Use this guide to identify a Video Walkaround uploading state, complete the safest recovery checks, and collect information that will help Support to troubleshooting further.
Overview
Video Walkaround media must finish uploading from the recording device before it can appear in the web workflow or be sent to a customer. Uploads may be delayed or pause if your internet connection is weak, the app is running in the background, your phone is locked, or if your upload settings don't match the type of network you're currently using (such as Wi-Fi or cellular data).
Warning: Do not uninstall or reinstall the myKaarma mobile app while pending or unsent media remains. Reinstalling the app can permanently remove media that has not finished uploading.
Before you start troubleshooting:
- Use the original device that recorded the media.
- Connect the device to a reliable Wi-Fi or cellular network that your dealership allows.
- Best Practice: Keep the myKaarma app open and your device unlocked while videos are uploading to help ensure the upload completes successfully.
- Confirm the repair order (RO) is still available for the workflow whenever possible.
Understanding Video Upload Statuses:
| Status | What to check |
|---|---|
| Uploading or Pending | The video is still uploading. Please keep the myKaarma app open and your phone unlocked until the upload is complete. If it continues to stall, check your internet connection and upload settings. |
| Ready to Send | The video has successfully uploaded to myKaarma and is ready to be sent to the customer. It can be sent manually by opening the customer's MPI and clicking Send to Customer or you can send the video directly from the mobile app by clicking the "send text" button under Video Walkarounds> Inspections. If automatic video sending is enabled, the video will be sent automatically once it is ready. If the customer has not received the video, review the inspection or messaging workflow to confirm it was sent successfully. |
| Sent | The video has been successfully sent to the customer. To confirm delivery, review the customer's message thread or open the Video tab and search using the RO number or VIN for quick access. |
| Failed | Before troubleshooting, determine whether the issue occurred during the video upload process or while sending the video to the customer. This will help identify the appropriate next steps. |
| Upload completed on the device, but media is missing on the web | Verify that you are viewing the correct RO, location, tab, and date range. If the video still does not appear, gather the required information from the escalation checklist below. |
Escalation Checklist:
1. Keep the app in the foreground
- Open the myKaarma mobile app on the device that recorded the media.
- Leave the app open and keep the phone unlocked while the upload is in process.
- Avoid switching apps or leaving the available network until the upload finishes.
Closing the app or locking the phone can slow or pause an active upload until you return to the app.
2. Run the upload speed test
- Open Settings & Help in the myKaarma mobile app.
- Select Video Upload Speed Test.
- Review whether the test passes, fails, or does not make progress.
If the test fails or does not progress, try an approved network with a stronger connection. If several users upload media at the same time, ask your dealership IT team to confirm that the network has enough upload capacity and allows the required myKaarma services. Please also have your IT department ensure nothing is being blocked by referring to this document domain and application whitelist.
3. Check the upload settings
- In Settings & Help, confirm Upload Automatically is enabled.
- If Restrict Uploads to Wi-Fi Only is enabled, connect to Wi-Fi.
- To use cellular data, disable the Wi-Fi-only restriction only when your dealership permits cellular uploads.
- Return to the upload list and keep the app open.
4. Restart the iOS upload queue
On iOS, you can restart pending uploads without deleting the media:
- Open Video WalkAround » Inspections.
- Scroll to Uploading.
- Tap the three-dot menu, then tap Pause All.
- Open the three-dot menu again, then tap Resume All.
- Keep the app open and the phone unlocked while the queue resumes.
5. Update and restart safely
- Confirm that both the myKaarma app and the device's operating system (iOS or Android) are up to date.
- Close and reopen the app, then return to the upload queue.
- Restart the device only after confirming the pending media remains visible in the app.
Important: Do not reinstall the myKaarma app while videos are still pending upload. Reinstalling the app will permanently delete any videos that have not yet finished uploading.
Off-site, valet, and loaner recordings
If media was recorded away from the dealership, return with the original device, reconnect it to a reliable approved network, and keep myKaarma open until the upload finishes. Confirm the media appears in the expected web workflow before closing the RO or completing the customer-delivery process.
Recovery limits
Support can only restore media that reached the myKaarma server. Media that never completed an upload is not available for server-side restoration. Keep the original device and do not remove the app while recoverable local media remains.
Troubleshooting
| Symptom | Next action |
|---|---|
| The speed test fails | Move to a stronger approved network and ask dealership IT to check bandwidth and network access. |
| The queue remains pending | Keep the app open and unlocked, verify the upload settings, and use Pause All and Resume All on iOS. |
| Photos appear, but video does not | Keep the original device connected and the app open until every item finishes syncing. |
| The device says the upload finished, but the web workflow is missing the media | Verify the correct RO, tab, dealership location, and date range. Then contact Support with the checklist below. |
| The media disappeared after the app was removed | Media that never reached the server cannot be restored from the server. |
Contact Support
After completing the checks above, please provide the following information. Do not include any customer message content or unnecessary personal information:
- RO number (or other vehicle identifier requested by Support)
- Affected myKaarma user and dealership name
- Approximate date and time the video was captured
- Device model, operating system version (iOS or Android), and myKaarma app version
- Current upload status and a screenshot of the upload queue
- Upload speed test results
- Whether the myKaarma app remained open and the device stayed unlocked during the upload
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