Uploading FAQs

It’s my first time uploading. Where do I start?

Start with this Uploading Guide.

I’m trying to upload but my case keeps shutting down?

Your case is designed to upload everything that is currently on your tracers and cameras. If it is shutting down quickly that means most likely there is nothing else to upload. If you feel this is wrong please contact support.

I got an email from support that they didn’t get my Tracer data. What do I do now?

You need to upload your case data. You can do this one of two ways:

Option 1: Plug your case directly into ethernet, and press the upload button. (Note: If your case number is 7500 or higher, you don’t have an upload button, all you need to do is plug in your case to power and ethernet and the upload will happen automatically.)

Option 2. Via the camera’s network:

  • Plug camera into ethernet and power.

  • Plug in your case, press the upload button, and it will start uploading. (Note: If your case number is 7500 or higher, you don’t have an upload button, all you need to do is plug in your case to power and the upload will happen automatically.)

Once your case upload is complete, fill out a support ticket and let us know to add your Tracer data to your game. If you’re not sure if all your Tracers uploaded, you can check the status in the app.


I uploaded my game but after the upload completed it did not go to processing – is something wrong?

Depending on how busy the weekend is. It can take 15 – 60 min for our system to begin processing after you have uploaded. If it seems to be taking longer than this please contact support.

Can I upload from a hotel?

No, the Trace Case is unable to connect to hotel networks because of their security settings. We recommend waiting until you are home to upload.

You can transfer the data to the internal storage each night. To do this, plug everything in as if you’re going to upload and push the upload button. The case will then store everything on its internal storage and upload once you connect it at home.

Does my phone need to be with me when I’m uploading?

No, once you have connected your case to wifi you are free to walk away. Your case will remember the wifi and connect on its own each time you are uploading.

If I’m the one who Traced the game do I need to upload as well?

No, anyone who has the Trace teams app and coach/manager permissions can connect the case to their wifi and upload the game.

The app is telling me bluetooth is off but I check my settings and it is on?

If the app is still telling you that bluetooth is off: Go to the settings app > scroll down till you find Trace Teams > click bluetooth “on”.

How long should my upload take?

A typical game with 2 x 45-minute halves consists of 16gb of video and data. On a 10 Mbps upload connection it would take 3 hours, 49 minutes.  We recommend a minimum of 5 Mbps upload speed.

Is my game still uploading? Can I turn off the case?

When your upload is complete the case will shut itself off automatically and the upload lights will turn off. Check the iOS app and look for the message “upload complete”. If you think that something may be wrong, your case is restarting too much or the upload happened too quickly, contact us.

What do I do if my Camera shows REC during upload?

If one or both of your cameras is not in USB mode during the upload, please stop the upload, swap the ports into which the cameras are plugged and restart upload.

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