Nexar One Onboarding Troubleshooting

 

Stay cool, we’re here to help!

The app requires certain permissions in order to ensure that it functions properly all throughout the Onboarding process. Avoid changing any of these permissions or settings in the middle of the process to ensure seamless experience.

What's in this article?


 

Understanding permissions in Android

  1. Bluetooth - Your Bluetooth network should be enabled from the Settings and the Bluetooth icon will show in your Android Status bar at the top of your screen.
  2. WiFi  - Your phone can connect to one WiFi network at a time. 
    • The Nexar app and dash cam won’t connect if you are actively connected to a wireless Android Auto, or another WiFi network (such as your car, home, or office WiFi). 
    • Please DO NOT manually connect to the nexar WiFi through the settings. There is no need to submit a password for the WiFi. All you need to do is simply follow the app. Once it pops out an option for you to choose your dash cam network, only then you can tap on the WiFi network among the list. 
    • VPN, antivirus apps, and other web security blockers - Third-party security and antivirus apps may have security features that could block the connection between your phone and the dash cam. Kindly turn it off temporarily during the onboarding.
  3. Location Permission- It's might be easy to overlook this permission by simply dismissing the app prompt on setting your Location Permission. In case you missed it, tap on Go to settings and set the app permissions screen and set it to Allow Always in your app Settings once the app is installed.
  4. Phone location - GPS needs to be enabled

 

Understanding permissions in iOS

  1. Bluetooth - Your Bluetooth network should be enabled from the Settings and the Bluetooth icon will show in your Android Status bar at the top of your screen.
  2. WiFi  - Your phone can connect to one WiFi network at a time. 
    • The Nexar app and dash cam won’t connect if you are actively connected to a wireless Carplay, or another WiFi network (such as your car, home, or office WiFi). 
    • VPN, antivirus apps, and other web security blockers - Third-party security and antivirus apps may have security features that could block the connection between your phone and the dash cam. Kindly turn it off temporarily during the onboarding.
  3. Local Network- It allows the app to detect and connect to a nearby dash cam network.
  4. Location Permission- It is important to set it to Allow Always in your app Settings once the app is installed
  5. Phone location - GPS needs to be enabled

If you have concerns regarding Privacy, you can read more about our commitment on Privacy at Nexar. If you have further questions, tap the Contact Form and we'd love to help.


 

App Says ‘We couldn’t find your dash cam’

Chill and pause for a bit. The app may not find the dash cam due to missing permissions or because of interferences like Carplay or Android auto. Please make sure to enable all the required permissions and disconnect connections to Carplay or Android auto

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Make sure:

  1. Your phone should be near the dash cam. The dash cam should be connected to power.
  2. Address all the permissions required for iOS and Android mentioned in the article above.
    • Mobile data and GPS location is enabled
    • The WiFi and Bluetooth are enabled on your phone.
    • Check if your phone isn't using any WiFi blocker apps like  VPN/ Carplay/ Android Auto or connected to any other WiFi networks. If you are, kindly forget the network connection in the meantime to facilitate the dash cam onboarding.
  3. Make sure you are using your original Nexar-compatible USB cable and power adapter that came with the package to keep the dash cam on. If it does make weird sounds ( or constantly turns on then off ), or emit colors other than blinking blue light, kindly take a video to help us understand the dash cam behavior and send it to our Support Team via the Contact Form and we’ll be happy to assist you with this matter.

Then:

  1. Check if WiFi is connected to any other network and disconnect from them.
  2. Disable Bluetooth and WiFi and then re-enable. Allow around 30 seconds for it to establish a connection..
  3. Force close the app. This can be done by swiping the Nexar app from the home screen
  4. Once done, unplug and replug the power cable from the dashcam to reboot or power cycle it.
  5. On your WiFi Settings, tap and forget the dash cam's WiFi network
  6. On your Bluetooth settings, find the dash cam's Bluetooth and forget the network
  7. Factory reset your dash cam by turning the power on and tap the N button 10 times. Note, this will remove any existing drive recordings that you have on the app.
  8. Go back to the Nexar App and try again to complete the onboarding process.

Phone can't detect the dash cam's WiFi network in my Settings

After addressing all the troubleshooting steps provided in the App Says ‘We couldn’t find your dash cam’ section and your phone is still unable to detect the dash cam's WiFi network in your Settings, please reach out to Support via the Contact Form immediately.

In order to get you onboard as soon as possible, kindly include a screenshot of your WiFi and Bluetooth when your dash cam is on, and share what steps you’ve tried. Then one of our Support Specialists will assist you shortly. 


 

Firmware download, installation, or activation failed

If you are getting any of the errors below while trying to activate your dash cam, please try the steps provided in the App Says ‘We couldn’t find your dash cam’ section. 

In the event that your stuck on this part despite checking the permissions required for iOS and Android mentioned in the article above and doing all the troubleshooting steps, please reach out to Support via the Contact Form immediately. To help expedite the resolution for this concern, kindly include a screenshot of your WiFi and Bluetooth when your dash cam is on, and share what steps you’ve tried. Then one of our Support Specialists will assist you shortly. 

 

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Owner sees “Not the owner” screen

If you are the owner of the dash cam, but you are seeing this screen, follow the instructions below.

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  1. Force close the app
  2. Forget Nexar dash cam’s WiFi and Bluetooth signal from your phone's Settings
  3. Factory reset the camera by pressing the Power button 10 times.
  4. Retry the entire onboarding and activation process

If you are the original owner that activated the dash cam, please reach out to Support via the Contact Form immediately. To expedite the process, please share the steps you've tried and include a photo of your dash cam's serial number that's printed on a sticker at the side of the dash cam, your Order Number, email and phone number associated to your Nexar account. 

If you are not the original owner that activated the dash cam, you may request an invite from the owner of the camera in order to use the Nexar One


 

Invited but cannot pass the activation screen

If you were invited to use a dash cam by the owner, but you are stuck on this screen below, read on what you need to do.

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  1. Force close the app and restart your phone
  2. Reboot the dash cam by unplugging it from power, and then plug it back in after a few seconds
  3. Forget Nexar dash cam’s WiFi and Bluetooth signal from phone's Settings
  4. Turn on your phone’s cellular data
  5. Retry the entire onboarding and activation process

If this does not fix the issue, please reach out to Support via the Contact Form immediately. To help you onboard right away, kindly include a screenshot of your WiFi and Bluetooth when your dash cam is on, and share what steps you’ve tried. Then one of our Support Specialists will assist you shortly. 

 

 

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