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Why BWC video isn't showing in Field Notes or BWC Insights

Body-worn camera (BWC) video in TRULEO flows in automatically from your agency's camera system — it is not uploaded manually in most cases. If you expected BWC video and do not see it, one of the causes below is usually responsible.

How BWC video gets into TRULEO

  1. Your agency connects its BWC provider (for example, Axon) to TRULEO using API credentials.
  2. TRULEO syncs video on a regular schedule after the connection is live.
  3. Your administrator assigns viewing permissions so the right users can see the right officers' footage.

See API Connection for how administrators connect BWC credentials.

Common causes

Your agency's BWC is not connected yet

If your department is new to TRULEO or still in onboarding, the BWC connection may not be complete. Video will not appear until the API connection is configured and syncing.

What to do: Ask your TRULEO administrator or Customer Success Manager whether BWC is connected. If not, they can coordinate setup with your agency's IT team and camera vendor.

You are on a free trial without a BWC connector

Free trial accounts may not have BWC video connected. You can still use Field Notes, Analyst, and TruAssist with manually uploaded files.

What to do: Ask your agency to install a BWC connector, or use Upload Evidence in Analyst and Field Notes while waiting. See What is a connector and how do I set one up?.

Your account lacks BWC viewing permissions

Administrators control which users and groups can view BWC video. You may be able to log in but not see footage for certain officers or groups.

What to do: Contact your TRULEO administrator to confirm your group membership and viewing permissions.

[SCREENSHOT: Account Settings showing External Evidence Account Settings tab with BWC connection status]

Video hasn't synced yet

After a new BWC connection, historical footage and new recordings take time to appear. Sync timing depends on your camera provider and agency configuration.

What to do: Allow up to 24–48 hours after initial connection for the first sync. Contact support if new recordings from today still do not appear after that window.

Permissions misconfiguration at the agency level

Sometimes the BWC provider credentials are connected but officer rosters or group assignments are incomplete, so expected video never surfaces for certain users.

What to do: Your administrator should verify that officer email addresses and group assignments match your agency's roster in TRULEO.

BWC in Field Notes vs. BWC Insights
  • Field Notes — BWC video can be attached or referenced when your agency's BWC connector is active and you have permission to view the relevant footage.
  • BWC Insights / My Calls — Requires a fully configured BWC connection with processed video assigned to your account or group.

If BWC is not connected, Field Notes and Analyst still work with files you upload manually.

When to contact support

Contact support@truleo.co or your Customer Success Manager if:

  • Your administrator confirms BWC is connected but you still see no video after 48 hours
  • Other officers in your group can see video but you cannot
  • Your agency needs help reaching the right contact at your camera vendor

Best practices

  • Confirm BWC connection status with your administrator before expecting automatic video in Field Notes.
  • Use manual file upload in Analyst or Field Notes while waiting for BWC setup.
  • Keep your officer roster and email addresses current so permissions sync correctly.