A user at an agency will reach out to CommandCentral support because they have media on a device that won't upload. They may also need to complete additional tasks/scenarios on a device and are unable to, due to media not uploading to Vault/Evidence. 

Examples of additional tasks are: 

-Update firmware
-Doing an end of shift, but receiving an error code leaving the user unable to offload media
 

Production

You will need to lateral engage the TSO ASTRO Device team. This team is responsible for getting the device over to the depo, the customer will send the device in, the media will be pulled and uploaded into their Vault account. A device will be sent back to the customer with updated firmware if needed.