Dash Cam Not Connecting: Troubleshooting Steps
Work through four checks in order: power, mobile network, GPS fix, and cloud connection. Each has its own LED on the Gateway Hub, so the LED color tells you which step is failing.
How the checks work
During installation the system performs four verification tests: power connection, mobile network connection, GPS connection, and cloud connectivity. If any of these fails, it may prevent the device from working correctly. Work through them in order.
Power connection
This confirms the device is receiving power from the vehicle, and the power LED should be solid green. Common causes are the device not being plugged in correctly, the vehicle ignition being off, or a faulty power cord. Make sure the device is fully plugged into the port — disconnect and reconnect it if needed — confirm the vehicle's ignition is turned on, and try a different power source or port if possible.
Mobile network connection
This confirms the device can connect to the mobile network to send and receive data. Check the Cell LED: red means no SIM card is detected, blinking red means the hub is connecting to a mobile network, blinking green means it reached the network but not yet the cloud, and green means it is fully connected. Common causes are weak cellular coverage, a SIM card issue, or a device firmware or network registration issue. Move the vehicle to an area with better cellular coverage, and verify the SIM card is installed correctly — the SIM slot is at the bottom of the device, covered by a plastic panel secured with a small screw. Remove the screw and panel, and make sure the SIM card is fully inserted with the metal contacts facing down.
GPS fix acquisition
This confirms the device can acquire a GPS signal to determine its location. Wait at least 5 to 10 minutes after powering on the device, since the first fix may take longer. Check the GPS LED: red means GNSS is active but has not acquired satellites, blinking red means it is acquiring satellites without a fix yet, and green means it has a fix. Ensure the device is mounted correctly with no metal objects blocking its view of the sky, and move the vehicle to an open area — tall buildings, heavy tree cover, underground parking, and tunnels all block GPS signals.
Cloud connection to Route One GO
This confirms the device can connect to the Route One GO cloud platform. Common causes are no internet connection, because the mobile network step failed, or the device not being registered correctly. Confirm cellular connectivity first, make sure the vehicle is turned on and the device has been powered for at least a few minutes, and check that the IMEI is correctly registered to your account. The device should appear as Active in the Route One GO portal.
Still not working
Contact support with the Gateway IMEI and the vehicle name.
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