Performing some basic troubleshooting and gathering the right information before you call Support will help us solve your problem as quickly as possible.
Try some basic troubleshooting
- Isolate your camera on a dedicated network and test discovery with the AV IP Utility.
- Restore your camera to factory defaults.
- Upgrade to the latest firmware.
- Swap the problem camera with another working camera to see if the problem is the camera or the location.
- If the camera has a manual iris, verify that the iris is open.
If the problem persists
Gather the following information about your camera and/or VMS before you create a support ticket:
- MAC address
- Firmware version
- Make/model/version of NVR/VMS software
- Gather screenshots/images demonstrating the problem
- Status of LEDs (on, off, color)
- Help us understand how the camera is powered — Make/model of your Ext/POE switch or injector
Contact Support
- Email: support@arecontvision.com
- Phone: +1 (818) 937-0700
Comments
1 comment
Due to some electrical problems we had a computer crash and our SSD hard drive no longer worked. Being unable to find one locally we had to reconstruct the system using a regular hard drive. the system started working properly but with time it freezes and stops recording and by itself would start again. We then would loose hours of video. We were not able to find a way to rebuild the system so we had to do it from scratch, reinstalling windows. Presently we do not see why the system freezes, could you be of any assistance?
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