How can we help?
Setup, troubleshooting and warranty for D4C dashcams and MDVRs. We usually reply within 2 hours, 7 days a week.
Support topics
- Getting startedWhat is in the box, mounting and adding a device to Traqcare.
- TroubleshootingPower, GPS, playback, connectivity and Wi-Fi pairing.
- Firmware and software updatesHow over-the-air updates work and what to do if one fails.
- Warranty, repairs and replacements12 months on hardware, extendable on request, 90 days software support, how to claim.
- CompatibilityVoltage by model, memory cards, apps and third-party platforms.
- Mounting and recording rulesWhat to check locally: position, passenger notices and audio.
Getting started
A dashcam ships with its power cable, mount and user manual. The D9, for example, comes with the dashcam, a power cable, an external GPS antenna, a rear camera with a 5-metre cable, a bracket and the manual. Dashcams mount high on the windscreen behind the mirror; MDVRs are installed out of sight, usually under a seat or in a locked compartment, with cameras wired to them.
Fit a SIM with a data plan (4G models) and a memory card, power the unit from the vehicle, then add its device ID to your Traqcare account in the app or on the web. The unit comes online once it has 4G coverage.
For MDVRs and multi-camera installs we recommend a professional installer familiar with 12 V and 24 V vehicle wiring.
Troubleshooting
- No power
- Check the fuse and that the power cable is seated. Hardwired units need both constant and ignition feeds; confirm with a meter that the ignition line switches.
- No GPS or drifting position
- Make sure the unit or its GPS antenna has a clear view of the sky, away from metallised windscreen film. On the WD02, a cold start takes about 32 seconds on average and a hot start about 5; under a poor sky view it takes longer.
- Can't play back footage
- Format the memory card in the device, not on a computer, and use a high-endurance card of Class 10 or faster. Cards wear out; replace them about once a year in vehicles that drive every day.
- Not showing online
- Check the SIM has data and the correct APN, and that the device ID on the platform matches the label.
- Weak Wi-Fi connection
- Stand next to the vehicle and turn off mobile data on the phone while pairing.
Firmware and software updates
The A5, A3, A6 and A18 update from the memory card or over the air; the WD02 and WD12 update from the card or remotely, and the S202 over FTP. Install an update when the vehicle is parked with the ignition on. If an update fails, power-cycle the unit and run it again.
Warranty, repairs and replacements
Hardware carries a 12-month warranty against manufacturing defects, and it can be extended: ask when you order. Software issues are supported for 90 days from delivery, and firmware updates continue after that.
To make a claim, send the model, device ID, a description and a short video of the fault. We diagnose remotely first; if the unit needs repair or replacement, we'll arrange it.
Compatibility
- Power
- D9, D2, S202 and WD12: 9–36 V. WD10 and WD11: 10–36 V. A6: 12–24 V. A18: 9–16 V, for 12 V vehicles only. A5 and A3: 5 V Type-C through the supplied cable, which takes 12–24 V. B5: 5 V DC from its adapter.
- Memory cards
- High-endurance, Class 10 (U1) or faster. Up to 512 GB on the D9, D2, A5, A3, A6 and S202; up to 128 GB on the A18, D3 and B5. The WD11 takes two SD cards of up to 256 GB each, and the WD12 two cards, up to 512 GB.
- Apps
- Traqcare runs on iOS 12 or later and Android 8 or later, and in any modern browser.
- Other platforms
- The D9, WD02, S202 and WD12 support JT/T 808 and JT/T 1078 and can report to third-party platforms that use them, set to the same edition.
Mounting and recording rules
Rules differ by country and change over time. These are the points to check; they are not legal advice.
- Position
- Mount the camera where it does not block the driver's view. Countries and states differ on how much of the windscreen may be covered and where, so check before choosing the position.
- Passengers
- If the cabin is recorded, find out whether passengers must be told, and display a notice in the vehicle where one is required.
- Audio
- Recording sound is often regulated more strictly than video. Check before switching on cabin audio.
- Using footage
- Rules on keeping footage and on using it as evidence also differ. Ask your insurer or a local adviser if you plan to rely on it.