Top Video Surveillance Service Call Problems (Statistics)

By: 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:

** *** **** **************** ******, **** *** *********** told **** *** **** common ******* ***** ********* have **** ***** ***** systems. *************, ****** **** causes ******* ****** ********** sizes ** ********* *********.

******, ** ****** ***** answers **** *** ****** and ******* ********** ***** comments ** *** **** deal **** ****.

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

*** *** ****** *********** cited *******:

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

*** ********* ** ********** cited *****:

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

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)

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

**** **** ** *********** ** see ** *** #* issue.  ******** ****** **, in **** ****, * bane *** *** ******** IMO.  * **** **** few *********** ******** * support *** **** *** the ******* ***** ** cellular ****** ****** ***********.  Cell ****** *****'* **** in *******, **?  ******* call.  ******** ** **** completely ********* **** ** blocking **** ******? ******* call.  ****** **** ******** since ** ** ******* saved ** *** ***? Service ****.  *** *****? Service ****.  ********* *** sufficient ** **? ******* call.

*** *********** *********** ** small ******** *** *********** I *** *** **** as ***** *********** ** all ** *** ***** is ** ** *** their *****.  **'* *********** for ** *** * **** support ****** * **** dozen ***** ***** ****** access.

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

*** ** ***** ******* 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 ***** ***** ********. ** almost ***** **** ****** with ********* *** **** all ****** *********** *** cloud-based. ** *** **** reason ***** ** ** issue ** ***** *** VMS ** *** *.*.*.* as *** *** ** make **** ** ******** properly. 

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

****,

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

** *** ****** *** the ***** ** **** ** you ****** *** ******** for ****** *******?

*** ******** ** *** 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. 

* ***'* ***** *** report **** ****** ****. I ***** **** ***** integrators **. *** *** still *** ******* *****.

** **** * ***** 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.

 

 
 

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

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

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

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

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

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

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

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

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

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

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

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

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