My app says "Not Connected" or fails to download

This article helps you troubleshoot Not Connected messages or failed video downloads in your THINKWARE app.

Phone permissions, a missing photo album, video playback compatibility, wireless interference, or overwritten files can affect video access.

Note: THINKWARE mobile apps do not automatically store dash cam footage in the cloud or phone memory. All video files remain stored on the dash cam's microSD card until you connect via Wi-Fi and explicitly export them to your smartphone's camera roll. Overwritten video files cannot be recovered.

If the app loses connection during a video download, displays "Not Connected", or transfers files extremely slowly, follow the wireless stability steps below.

Already tried some steps? Jump to:

1. Disable Wireless Apple CarPlay and Android Auto

2. Disable Wi-Fi Assist (iOS) and Smart Network Switch (Android)

3. Disable Active VPN Connections

THINKWARE app asking whether CarPlay is in use and requesting disconnection Connection Error Guide showing how to disconnect CarPlay on an iPhone or in a vehicle

Disable Wireless Apple CarPlay and Android Auto

Wireless Apple CarPlay and Android Auto each compete for your phone's Wi-Fi and Bluetooth antennas.

1. Before downloading video files, temporarily turn off [Bluetooth] and disconnect Apple [CarPlay] / [Android Auto] in your vehicle menu or phone [Control Center].

2. Reconnect to the dash cam Wi-Fi network and initiate the video download.

For step-by-step CarPlay and Android Auto settings with screenshots, see Wireless CarPlay or Android Auto causes connection drops.

Disable Wi-Fi Assist (iOS) and Smart Network Switch (Android)

Because the dash cam's Wi-Fi network does not provide cellular internet access, your smartphone may automatically disconnect from the dash cam while downloading videos.

iOS

Go to [Settings] > [Cellular] (or [Mobile Data]) > scroll down to the bottom > toggle [Wi-Fi Assist] to [Disabled].

iPhone Mobile Data settings highlighting the Wi-Fi Assist switch

Android

1. Open [Settings] > [Connections] > [Wi-Fi].

2. Open [Intelligent Wi-Fi] in the [Wi-Fi] settings.

Showing Intelligent Wi-Fi in the Wi-Fi settings.

3. Toggle [Switch to Mobile Data] (or [Adaptive Wi-Fi]) and [Switch to Better Wi-Fi] to [Disabled] ([OFF]).

4. If a system pop-up appears stating "Wi-Fi has no internet access, stay connected?", tap [Yes] / [Keep Connected].

Android phone Intelligent Wi-Fi settings screen showing disabled Switch to Mobile Data toggle

Disable Active VPN Connections

An active VPN can block communication between the app and dash cam.

Go to [Settings] > [VPN] and toggle all active [VPN] profiles to [Disabled] before attempting video downloads.

Phone VPN setting disabled before a local dash cam connection

None of the above worked

If downloads or exports still fail after checking permissions, exporting, testing gallery playback, disabling CarPlay and VPN, and checking the card, contact THINKWARE support.

Required tools: PC or Mac with a suitable card slot, or a compatible card reader or adapter if needed (for copying files directly from the card).

If you urgently need incident footage and the app cannot export it, turn off the dash cam, remove its microSD card, and connect it to a PC or Mac using a suitable card slot or reader. Copy the MP4 files directly.

Please refer to About THINKWARE's warranty policy for warranty requests or technical evaluation.

Need more help?

Contact the support team for your region by email or phone. We’ll respond to your email as quickly as we can.

North America (US/CA)
Email: support@thinkware.com
Phone: 1-844-865-9273

United Kingdom (UK)
Email: support.eu@thinkware.com
Phone: +44 (0) 333-121-0008

Europe (EU)
Email: support@thinkwarestore.com
Phone: +49 69 943 22200