Video Retrieval

Step 1 

Advise customer to use Remote Cloud Video to obtain events with play button to upload available videos. If customer with or without SD card cannot view or obtain videos from Raven itself or applicable SD card. Verify the type of SD card and where they purchased it. Ensure they are using a micro-USB cable with data/ power capabilities connecting to a Windows-based computer.

Step 2

If the internal storage or SD card overwrote the data then remote video retrieval is unavailable and opaque play icon appears. Send instructions from support site for how to retrieve video after an accident or how to get continuous videos from physical hardware.

https://klashwerks.zendesk.com/hc/en-us/articles/360003416134-How-do-I-get-my-continuous-full-video-recordings

https://klashwerks.zendesk.com/hc/en-us/articles/360019470894-HOW-TO-RETRIEVE-RAW-VIDEOS-AFTER-AN-ACCIDENT

Step 3

(Applicable to agreed upon support deal with reseller.)

If further SD card examination is required, escalate by submitting a support ticket. Raven log file examination may be required if media write failure occurred.

Support Tool

Determine SD Card Type: Raven->Side Panel->SD Card

Raven Dev Ops

DEV OPs will investigate the account if there are issues uploading videos.