
Lost ****** ******
*** **** ****** **** root ***** ***** ** not * ******** ****** issue ** ***; ******, changes **** *** *******, router, ** ***/******** ******* in ****** ****** ** remote ******* ** ***** breaking. A ******* ** ********* told ** ****** ***** types ** ***** ******* on * ******* *****:
- "**** **** ******* ****** or ******* ****** *** now ***** ****** ****** is ******. ***** *********** support *** ** *** apps *** ****** ***** a *** ****** ** particular."
- "****** ****** ********; **** of *** ***** *** just ***************** ** ***** end."
- "****** ****** ****** **** mobile ****** ** ****** machines. **** ********** *** VPNs ***'* ****** **** smoothly."
- "*** **** ****** ******** are **** ****** ******* over ********."
- "********* *** ****** ********...******* an *** ***** ** event"
- "**** **** ******* ** client ******** ** *** pc ** *****"
- "******* *** ******* ** their ****** ** ******* images **** **** *** out ** *** *******"
- "****** ****** ******. **** of **** *** ****** by ***** *** *******, not ** *** **** equipment ******."
***** *** ******* ** setting ******* ** *** remote ******* ** **** to **********, ***** ** in * ******** *** secure *** ** ***** complex. *** ******** *** tips ** *** *******, see ***: ****** ******* ****** *** Video ************ ***** *** ************ ******* ****** ****** Usage ********** *** * ****** ****.
Camera ********/***** ****
*******, ** */*** ** *** responses, ******* ******* ********* are ******* ***** **** unexpectedly. ********* ***** ** not ** *** *************** that ** *** ********* prompted ** *** *********, and ******* *** ********** is * ****** '***** stop' **** ***** ********* this *******.
******* ********** **** ***** are ****** ******, *** no '*** ******' ***** out ** ********* ** the ******* *******. ***** 'fixes' *** ******* ******* troubleshooting, *****/*** ******, ** even ******* *******:
- "******* ***** **** ** the **** ******** ****. The ***** *** ** 100 ********* ****** *** most ** *** **** it's * ******* ***** that ** *** ** our *******."
- "****** * ** **** / *** *******." ** sheer ******, **** ******** of **** ** ** far *** **** *********. The ******, ** ******, may ** **** *** varied, *** *** ******* that ******** * ******* call ** ********* **** that *** ******** ****** see ***** **** *** or **** *******."
- "*** **** ****** ****** problem **** ** *** called ***** ** **** a ****** ** ****, which *** ******* **** a ****** ** ******* issues ** * ******** production ******* (******* ** is *** *********, ****** maintenance, *** ***** ******, etc)."
- "******* ***** ******* *** to ******** *******."
- "****** ***. *******, ***** failure ** ***** ******* some **** ** ***** issue ** *** ** camera."
- "******* *** ****. **'* usually * ********** *****."
- "**** ** ****** ************, which ** ******* * networking *****, *** *** a ****** ******* *****."
- "*** **, *** *** cameras **** **** *** or ** *** ***** many *****."
Exporting ***** *****
*********** **** ******* **** users ********** **** ******* downloading *****, ***** ** not * *********** ** product ***** *** ****** training. ******* ******** ***** the ***** ***** ** execute * ******** ***** export ** ***** **** forgotten ** ***** ***** it **** ** ************ performed:
- "****** ** ****** *** how ** ******. **** though ** ** ** important ******* ** *** be *** **** ***** not ** **** **** and ** ***** **** a *** ***** ** remember *** ** ** it."
- "**** **** ** **** they **** ** ****** videos *** *** ****** Authorities!"
- "********* ** ******** * video **** ** ******* storage ******."
- "**** ****** *** ** export *****/*** *** ****** in **** *** *** we **** ** **** them ******* **."
- "********** ******** ***** *** saving ** ** * disk ** ***** ***** "
- "*** ** ******** *****. Customers **** ** ****** how ** ******** ***** from ***** *******."
- "******** *** *** ** download *** **** *****."
**** *********** ********* **** this **** *** ** somewhat ********* ** ******* 'quick ******' **** **** a ****-**-**** ******* *** doing **, *** ***** guides *** ***** **** or *** ********** ** casual ***** *** **** to ******** ******** ***** due ** * ****** event. ******* *** ********** is ***** *** ******* method ** ******* **** for ********.
Forgotten/Lost ******
*** ** *** **** personal ****** ** *********** is **** * *** source *** *****. ***** simply ****** ***** *********** for ******* ** ** systems, *** **** *** integrator ** ***** **** it *** ** ********* or ****** ********* ** restored:
- "***** ***** ****** ** login **** *** ******/****** app (******* ******* **** forgot ***** ********)"
- "**** ********. ***'* ******** how ** *** ***** system / *** ******** starting *** *****'* **** how ** *** **."
- "* **** ** ***-** password."
- "***** ****** *** ***** user **** ** *********."
- "****** ******** *** ** login."
- "**** ****** ***** ********"
- "******** ********** ***** ******** and **** **** "
******* *** *********** **** ***** ********* For ****** *** ***-**** Systems (**********) *** ********* ******** ******* ********** Statistics.
User ***** / ******** ***
*** ******* ***** ** users *** ******* ** forgetting *** ** *** their ******* ** ****** too, **** *% ******* it *** ******* ******* the **** ****:
- "**** ***** *** ******* for *** ***** ** familiarity **** ********* **** may *** *** ****** to ** *********** ****."
- "******* ** ***** *** In ********"
- "*** ******* ** **** search *** ******** *****. No ****** *** **** times ** **** ****, they **** **** ** forget *** ** ****** and ******** ***** *****."
- "**** ****** *** **** error ** **-******** ******. New **** ************** *** permissions ******* ** ******** users *** **** ******."
- "* ** *** **** whether ** ** ******* the **** ********** *** too ********* *** ****** to ***, ** *** fact **** **** *** not ******* * "******** video **** **** * VCR" ** ** *****, is ********* ****."
- "*** ****** ********* ** the ***********."
- "** ***** ****, ** leave * ****** *** they ***** **** ** to **** **** *******."
***** *** ******** * product *****, ******** ******** how ** *** ********* systems ** ***** *** integrator's **************. ********** *** new, ******, ** ********** surveillance ****** *****, ******** may ** **** ** an ******* ****** *** not *** **** ** done **** *** **** completed.
Hard *****/******* *******
******* ******** ******* ****** by *********** ** ***** the ****** *** *****: bad ******** **** ******. While **** *% ****** this ***** '******* *****', the ***** *** ****** enough ** ******** ** fairly ******:
- "** *** ****** **** Intel *** ****** ******* and **** ***** ****** to ******* *** *** drives ********* ** * RAID * ************* *** the **. ****** **** 1 ** **** *** Intel ****** ** **** saved ** * *** times. "
- "****** ** ** **** drive *******. ** ******** the ****** ** ************ like ******* ****. ******* skipping. ***** ** ******* caused ** ***** *******."
- "*** ********, **** **** just *** ***** **** than ******."
- "******** ** *******. ******: we ****** *** ***."
- "********* *******"
- "********* ***"
** **** *****, **** disk *********** ** *** method ** ****** *** issue. ** ******* *** ** ****** **** Drive ******** ******* ****** **** *** RAID ** ********* **** arrangements, ******* ****** ************ practice *** ********** ** (2016's): ***** ************ **** ***** Failure ********** *** ***** ************ **** ***** Size **********.
Nontypical '*****' **** *******
*******, **% ** ********* cited ******** ** *** general ********** ** *** source ** ***** **** common *****. ********* *** not ****** ******* ******* failure ** *** ******, but ********* ******** ** add ******* ** '**********', increase ******* *******, ** other ******** **** ***** not ********** ** ********* until ******* *** ******* initially *********:
- "****** ******* ** ***** they ******** *** *** covered ** **** *** hoped."
- "*** **** ****** ******* is ****** ******* **** storage, ** * **** of ********** ** *********** faces ** ******* ******. Rarely ** ******* **** to *** *** ****** quality ******* ** * higher ****** ***** ** front, *** ** ***** after ** ******** **** are ****** ****** ********* of ***** ****** ** pinch ******* ** *** initial **********. **** **** to *** ** **** of *** ***** ** possible *** **** **** the *** ***** **** and ******* ***** *** fact."
- "****** ********* ** ******* being ********. ** ** very **** ** **** a ****** ********* ** that ** ******* **** motion ******** ************ *** outside *******."
- "*** ***** ******"
- "** ******** ***** *******. Especially *** **** **** request ****** ** ***** on ******."
***** **** ****** *** mixed, **** ********* ******** a '******* *******' **** of *****, ***** ****** equipment ** ****** ****** optimization ** ****** ** prevent ********.
Comments (12)
Undisclosed #1
This item is interesting to see be the #1 issue. Cellular access is, in many ways, a bane for our industry IMO. I have very few residential accounts I support but they are the primary users of cellular access almost exclusively. Cell signal doesn't work in Nowhere, ND? Service call. Firewall at some completely unrelated site is blocking Wifi access? Service call. Forgot your password since it is usually saved in the app? Service call. New phone? Service call. Bandwidth not sufficient on 3G? Service call.
For integrators specialized in small business and residential I can see this as being frustrating as all of the above is in no way their issue. It's frustrating for me and I only support around a half dozen sites using mobile access.
Most of the other items are ubiquitous across all segments - forgotten passwords, forgetting how to export video, etc. There is mammoth turnover in protective services staffing. I'd be interested to hear how everyone is addressing these issues.
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Brian Levy
If only I could get my customers to agree to a training, and even when they do, they do not seem to be able to remember most of it in a few months. Out of sight out of mind, forever.
Cameras disconnects are an issue from time to time, especially when I am dependent on the customer's network. For this reason I always recommend I build my own.
I was surprised NVR and Camera time were not an issue. I have problems with clocks behind firewalls since some of my customers do not allow Internet Time Server access.
Since the purple surveillance drives have come out on the market I have had a lot less problems with failures. I really do not like hard drive issues because they should rarely occur.
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Dean B
For me, 75% of my calls are operator related. The people that use the VMS refuse to learn on their own!! I set up PDF's,video links, manuals on their desktop.
The other 25% (on the IP side) are cameras that are out/offline. Unplugging the cat 5/6 from the POe and plugging in again is the only fix. Why do IP cameras just go offline?
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Virgil Reed
I’m curious on what level of support integrators/dealers provide before charging for their time.
It would be great if you ran a related poll on “how do you bill the customer for these service categories”?
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