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FREQUENTLY ASKED QUESTIONS

 

Explore these FAQs first, then if you still have a question, we'd be happy to help.

For questions on the 'BlackVue Over the Cloud' Software, please visit this page: BlackVue Cloud

 

GENERAL QUESTIONS

CAN I PICK UP DIRECT FROM YOUR OFFICE?

Our office is based in Perth WA, however as we are a distributor we suggest contacting one of our local suppliers. If you can't get the item from your local supplier, please contact us and we will offer you the chance to pick up directly from us.

HOW DO I BECOME AN AUTO BLACKBOX DEALER?

Visit our become a dealer page to find information for contacting a representative in your area who will be happy to speak with you about becoming an authorised Auto BlackBox dealer. Please call or email so that we can answer any questions you may have.

WHAT IF THERE'S NO STOCKIST IN MY AREA, CAN I STILL GET YOUR PRODUCTS?

While Auto BlackBox products are mainly available through our network of dealers, as of late 2010, Auto BlackBox products also became available through our online e-commerce website. This website provides a place where you can learn more about Auto BlackBox products, stay up-to-date on news or updates , and conveniently purchase Auto BlackBox Pty. Ltd. products.

Orders placed through this website are shipped direct from our head office in Perth, WA, which means any returns or warranty claims will need to be shipped directly back to us. This is why we recommend shopping from a local dealer, who can usually replace items for you in a quicker time frame. If our dealer network cannot fulfill your order, you are more than welcome to shop with us directly.

If you would like to be able to see our products in person before purchasing, we encourage you to visit one of our dealers. Not only will you be able to see the product's design and look up close, you’re also likely to get a better price. If you don’t see a nearby Auto BlackBox dealer listed on our site, please contact us. We may know of an authorised dealer in your area who has not yet been listed on the website.

Looking for a local Auto BlackBox dealer? Find one here.

ARE THERE OTHER ONLINE SELLERS?

Yes there are other online sellers of our products, however it is important you only purchase from an authorised online reseller. You can shop online at other authorised Auto BlackBox dealer sites; many of our dealers also sell our products through their websites. In addition, there are reputable dealers who only sell online. We urge you to take care in choosing an online-only dealer and do your homework to ensure you are purchasing from a reliable dealer.

For more information on shopping online, and to see a list of authorised online sellers, click here.

CAN I SHOP FROM EBAY FOR YOUR PRODUCTS?

Yes, you can shop on eBay Australia for our products, but it is best to make sure the eBay seller has been approved as an authorised reseller. However, you cannot shop from 'ebay.com' for our products as these will not come with any Australian warranty, and if you require backup support or would like to make a warranty claim, it will cost extra if you choose the service through Auto BlackBox Australia. So, while it may appear you're saving a little bit up front, shopping from overseas vendors can be a very expensive excercise.

WHO ARE YOUR AUTHORISED DEALERS?

BlackVue products are sometimes sold by unauthorised resellers, which means they are importing the cameras from Korea in the Korean language and then hacking English firmware on to the system to make it appear English.

You can visit our authorised dealers page to make sure you only purchase BlackVue cameras from an authorised reseller. Authorised Dealers Page

All Auto BlackBox Pty Ltd products that are sold contain our Auto BlackBox importers seal. If you have purchased a BlackVue camera which does not have the seal on the original packaging, please contact us immediately with your proof of purchase.

PRODUCT QUESTIONS

DO YOU SELL REFURBISHED OR FACTORY SECONDS?

At Auto BlackBox, we only sell new genuine stock. Refurbished items are only used for warranty replacements, upgrades or for product demonstrations. If you feel you may have been sold a refurbished camera instead of a new one, please contact us for further assistance.

DO NEW MODELS WORK WITH OLDER MODEL CIG CABLE CONNECTIONS?

If you have a previous model of our cameras, some older models will have a cigarette cable that still fits the latest new models.

The following older units are compatible with new BlackVue models: *excludes new DR750LW

BlackVue DR300G | DR400G | DR400G II

Older iTronics cameras may not be compatible with new models so it is important to contact us to check this for you.

DO YOUR CAMERAS WORK ON A MAC?

YES! All BlackVue cameras we sell are indeed Mac compatible! The user software is one of the very few dash camera viewers in the world that works on a Mac computer.

BlackVue cameras also work on your Apple smartphone as well as Android. Models with WiFi enable you to wirelessly connect to the camera and units without WiFi can also be used on a smarth phone by inserting the micro sd card into a Android compatible phone.

NOTE: iTronics Cameras are NOT Mac compatible.

DO YOUR CAMERAS WORK ON BATTERIES?

Car dash cameras which use internal batteries to run on can create problems for the end user. Over our years of testing, we have found that using batteries in car cameras is not ideal in Australia's hot climate, because batteries will shutdown and fail in the heat long before the camera will. We have also found that cameras that run on batteries are only low end, and provide poor video quality as Full HD cameras require more power to run, than what batteries can provide. However, our cameras do use small lithium internal batteries to store saved data, and keep the date and time in sync.

If you're looking for a high quality camera that will offer you high performance for over 3 years, then avoid car dash cameras with internal batteries.

HOW DO I CONNECT THE BLACKVUE TO MY SMARTPHONE?

The BlackVue DR500GW & DR550GW cameras have built-in WiFi which allows them to connect to a smart phone device or tablet device via the BlackVue application. This can be downloaded free from the Apple or Android app store. When connecting your camera to your phone/tablet device, please make sure that WiFi has been enabled on the camera and the phone. You then go into settings and find the signal of the camera i.e 'DR500GW WiFi'.

Use the default password 'blackvue' to connect to the camera. Once successfully connected to the camera via the WiFi connection you can then start the BlackVue application and log in to the camera to view footage, download footage, change settings and more.

WHERE ARE YOUR PRODUCTS MADE?

Auto BlackBox products are manufactured in South Korea, the two leading brands we sell, BlackVue & iTronics are designed using the highest quality components in state of the art factories in SEOUL. Products manufactured in South Korea have a strong and well known repuation for being one of the most efficient countries in manufacturing, leading the world alongside with JAPAN in technology.

DO YOU OFFER DISCOUNTS FOR TRADE-INS?

Yes! If you would like to trade-in your older car camera system, we can offer you a discount as a returning customer to ensure you stay up to date with the latest in car camera technology.

DO YOUR CAMERAS DO LOOP RECORDING?

All Auto BlackBox car cameras use advanced loop recording. Loop recording means the camera will automatically delete the oldest dated files to make room for new recordings e.g. the camera may be deleting recorded files from last Tuesday when you're driving on Sunday morning. Essentially, there is no need to format the SD card when it becomes full (like GoPros need). The user can continue to use the camera long term without the unit needing constant atttention. This is one of the major advantages when comparing a sports/action camera to a specialised in-car camera.

HOW CAN I FIND OUT WHEN NEW PRODUCTS COME OUT?

We update this website with our new products as soon as they become available, so you’ll always have online access to information about our latest products. You can also subscribe to our newsletter at the bottom of the website to ensure you stay up to date with any upcoming news or product releases.

CAN I INSTALL YOUR PRODUCTS MYSELF?

All of our cameras are essentially plug & play which means they come with everything you need to get started. DIY installation is simple as it involves mounting the product to the interior of your car's windscreen, and then plugging the unit into the cigarette lighter for power. If you would like to have all of the cables fully concealed, we recommend visiting one of our local suppliers who will most likely be able to supply you with the camera, and professionally install it for you as well.

DO YOUR PRODUCTS REQUIRE FIRMWARE UPDATES?

It is not essential to make sure your camera has the latest firmware as it will continue to run with older firmware. However, we recommend you update the firmware of your camera when new firmware is released. This is because new firmware changes often have improvements in the software and will improve the performance or efficiency of your camera.

To check for the latest updates, please visit our downloads page.

If you require assistance in updating your camera to the latest firmware please visit our support centre.

IMPORTANT: If you have purchased an illegally imported product or a product that is in Korean, you cannot simply install the latest English firmware as this will cause the device to permanently fail. Please contact us if you have purchased a product from an unauthorised seller.

WARRANTY QUESTIONS

WHAT IF I BUY A CAMERA AND IT IS FAULTY ON ARRIVAL?

An Auto BlackBox Product is considered DOA if it shows symptoms of a failure, or is discovered to be broken or defective when first taken from its packaging. An Auto BlackBox Customer Service Representative will provisionally determine whether the Product is DOA. A photo may be requested to assist with the assessment of your claim. If the customer receives a DOA product it will generally be replaced with another product of the same model. Auto BlackBox will offer to pay for the postage costs to have the unit returned to our office or will provide a shipping label. The replacement unit will be dispatched within 2-7 business days once faulty product has been received.

For more information on our policies please visit our terms & conditions page.

WHERE DO I SEND PRODUCTS FOR A WARRANTY CLAIM?

If you purchased your car camera product from Auto BlackBox directly, or from one of our dealers you will qualify for a full 12 month repair/replacement warranty for your system. To submit a warranty return, please create an account and log in on this website.

After creating an account, please complete a warranty return form to make sure we have your details on file before we receive your faulty product. Please also include a copy of your purchase receipt from your supplier to ensure your warranty claim is not delayed.

Products should be sent to:

Auto BlackBox Returns

PO Box 1580, Osborne Park

Western Australia, 6916

Please include a copy of your receipt from your supplier, a return address, and a description of the issues you're having. This will ensure your claim is dealt with quickly and correctly.

TECHNICAL QUESTIONS

THE SPEAKER IS VERY CRACKLY / DISTORTED?

If your BlackVue dash camera is emitting a high pitched buzzing sound or a loud static noise, then it sounds like your camera's speaker is faulty. Follow our warranty procedure and have the unit sent back to us for a warranty repair.

HOW DO I UPDATE THE FIRMWARE ON MY CAMERA?

For BlackVue Cameras:

To carry out a firmware update on your BlackVue dash cam, you will need to format all data on the SD card. Make sure you have copied any important videos you may want to keep from the SD card first as you will loose all data when formatting. Please visit our downloads page for a link to the SD card formatting software you may need.

After formatting, downloaded the latest firmware that is specific to your camera's model, from our downloads page:http://www.autoblackbox.com.au/contact-us/downloads

You should now have a .zip file. Unzip the downloaded file and it will have a folder called 'BlackVue'. The next step is to simply copy this entire folder onto the SD card (which should be blank). After you have copied the new folder onto the card you sould only see one main folder on there, the BlackVue folder.

Now that you have copied the latest firmware file onto the card, please re-insert the card into the camera and the firmware update will complete the next time your camera is powered on.

Please refer to the notepad file also included in the download which should clearly describes the steps needed.

For iTronics Cameras:

iTronics do not release updates very often, so you may still have the latest firmware. However, updating the firmware for an iTronics camera is similar to the process described above.

The first step is to formatt the SD card to remove all data (make sure you copy any videos you want to keep onto your computer first). Now you have a blank card you will need to add the firmware file.

To carry out the firmware update you will need to go to our downloadspage and download the latest firmware specific to your iTronics camera model. After this is downloaded, unzip the file if needed and the copy file that has the .bin extension onto the SD card. Re-insert the SD card into your iTronics camera and the firmware update will begin.

CAMERA UNIT IS NOT POWERING ON?

If in the event your camera is not powering on, we recommend checking the connections to the camera as well as the power source. The best method in ensuring the power source is still working is to use a test light or dc volt meter. If you dont have a test meter, you can try plugging other accessories into the cigarette port to make sure it is still working.

If you have confirmed the device is definitely connected to an active 12V power supply, we recommend finally checking the cigarette cable for any signs of wear or a missing fuse. The tip of the cigaretter cable will have a fuse in the end, if this is blown the cig cable will not work. The cig cable may also have an in-line fuse in which this should also be checked.

If the system still does not power on after these checks, the device may be faulty and a warranty return is needed. Please proceeed to our warranty returns page to complete a warranty return for your system. Please note:: You will need to log into your account to access the warranty return form.

To complete a warranty return, please send the camera with the SD card back to our address. If the system is outside of warranty, please contact us for further assistance on having the unit repaired by us.

For more information on our policies please visit our terms & conditions page.

HOW DO I CHANGE THE SETTINGS USING A MAC?

The BlackVue viewer on a Mac operating system is slightly different to what a Windows user will see. However changing the settins using a Mac is fairly simple.

To change the settings please click on 'blackvue viewer' on the top of your screen near the Apple logo. You will need the viewer program to be running and open to see this. Next click down to 'preferences' to change the settings. Easy.

Sample Image Below to help.

CAMERA SAYS 'PLEASE CHECK THE SD CARD'?

If your camera is fairly new and this error message happens, it may be caused by a failed card or faulty unit, if the following recommendations do not work please contact us for a warranty replacement as soon as possible.

The most common fix for a 'please check the sd card' message is to formart the SD card. To do this wait until the unit is on and operating and then hold down the WiFi button for a good 10 seconds, shortly after a format of the SD card will begin. If you have the DR3500FHD or other models the format option is achieved by holding the Mic On/Off button down.

The manufacturer recommends the user format the SD card very 1-2 weeks. The process is very quick & easy as described above simply hold down the button for 10 seconds. NOTE: Your settings & preferences will NOT be lost when carrying out this format.

If the error still occurs - it could be as a result of the SD card being faulty in the camera. SD cards will usually last 12-14 months before a replacement is needed. Sometimes they can last as little as 6 months or 2+ years. In the event your SD card becomes faulty within the warranty period, it will be replaced free of charge. If outside of warranty a discounted price can be offered.

If trialling a new SD card does not correct the issue and the camera still gives this error message, the camera itself may be faulty, meaning it has lost the capability of loop recording due to a hardware issue. Please contact us to intiate a warranty claim for your camera.

HOW DO I CONNECT THE BLACKVUE TO MY SMARTPHONE?

The BlackVue DR500GW & DR550GW cameras have built-in WiFi which allow them to connect to a smart phone device or tablet device via the BlackVue application, which can be downloaded free from the Apple or Android app store. When connecting your camera to your phone/tablet device, please make sure that WiFi has been enabled on the camera and the phone. You then go into settings and find the signal of the camera i.e 'DR500GW WiFi'.

Use the default password 'blackvue' to connect to the camera. Once successfully connected to the camera via the WiFi connection you can then start the BlackVue application and log in to the camera to view footage, download footage, change settings and more.

UNIT SAYS 'INCORRECT PASSWORD'?

Sometimes if you have recently changed the password on your BlackVue unit smart-phones can get a cache error which causes them to say 'incorrect password' when you try to connect to the camera again. The most common fix for this issue is to delete the phones cached info on that wifi network. To do this tell your phone to 'Forget The Network' by clicking on that wifi network and selecting this option or an option that is similar.

By carrying out this step your phone the phone should now start from the beginning and connect to the Blackvue.

Use the default password 'blackvue' to connect to the camera. Once successfully connected to the camera via the WiFi connection you can then start the BlackVue application and log in to the camera to view footage, download footage, change settings and more.

GETTING 'WIFI SIGNAL IS TOO WEAK' MESSAGE?

This message can sometimes be received on Samsung phones when trying to connect to the camera using the Android application. This can be caused by the phone trying to connect to the internet while connected to the cameras WiFi connection.

To fix this issue, disable 'Data Roaming' or 'App Data' on the phone. It should now connect the BlackVue dash cam

'CANNOT CONNECT TO BLACKVUE'?

This message can sometimes be received on smart phones when trying to connect to the camera using the WiFi feature. This can be caused when the user goes straight into the BlackVue App and tries to connect to the camera without going into settings first and connecting to the WiFi network of the BlackVue camera.

To fix this issue, please go into Settings on the phone then to WiFi networks. Just as you would connect to a home network, find the BlackVue SSID on the list of available WiFi networks and connect using the password 'blackvue'. Once connect go back to the App and you will find the phone is now able to connect to the BlackVue camera using the App.

REAR CAMERA IS NOT WORKING?

The rear camera on the DR550GW and the DR650GW can sometimes cease to work. This can be due to a couple of reasons;

  • The coaxial cable has been damaged
  • There is a small pin missing from the centre of the coax cable plug
  • The front camera is faulty and not providing power
  • Rear camera connection is poor

To resolve your rear camera issue please take initial steps to check the coax cable. There is a small pin on the inside of the connection which can sometimes snap off over time as a result of the cable being plugged in and out frequently. If you find this pin is missing, you can purchase additional coax cables from our websop here: coax cable

If this pin on the cable end is still intact, we would suspect there is an issue with the front camera not providing power.

When sending the cameras back, please make sure both cameras (front and rear) are kept together so the serial numbers match up. We do not require any other components when returning cameras.

NOTE: Upgrading the firmware or formatting the SD card will not fix a rear camera issue.

UNIT IS SPEAKING IN KOREAN LANGUAGE?

If your BlackVue camera suddenly begins speaking in a foreign language. This will most likely be Korean as it is the default language for the camera.

Please try carrying out a firmware re-install or update to fix this issue. This process is described in the points above.

If carrying out a firmware update does not fix the issue, please send the unit back to us with a copy of your receipt and a description of the faulty unit for a warranty claim.

UNIT KEEPS RESTARTING?

If the camera is restarting after being initially powered on, it could be due to a faulty SD card or due to file issues on the SD card. Please format the SD card completely and re-insert the card back into the camera.

Using third-party SD cards such as Sandisk, Lexar and Kingston can cause the camera to restart. As recommended by the manufacturer, it is only advised to use BlackVue/Pittasoft branded SD cards.

If this problem re-occurs and is not fixed by formatting the card - please send your unit back for a warranty repair.

WHERE DO I SEND PRODUCTS FOR A WARRANTY CLAIM?

If you purchased your car camera product from Auto BlackBox directly, or from one of our dealers you will qualify for a full 12 month repair/replacement warranty for your system. To submit a warranty return, please create an account and log in on this website.

After creating an account please complete a warranty return form to make sure we have your details on file before we receive your faulty product. Please also include a copy of your purchase receipt from your supplier to ensure your warranty claim is not delayed.

Products should be sent to:

Auto BlackBox Returns

PO Box 1580, Osborne Park

Western Australia, 6916

Please include a copy of your receipt from your supplier, a return address, and a description of the issues you're having. This will ensure your claim is dealt with quickly.

TIME & DATE ARE INCORRECT?

BlackVue systems use a WTC (World Time Clock) internal battery to maintain an accurate time & date. If there is an issue with system or the WTC has come to the end of its life the time & date may go out of sync. There are a couple of procedures you can try to rectify this issue before proceeding with a warranty claim.

1. Download the Timeset.exe program from our downloads page here , once downloaded insert the cameras SD card into your computer and run this program. Set the correct time and re-insert the sd card back into the camera. This method is only possible with Windows computers.

2. If option 1 is not successful, please try the follow; Run the camera as normal and wait till the GPS is fully connected (ie after 10mins of driving), once connected press & hold the Wifi button for a good 10 seconds and release. This will initialise a system format and also tell the system to calibrate the time. This may fix the time in your circumstance.

If the above procedures do not work in fixing your time & date issue please contact us to make a warranty claim.

USE & CARE QUESTIONS

HOW OFTEN SH0ULD I FORMAT THE SD CARD?

It is recommended that you format the sd card at least on a fortnightly basis, this ensures you minise the risk of potential errors the card may run into after an extended amount of use.

Formatting the SD card is very easy to do and takes only a minute to complete. Simply hold down the WiFi button or Mic on/off button (DR300/400/3500 Models only) for 10-12 seconds and wait for the beep sound. Then allow the camera to carry out a format and you're done! The BlackVue camera will put the files needed back onto the SD card and your previous settings will not be lost. Easy!

CAN I MOUNT THE CAMERA BEHIND THE CARS TINT STRIP?

It is recommended that you mount the camera high & centre of the windscreen, you can also mount camera behind the cars tint strip to make the installation more discreet, and reducing the amount of direct sun that the camera is exposed to. So yes, you can definitely mount the camera behind the cars tint strip, we recommend positioning it in such a way that the cameras lens sits just below the strip, so the footage is not impacted by the colour or shade of the tint.

If you experience GPS difficulties after mounting the camera behind the tint ribbon, this may be due to interference if your tint strip is metallic. Please try mounting the camera in an open area to re-test the GPS signal.

DO I NEED TO UPDATE THE FIRMWARE REGULARLY?

It is not essential to update the cameras with the latest firmware, however it is recommended to do so when new updates come out. New firmware updates contain improvements to the performance of the car camera and also reduce the risk of issues occuring with the camera. Please check our downloads page for the latest firmware. If you require assistance on updating your camera, please visit our support centre.

HOW DO I REMOVE THE CAMERA BRACKET FROM MY WINDSCREEN?

The brackets are stuck on using high quality 3M adhesive tabs, these can be removed which means they are not a permament mount. To remove the bracket from your windscreen, simply twist the bracket left & right until the tape starts to give way. The bracket should slowly remove from the glass. You can then use a spare adhesive tab to remount the camera.

SHOPPING ONLINE

HOW DO YOU SHIP YOUR ONLINE ORDERS?

Online website orders are shipped using TOLL Overnight Express and Australia Post Satchel Express services, offering 1-3 day and 2-8 day shipping respectively, Australia wide. Orders will need to be signed for by the receiver, or if requested by the customer, the units can be left without the need for a signature.

If you miss a delivery by Australia Post, the parcel will be sent to the local LPO for your collection. If you select TOLL shipping and you miss the delivery: Please call the TOLL customer service line found on the 'Sorry We Missed You' card and arrange a re-direct service to a local news-agency in your area. For any concerns regarding this please contact our team on 08 6267 5167.

WHERE CAN I ENTER COUPON CODES?

If you have a coupon code to use on the website, please enter this in the coupon tab on the very last page of the checkouts. The bar is to the left of the "Add a Customer Note" box.

DO YOU OFFER PRICE MATCHING?

Auto BlackBox is a wholesaler, we do not offer any price-matching on any BlackVue products that our dealers sell.

While we do offer the ability to purchase directly from us, you may find a cheaper price from one of our authorised dealers. If you do shop with a local dealer you will need to contact them to begin any warranty claims.

WHAT PAYMENT METHODS DO YOU ACCEPT?

In the checkout, you can pay using Visa or Mastercard using the PayPal checkout window. Simply choose the PayPal option and follow the prompts to pay with a credit card. You do not need a PayPal account to use the PayPal checkout services. You can also choose to pay via banking funds transfer (EFT).

 

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