Top Video Surveillance Service Call Problems 2020

By IPVM Team, Published Oct 23, 2020, 07:55am EDT

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 ******

*** **** ****** ****** were ****** ********/***** ****, Lost ****** ****** *** Exporting ***** *****

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*******, **** ****** ****** is **** ** * problem, ******** **** **% to **%:

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*** ********* **** ** issues ******** *** */* of *** ********* ********:

  • *********/**** ******
  • **** ***** / ******** Gap
  • ****** ********* ****/******* *********
  • **** *****/******* *******

*********/**** ****** ******* ************* (13% ** *%) ******** to ****, *** ***** Motion ********* ******** **** rarely ********* **********, **** were ******** ** *% of *********** ** *** most ****** ***** ** 2020.

Camera ******

*** **** ****** ***** causing ******* ***** **** cameras *******, **** **** 1/3 ********* ****** ******* lost ** *******. ****** dropouts **** *** #* response ** ****.

******* ***** **** ********** errors, ****** ******** ** rebooting, *** *****/****** ****** errors ******* *** ******:

  • "**'** *** ******** ********* of ******* ***** ******* and *** ******* **** not ********** ****. **** when ** **** **** to ******** ***** *** we ******** ***** *** a ***** **** *****"
  • "******* *** ******* / offline. ** **** ** reboot **** ******* **** I ***** ** ****** have **."
  • "****** ****. **** ***** it's **** * ****** reset ** *** **** back. ************ *** ****."
  • "***** **** ** ******* not *********. *******, ***** error ******** ******** ** camera"
  • "**** ** ** ******* cameras ** *** ******"
  • "******* ******** *** *** to ****** ** ******."
  • "**** ** ***** *** or ****** ** ********** disconnected"
  • "****** ** **** / not ******** ******* ***** client."
  • "******* ***** ***-**** ***** to ** * ******** problem"
  • "******* *** ************ **** the *******"
  • "******* ******* ** **** on ***** *******"
  • "***** **** ** ******* getting *** ** *****"
  • "******** ******* *** *******"
  • "******* **** **** ***********."
  • "******* *******- ************."
  • "******* ***"

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

**** ****** ****** *** the #* **** ****** reason ***** ** ***********, a ******** ** **** than ****, **** **% in **** ** **** 12% ** ****.

***** **** ********* ********** by ***** ********* **** their ******/***** *********** ** not *******:

  • "***** ****** *** *** working. *** ******** ** the ****, ** ** a ******* **** ***** ISP ** ***."
  • "****** *******, **** **** view ** ** ***** phones."
  • "***’* *** *** ******* on ***** ****** ******."
  • "****** ** *** ********** from *** ********."
  • "********-***** *** "*****" ********* is ****** * *** of *** ******* ***-** issues."
  • "****** *** ******* *******"
  • "****** **********"
  • "**** ** ****** ******"
  • "**** ******* ***** *** remote *****."
  • "* **** ****** ** my ******* **** ** phone"
  • "******** ****** *** **** for ****** *******/******."

*** ****** ****** ****** issues ***** ** ********** is *********** ** ******-******* ** P2P ****** ****** (*** IPVM ****** ****** ********** 2019). ***** **** *** port ********** ** **** time *********, **** ***** risky, *** *** **** when**** ******* *** ****.

***** *** ******* ** setting ******* ** *** remote ******* ** **** to **********, ***** ** in * ******** *** secure *** ** ***** complex. *** ******** *** tips ** *** *******, see ***:****** ******* ****** *** Video ************ ******************** ******* ****** ****** Usage ************* * ****** ****.

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

*** *********** ********* ******* offline *** **** ****** access ** ******* ******* call ********, *** ****** of *** ******* *** often ***** **** *** users ** **********:

  • "******- ** ***** ** longer *** *** *** system ** *** ******* (NEED ** ***** **/******** CHANGES)Nothing ***** **** ****** a ******* **** ** sit *** *** *** cannot ** ******** ******* their **** ****** ** up."
  • "****** *** ******* **% (or ****) ** ******* due ** ***** ** department ****** ******* *** affecting *** ******."
  • "******* ************ ****** ********* to *** ******* ** installation. ** ******* ****** on *** ***** ****, or ****** ** *******."
  • "**** ********** ** ** cameras. **** ***** **** is *** ** ****** with ***** ******* ******* their ** ***** *** new ************ ******* ********* their ******** *********."
  • "******* ******* ***** ***** by ***** ** **********"
  • "******* *******- **% **** due ** ***** ** changing *********"
  • "******* ** * ******* issue ******* ***** ** their ** **********"
  • "** ****** ******** ***** 80% ** *** **** turn *** ** ** IT ******** * ****** config"

***** ****** ********* * key ******** ** ***** dedicated ******** *** ***** surveillance, *** **** ******* see ************ ** ********* ******** For ************ ********.

Export ***** *****

*********** **** ***** **** users ********** **** ******* downloading *****, ***** ** not * *********** ** product ***** *** ****** training. ******* ******** ***** the ***** ***** ** execute * ******** ***** export ** ***** **** forgotten ** ***** ******* it ** *** * common ****:

  • "*** ** ****** ***** or ********** ********* ***** quantities. ** **** * large ******** ** *** industry, ***** ******* **** to ** **** **** until **** ***. * good ******* ** *** customer **** ** ****** running ***** ******** ***** either *** * ***-********* interface ** ********* **** large ********** *****."
  • "********* ***** *****. **** in **** ** ****** is ****** *********** ** often *** ******** **** forgets *** ** ** it ******* *****’* ** need *** **** ******* when ***** ** ** incident **** **** **** to *** ** **** have ********* ***."
  • "** *** ******* ******* without ******* ***** ** get *** ***** ***** how ** ****** *****. They *** ***** ******* installed *** **** ****** them ***** **** **** them."
  • "*** ** ****** *** replay **********. *** ***** time ** ******."
  • "************* ******* **** *** and ********* *****. ******* multiple *******, ******, ******, this ********* ** ** an ***** **** *** tech *****."
  • "******* ** ***** *** how ** ******/*****"
  • "** ***** ************, ** is ********* *** ** copy ***** ********** ** a ****** ****** *** law ***********."
  • "*** ** ******** * video **** **** ** is ****** (***** **** probably **** ***** ****** to)"
  • "**** ****** *** ** retrieve *****"
  • "*** ** *** ****** video!!!!"
  • "**** ****** *** ** export *****"

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

*********** ******** ****** **** missed ********** ** ******* problems **** ****** ********* accuracy:

  • "****** ********* ******... ****** not ******* ****** ****** or ********* ****** **** there ** ****.."
  • "******* (** ****** ** find) **********. ***** *** to ****** ****** ********* issues"
  • "***'* **** * ******* event *****."
  • "***** ** ******* **** the ********* *** *** do * ******* **."
  • "****** **********"
  • "****** **********"
  • "**** ** *********"
  • "** *********."

**** ***** ************ (*******) goes ********** ** ****** ****** ****** ******* to ****** ******** **** motion-based ***** ********* **** decrease. ** ******** ***** common ******** ******* ********* ***, ********* ******** ********, weather, *******, ***.

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

*** ******* ***** ** users *** ******* ** forgetting *** ** *** their ******* ** ****** too, **** *% ******* it *** ******* ******* the **** ****:

  • "**** ** ****** ******** from ******** ******* ******. I ** * *** of ********* *** **** that ** *** * very ************* **** **** was *** * ***/***."
  • "******* ******* ********* *** to *** *** ********, they ***** **** **** for **** ** ********* and ********** ******** *****."
  • "******** ****** ** **** of *********** ** **** of ********* ** *** customer."
  • "***'* ******** *** ** use ************ **** ********"
  • "**** ***'* **** *** to *** *** ******."

Login ******

*% ** *********** **** that ***** ****** ****** the ******** *** ******* in ** *** ***/***, and **** *** ********** in ***** **** ** can ** ********* ** access ********* ** ********:

  • "****** * ******** ... usually ** ***** *** that * ***'* **** the ******** ***."
  • "**** ****** *********. ****** they *** *** *** regularly **** **** ** forget."
  • "***'* *** **** ***"
  • "********* ********."
  • "* ****** ** ********"

**** ** ********** * problem *** *****% ** *********** (**** Risk ** ******** *** User *********), *** ******** **** do *** ****** *** users' *********. ***** *********** most ******** ***** **** it ** *** *** user's ************** *** ********** environments ** *** ***** that.

Comments (5)

** ******** ******* **** is "*** ****** **** stopped ******* - * don't **** ***" *** then *** *** ** to **** *** ** the ******** *** ******* - ******* ** *** person **** ****** **.

* ***** **** ** us **** *** *** "Critical - *** ******* DOWN!!!" **** ***** *** tech ******* ** ****, turns ** *** ******* in *** ******** ******, and ****** ****.

** *** **** ******** was *** ***** * was **** **** *** system *** *** ******* and ** ******** ** be **** *** ****** from *** ******. * decided ** *********** ** myself ******* **** *** quickly ******** * *******. After ***** ** **** for ***** ** ******* I ********** **** ******* had ********* *** *** switch **** *** **** so **** **** ***** charge ***** **** *****. Once ** ******* *** POE ****** **** ** the ****** ************ *********.

Customer ***** ** *********:

********: ** ****** ****** is **** * ***'* log **!!! ********* *** Screaming.

**: ** ********** ******* on, ** *** *** the ***** ******?

********: ***?

**: **** ** **** keyboard, **** * ***** back.

********: ***, **?

**: *** *** ***** holding *** ********?

********: ***, ***?

**: **** **** ******** back **.

-***'** *******.

******, ****, *** * very *********** ******* ***** provides *********** ******** **** the ***** ** ***** surveillance *****.

"*********** **** ***** **** users ********** **** ******* downloading *****, ***** ** not * *********** ** product ***** *** ****** training."

** **** ******** * training *****, ** * design *****?

*** ****** ** ********* effort ** ******* **** issue: *** ********, ** the ******?

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