Top Video Surveillance Service Call Problems 2020

By IPVM Team, Published Oct 23, 2020, 07:55am EDT (Info+)

3 primary and 4 secondary issues stood out as causing the most problems when maintaining video surveillance systems, according to ~200 integrators in new IPVM results.

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These integrators answered:

What is the most common video surveillance system problem custoemrs call you about?

In this note, we examine the problems, including detailed integrator feedback on the problems faced. Plus, we compare to 2018 Top Video Surveillance Service Call Problems.

Common ******

*** **** ****** ****** **** ****** Dropouts/Video ****, **** ****** ****** *** Exporting ***** *****

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*******, **** ****** ****** ** **** of * *******, ******** **** **% to **%:

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*** ********* **** ** ****** ******** for */* ** *** ********* ********:

  • *********/**** ******
  • **** ***** / ******** ***
  • ****** ********* ****/******* *********
  • **** *****/******* *******

*********/**** ****** ******* ************* (**% ** 5%) ******** ** ****, *** ***** Motion ********* ******** **** ****** ********* previously, **** **** ******** ** *% of *********** ** *** **** ****** issue ** ****.

Camera ******

*** **** ****** ***** ******* ******* calls **** ******* *******, **** **** 1/3 ********* ****** ******* **** ** offline. ****** ******** **** *** #* response ** ****.

******* ***** **** ********** ******, ****** resolved ** *********, *** *****/****** ****** errors ******* *** ******:

  • "**'** *** ******** ********* ** ******* going ******* *** *** ******* **** not ********** ****. **** **** ** went **** ** ******** ***** *** we ******** ***** *** * ***** link *****"
  • "******* *** ******* / *******. ** have ** ****** **** ******* **** I ***** ** ****** **** **."
  • "****** ****. **** ***** **'* **** a ****** ***** ** *** **** back. ************ *** ****."
  • "***** **** ** ******* *** *********. Usually, ***** ***** ******** ******** ** camera"
  • "**** ** ** ******* ******* ** NVR ******"
  • "******* ******** *** *** ** ****** IP ******."
  • "**** ** ***** *** ** ****** is ********** ************"
  • "****** ** **** / *** ******** through ***** ******."
  • "******* ***** ***-**** ***** ** ** a ******** *******"
  • "******* *** ************ **** *** *******"
  • "******* ******* ** **** ** ***** network"
  • "***** **** ** ******* ******* *** of *****"
  • "******** ******* *** *******"
  • "******* **** **** ***********."
  • "******* *******- ************."
  • "******* ***"

Lost ****** ******

**** ****** ****** *** *** #* most ****** ****** ***** ** ***********, a ******** ** **** **** ****, from **% ** **** ** **** 12% ** ****.

***** **** ********* ********** ** ***** reporting **** ***** ******/***** *********** ** not *******:

  • "***** ****** *** *** *******. *** majority ** *** ****, ** ** a ******* **** ***** *** ** LAN."
  • "****** *******, **** **** **** ** on ***** ******."
  • "***’* *** *** ******* ** ***** mobile ******."
  • "****** ** *** ********** **** *** internet."
  • "********-***** *** "*****" ********* ** ****** a *** ** *** ******* ***-** issues."
  • "****** *** ******* *******"
  • "****** **********"
  • "**** ** ****** ******"
  • "**** ******* ***** *** ****** *****."
  • "* **** ****** ** ** ******* from ** *****"
  • "******** ****** *** **** *** ****** viewing/access."

*** ****** ****** ****** ****** ***** be ********** ** *********** ** ******-******* ** *** ****** access (*** **** ****** ****** ********** 2019). ***** **** *** **** ********** is **** **** *********, **** ***** risky, *** *** **** ******** ******* *** ****.

***** *** ******* ** ******* ******* up *** ****** ******* ** **** to **********, ***** ** ** * reliable *** ****** *** ** ***** complex. *** ******** *** **** ** the *******, *** ***:****** ******* ****** *** ***** ************ Guide*************** ******* ****** ****** ***** ************* * ****** ****.

IT *********** ** *****

*** *********** ********* ******* ******* *** lost ****** ****** ** ******* ******* call ********, *** ****** ** *** problem *** ***** ***** **** *** users ** **********:

  • "******- ** ***** ** ****** *** see *** ****** ** *** ******* (NEED ** ***** **/******** *******)******* ***** than ****** * ******* **** ** sit *** *** *** ****** ** anything ******* ***** **** ****** ** up."
  • "****** *** ******* **% (** ****) is ******* *** ** ***** ** department ****** ******* *** ********* *** system."
  • "******* ************ ****** ********* ** *** product ** ************. ** ******* ****** on *** ***** ****, ** ****** it *******."
  • "**** ********** ** ** *******. **** often **** ** *** ** ****** with ***** ******* ******* ***** ** rolls *** *** ************ ******* ********* their ******** *********."
  • "******* ******* ***** ***** ** ***** IT **********"
  • "******* *******- **% **** *** ** their ** ******** *********"
  • "******* ** * ******* ***** ******* about ** ***** ** **********"
  • "** ****** ******** ***** **% ** the **** **** *** ** ** IT ******** * ****** ******"

***** ****** ********* * *** ******** to ***** ********* ******** *** ***** surveillance, *** **** ******* *** ************ ** ********* ******** *** ************ Tutorial.

Export ***** *****

*********** **** ***** **** ***** ********** have ******* *********** *****, ***** ** not * *********** ** ******* ***** but ****** ********. ******* ******** ***** the ***** ***** ** ******* * recorder ***** ****** ** ***** **** forgotten ** ***** ******* ** ** not * ****** ****:

  • "*** ** ****** ***** ** ********** exporting ***** **********. ** **** * large ******** ** *** ********, ***** systems **** ** ** **** **** until **** ***. * **** ******* of *** ******** **** ** ****** running ***** ******** ***** ****** *** a ***-********* ********* ** ********* **** large ********** *****."
  • "********* ***** *****. **** ** **** my ****** ** ****** *********** ** often *** ******** **** ******* *** to ** ** ******* *****’* ** need *** **** ******* **** ***** is ** ******** **** **** **** to *** ** **** **** ********* how."
  • "** *** ******* ******* ******* ******* users ** *** *** ***** ***** how ** ****** *****. **** *** these ******* ********* *** **** ****** them ***** **** **** ****."
  • "*** ** ****** *** ****** **********. And ***** **** ** ******."
  • "************* ******* **** *** *** ********* video. ******* ******** *******, ******, ******, this ********* ** ** ** ***** with *** **** *****."
  • "******* ** ***** *** *** ** Export/share"
  • "** ***** ************, ** ** ********* how ** **** ***** ********** ** a ****** ****** *** *** ***********."
  • "*** ** ******** * ***** **** when ** ** ****** (***** **** probably **** ***** ****** **)"
  • "**** ****** *** ** ******** *****"
  • "*** ** *** ****** *****!!!!"
  • "**** ****** *** ** ****** *****"

Motion ********* ******* / ********* ******

*********** ******** ****** **** ****** ********** or ******* ******** **** ****** ********* accuracy:

  • "****** ********* ******... ****** *** ******* enough ****** ** ********* ****** **** there ** ****.."
  • "******* (** ****** ** ****) **********. Often *** ** ****** ****** ********* issues"
  • "***'* **** * ******* ***** *****."
  • "***** ** ******* **** *** ********* and *** ** * ******* **."
  • "****** **********"
  • "****** **********"
  • "**** ** *********"
  • "** *********."

**** ***** ************ (*******) **** ********** in ****** ****** ****** ******* ** ****** problems **** ******-***** ***** ********* **** decrease. ** ******** ***** ****** ******** in***** ********* ***, ********* ******** ********, *******, *******, etc.

User ***** / ******** ***

*** ******* ***** ** ***** *** knowing ** ********** *** ** *** their ******* ** ****** ***, **** 7% ******* ** *** ******* ******* the **** ****:

  • "**** ** ****** ******** **** ******** vendors ******. * ** * *** of ********* *** **** **** ** was * **** ************* **** **** was *** * ***/***."
  • "******* ******* ********* *** ** *** the ********, **** ***** **** **** for **** ** ********* *** ********** incident *****."
  • "******** ****** ** **** ** *********** or **** ** ********* ** *** customer."
  • "***'* ******** *** ** *** ************ used ********"
  • "**** ***'* **** *** ** *** the ******."

Login ******

*% ** *********** **** **** ***** simply ****** *** ******** *** ******* in ** *** ***/***, *** **** the ********** ** ***** **** ** can ** ********* ** ****** ********* is ********:

  • "****** * ******** ... ******* ** their *** **** * ***'* **** the ******** ***."
  • "**** ****** *********. ****** **** *** the *** ********* **** **** ** forget."
  • "***'* *** **** ***"
  • "********* ********."
  • "* ****** ** ********"

**** ** ********** * ******* *** the**% ** *********** (**** **** ** Managing *** **** *********), *** ******** **** ** *** manage *** *****' *********. ***** *********** most ******** ***** **** ** ** the *** ****'* ************** *** ********** environments ** *** ***** ****.

Comments (5)

Avatar

Hans Kahler

Eagle Eye Networks
10/26/20 02:36pm

My favorite support call is "The system just stopped working - I don't know why" and then you dig in to find all of the settings are changed - usually by the person that called in.

Agree: 2
Disagree
Informative
Unhelpful
Funny: 1
Avatar

Sean Patton

IPVM | In reply to Hans Kahler | 10/26/20 03:03pm

I think many of us have had the "Critical - All Cameras DOWN!!!" call where the tech arrives on site, turns on the monitor in the security office, and drives home.

Agree: 3
Disagree
Informative
Unhelpful
Funny
Avatar

Hans Kahler

Eagle Eye Networks
In reply to Sean Patton | 10/26/20 03:36pm

My all time favorite was one where I was told that our system was not working and it happened to be down the street from our office. I decided to investigate it myself because this was quickly becoming a problem. After being on site for about 60 seconds I determined that someone had unplugged the POE switch from the wall so that they could charge their cell phone. Once we plugged the POE switch back in the system miraculously recovered.

Agree: 3
Disagree
Informative
Unhelpful
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Avatar

Ryan Karpilo

10/26/20 04:29pm

Customer calls an emergency:

Customer: My entire system is down I can't log in!!! Screaming and Screaming.

Us: Is everything powered on, do you see the login screen?

Customer: Yes?

Us: Pick up your keyboard, take 6 steps back.

Customer: Umm, OK?

Us: Are you still holding the keyboard?

Customer: Umm, Yes?

Us: Plug your keyboard back in.

-You're welcome.

Agree
Disagree
Informative
Unhelpful
Funny: 4

Horace Lasell

10/29/20 05:18am

Thanks, John, for a very interesting article which provides significant insights into the state of video surveillance today.

"Integrators also noted that users frequently have trouble downloading video, which is not a performance or product issue but rather training."

Is this properly a training issue, or a design issue?

Who should be expending effort to address this issue: the customer, or the vendor?

Agree
Disagree
Informative: 1
Unhelpful
Funny
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