Top Video Surveillance Service Call Problems (Statistics)

Author: Brian Rhodes, Published on Feb 28, 2018

In our most recent statistics series, over 150 integrators told IPVM the most common problem their customers have with their video systems. Interestingly, common root causes emerged across integrator sizes or geograhic locations.

Inside, we gather those answers into key themes and provide integrator color comments in how they deal with them.

Customer Problem Call Root Cause Statistics

The key themes integrators cited include:

  • Lost Remote Access
  • Camera Dropouts/Video Loss
  • Exporting Video Clips
  • Forgotten/Lost Logins
  • User Error / Training Gap
  • Hard Drive/Storage Failure

The breakdown by percentage cited below:

** *** **** **************** ******, **** *** *********** **** **** *** **** ****** ******* their ********* **** **** ***** ***** *******. *************, ****** **** causes ******* ****** ********** ***** ** ********* *********.

******, ** ****** ***** ******* **** *** ****** *** ******* integrator ***** ******** ** *** **** **** **** ****.

Customer ******* **** **** ***** **********

*** *** ****** *********** ***** *******:

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

*** ********* ** ********** ***** *****:

[***************]

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

*** **** ****** **** **** ***** ***** ** *** * security ****** ***** ** ***; ******, ******* **** *** *******, router, ** ***/******** ******* ** ****** ****** ** ****** ******* of ***** ********. * ******* ** ********* **** ** ****** these ***** ** ***** ******* ** * ******* *****:

  • "**** **** ******* ****** ** ******* ****** *** *** ***** remote ****** ** ******. ***** *********** ******* *** ** *** apps *** ****** ***** * *** ****** ** **********."
  • "****** ****** ********; **** ** *** ***** *** **** ***************** on ***** ***."
  • "****** ****** ****** **** ****** ****** ** ****** ********. **** forwarding *** **** ***'* ****** **** ********."
  • "*** **** ****** ******** *** **** ****** ******* **** ********."
  • "********* *** ****** ********...******* ** *** ***** ** *****"
  • "**** **** ******* ** ****** ******** ** *** ** ** phone"
  • "******* *** ******* ** ***** ****** ** ******* ****** **** they *** *** ** *** *******"
  • "****** ****** ******. **** ** **** *** ****** ** ***** own *******, *** ** *** **** ********* ******."

***** *** ******* ** ******* ******* ** *** ****** ******* is **** ** **********, ***** ** ** * ******** *** secure *** ** ***** *******. *** ******** *** **** ** the *******, *** ***:****** ******* ****** *** ***** ************ ******************** ******* ****** ****** ***** ************* * ****** ****.

Camera ********/***** ****

*******, ** */*** ** *** *********, ******* ******* ********* *** cameras ***** **** ************. ********* ***** ** *** ** *** troubleshooting **** ** *** ********* ******** ** *** *********, *** calling *** ********** ** * ****** '***** ****' **** ***** encounter **** *******.

******* ********** **** ***** *** ****** ******, *** ** '*** reason' ***** *** ** ********* ** *** ******* *******. ***** 'fixes' *** ******* ******* ***************, *****/*** ******, ** **** ******* failure:

  • "******* ***** **** ** *** **** ******** ****. *** ***** can ** *** ********* ****** *** **** ** *** **** it's * ******* ***** **** ** *** ** *** *******."
  • "****** * ** **** / *** *******." ** ***** ******, this ******** ** **** ** ** *** *** **** *********. The ******, ** ******, *** ** **** *** ******, *** the ******* **** ******** * ******* **** ** ********* **** that *** ******** ****** *** ***** **** *** ** **** cameras."
  • "*** **** ****** ****** ******* **** ** *** ****** ***** is **** * ****** ** ****, ***** *** ******* **** a ****** ** ******* ****** ** * ******** ********** ******* (whether ** ** *** *********, ****** ***********, *** ***** ******, etc)."
  • "******* ***** ******* *** ** ******** *******."
  • "****** ***. *******, ***** ******* ** ***** ******* **** **** of ***** ***** ** *** ** ******."
  • "******* *** ****. **'* ******* * ********** *****."
  • "**** ** ****** ************, ***** ** ******* * ********** *****, and *** * ****** ******* *****."
  • "*** **, *** *** ******* **** **** *** ** ** bad ***** **** *****."

Exporting ***** *****

*********** **** ******* **** ***** ********** **** ******* *********** *****, which ** *** * *********** ** ******* ***** *** ****** training. ******* ******** ***** *** ***** ***** ** ******* * recorder ***** ****** ** ***** **** ********* ** ***** ***** it **** ** ************ *********:

  • "****** ** ****** *** *** ** ******. **** ****** ** is ** ********* ******* ** *** ** *** **** ***** not ** **** **** *** ** ***** **** * *** times ** ******** *** ** ** **."
  • "**** **** ** **** **** **** ** ****** ****** *** the ****** ***********!"
  • "********* ** ******** * ***** **** ** ******* ******* ******."
  • "**** ****** *** ** ****** *****/*** *** ****** ** **** way *** ** **** ** **** **** ******* **."
  • "********** ******** ***** *** ****** ** ** * **** ** thumb ***** "
  • "*** ** ******** *****. ********* **** ** ****** *** ** retrieve ***** **** ***** *******."
  • "******** *** *** ** ******** *** **** *****."

**** *********** ********* **** **** **** *** ** ******** ********* by ******* '***** ******' **** **** * ****-**-**** ******* *** doing **, *** ***** ****** *** ***** **** ** *** understood ** ****** ***** *** **** ** ******** ******** ***** due ** * ****** *****. ******* *** ********** ** ***** the ******* ****** ** ******* **** *** ********.

Forgotten/Lost ******

*** ** *** **** ******** ****** ** *********** ** **** a *** ****** *** *****. ***** ****** ****** ***** *********** for ******* ** ** *******, *** **** *** ********** ** hopes **** ** *** ** ********* ** ****** ********* ** restored:

  • "***** ***** ****** ** ***** **** *** ******/****** *** (******* because **** ****** ***** ********)"
  • "**** ********. ***'* ******** *** ** *** ***** ****** / new ******** ******** *** *****'* **** *** ** *** **."
  • "* **** ** ***-** ********."
  • "***** ****** *** ***** **** **** ** *********."
  • "****** ******** *** ** *****."
  • "**** ****** ***** ********"
  • "******** ********** ***** ******** *** **** **** "

******* ************** **** ***** ********* *** ****** *** ***-**** ******* (**********)************ ******** ******* ********** **********.

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

*** ******* ***** ** ***** *** ******* ** ********** *** to *** ***** ******* ** ****** ***, **** *% ******* it *** ******* ******* *** **** ****:

  • "**** ***** *** ******* *** *** ***** ** *********** **** functions **** *** *** *** ****** ** ** *********** ****."
  • "******* ** ***** *** ** ********"
  • "*** ******* ** **** ****** *** ******** *****. ** ****** how **** ***** ** **** ****, **** **** **** ** forget *** ** ****** *** ******** ***** *****."
  • "**** ****** *** **** ***** ** **-******** ******. *** **** configurations *** *********** ******* ** ******** ***** *** **** ******."
  • "* ** *** **** ******* ** ** ******* *** **** interfaces *** *** ********* *** ****** ** ***, ** *** fact **** **** *** *** ******* * "******** ***** **** into * ***" ** ** *****, ** ********* ****."
  • "*** ****** ********* ** *** ***********."
  • "** ***** ****, ** ***** * ****** *** **** ***** call ** ** **** **** *******."

***** *** ******** * ******* *****, ******** ******** *** ** use ********* ******* ** ***** *** **********'* **************. ********** *** new, ******, ** ********** ************ ****** *****, ******** *** ** more ** ** ******* ****** *** *** *** **** ** done **** *** **** *********.

Hard *****/******* *******

******* ******** ******* ****** ** *********** ** ***** *** ****** for *****: *** ******** **** ******. ***** **** *% ****** this ***** '******* *****', *** ***** *** ****** ****** ** register ** ****** ******:

  • "** *** ****** **** ***** *** ****** ******* *** **** since ****** ** ******* *** *** ****** ********* ** * RAID * ************* *** *** **. ****** **** * ** with *** ***** ****** ** **** ***** ** * *** times. "
  • "****** ** ** **** ***** *******. ** ******** *** ****** is ************ **** ******* ****. ******* ********. ***** ** ******* caused ** ***** *******."
  • "*** ********, **** **** **** *** ***** **** **** ******."
  • "******** ** *******. ******: ** ****** *** ***."
  • "********* *******"
  • "********* ***"

** **** *****, **** **** *********** ** *** ****** ** fixing *** *****. ** ********** ** ****** **** ***** *************** ****** **** *** **** ** ********* **** ************, ******* common ************ ******** *** ********** ** (****'*):***** ************ **** ***** ******* ****************** ************ **** ***** **** **********.

Nontypical '*****' **** *******

*******, **% ** ********* ***** ******** ** *** ******* ********** as *** ****** ** ***** **** ****** *****. ********* *** not ****** ******* ******* ******* ** *** ******, *** ********* requests ** *** ******* ** '**********', ******** ******* *******, ** other ******** **** ***** *** ********** ** ********* ***** ******* are ******* ********* *********:

  • "****** ******* ** ***** **** ******** *** *** ******* ** they *** *****."
  • "*** **** ****** ******* ** ****** ******* **** *******, ** a **** ** ********** ** *********** ***** ** ******* ******. Rarely ** ******* **** ** *** *** ****** ******* ******* or * ****** ****** ***** ** *****, *** ** ***** after ** ******** **** *** ****** ****** ********* ** ***** choice ** ***** ******* ** *** ******* **********. **** **** to *** ** **** ** *** ***** ** ******** *** then **** *** *** ***** **** *** ******* ***** *** fact."
  • "****** ********* ** ******* ***** ********. ** ** **** **** to **** * ****** ********* ** **** ** ******* **** motion ******** ************ *** ******* *******."
  • "*** ***** ******"
  • "** ******** ***** *******. ********** *** **** **** ******* ****** or ***** ** ******."

***** **** ****** *** *****, **** ********* ******** * '******* learned' **** ** *****, ***** ****** ********* ** ****** ****** optimization ** ****** ** ******* ********.

Comments (12)

*** **** ****** **** **** ***** ***** ** *** * security ****** ***** ** ***; ******, ******* **** *** *******, router, ** ***/******** ******* ** ****** ****** ** ****** ******* of ***** ********

**** **** ** *********** ** *** ** *** #* *****. Cellular ****** **, ** **** ****, * **** *** *** industry ***. * **** **** *** *********** ******** * ******* but **** *** *** ******* ***** ** ******** ****** ****** exclusively. **** ****** *****'* **** ** *******, **? ******* ****. Firewall ** **** ********** ********* **** ** ******** **** ******? Service ****. ****** **** ******** ***** ** ** ******* ***** in *** ***? ******* ****. *** *****? ******* ****. ********* not ********** ** **? ******* ****.

*** *********** *********** ** ***** ******** *** *********** * *** see **** ** ***** *********** ** *** ** *** ***** is ** ** *** ***** *****. **'* *********** *** ** and * **** ******* ****** * **** ***** ***** ***** mobile ******.

**** ** *** ***** ***** *** ********** ****** *** ******** - ********* *********, ********** *** ** ****** *****, ***. ***** is ******* ******** ** ********** ******** ********. *'* ** ********** to **** *** ******** ** ********** ***** ******.

*** ** ***** ******* ***** *** ********* *** ****** ******* by ***** *** *****. ***** ** ****** ** ****** ** roll * ***** *** ***** ****** *******. ** *****'* ****** a ***** *** *** ***** ****** ** **** * *****.

** *** ********** ****** ** ***** * *** ** ****** with ********** **** "*** ** * ****** *****?" ** "* don't **** ****** ******." ** *** ****** **** *******, ******, computers, **********.

*** **** ******* ***** *** ******* **** ***** ******** ** less **** * *******. ** * ****** ** **** ** power ***** *** *** **** ** *** ****** *** ****** is ******* ****. ** * ****** ******* ***** ******** ** tell **** ** *** ****** ******** ** *** *** *** an ***** ** **** ** **** *** ***** ***** ********. We ****** ***** **** ****** **** ********* *** **** *** remote *********** *** *****-*****. ** *** **** ****** ***** ** an ***** ** ***** *** *** ** *** *.*.*.* ** the *** ** **** **** ** ******** ********.

** ** ********** ** *** *** ** **** * *****. This ***** ******* ***** *****.

****,

* ******* ** **** *** ******* ***** ********** ***** *****. But *** ***** **** *** **** ** ********* ******* ** your *********.

** *** ****** *** *** ***** ** **** ** *** charge *** ******** *** ****** *******?

*** ******** ** *** ******* *** ****** ** * ******* fee *** ********** ** ***********, ** ****'** * ********** ** don't ****** ******** *** *** ****** *******. ** ***, ** charge *** ********** ** ***** ******.

** ** *** **** ** ***** ** ******** **** ***'* require ** ** **** *** ******** *** **. **** *** been * *** ***** ** **** **** *** **** * years *** ** **** ******* **** ******* ***** *************.

** **** * ***** ******* ********* ******* ********** ********* ** helping *** ***** ** *** ***** *** *** *******. ****** for **** ** ***** **** *** *** ***** *******.

* ***'* ***** *** ****** **** ****** ****. * ***** most ***** *********** **. *** *** ***** *** ******* *****.

** **** * ***** *** ** ********* ** ***** ** a ********, *** **** **** **** **, **** ** *** seem ** ** **** ** ******** **** ** ** ** a *** ******. *** ** ***** *** ** ****, *******.

******* *********** *** ** ***** **** **** ** ****, ********** when * ** ********* ** *** ********'* *******. *** **** reason * ****** ********* * ***** ** ***.

* *** ********* *** *** ****** **** **** *** ** issue. * **** ******** **** ****** ****** ********* ***** **** of ** ********* ** *** ***** ******** **** ****** ******.

***** *** ****** ************ ****** **** **** *** ** *** market * **** *** * *** **** ******** **** ********. I ****** ** *** **** **** ***** ****** ******* **** should ****** *****.

* *** ********* *** *** ****** **** **** *** ** issue. * **** ******** **** ****** ****** ********* ***** **** of ** ********* ** *** ***** ******** **** ****** ******

** ** * ******** *****. * **** **** **** **** times. **********, *** ********* ****** *** ***** *** **** *** issues ****** *** ********. ******** **** *** * ****** **** we **** ******* ***** ** *** **** ***** *** ** of *** ** ***:******* ***.

* ********* * ******** *** ** *** ********. **'* * Raspberry ** **** **** ** * ********** *** ** ****** and **** ***** *** *** ******** ** **. *** ** is ********** **** ** **** **** *** *** ******* ******** Savings ******** *** **** *** ** *** ******** ** **** the ******* ****. ** **'* **** *** ******** ******, **** a ****** **** *********.

*** **, **% ** ** ***** *** ******** *******. *** people **** *** *** *** ****** ** ***** ** ***** own!! * *** ** ***'*,***** *****, ******* ** ***** *******.

*** ***** **% (** *** ** ****) *** ******* **** are ***/*******. ********** *** *** */* **** *** *** *** plugging ** ***** ** *** **** ***. *** ** ** cameras **** ** *******?

*** ** ** ******* **** ** *******?

* *** ****** *** **** ******** *****. * *** ********** a ********* "******" ********* ** *** ************* **** **** ** time. **** * ***'* ********** ** ********** *** *** ******* restores **** *** ****** **********. *** *****'* *** ****** **** some **** ** ***** ********** ** ** ** ***** ** it's *** **** ** ****** *** ******? *** ** * have ** ******* *** *** ** ******* **** *** ******?

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

*’* ******* ** **** ***** ** ******* ***********/******* ******* ****** charging *** ***** ****.

** ***** ** ***** ** *** *** * ******* **** on “*** ** *** **** *** ******** *** ***** ******* categories”?

***** ********. ********* * ****** * ************ *********** *********. *******, one *** * ***** ***** * ** *** ******** ******* and *** *******. ** ** ******** ** *** ********** ** a ** ********* **** * **** ****** *** **** ****. I **** ** *** ****** *** ****** ******* ** **** up ** ** *******.

**** ******* ** ******* *** **** ***** * ******* ** completed *** ***** **** **** ****** ***.

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