Customer Support

 

We take great pride in providing excellent customer support, no matter how small the request. We are able to provide one to one assistance and are continuously adding to the frequently asked questions section to enable a smoother customer experience.

If you have something that isn't covered in the list below, please do let us know.

Frequently Asked Questions

If you have issues, please run through all of the questions as your issue could be related.

** Please note that closing ALL background apps + rebooting your phone, normally fixes 99% of issues on all Dashcam Makes/Models **

You have invested in a Dashcam installation in your vehicle and it is important that you also invest time into ensure regular "house keeping" is performed.

Even though the majority of Dashcams are "format free" you should be connecting to the camera and formatting the memory cards at least once every 2 months, preferably every month.

All dash cams require maintenance at some point

Standard / Regular maintenance:

•    ⁠Checking for broken/missing files every 30-45 days.
•    ⁠Formatting Micro SD card every 30-45 days. - In the dash cam.
•    ⁠Checking/Updating firmware every 30-45 days.
•    ⁠Checking overall dash cam operation every 30-45 days.

Enhanced / long term maintenance

•    ⁠Formatting Micro SD card every 6 months. - In a Pc/Mac.
•    Replacing the Micro SD card every 12 to 18 months

Regular maintenance is recommended, it detects Micro SD card failures, Dash cam failures, and Capacitor failures.

Capacitor / backup battery failures are common, and will result in the last file being corrupted, or missing. It is easy to detect if you do regular maintenance.

There are several different factors that limit Dashcam Wifi reliability and effectiveness. 

Some are your cellphone itself. Cellphones will auto disconnect from WiFis that are unable to connect to the internet. The most common work around is to go into airplane mode, then enable WiFi, with Airplane mode still on. 

You also have full warranty support direct with Goluk for 1 year from purchase. 

You can contact Goluk direct by emailing Service@Goluk.com

Blackvue Support can be contacted by emailing Support@blackvue.uk

Goluk T Series

I can't see the Goluk Dashcam Wi-Fi anymore (T-Series)


The camera may have lost power or the camera thermal protection may have activated. In extreme heat, the Goluk camera's automatically disable Wi-Fi, the camera will still record as normal. Please let the camera cool down and then the Wi-Fi will turn on. If you have a Vehicle where the power may have been used from the vehicles OBD (On Board Diagnostic port), check the plug to ensure it hasnt come loose or if the power switch (if fitted) has been knocked. This port can be located in the drivers footwell (if you have this fitted). Simply remove the plug by puilling downwards and reseat it, also if you have a power switch installed on the plug, ensure that this is switched to the on (1) postion. If you do not have this plug then simply unplug the usb lead from the side of the camera and leave the camera off for 5 minutes before plugging the cable back in. This will then reset the camera wifi. Rogue background apps on your phone can interfere with the connection to the cameras so you should also force quit all other apps on your phone (this is normally done by swiping up on the phone app). Reset the wifi on your phone by turning OFF the wifi and activate flight mode. Then turn JUST wifi back on (flight mode must be still ON). Lights should have now illuminated on the camera. If there arent any lights then you can ensure that the camera itself is ok by using another micro USB power cable. These are standard cables that are used on many devices and phones. Plug the USB socket into a power source and then the micro USB connector into the side of the Dashcamera. After approximately 10 seconds the Camera should boot up and you will hear voice prompts indicating this. If you do now see lights but are still unable to connect the camera, then you can perform a Factory Reset by inserting a paperlip into the hole on the side of the camera. This will reset everything back to default and the wifi should now appear (however the default GOLUK_?????? camera name will now be used until you rename the camera in settings.) OBD power plug (used on some vehicles)




I can see the Goluk Camera Wi-Fi however I cannot connect or are experiencing Wi-Fi issues.


If you are not next to the camera, ensure that you are within 3 metres of the camera. Usually when you can see the Camera Wi-Fi but not connect, it means you are too far away from the camera. ** Rebooting your phone/tablet and closing all other background apps normally resolves connection issues 99% of the time along with ENABLING AIRPLANE MODE** Rogue background apps on your phone can interfere with the connection to the cameras so you should also force quit all other apps on your phone (this is normally done by swiping up on the phone app). Reset the wifi on your phone by turning OFF the wifi and activate flight mode. Then turn JUST wifi back on (flight mode must be still ON). Other Wi-Fi in the area may affect the download speed between the camera and your phone/tablet. You should ensure that any VPN connections are disabled and also try turning off bluetooth along with trying a new phone/tablet device with VPN and bluetooth disabled. Please also note that iphone and Android may update the OS on your phones that may affect how the camera's communicate. Android specifically tries to fall back to 4g/3g if the wifi it connects to is unable to see the internet (which is the case with the Goluk camera's). To eliminate this, please also disable your phones data connection and also try enabling AIRPLANE MODE and then just re enable wifi and connect to the camera.




I've forgotten the Camera Wi-Fi password for my Goluk


Insert a paperclip into the side of the camera, this will reset the camera to factory default. You will then be able to connect to the camera again. Follow the recommended camera settings for optimal performance




I have reset my Goluk Camera, what are the recommended optimal settings?


These are the recommended settings:




Goluk "Memory Card not detected" or "Memory Card error" message


The camera may have experienced an incorrect shutdown or the memory card may have developed a fault. It may just need re seating and formating due to movement. Please also note that in extreme temperatures it also may need to cool down. The cameras have an operating range between -10 deg C and +70 deg C and may shutdown outside of this range. (Currently) Goluk recommend the Toshiba Exceria M301 Micro SD cards as these have an operating temperature of -25 degree Celsius to +85 degree Celsius. If you get an error "Hi Goluk, Hi, Goluk, Hi Goluk" this is due to the memory card overheating. You will need to cool the vehicle cabin down ands then re format the memory card as below. First, make note if the timestamp on the camera recordings are correct. 1. Power the camera off by unplugging it and leave off for approximately 1 minute. 2. Eject the memory card. 3. Power the camera on and wait approximately 15 seconds. 4. Insert the memory card. 5. Connect to the camera by selecting the camera wifi hotpsot in your phone wifi settings. 6. Open the Goluk app and Click the blue button at the bottom of the screen. 7. Click STORAGE INFO 8. Click Format the SD Card. (if you get an error, click ACKNOWLEDGED and eject the memory card from the camera and then reinsert it. 6. Click "Format the SD Card". If you still get an error then take out the SD card and format it on your PC (not via the APP) with the ExFAT file system to check that the card can be formatted normally. This should be a normal format and not a quick format. If there is an error and your card is within our 6 month warranty please contact us and quote error "MY1". If the card is out of this warranty period then you will need to replace it. Please try another card, we recommend TOSHIBA Exceria Class 10 and above from Amazon. Lastly, if the card formated ok, please insert back into the camera and then power on. After 1 minute, please power off the camera, you should hear the prompt "Goodbye, Goluk", if you do not hear this prompt and the camera's lights go out immediately when you pull the power, please contact us and quote error "BT1"




The Camera seems hot? is this ok?


The Goluk T-Series cameras normally run warm to hot depending on ambient temperature as the camera body also acts as a heatsink. The cameras have an operating range between -10 deg C and +70 deg C. If the temperature exeeds this range then the camera may shut down until normal operating range is reached. This is perfectly normal. If the camera is subject to temperatures outside of this safe operating range then your warranty may be affected and if the camera develops a fault then this may not be covered. If the temperature outside is excessive, you can turn ON Parking Sleep Mode temporarily so the Camera goes to sleep after you have parked up. You should do this with each camera, within the settings.




I have downloaded and read the Manual and also gone through the FAQ list but im still experiencing issues?


If your camera is still within the one year warranty and appears to have developed a fault please contact us on: Info@Shield-IT.co.uk Please add a brief summary of the issue and confirm that you have completed the steps above. We will then issue a RMA number and may require you to return just the camera securely where it will be repaired or replaced. As the camera's are portable, they are easily removed as per this video: Should you wish to contact Goluk for support: Service@Goluk.com




The WDF ( Remote Wonderful Action Button) does not work with the Goluk Camera


Firstly check to see if a red light is illuminated when you press the remote button. If there isnt a light then you will need to replace the internal battery with a new one. The battery type is a CR2032. It should be noted that The WDF button may not activate if your dashcam is recording an URG clip at the same time. The URG recording mode has priority to record before the WDF mode. In order to test your WDF button, please power off the camera by removing the power cable for at least 2 minutes. Power the camera back on and wait 20 seconds for it to boot up. Connect to your camera wifi and open the Goluk app. Press the WDF button and a clip should start recording. If it doesnt, first try moving the button as other electronics may interefer with the signal. If the WDF button still doesnt work, the camera settings may need restoring to factory defaults. 1. Hold a paper clip in the "reset" hole of the camera, just next to the memory card slot for 8 seconds. The camera will then reboot (around 40 seconds). 2. Connect to the new camera Wifi and open the Goluk App. 3. Reformat the memory by going into Settings (gear icon). 4. Set all your prefered camera modes and rename the camera's, setting passwords as you wish. 5. Lastly, turn off the camera and leave for approximately 20 minutes. Your WDF button should now operate the camera. If the WDF remote button loses sync with the camera after performing the above then there may be interference between the button and the camera from vehicle electronics and this can be fixed by moving the button to another location within your car.




Error "Hi Goluk, Hi Goluk, Hi Goluk" repeating


This is a result of a memory card malfunction and may be due to extreme heat. The cameras have an operating range between -10 deg C and +70 deg C and may shutdown outside of this range. (Currently) Goluk recommend the Toshiba Exceria M301 Micro SD cards as these have an operating temperature of -25 degree Celsius to +85 degree Celsius. However, in extreme heat the card may reach temperatures higher than this if you do not have your cabin set to cool down or have adequate ventiliation in your vehicle. You can also turn ON Parking Sleep Mode temporarily so the Camera goes to sleep after you have parked up if the temperatures are excessive. You should do this with each camera, within settings. If you have an error "Hi Goluk, Hi, Goluk, Hi Goluk" this is due to the memory card overheating. You will need to cool the vehicle cabin down and then re format the memory card. First, make note if the timestamp on the camera recordings are correct. 1. Power the camera off by unplugging it and leave off for approximately 1 minute. 2. Eject the memory card. 3. Power the camera on and wait approximately 15 seconds. 4. Insert the memory card. 5. Connect to the camera by selecting the camera wifi hotpsot in your phone wifi settings. 6. Open the Goluk app and Click the blue button at the bottom of the screen. 7. Click STORAGE INFO 8. Click Format the SD Card. (if you get an error, click ACKNOWLEDGED and eject the memory card from the camera and then reinsert it. 6. Click "Format the SD Card". If you still get an error then take out the SD card and format it on your PC (not via the APP) with the ExFAT file system to check that the card can be formatted normally. This should be a normal format and not a quick format. If there is an error and your card is under warranty please contact us and error "MY1" Please also try another card if possible (SAMSUNG or TOSHIBA Class 10 and above). Lastly, if the card formated ok, please insert back into the camera and then power on. After 1 minute, please power off the camera, you should hear the prompt "Goodbye, Goluk", if you do not hear this prompt and the camera's lights go out immediately when you pull the power, please contact us and quote error "BT1"




The Camera doesnt appear to be recording any footage?


Reformating the camera memory cards in most instances will rectify this. The camera's are writing many files to the memory cards potentially 24hours a day. It is recommended to reformat your Dashcam memory card at least once every month (or 2) and you should check the recordings regularly to ensure the camera is recording correctly. The memory card could get corrupted if the camera isnt powered down correctly or if the power cable is inserted and removed quickly. Memory cards have a certain lifespan and this can vary due to heat and other factors but you should expect to get around 1 year life out of a memory card. To format the memory: 1. Power the camera off by unplugging it and leave off for approximately 1 minute. 2. Eject the memory card. 3. Power the camera on and wait approximately 15 seconds. 4. Insert the memory card. 5. Connect to the camera by selecting the camera wifi hotpsot in your phone wifi settings. 6. Open the Goluk app and Click the blue button at the bottom of the screen. 7. Click STORAGE INFO 8. Click Format the SD Card. (if you get an error, click ACKNOWLEDGED and eject the memory card from the camera and then reinsert it. 6. Click "Format the SD Card". You should also go into GENERAL SETTINGS in the APP and then click CLEAR CACHE. If you still get an error then take out the SD card and format it on your PC (not via the APP) with the ExFAT file system to check that the card can be formatted normally. This should be a normal format and not a quick format. If there is an error and your card is within our 6 month warranty please contact us and quote error "MY1". If the card is out of this warranty period then you will need to replace it. Please try another card, we recommend TOSHIBA Exceria Class 10 and above from Amazon.




My Stop Start doesnt work on my car anymore / I have an electrical fault / battery warning message or the Camera's dont seem to record long whilst in Parking Mode.


If you have had a Dashcam hardwired into your vehicle, you may recieve a warning message saying "high battery drain" or "electrical fault". This can vary depending on vehicle make/model. The message is normal and the reason for this is that your vehicle has detected something using its 12 volt power whilst your vehicle is switched off. (the Dashcams). When a Dashcam is hard wired, it is allowed to be powered up to 24/7 and will stay on and protect your car whilst parked for as long as your vehicle battery is at a safe level (enough to start your vehicle again). This safe level is normally around 11.8 volts but might drop past this if you dont use your vehicle for a long period of time. When we hardwire Dashcam's into vehicles, we may install a battery monitor kit that will allow the Dashcam to be powered whilst the vehicle is off. This then safely powers off the Dashcam's at a safe voltage level (this is normally between 12volts and 12.5volts). However, if you do wish to utilise "parking mode" on the Dashcam then other functions in your vehicle may not be availble until there is sufficient power in your vehicle battery. This might include things such as:

  • Start / Stop (engine)
  • Keyless Entry
This is only temporary and more noticable during the winter months due to your vehicle using more power like lights and heating. You can set the camera's to go to "sleep" when your vehicle is powered off and they will not use as much power and the messages may clear (again this is also dependand on how often you use your vehicle and how long the journey is). When you do longer journeys, your vehicle will charge its own battery more. Depending on the battery monitor used, there may be an option for you to manually select the point at which the camera's are powered off and this will be explained at installation. This setting is availible on the Goluk T Series Camera by connecting to the camera WiFi and going into settings. Then turning on "Parking Sleep Mode": Be aware, your Dashcam will NOT record whilst parked when it is in sleep mode. Please also note that vehicles with Start/Stop enabled may result in gaps in LOOP mode when driving. This is because when the vehicle starts its engine after stopping, a drop in voltage triggers the camera to power down momentarily. It will power back on and start recording within a few seconds. You can stop these recording gaps by disabling the Start/Stop function or by having a parking mode battery installed.




Do the cameras have Firmware updates?


Yes, There have been a few improvements made that require users to update the firmware in their cameras. Don't worry, this is a straight forward process and what this does is to add enhancements and also fix any bugs that may require fixing. Firmware Updates in layman terms is reprogramming the units "brain" and this can take up to 3 minutes. You must ensure that your car is switched on at all times whilst upgrading the firmware. If you own a Tesla Electric Vehicle, it is fine to update the camera's installed by Shield-IT at any time. The update should be done with a mobile phone that has a Data signal in order to check & download the new firmware. You must also ensure that the memory card has been formatted. It is highly recommended to format the memory card prior to updating the Firmware. (This can be done as per point 7 in this FAQ)

  1. First ensure that you connect to the Goluk’s WIFI.
  2. Open up the Goluk App and press the “Me” button in the bottom right corner
  3. Select “Camera Management”
  4. Select “Firmware update”
At this point your phone will search for the update and download it. If there isnt an update then your camera has the latest firmware installed. Select the new update and this will then be applied to your camera after a few minutes. * It is important to not power the cameras down or turn your vehicle off whilst updating as this could damage the camera and is not covered under warranty. Thats it! (you may have to join the camera’s WIFI again)




Unable to download videos from the camera


If you experience downloading issues then you may need to format your memory card. Once you have formatted you should open up the Goluk App (you dont need to be connected to the camera for this), then select GENERAL SETTINGS and then click CLEAR CACHE.




The date and time are incorrect and/or the camera isnt recording?


It is recommended to connect to the camera wifi at least every couple of months and open the app along with performing a memory card format. Goluk bring out firmware updates that fix bugs/issues that may arise and the only way that you will know about the firmware update is when you connect to the camera's and open the App. Also when you do this, you should format your memory card to ensure the card is still functioning as it should. The memory card writes thousands and thousands of video files and you should ensure that the card is still ok. It is recommmended to format the card every couple of months and also replace the card at least every 12 months. If you havent used your vehicle for a while the dashcam backup battery may deplete and the date & time will reset or show a spurious date/time, this is normal. When you connect to the camera, this will also syncronise the date and time automatically. A quick format can be completed by connecting to the camera wifi and then 1. going into the Goluk app, 2. click blue button 3. click settings/gear icon in the top right. Here you will see the memory card info. Click into that and you will be able to perform a quick format.




The Camera doesnt appear to be recording any Audio, even though this is enabled?


The app settings and camera settings may be out of sync. To fix this, simply connect to the camera's Wi-Fi and then into the camera settings (gear icon). Then untick "Record Voice" and click back. Go back into the settings and tick "Record Voice" then click back. You can check the voice is now recording by pressing the "Action/Wonderful" button and checking the recording for audio. it is also recommended to format your memory.




What Filesystem / Format is the memory card


The filesystem is EXFAT. A quick format can be completed by connecting to the camera wifi and then going into the Goluk app, blue button, then settings/gear icon in the top right. Here you will see the memory card info. Click into that and you will be able to perform a quick format. For a more comprehensive format it is recommended to use a PC or Mac. You need to select EXFAT as the filesystem.





Goluk M1

How do I view local footage on the Goluk M1?


1. Connect to the Goluk M1's wifi, the default password is "12345678" 2. Open the GolukCare app on your phone 3. Click on "Video" (the second icon along at the bottom) 4. Click on the word "Dashcam" (Top left) 5. This will give you a local wifi live view of the dashcam. 6. Click the "Dashcam Video" icon at the bottom. This will allow you to view all the recorded footage on the Dashcam Memory card.




Where can I enter the Internet APN settings?


1. Connect to the Goluk M1's wifi, the default password is "12345678" 2. Open the GolukCare app on your phone 3. Click on "Video" (the second icon along at the bottom) 4. Click on the word "Dashcam" (Top left) 5. This will give you a local wifi live view of the dashcam. 6. Click the "Gear/cog" icon at the top right. This will allow you to view the stored Dashcam settings such as Video Quality, Wi-Fi Password and APN information. 7. Enter the correct APN settings (you will need to contact your SIM Carrier Provider for these) and enter them in the settings screen. It is very important to enter these correctly otherwise your internet/cloud function will not work. 8. Once entered the Dashcam will store these internally and after approximatrely 10 minutes the Dashcam will use the internet. (please note, if you go in to the APN screen again, the settings will appear blank, they are stored internal on the camera) 9. You can check the settings are working by pressing the button on the M1 body, this will tell you if everything is ok. 10. If you are still experiencing an issue, press and hold the main button on the M1 for 6 seconds, this will perform a reboot. You can confirm your APN and MNC settings here:




The Remote Cloud function isnt working, how do I insert the 3G data sim?


Please ensure that the Micro SD memory card and 3G Data Sim are inserted correctly. If you force the cards in the incorrect way then this may invalidate your warranty.




The rear camera doesnt seem to be working?


The cables on the Goluk M1 have connectors that require a hard push to clip them securely together. Once connected they should not come apart easily however if your rear camera is not being displayed then this is a sign that the cables are not connected tightly together. Unplug and reseat each connector one by one, ensuring that you push the connections together firmly. Then you must power off the M1 and then back on again for the camera to register the rear camera.




Sim card not detected message


If you get this message, press and hold the power button for 10 seconds. The camera will reboot and read the sim. If you still get this error your data sim card may be faulty, please try another sim card and also ensure that you data sim has been activated for use by contacting your carrier. You also must ensure to enter the APN Settings in the Goluk Care app.





Tornado Charger

Nano Charger: The surface appears to have lost its "Stickiness"?


It is advised to clean the Nano surface every month or so with warm soapy water using a damp cloth. This also includes the back of your phone. The surface may lose its micro suction strength due to grease/deposits from the back of your phone and cleaning it will make it as strong as ever.




Mous & Nano Charger: My phone doesnt appear to be charging properly and the charging indicator is "pulsing" on and off?


This can happen in extreme heat, if the phone isnt located central on the charging surface or if there is a foreign object near the charger. Check for any obstruction, clean the charging pad with a warm damp cloth and also the back of your phone/phone case. This will allow the phone to be located properly. If you have a nanometer charger then clean as above and also make sure that you adhere your phone centrally on the charging pad. Reboot the Charger by unplugging for 10 seconds then plugging back in and also reboot your phone, normally by holding the power button (and another button if you have an Apple iPhone) and power off your phone. Then power it back on. After this, the charger may "pulse" on and off due to optimsed charging of your phone in the current conditions.




Tesla Charging Tray: My phone doesnt appear to be charging properly?


The Tornado charger has an advanced charging circuit that measures any potential interferance between the phone and charging surface. If the phone isnt located central on the charging surface or if there is a foreign object near the charger then the charging may not start or may start and stop within 2 seconds. The charger will reset itself after 2 seconds, so if for instance you dont place your phone directly in the middle of the tray the first time, you may have to lift your phone off the tray and place back after 2 seconds. This design is to protect both the charger and your phone from overheating. As the Tesla tray allows charging of many different sized phones, you will have to find the best location "sweet spot" for charging your particular phone model. The Tesla charging tray works best with your phone without a phone case or a slim case but the case must not have any magnets or metal inside it.





Goluk V1 Tracking

I am unable to view live tracking or tracking has stopped?


Please check that the camera's have power and are connected by following the instructions in the "T - Series" FAQ. If power and cameras are ok, 1. Check that you still hjave sufficient data remaining on your data sim card by contacting your provider or logging on to your mobile data account. If there is sufficient data then power the camera system off for 10 minutes and then back on.





Blackvue

Where can I find the latest Blackvue Desktop App and Firmware?


You can download the firmware through the app in the settings. Or you can go directly to Blackvue's website and also gett the desktop app too. https://www.blackvue.com/downloads/




“Please check the SD card” error alert


Take out the microSD card (from the side of the camera, this may be under the flap) then > format it -> update the firmware -> Insert back in the dashcam. Formatting the microSD card will delete all the recordings on the card, so make sure to back up the necessary files by saving them in the internal memory or on BlackVue Cloud (Cloud compatible dashcam’s only), or by connecting the microSD card to the computer before formatting it. We are not responsible for the loss of video files. Formatting the microSD card at least once a month is recommended. Format the microSD card if the recorded video quality appears to be poor. It is recommended to use the BlackVue microSD cards only. 3rd party microSD cards, especially SanDisk microSD cards, may have compatibility issues with BlackVue dashcams and may void the warranty. Format using dashcam’s self-format function: To format the microSD card press the Wi-Fi/Format button on the side of the dashcam for 10 seconds until the dashcam beeps.





General

What is the Warranty on the installation?


We provide 1 years warranty on the installation. All products have a minimum 1 year warranty and if it is confirmed that the camera is defective, this should be returned to us after being provided with an RMA and a replacement will be sent out. As soon as we recieve the faulty camera we aim to post the repaired camera (or replacement) within 1 working day if we have them in stock with a tracking number where possible. Please note that all memory cards are consumable items and these carry a 6 month warranty with Shield I.T. If the memory card develops a fault that cannot be recitified by formatting then Shield I.T. will replace this. You can also contact the manufacturers direct for assistance: Service@Goluk.com Support@blackvue.uk




My Radio DAB reception doesnt seem as good?


All dashcams may have some kind of interference with vehicle DAB reception and this can seem exaggerated when travelling and in poor DAB reception areas. When we install Dashcams we check the radio reception and also run cables alongside existing vehicle wiring to reduce interference but we cannot guarantee that radio interference will be totally eliminated and due to the varied reception throughout the UK we cannot be held accountable for radio reception interference. This may be reduced by adding on devices call “ferrite cores”. These are small barrel connectors around 1” in length and simply clip onto the cable just before where the cable is plugged into the dashcam. They are freely available on Amazon, ebay or our webstore https://www.shield-it.co.uk/product-page/dab-interference-suppressor-ferrite-core




Will a Dashcam installation void my vehicle warranty?


No. We mount the camera to internal vehicle trim where possible, removing and replacing trim with no damage. We do not cut into any cables and take the power supply from a source that will not void your vehicles warranty. We do not use your cigarette lighter socket, our install is known as a "hard wire" installation, all cables will be hidden where possible and we will use a seperate safe 12 volt supply that will not interfere with any of your vehicle electronics, often using its own supply.





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