Recovering data from your device

If a session will not sync — for example the device switched off before it finished recording — the raw files are usually still on the device. The diagnostics page connects to your device over Bluetooth, shows its health, and sends the files you select straight to the ShotTrack recovery team. No sign-in is required.

Open the diagnostics page

Go to app.shockai.co/diagnostics on a desktop, laptop, or Android device (Chrome or Edge recommended). The page checks your browser first — if Bluetooth connections are not supported it explains what to use instead.

Connect your device

Switch on your ViB or VoD device and click Connect device. Your browser lists nearby ShotTrack devices — pick yours and it connects in a few seconds.

Check the connected device

Once connected, the page shows your device with its serial number and firmware version. Confirm the serial matches the device you want to recover data from.

Review device health

The health panel is a live read-out from your device — battery, temperature, storage used, and whether a firmware update is available. Support may ask about these values, so this is a good screen to have open when you call.

Find the files to recover

Files are grouped by recording session. Files flagged Possible corruption are the ones most worth sending — that flag usually means the device lost power before it finished writing.

Select the files

Tick the sessions and events you want to send, or use Select all. The send button shows how many files are selected.

Send the files

Click Send files to ShotTrack and keep the device close and the page open. Each file shows its progress as it is read from the device and uploaded.

Note your reference codes

When the transfer finishes you get a reference code per session. Quote these when you contact ShotTrack support so the team can find your files straight away. Partial files are expected for corrupted sessions — send them anyway.

Keep the reference codes from the final step — quoting them lets support find your files immediately. If the transfer keeps failing, move the device closer to your computer and try again, or contact ShotTrack support.