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)

Undisclosed Integrator #1

02/28/18 04:13pm

*** **** ****** **** root ***** ***** ** not * ******** ****** issue ** ***; ******, changes **** *** *******, router, ** ***/******** ******* in ****** ****** ** remote ******* ** ***** breaking

**** **** ** *********** to *** ** *** #1 *****. ******** ****** is, ** **** ****, a **** *** *** industry ***. * **** very *** *********** ******** I ******* *** **** are *** ******* ***** of ******** ****** ****** exclusively. **** ****** *****'* work ** *******, **? Service ****. ******** ** some ********** ********* **** is ******** **** ******? Service ****. ****** **** password ***** ** ** usually ***** ** *** app? ******* ****. *** phone? ******* ****. ********* not ********** ** **? Service ****.

*** *********** *********** ** small ******** *** *********** I *** *** **** as ***** *********** ** all ** *** ***** is ** ** *** their *****. **'* *********** for ** *** * only ******* ****** * half ***** ***** ***** mobile ******.

**** ** *** ***** items *** ********** ****** all ******** - ********* passwords, ********** *** ** export *****, ***. ***** is ******* ******** ** protective ******** ********. *'* be ********** ** **** how ******** ** ********** these ******.

Avatar

John Bazyk

IPVMU Certified | In reply to Undisclosed Integrator #1 | 03/02/18 02:22pm

*** ** ***** ******* calls *** ********* *** easily ******* ** ***** the *****. ***** ** almost ** ****** ** roll * ***** *** those ****** *******. ** haven't ****** * ***** for *** ***** ****** in **** * *****.

** *** ********** ****** of ***** * *** to ****** **** ********** from "*** ** * export *****?" ** "* don't **** ****** ******." We *** ****** **** Android, ******, *********, **********.

*** **** ******* ***** and ******* **** ***** anything ** **** **** 5 *******. ** * camera ** **** ** power ***** *** *** port ** *** ****** the ****** ** ******* into. ** * ****** forgets ***** ******** ** tell **** ** *** forget ******** ** *** app *** ** ***** is **** ** **** can ***** ***** ********. We ****** ***** **** issues **** ********* *** that *** ****** *********** are *****-*****. ** *** some ****** ***** ** an ***** ** ***** the *** ** *** 8.8.8.8 ** *** *** to **** **** ** resolves ********.

** ** ********** ** can *** ** **** a *****. **** ***** clients ***** *****.

Avatar

Virgil Reed

In reply to John Bazyk | 03/02/18 02:42pm

****,

* ******* ** **** you ******* ***** ********** truck *****. *** *** still **** *** **** of ********* ******* ** your *********.

** *** ****** *** the ***** ** **** do *** ****** *** customer *** ****** *******?

Avatar

John Bazyk

IPVMU Certified | In reply to Virgil Reed | 03/02/18 02:52pm

*** ******** ** *** clients *** ****** ** a ******* *** *** monitoring ** ***********, ** they're * ********** ** don't ****** ******** *** the ****** *******. ** not, ** ****** *** connection ** ***** ******.

** ** *** **** to ***** ** ******** that ***'* ******* ** to **** *** ******** use **. **** *** been * *** ***** of **** **** *** last * ***** *** we **** ******* **** support ***** *************.

** **** * ***** staffed ********* ******* ********** dedicated ** ******* *** techs ** *** ***** and *** *******. ****** for **** ** ***** into *** *** ***** already.

Undisclosed Integrator #2

In reply to John Bazyk | 03/02/18 02:50pm

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

Avatar

Brian Levy

02/28/18 11:40pm

** **** * ***** get ** ********* ** agree ** * ********, and **** **** **** do, **** ** *** seem ** ** **** to ******** **** ** it ** * *** months. *** ** ***** out ** ****, *******.

******* *********** *** ** issue **** **** ** time, ********** **** * am ********* ** *** customer's *******. *** **** reason * ****** ********* I ***** ** ***.

* *** ********* *** and ****** **** **** not ** *****. * have ******** **** ****** behind ********* ***** **** of ** ********* ** not ***** ******** **** Server ******.

***** *** ****** ************ drives **** **** *** on *** ****** * have *** * *** less ******** **** ********. I ****** ** *** like **** ***** ****** because **** ****** ****** occur.

Undisclosed Integrator #1

In reply to Brian Levy | 03/01/18 03:30am

* *** ********* *** and ****** **** **** not ** *****. * have ******** **** ****** behind ********* ***** **** of ** ********* ** not ***** ******** **** Server ******

** ** * ******** issue. * **** **** this **** *****. **********, the ********* ****** *** allow *** **** *** issues ****** *** ********. Veracity **** *** * device **** ** **** debated ***** ** *** past ***** *** ** of *** ** ***:******* ***.

Avatar

Brian Levy

In reply to Undisclosed Integrator #1 | 03/01/18 03:43am

* ********* * ******** for ** *** ********. It's * ********* ** that **** ** * timeserver *** ** ****** and **** ***** *** NTP ******** ** **. The ** ** ********** with ** **** **** and *** ******* ******** Savings ******** *** **** out ** *** ******** to **** *** ******* time. ** **'* **** the ******** ******, **** a ****** **** *********.

Dean Burgardt

IPVMU Certified | 02/28/18 11:55pm

*** **, **% ** my ***** *** ******** related. *** ****** **** use *** *** ****** to ***** ** ***** own!! * *** ** PDF's,video *****, ******* ** their *******.

*** ***** **% (** the ** ****) *** cameras **** *** ***/*******. Unplugging *** *** */* from *** *** *** plugging ** ***** ** the **** ***. *** do ** ******* **** go *******?

Undisclosed Integrator #2

In reply to Dean Burgardt | 03/01/18 12:49pm

*** ** ** ******* just ** *******?

* *** ****** *** same ******** *****. * can ********** * ********* "hiccup" ********* ** *** communication **** **** ** time. **** * ***'* understand ** ********** *** VMS ******* ******** **** one ****** **********. *** doesn't *** ****** **** some **** ** ***** correction ** ** ** retry ** **'* *** when ** ****** *** stream? *** ** * have ** ******* *** VMS ** ******* **** one ******?

******: **** ******* *** been ***** ** *** own **********:*** ** ***** ********* Have ********** ************ ** IP *******?

Avatar

Virgil Reed

03/01/18 01:44am

*’* ******* ** **** level ** ******* ***********/******* provide ****** ******** *** their ****.

** ***** ** ***** if *** *** * related **** ** “*** do *** **** *** customer *** ***** ******* categories”?

Avatar

Brian Levy

In reply to Virgil Reed | 03/01/18 01:49am

***** ********. ********* * charge * ************ *********** agreement. *******, *** *** a ***** ***** * go *** ******** ******* and *** *******. ** my ******** ** *** interested ** * ** agreement **** * **** charge *** **** ****. I **** ** *** charge *** ****** ******* or **** ** ** 30 *******.

**** ******* ** ******* and **** ***** * project ** ********* *** kinks **** **** ****** out.

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