VEDR devices require ongoing maintenance to remain fully functional and meet FedEx VEDR requirements. Components such as storage media, wiring, power connections, and mounting hardware may wear out, become damaged, or require service over time.

Promptly identifying and correcting issues helps restore device functionality, protect critical video footage, and reduce compliance risks.

How to Identify Devices That Need Attention

To identify devices that may require maintenance:

1. Log in to the GroundCloud Portal.

2. Navigate to the VEDR Devices page.

3. Review devices displaying:

   • Device health alerts

   • Maintenance recommendations

   • Troubleshooting requests

   • Compliance warnings

4. Investigate and address affected devices promptly.

Many issues can be resolved through basic troubleshooting and maintenance.

Compliance Troubleshooting Guide

Use the table below to identify common issues and recommended checks.

Troubleshooting Power Issues

Power-related issues are among the most common causes of device health alerts and reporting loss.

Verify Physical Connections

Inspect the device and all accessible cabling.

Check that:

• The USB-C power connector is fully inserted into the device.

• The security panel is properly installed and secured.

• The power cable is not pinched, crushed, cut, or damaged.

• All visible wiring connections are secure.

OBD-II Powered Devices

If the device uses an OBD-II power cable:

• Verify the connector is fully seated in the vehicle's OBD-II port.

• Check for loose, damaged, or partially disconnected connectors.

• Confirm the connector hasn't come loose due to vehicle vibration.

J1939 Powered Devices

If the device uses a J1939 connection:

• Verify the connector is firmly seated.

• Inspect the cable and connector for damage.

Direct-Wire Installations

If the device uses a direct-wire harness:

• Verify power and ground connections remain secure.

• Inspect fuse taps, butt connectors, splices, and wire taps.

• Check for wiring damage caused by vibration, abrasion, or vehicle repairs.

Verify Vehicle Power

If the device remains offline:

• Confirm the vehicle battery is functioning properly.

• Verify the vehicle electrical system is supplying power.

• Check for blown fuses or damaged wiring associated with the installation.

Troubleshooting Connectivity Issues

If the device is not reporting data or appears disconnected:

• Verify the device is powered on and operating normally.

• Confirm the vehicle has been driven recently.

• Operate the vehicle in an area with known cellular coverage.

• Inspect the device for physical damage.

• Verify the device has not been removed, disconnected, or recently reinstalled.

Some connectivity issues may resolve after the vehicle is driven and the device has an opportunity to re-establish communications.

Troubleshooting GPS Reporting Issues

If GPS data is missing, stale, or inaccurate:

• Verify the device is securely mounted in the approved location.

• Ensure the device has a clear view through the windshield.

• Check for metallic tint, coverings, stickers, or equipment that may interfere with GPS reception.

• Verify the device maintains consistent power.

• Operate the vehicle outdoors to allow GPS reception.

Troubleshooting AI Event Detection Issues

If expected AI events are not being detected:

• Verify the road-facing camera lens is clean.

• Confirm the camera remains securely mounted.

• Check for changes in camera position caused by vibration or impact.

• Verify that no obstructions are blocking either camera.

• Inspect for windshield replacements or installation changes that may have altered camera positioning.

Improper camera positioning can reduce detection performance and affect event capture quality.

SD Card Maintenance

Why SD Cards Require Maintenance

microSD cards are wearable components and will eventually wear out during normal operation.

As storage media ages, it may:

• Retain less video footage

• Generate storage-related errors

• Affect video availability

• Reduce overall device reliability

Routine replacement helps maintain device health and compliance.

Recommended SD Cards

Use only high-endurance microSD cards designed for continuous recording.

Recommended capacities:

• Minimum: 128 GB

• Recommended: 256 GB

Using unsupported or low-endurance cards may increase the likelihood of storage-related issues and premature failures.

Signs an SD Card May Need Replacement

Consider SD card replacement if:

• Storage errors are reported.

• Video footage is missing.

• You cannot meet video retention requirements.

• The card has visible physical damage.

• The card has been in service for an extended period, and other troubleshooting has not resolved the issue.

In many cases, SD card replacement is the recommended first corrective action for storage-related issues.

Common Corrective Actions

Depending on the issue identified, corrective actions may include:

• Replacing the microSD card

• Restoring power connections

• Repairing damaged wiring

• Re-establishing network connectivity

• Resolving GPS reception issues

• Correcting camera positioning

• Replacing damaged hardware

• Deactivating devices assigned to vehicles that are no longer operating

If basic troubleshooting can't resolve the issue, contact GroundCloud Support.

Understanding Device Alerts

Device health alerts and Device Tickets help identify conditions that may require attention.

Examples include:

• Device Media Error

• Camera Not Connected

• Device SD Card Door Open

• No SD Media Present

• Device Camera Obstructed

• Internal Failure

• VIN Mismatch

For definitions and explanations of individual alerts, refer to the VEDR - Device Operational Status and Device Tickets article.

Before Contacting Support

To help expedite troubleshooting and resolution, gather the following information before contacting GroundCloud Support:

• Vehicle number

• Device serial number

• Description of the issue

• Date the issue was first observed

• Troubleshooting steps already completed

• Photos of the installation, wiring, connectors, or damage, if applicable

Providing this information can significantly reduce troubleshooting time.

Need Help?

GroundCloud Support can assist with:

• Device troubleshooting

• Connectivity issues

• GPS reporting issues

• Device health concerns

• SD card replacement guidance

• Hardware failures

• Device deactivation requests

GroundCloud Support

Phone: (218) 864-7900 (Option 2)
Email: servicedesk@descartes.com

Frequently Asked Questions

What should I do if my device needs attention?

Review any device health information displayed within GroundCloud and perform the recommended troubleshooting steps in this article. If the issue persists, contact GroundCloud Support.

How do I know if an SD card should be replaced?

Replace SD cards that are damaged, produce storage-related errors, or no longer reliably support the required video retention.

What should I do if a device is no longer in use?

Contact GroundCloud Support and request deactivation so it can be removed from active reporting.

Why would a device stop reporting data?

Common causes include power issues, loose or damaged connections, connectivity problems, hardware failures, or storage-related issues.

Why is my device not detecting events?

Verify the device is powered, reporting data, properly mounted, and free from camera obstructions. Also inspect the camera position to ensure it has not shifted from its intended orientation.

Where can I learn more about compliance requirements?

See the VEDR - Device Compliance Requirements article for the official definition of a compliant VEDR device and information about compliance expectations.

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