Missing and archived footage

Some parts of a trip have no video. The player always explains why. Most gaps close by themselves. Give them time.

Where footage can be missing

After the dashcam uploads a clip, DashKeep processes it, and the list shows where each one is: Uploading, Processing, or, in red, Failed. Inside the player, the part of the trip that isn’t playable yet shows a message instead of a picture:

• Device is uploading this clip
• Video will be ready soon. Please check back in a few minutes.
• This clip failed to process.
• Footage waiting for upload, when the trip’s records mention footage the dashcam hasn’t sent yet
• No footage for this part of the trip, when the dashcam didn’t record that part

Opening a clip that’s still working through the pipeline shows This clip is not ready to play yet with the same message. The picture appears when the file finishes, and you lose nothing in the meantime.

Archived footage

The cloud keeps a rolling 12-hour window of full-quality footage. When the oldest unlocked footage rotates out to make room, the archive keeps a low-resolution preview of it. No trip ever disappears entirely. The trip remains openable. Scrubbing into the archived part animates the archive frames with a Video Archived badge, while the speed, map, and annotations keep running underneath. On a public watch page, the same link shows “Video Archived” with a Play the archived clip button: The original footage was removed from storage, so this link plays the archived preview.

The storage card on the settings page sums it up: “N hours of footage archived: still in the system, playing from the archive.”

If a trip fails to load

This is rare. If DashKeep can’t read a trip’s records, the player shows a warning. The warning reads: Trip unavailable due to a technical issue. To recover metadata from this trip, please contact our support team. Below it, a “Clips in this trip” grid lists the trip’s stored files, and picking one plays it on its own, with the message Playing this clip on its own. A link to a deleted clip shows This clip could not be found. It may have been deleted from this device.

Most trips that fail to load fix themselves. The cloud checks every trip’s records against storage in the background, and a trip with missing records goes on the camera’s repair list. The next time the camera checks in and still has the trip’s file on its memory card, it sends the records again and the trip starts working. A trip needs support only when its file has left the card, after a long time or a card format.