Skip to content
English
Contact Support
truleo.co
  • There are no suggestions because the search field is empty.

When does BWC footage show up in TRULEO?

This article explains how long body-worn camera (BWC) footage takes to appear in TRULEO and what to do if it isn't showing up.

Normal timing

  • Once the connector between your BWC system and TRULEO is established, data appears within about 12 hours of the connection going live.
  • After that, footage from a shift is typically available within a few hours of the camera being docked.

If your footage isn't showing up

Footage that never appears usually comes down to one of a few causes:

  1. Upload delay or large batch — give it a few hours after docking, especially for long shifts or many videos. Refresh the page to see new items.
  2. Camera not docked or synced — confirm the camera was docked and the source system shows the video on its side first.
  3. Permissions — if you can't see footage others can, your role or group may not have access. Ask your TRULEO administrator to check your permissions.
  4. BWC not connected to TRULEO — if your agency's body camera platform hasn't been connected yet, no footage will flow in. This is the most common cause for brand-new agencies.

How to tell if your BWC is connected

If no BWC footage has ever appeared for your agency, the connector may not be set up. Contact your TRULEO representative or support@truleo.co to confirm whether your body camera platform is connected and, if not, to start the connector. See "What is a connector and how to set one up."

Best practices

  • For new agencies, confirm the BWC connector is live before expecting footage.
  • Dock cameras promptly so footage uploads on schedule.
  • If footage is missing after several hours and the connector is confirmed live, contact support with the officer name and approximate shift time.