login details. A member of our Customer Success team will set up the additional user on your account.

Once I sign up, how can I log into the system?

Once you have received the requested login details, the Customer Success team will contact you to organise training and walk you through logging in and using your new platform.

Driver Behaviour

How can I view how my driver's performance has been?

You can use the App Manager portal that allows you to see the score card generated for each driver based on customisable weightings and parameters.

 

How can I monitor driver behaviour?

G sensor driving events inform you of any incidents that may take place, e.g. harsh braking. This will then provide you with auto uploaded footage and details of the specific events.

Are my drivers able to attach receipts to the application once they have refuelled?

Yes, drivers can submit receipts, enter details of the fuel purchase, and log a photo of the odometer.

How can I see if there are any issues with my cameras or hardware?

Any issues with hardware can be found on the main dashboard page, under the ‘hardware status report’.

What happens if I notice a fault with my Cameras?

If a hardware issue occurs, email the issue to [email protected] and our dedicated Technical Support team will investigate the issue for you.

Does an Engineer always need to be called on site there is a Hardware error?

We analyse each issue on a case-by-case basis. We will always try and resolve issues remotely in the first instance, if it cannot be resolved remotely an Engineer may need to be sent to look at your vehicle.

Why is my vehicle showing an ‘offline fault’?

An offline issue will only appear if your vehicle has not logged any activity for 7+ days. If the vehicle is genuinely not parked up, please contact [email protected]

Vehicle Recording / Footage

How do I access recorded footage?

The recorded footage is stored on the local hard drive in your vehicle. You can access your recorded footage when your vehicle is online through the CameraMatics Suite via your web browser or through the CameraMatics App.

 

Why can't I retrieve my footage?

If a vehicle is offline, you are unable to retrieve/stream footage. The footage is stored in the storage media in the vehicle, not in the cloud. Please ensure the vehicle is online to view the required footage.

 

Do I have access to unlimited downloads?

Each vehicle has a monthly data allowance which is pooled across your fleet. Data usage is affected by streaming and downloading footage. Tracking your vehicles does not dip into your data usage.

 

How can I access specific footage?

In the event of an incident, you would use tracking and accident reporting to pinpoint the exact time and location of the footage you need to download.

 

How can I be alerted on specific movement of my vehicles?

Our platform offers the Geofencing functionality. This means you can set up multiple geofence areas so you are alerted when vehicles enter or exit specific areas.

 

How can I monitor my fleet in real-time?

On the CameraMatics portal, fleet status is viewed through your Dashboard where you can immediately see whether your vehicles are parked up, online, idling and offline. The dashboard also highlights whether there are any issues with your fleet.

 

How can I access specific incidents?

If a specific incident has occurred which requires you to download footage, we recommend using the tracking and speaking to the driver involved in the incident to collect as much information as possible (who, where, which side of the vehicle incident occurred on, time, location, specific information of landmarks, junctions etc.). This enables you to efficiently obtain the key piece of footage.

A driver submitting an Accident Report via the Driver App allows the Fleet Manager to pinpoint the video footage with ease.

To retrieve footage, vehicle must be online (ignition on).

How long does my camera keep recordings for?

Depending on the memory purchased for your device, memory can be stored for approximately 2 weeks. You can download footage to your own computer to keep forever.

 

What is the suggested storage required for my vehicle?

The matrix below provides a suggested duration of storage based on the number of cameras you have installed in your vehicle. This also depends on the frequency of use of your vehicle.

 

128GB 1TB HDD 2TB HDD 4TB HDD
# Cameras (Total Storage Hours) (Total Storage Hours) (Total Storage Hours) (Total Storage Hours)
1 133 1042
2 67 521
3 44 347
4 33 260
5 27 208
6 347
7 298
8 260
9 231
10 417
11 379
12 347
13 321
14 298
15 278
16 260

 

* Vehicle timeout needs to be taken into consideration when calculating operating hours for storage.

Vehicle Grouping

Can I group my vehicles?

Yes. You can create vehicle groups and drag and drop your vehicles (by registration) into the specific groups.

What visibility do I have on my fleet?

  • Full fleet tracking
  • Live Camera viewing
  • Recorded video in the event of an incident.

How do I move a vehicle into a different Depot?

If you wish to change the visibility of your fleet and move vehicles between Depots, please email your request to [email protected] and our Technical Support team will assist you.

Checklists

How do driver assignments for checklists work?

Once a driver is assigned to a vehicle, the system automatically assigns a checklist for the current and following day. Depending on the nature of the fleet, driver assignments can be managed manually or automated.

This is important to mitigate against overdue checklists being generated within the system.

 

Can I edit submitted checklists?

No, once a checklist is submitted, this is not editable as it is a matter of record. Checklists cannot be deleted.

Issues viewing Map View

Troubleshooting

My map view is not working. How can I fix this?

 

  • Please ensure you are using Google Chrome, and this is up to date. You can also clear the cache. To clear the cache, please follow the instructions below:
  • On the CameraMatics portal page, press Ctrl+H
  • Select ‘Clear browsing data’ from the selection on the left of the page
  • Several items will be selected already, which is fine. Just make sure your ‘Passwords and other sign-in data’ is not ticked
  • Press ‘Clear Data’. This step can take a few minutes, depending on how full the cache is
  • Once it has finished, refresh the CameraMatics page and retry the tracking

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