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Troubleshooting Your Nexar Pro

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Sheela

Support for Your Nexar Pro

Use our step-by-step guide to resolve your Nexar Pro issues.

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Start troubleshooting by letting us know the issue you are experiencing

 

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Connectivity Issues
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Drive Recording Issues
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Nexar App Function & Feature Issues
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Hardware Issues

 

The road can be bumpy sometimes, but we've got you covered. Use our extensive troubleshooting guides if you encounter any issues with your Nexar Pro dash cam.

 

Connectivity Issues

I can't onboard or connect my Nexar Pro to the Nexar app   

 Important reminder!

The Nexar app connects to the dash cam through Bluetooth and WIFI. Please make sure there are no other WIFI networks in the area, and that VPNs, hotspots, and antivirus apps are disabled to avoid having issues during the app and dash cam setup.

To have a seamless, onboarding experience with your Nexar Pro, check that the following is true:

  • You are using an updated version of the Nexar app
  • The phone's WIFI, Bluetooth, Location, and cellular data are enabled
  • All the required Nexar app permissions are set up correctly
  • Use all Nexar-provided accessories that came with your Nexar Pro
  • Disable any WIFI interfering functionalities such as Carplay, Android Auto, VPN apps, antivirus apps, or other security apps
  • If you have an Android phone, make sure that the Nexar app is not installed in a work profile, workspace, or work-restricted phone
  • Make sure there are no other Nexar dash cams nearby that are powered on

If you are still experiencing issues pairing or connecting your phone to your Nexar Pro, proceed with the steps below:

  1. Perform a hard reset on the camera by tapping the Power button 9 times quickly, followed by one more fast tap for confirmation.

  2. Turn on your phone's Bluetooth, WIFI, and Location settings. The blue light on the dash cam should turn solid.
  3. If you are using an Android phone, ensure that the Location permission is set to Always
  4. Launch the Nexar app and try again

 Important Reminder

Location permission is not required on Android OS 13 to record drives in the app. Please note that disabling this permission prevents the app from creating map routes for your Drives, Clips, and 1-Click Reports. If you want routing data saved alongside your drive videos, simply set the Nexar app's Location Permission to 'Always.'

If the issue persists, please contact our support team.

My phone disconnects from the dash cam while driving

 Important reminder!

The Nexar app connects to the dash cam through Bluetooth and WIFI. Please make sure there are no other WIFI networks in the area, and that VPNs, hotspots, and antivirus apps are disabled to avoid having issues during the app and dash cam setup.

Disconnections that happen in the middle of a drive can often be due to WIFI interferences or power-related issues.

Check the following to ensure there is uninterrupted connection between the app and dash cam: 

  • The phone's WIFI, Bluetooth, Location, and cellular data are enabled
  • Ensure that the phone is not connected to other WIFI networks
  • Disable any WIFI interfering functionalities such as Carplay, Android Auto, VPN apps, antivirus apps, or other security apps
  • Verify that there are no physical damages on the dash cam's power port or its accessories (cable, mount, and charger)
  • Check that the power supply to the car's power port is not being cut off

If the issue persists, please contact our support team.

I need the password for the Nexar Pro WIFI network

 Important reminder

Pairing your Android phone does not need a password to pair to your Nexar app and entering one will cause issues.

If you are using an Android phone and you entered a password on the Nexar Pro WIFI network, do the following:

  1. Tap on the Nexar Pro WIFI, then "Forget" the network
  2. Restart your phone
  3. Power off and power on the dash cam
  4. Launch the Nexar app and follow the on-screen instructions to connect the Nexar Pro dash cam

If you are using an iOS phone, simply enter "12345678" after selecting "DIRECT-Nexar(5G)" or "Nexar(5G)" network on the list of available networks.

If the issue persists, please contact our support team.

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Drive Recording Issues

My Nexar Pro is not recording my drives

 Important Reminder

Nexar Pro always records to its SD card as soon as it's powered on. If connected to the Nexar app while driving, it will also back up videos to your phone's memory.

To ensure that your drives are automatically saved on the Nexar app, we recommend the following:

  • There should be enough available phone storage to record your drive recordings 
  • The phone's WIFI, Bluetooth, Location, and cellular data are enabled
  • Ensure that the phone is not connected to other WIFI networks
  • Disable any WIFI interfering functionalities such as Carplay, Android Auto, VPN apps, antivirus apps, or other security apps
  • Verify that there are no physical damages on the dash cam's power port or its accessories (cable, mount, and charger)
  • Check that the power supply to the car's power port is not being cut off
  • Consider setting up automatic streaming for a more seamless driving experience

If your recent drives were not saved to the app, don't worry. You can still recover them from the dash cam's SD card by doing the following:

  1. Remove the SD card from your dash cam
  2. Insert the SD card into an SD card reader or adapter
  3. Plug the SD card reader into a USB port on your computer
  4. Access the folder containing the videos on your SD card and transfer the desired videos to your computer's drive
If the issue persists, please contact our support team.
I'm experiencing video quality issues

A few things can cause problems with the video quality, which can range from the phone overheating, using security apps like VPNs or antivirus, or other apps with Nexar, to obstructions or physical damage on the camera's lens.

If you are experiencing issues with video quality like distortions, lagging, pixelation, and other sorts of problems related to video quality, consider the following suggestions:

  • Ensure there are no obstructions on the lens and remove any protective film
  • Adjust the main unit's lens by moving it up or down to achieve a better angle
  • Inspect the dash cam's lens for any signs of physical damage
  • Consider mounting your phone on or near the air conditioner's vent and keeping it plugged to the charger to minimize the chances of the phone overheating 
  • Close any unused apps while driving with Nexar

By following these steps, you can troubleshoot and potentially resolve any issues with the video quality on the app.

If the issue persists, please contact our support team.

I'm having issues with my audio recordings

 Important Reminder!

Changes in the audio recording setting will apply to all drives that are recorded after the switch.

Missing audio

  1. Power on the dash cam, and turn on the phone's Bluetooth and WIFI to connect

  2. Go to Nexar app > More > Dash cam

  3. Disable the Record Audio toggle while the app is connected to the camera

  4. Start a drive and allow it to record for a few minutes and end the drive

  5. Go back to the app and re-enable the Record Audio toggle

  6. Check on your next drive if the audio is working

Can't disable audio

  1. Power on the dash cam, then turn on the phone's Bluetooth and WIFI to connect
  2. Go to Nexar app > More > Dash cam and wait until the Camera status says Recording
  3. Turn on the Record Audio toggle 

  4. Start a drive and let it record for a few minutes

  5. Go back to the app and re-enable the Record Audio toggle

  6. Check on your next drive if the audio is disabled

If the issue persists, please contact our support team.

I can't find my cabin-view camera recordings

Cabin-view recordings are saved directly to Nexar Pro's SD card and can be saved to the Nexar app by doing the following:

  1. Power on the dash cam and turn on the phone's Bluetooth and WIFI to connect
  2. Go to Videos
  3. Tap the video you want to save
  4. Tap Create Clip
  5. Tap the small camera icon from the top right corner of the screen
  6. Trim the segment you want to save
  7. Tap Create Clip

The clip will be saved under the drive it was clipped from on your home screen.

If you need more help, please contact our support team.

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Nexar App Function & Feature Issues

The automatic streaming feature is not working

To ensure that your Nexar app is set up to record drives automatically to your phone, make sure the following setup is correct:

  • The "Automatically start streaming" toggle is enabled in the Nexar app > More > Dash cam screen
  • The Phone's battery optimization toggle is disabled in the Nexar app > More > Dash cam screen
  • The Nexar app is running in the background
  • Your phone's Bluetooth, WIFI, and Location settings are turned on
  • For Android: Battery optimization is disabled
    For iPhone: Low Power Mode is disabled 
  • All the required Nexar app permissions are set up correctly
  • Any WIFI interfering functionalities such as Carplay, Android Auto, VPN apps, antivirus apps, or other security apps are disabled
  • No other Nexar dash cams are operating in the vehicle

These will ensure that the Nexar app will automatically start recording your drives every single time, you may also check our quick guide at Stay Connected with Nexar for a seamless driving experience.

If you need more help, please contact our support team.

I can't save or share my drives

Unable to save drives to the Nexar app

Drives are usually automatically transferred from Nexar Pro's SD card to the Nexar app via the WIFI connection between the app and dash cam. In cases where the video was only saved to the dash cam, you can manually recover these videos by doing the following:

  1. Remove the SD card from your dash cam
  2. Insert the SD card into an SD card reader or adapter
  3. Plug the SD card reader into a USB port on your computer
  4. Access the folder containing the videos on your SD card and transfer the desired videos to your computer's drive

Unable to share videos 

You can share your drive videos that are saved in the app online by first creating a Clip. Then, follow these steps to seamlessly share the Clips:

  1. Make sure that the drive you are creating a clip from is playable

  2. Make sure that your phone has a stable internet connection through WIFI or Mobile Data

  3. Open the Nexar app and navigate to the Videos section

  4. Select the clip you want to share

  5. Tap the Share icon and select the app or contact you wish to share the clip with

If you need more help, please contact our support team.

My Nexar Pro's parking mode feature is not working

Parking mode is automatically activated 5 minutes after the dash cam stops receiving power. If the camera detects any movement during this mode, it automatically turns on and records a 30-second clip to Nexar Pro's SD card before shutting off again.

While there is no indication if parking mode is active, you can do a simple to test to check if Nexar Pro's parking mode is working:

  1. Make sure the dash cam has been plugged to power for at least 20 minutes to ensure it has enough charge to power on
  2. Turn off the Bluetooth and WIFI settings on your phone
  3. Make sure the dash cam is completely powered off, and keep it undisturbed for 5 minutes
  4. Shake the dash cam after 5 minutes

If it's working properly, it should turn on, record for 30 seconds, then turn back off.

You will receive the parking mode notification the next time you connect the phone to the dash cam.

Retrieving a parking incident

  1. Plug the dash cam to power, then turn on your phone's Bluetooth and WIFI, and wait until it's connected to your Nexar Pro.
  2. Tap on the Parking incident notification to start downloading the recorded clip to the Nexar app and be saved as a parking incident clip.

Read our help guide to get more details about the Parking Mode feature.

If you need more help, please contact our support team.

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Hardware Issues

My Nexar Pro is not turning on

If you are having issues powering on the dash cam, check the following:

  1. Make sure you're only using all Nexar-provided accessories
  2. Check the power outlet itself for power, try using a different power source to check further

  3. Check that there are no signs of physical damage on the dash cam, mounts, and accessories

  4. If available, try using a spare cable or power adapter to test
  5. Make sure the dash cam is securely installed on the mount
    • If you are using a GPS mount, disconnect the USB power cable from the GPS mount and plug it directly into the camera to test if the dash cam powers on, isolating any issues related to the GPS mount - if it does, please contact our support team so we can replace the GPS mount

If the issue persists, please contact our support team.

My Nexar Pro turns off while driving

If Nexar Pro suddenly powers off or restarts while you're driving, try troubleshooting the camera using the following instructions.

  1. Make sure you're only using all Nexar-provided accessories

  2. Remove and reattach the mount and cables. Make sure they are all properly connected

  3. If available, try using a spare cable or power adapter to test

  4. Check for physical damage on ports, cables, and accessories

  5. Make sure that the cigarette lighter charger it's snugly fitted on the port and the lights are always on

  6. Try using a different power source to check further

  7. Make sure the dash cam is securely installed on the mount

    • If you are using a GPS mount, disconnect the USB power cable from the GPS mount and plug it directly into the camera to test if issue stops, isolating any issues related to the GPS mount - if it does, please contact our support team so we can replace the GPS mount

If the issue persists, please contact our support team.

My dash cam keeps falling off from the windshield

To ensure that the suction mount remains in place, please follow the steps below:

  1. Wipe the windshield using the provided lint-free wipes, starting with the wet one followed by the dry one. Alternatively, use a small amount of alcohol on soft tissue if wipes are unavailable

  2. Ensure the glass surface is completely dry before attaching the suction mount. Remove any obstructions that may hinder the suction

  3. Press the suction base firmly onto the windshield and twist the dial clockwise to activate the strong suction

If the issue persists, please contact our support team.

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