Getting a camera registered

What to send Support and what happens next

Written By Support Team

A camera reports to your database only when two things are done:

Its serial is registered on our camera server.
The camera is added to your database.

If either step is missing, the camera does not report, even when it is installed and powered. Adding the camera in your database does not register it on the camera server.

This article explains what to send Support, what happens after you send it, how you know it is done, and how to fix the problems resellers report most often. You can write your request in English or Spanish.

Before you contact Support

Send all of this in your first message. Support can usually complete a request without follow-up questions when we have this information.

The camera serial number(s). Copy them exactly as printed on the unit or the packing list. A photo of each would also be accepted. One wrong or extra character is a common reason a camera does not come online. You can send several serials in one request.
The database the camera should go in. If the camera is for one of your customers, name the customer's database, not your own account.
The type of request:
- A new camera from us,
- A migration (a camera used with another provider),
- A replacement for an old camera in the same database, or
- A move from one database to another.
The camera model, if you know it.
The vehicle or asset name the camera is going into, if you know it.
A GO device in the same vehicle, if the camera should work with one. Include that device's serial too.

Send the request before the installation date if you can. A camera that is in your database but not registered on the camera server will not report while the installer is on site.

To avoid delays:

Send each request once. A second copy of the same request is closed as a duplicate.
Start a new request for new cameras. Do not add new serials to an older request that is already closed. Requests that mix several cameras over several weeks take longer to complete.
Group cameras for the same database into one request.

What happens next

Support checks whether the serial is already registered, and in which database.
If it is already set up correctly, Support tells you. Nothing else is needed.
If it is in a different database, Support can move it to the database you asked for. We will ask you before removing it from the other database.
If it is not registered, Support registers it on the camera server and adds it to your database.
Support replies to confirm what was done.

About the quote

If the camera has no active subscription with us, for example a migration from another provider, you will receive a quote for the licence from Support or your partner manager.

Open the link and select Accept.
The quote must be accepted before the camera is added. Accept it when you receive it so the process can continue.
If the camera replaces an old camera in the same database, please tell us. Support asks this before preparing the quote.

How you know it is done

Support will reply to your request when the registration is complete. The reply tells you:

That the camera is registered on the camera server, and
Which database it is in.

Checking cameras you already ordered

You can ask Support only to confirm that cameras are registered, for example before an installation day. Send the list of serials and the database. Support checks the camera server and the database and tells you which cameras, if any, are missing.

"Device serial already exists" when adding a camera

This error means the serial is already in our system. You may not find it when you search your assets. The usual causes are:

The camera is in another database. This includes your own reseller account, if the camera was registered there first. Contact Support to move it.
The camera is already in the same database under a different asset name. Support tells you the asset name, or removes the extra entry if you ask.
The camera or asset was added twice. Support removes the duplicate so only one entry remains.

In every case, do not create the camera again under a different name or serial. Send us the serial and the database where the camera should be. If the camera appears in two databases, please tell us which one to keep.

Camera installed but not reporting

If a newly installed camera does not report:

Check that the serial on the asset in your database matches the serial printed on the camera exactly.
Ask Support to confirm the camera is registered on the camera server, not only added to your database.
If the camera was used before, ask Support to check that it is still active on the camera server. Cameras that were deactivated earlier will need reactivation.

If Support cannot find any record of the camera, we may ask you to confirm the serial, the model, the asset name, and whether the camera was ever connected to our platform. Send photos of the serial label if you can.

For network or SIM problems after registration, see ZenCAM Connectivity Troubleshooting Guide.

Replacement cameras

A replacement camera has a new serial. It needs the same registration as a new camera before it reports. Tell Support:

that it is a replacement,
which camera or vehicle it replaces, and
which database it goes in.

Frequently Asked Questions

Can I add the camera to my database myself?

Yes, you can add the asset in your database. That does not register the camera on the camera server. Ask Support to complete the registration, or to confirm it is already done.

Do I need a separate request for each camera?

No. Send all serials for the same database in one request.

Why did I get a quote for a camera I already own?

If the camera has no active subscription with us, for example because it was used with another provider, it needs a licence before it can be added. The quote covers the licence.

Support says the camera is registered, but it still does not report. What now?

Reply on the same request. Include the serial and what you see. Support checks both the camera server and the database.

Can I write in Spanish?

Yes. Support handles requests in English and Spanish.

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