On Surfsight cameras, recorded video is stored on an SD card that is accessible for removal. If the camera is indicating that it is not recording on the portal, it may be possible that either the SD card needs to be reformatted or it may need replacement.

We suggest regularly checking your cameras to make sure they are recording. To do so, click Assets. You can see in this example that 2 devices are reporting Not Recording. If this message continues for a day or more, and you know the vehicle is on the road, the device should be checked to see if there is an SD card issue.

To check the Surfsight device SD card, go into the vehicle with the problem and turn the camera on. To do this, shake the camera or tap on it a few times since it is awakened by motion.

On the screen of the camera, there will be an SD card symbol with a line through it if there is an SD card problem:

Let's first try to reformat the SD card. A word of caution before taking this step- once the SD card is reformatted, all video on the card will be lost. Only do this when you know there is no important video that you may want later.

Tap the screen and the security screen will appear. Enter the 4 digit PIN which is 3333 unless you have changed it:

Press the settings button:

Scroll down to Format SD card:

Re-enter the 4 digit PIN if asked to do so. Confirm that you want to  proceed:

The screen will show a spinning icon for a while. When the procedure is complete, this message will appear:

To go back to normal operation, press the Setting button:

Press the Exit button:

If the reformatting was successful, there will be a red flashing button in the bottom left corner:

If the SD card with the line is still there, the SD card will need to be replaced. Remove the SD card and SIM cover with the special screwdriver provided for your Surfsight camera. Unplug the power and make sure the camera is off. Gently push in the SD card and it will pop out of it's holder a little. Carefully remove the SD card and replace it, making sure that the SD card is fully clicked into the SD card holder: