My app says "Check the certification number and try again"

This article helps you troubleshoot Check the certification number and try again or Camera not known errors in THINKWARE CONNECTED.

Registration and connection depend on the identification number, an active internet connection, USB-C port settings, battery protection settings, and account registration.

Note: Do not confuse the THINKWARE CONNECTED app with the THINKWARE DASH CAM LINK app. The THINKWARE DASH CAM LINK app is used to connect directly via Wi-Fi/Bluetooth and establish local connection, while the THINKWARE CONNECTED app provides remote cloud features, impact notifications, and live vehicle tracking.

If the THINKWARE CONNECTED app displays the error message "Check the certification number and try again" or "Camera not known" when you scan the barcode or manually enter the registration number, follow the steps below.

Already tried some steps? Jump to:

1. Verify Correct Registration Number by Connection Type

2. Connect Dash Cam to the Internet Before Registering

3. Update Apps and Dash Cam Firmware

4. Confirm Dash Cam Model Compatibility

Verify Correct Registration Number by Connection Type

The registration number depends on whether you use a mobile hotspot, an external LTE module, or built-in LTE.

For Wi-Fi / Mobile Hotspot Registration (U3000, U1000 PRO, U1000 Plus, Q1000, Q850 PRO, Q850, QA200 PRO, XD350, DVR-F790): Enter the Dash Cam Serial Number printed on the barcode sticker on the camera body or on the Dash Cam Box.

Dash Cam Serial Number printed on the barcode sticker on the camera body the Dash Cam Serial Number printed on the Dash Cam Box

For LTE Module Registration (U3000 PRO, ARC 900, ARC 800): Do NOT enter the dash cam serial number. You must enter the SIM Card ICCID Number printed on the LTE module front side.

SIM ICCID number printed on the front of the LTE module

For T700 (built-in LTE), follow the T700 SIM registration instructions in How to register your dash cam on THINKWARE CONNECTED app.

Connect Dash Cam to the Internet Before Registering

Note: Connect the dash cam to the internet before registering it in the THINKWARE CONNECTED app.

For the complete registration procedure, see How to register your dash cam on THINKWARE CONNECTED app.

For hotspot setup, use a separate internet-providing phone or hotspot device while the setup phone connects directly to the dash cam.

1. Turn on the vehicle's ignition and open the THINKWARE DASH CAM LINK app on your smartphone.

2. Connect to your dash cam via Wi-Fi or Bluetooth.

3. Check the dash cam Wi-Fi frequency via the THINKWARE DASH CAM LINK app and make sure to match the frequency to your hotspot network.

4. Go to [Dash Cam Settings] > [System Settings] > [Internet Settings] > [Enabled]

Internet Setting - Enabled

For iPhone users (iPhone 12 or later): Go to [Settings] > [Personal Hotspot] and turn on [Maximize Compatibility] to restrict the hotspot to 2.4 GHz. Match the hotspot band to the band supported by your dash cam.

For Android users: Go to your hotspot settings and look for the option to select either the 2.4 GHz or 5 GHz frequency, matching it to your dash cam.

Wi-Fi band reference: U3000 PRO, U3000, U1000 Plus, U1000, Q1000, ARC 900, ARC 700, and F790 support 2.4 GHz and 5 GHz. Q850, Q800PRO, Q200, ARC, X850, F200 PRO, and F70 PRO use 2.4 GHz. Match the hotspot band only for models that support hotspot internet access; U3000 PRO Wi-Fi support does not enable hotspot registration.

Remove special characters from the hotspot network name and password to help with connectivity.

5. Connect the dash cam to your smartphone's mobile hotspot or a Wi-Fi network with internet access.

6. Confirm the dash cam voice prompt announces, "Connected to the Internet".

7. Once connected to the internet, open the THINKWARE CONNECTED app and proceed with barcode scanning or manual number entry.

For LTE module setup:

1. Insert the SIM card fully into the LTE module in the correct orientation and close the SIM card slot cover.

Note: Some LTE modules have a SIM card pre-inserted.

insert the SIM card until it is fully inserted

2. Connect the cable between the LTE module Micro 5-Pin port and the dash cam USB-C port.

USB-C connection at the dash cam and Micro 5-pin connection at the LTE module

3. With the ignition on, select [LTE Modem] for the USB-C port. In THINKWARE DASH CAM LINK, go to [Dash Cam Settings] > [System Settings] > [USB-C]. The dash cam will restart after the setting changes.

USB-C setting with LTE Modem selected

For detailed installation instructions, see

How to Install the LTE Module and Register Your Dash Cam with the CONNECTED App - U3000 PRO.

How to Register ARC 900 with the CONNECTED App and Install the LTE Module.

How to Register ARC 800 with the CONNECTED App and Install the LTE Module.

Update Apps and Dash Cam Firmware

If [Internet Settings] or [Network Service] is missing from the THINKWARE DASH CAM LINK app, update the app and firmware.

Update the THINKWARE DASH CAM LINK app to the latest version in the Apple App Store or Google Play Store.

If your model supports updates through THINKWARE DASH CAM LINK, follow these steps.

Caution: Keep the dash cam powered on throughout the update.

1. Turn on the dash cam, open THINKWARE DASH CAM LINK, and tap [Connect to the Dash Cam].

2. Tap [Download] when prompted and wait for the download to finish. When “Latest firmware files are available. Do you wish to update?” appears, tap [OK].

3. Tap [Continue] to switch to the dash cam’s Wi-Fi, then tap [Join] when your phone asks to connect to the THINKWARE network.

4. Wait until the firmware is installed. The dash cam will restart and temporarily disconnect from the app. The update is complete when you hear “Update Complete, Continuous Recording will now start”.

If no update prompt appears, go to [More] > [Support] > [Update Firmware] > [Firmware Download], then follow the confirmation and connection steps above.

For detailed instructions, troubleshooting, or the PC/Mac method if app updates are unavailable, see How to update your dash cam’s firmware.

Relaunch the app and verify that [Internet Settings] appears in system settings.

Confirm Dash Cam Model Compatibility

Verify that your dash cam model supports THINKWARE CONNECTED services:

Supported models include U3000 PRO, U3000, U1000 PRO, U1000 Plus, Q1000, Q850 PRO, Q850, QA200 PRO, ARC 900, ARC 800, XD350, T700, DVR-F790.

Supported via Mobile Hotspot / Wi-Fi: U3000, U1000 PRO, U1000 Plus, Q1000, Q850 PRO, Q850, QA200 PRO, XD350, DVR-F790. U3000 PRO, ARC 900, ARC 800 require an external LTE module and do not support hotspot connection.

Supported via Plug-in LTE Module: U3000 PRO, ARC 900, ARC 800.

Supported via Built-in LTE: T700. For its SIM registration procedure, see How to register your dash cam on THINKWARE CONNECTED app.

None of the above worked

If the issue continues after checking the registration number, internet connection, app and firmware, USB-C setting, battery protection, and account ownership, contact THINKWARE support.

For warranty information, see About THINKWARE's warranty policy. Include your serial number when requesting registration assistance or a warranty 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