Frequently Asked Questions 

Question: How can I find out which cellular devices, operating systems, and cellular modems are supported by SerVision products?    
   

Answer: Lists of cellular devices and operating systems that are supported by SerVision client applications, and cellular modems that are supported by SerVision video gateways, can be found on the SerVision website at Supported Accessories. It is recommended that you consult this list before you purchase any devices. The list is updated from time to time.

Answer: Only analog cameras are supported. SerVision systems use a proprietary algorithm to compress and transmit video from analog cameras. IP cameras are not supported by this algorithm.

Units can be supplied with either BNC or MiniDin video connectors. The type of connector must be specified when the unit is ordered.

Answer: Video gateways that connect to cellular networks generally require a proxy server in order for client devices to connect to them. Both the video gateway and the client application must be configured to use the proxy server. For additional information, please refer to the unit's configuration guide, or contact technical support.

Answer: SerVision develops new versions of firmware and software on a regular basis. The new versions contain bug fixes as well as added features. It is best to consult technical support about the advisability of implementing a specific upgrade. In any case, you should always be sure to use an upgrade version that was approved for release, and not a non-release version.

Answer: Contact technical support at support@servision.net. In your message, indicate which parts are missing or defective. If parts are defective, it is recommended that you attach photos of the defective parts. You should receive an answer to your e-mail within one business day.  

Answer: Attempt to solve the problem using the user manuals and this FAQ. If you cannot solve the problem in this way, contact technical support. DO NOT send a video gateway to SerVision for servicing without first contacting technical support and receiving aythorization (RMA).

Answer: The easiest way to check this is to switch the cameras connected to the unit so that they are connected through different connectors. Even if only one camera is connected, you can do this if the unit has more than one camera connector, by connecting the camera to the other connector to test it.

• If the "Video Lost" message follows the camera to its new connector, the camera is probably the problem. Check that its power supply and connectors are working properly.
• If the "Video Lost" message remains on the same connector, the video gateway unit may have a problem. Contact technical support.

Answer: You can contact technical support via e-mail at support@servision.net. You should receive a response within one business day. Technical support is also available by phone, Sunday-Thursday, from 9AM through 6PM (GMT +2), at +972 2 535 0000. (Select the extension for technical support.)

Question: Where can I download the SerVision client applications for connecting to SerVision video gateways and watching video from them? 
   

Answer: Client applications can be downloaded from SerVision's website at http://www.servision.net/downloads.html. 

Answer: These applications can be downloaded from the Apple App Store. To find the applications, in the App Store, search for SerVision. Installing the client is simple, and is the same as installing any other application from the App Store.

Answer: A list of supported devices and operating systems can be found in a document called Supported Accessories. This document can be downloaded from  Supported Accessories

Answer: 

• Ensure that the following device settings are configured as indicated below: 

• Be sure to install the application in the device memory (not on an external memory card).

Answer: Before you begin, make sure you have the following information about the video gateway you want to add:

• IP address or hostname of the unit
• Port used for video access
• User name and password for client access

If the connection to the video gateway is implemented via a proxy server, you will also need to know:

• IP address or hostname of the proxy server
•  Port used to access the proxy server
• Name of the unit as it was defined on the proxy server

Once you have this information, you can add the video gateway to the list in the MultiClient as follows: At the bottom of the list of video gateways, click Add. The New Gateway dialog box opens. Fill in the connection information for the video gateway and then click Connect.

Note: If you are connecting via a proxy server, in the New Gateway dialog box, in the IP/Host field, enter the name of the unit as it is defined on the proxy server. In addition, you must configure the proxy server settings. To do so, click Advanced and enter the proxy settings in the Proxy tab.

Answer: First, check that the client device – the PC on which the MultiClient is running or the cellular device on which the SVClient is running – is connected to the internet. If it is, check that the video gateway is connected to the internet.

Answer: “Authentication Failed” appears if the username and/or the password in the client application are incorrect. Check that the username and password you are using match the ones that are defined in the system's configuration for client access to the system.

Answer: 

• On the video-gateway side, check that the video gateway is working properly, including its connection to the internet and to the proxy server. (If the unit connects to the internet through a cellular connection, check this connection.)
• On the client side, check that the proxy server configuration settings are correct, including the proxy IP and the port.

Answer: Check that the video gateway is working properly, including its connection to the internet. If the video gateway is connected to the internet through a firewall or router, make sure the port forwarding is configured properly for the required ports. For information about the ports that must be open for your video-gateway model, consult the user manual.

Answer: This error message indicates that the video gateway does not have enough resources available to connect to the client application. Typically, this occurs when a number of clients are already connected to the video gateway. In order to connect, you must find out which other clients are connected to the video gateway, and close the connections of one or more of them.

Note: In the MultiClient, double-click the name of the video gateway in the list from time to time to see if the problem has been solved. If it has, the error message will be removed and the connection will be established.

Answer: Check whether the camera is working properly, whether it is properly connected to the video gateway, and whether it is receiving power.

Question: In the MultiClient, how can I see recorded video from a video gateway?    
   

Answer: Recorded video can be played in one of three ways: By selecting an individual event for playback, by selecting a date and time range, or by searching for an event in a timeline.

•  Playback by event: In the list of video gateways, expand the video gateway and the camera until the list of events is displayed. Double-click an event, or drag it to a camera pane, to play it back. 
• Playback by time: In the list of video gateways, expand the video gateway until the camera name is displayed. Right-click the camera, and then select Play Record by Time. 
• Playback from a timeline: In the list of video gateways, select the video gateway. Then, at the upper-right of the window, click the Rec tab (the tab to the right of the D9 tab).

For additional information about these features, please refer to the MultiClient User Guide, which can be downloaded from the SerVision website. 

Answer: In the left pane of the MultiClient, right-click the camera, select Video Quality, and then select the required quality setting: Highest, Middle, Lowest, Custom.

Note: If transmission of video from a video gateway is delayed, reduce the quality level of the video. If the video that is played in the client application is too low in quality, or is not clear, increase the quality level.

Answer: Recorded video can be downloaded in one of two ways: By selecting an individual event for downloading, or by selecting a date and time range for downloading.

• Downloading by event: In the list of video gateways, expand the video gateway and the camera until the list of events is displayed. Right-click an event, and then select Download Event to download it.
• Downloading by time: In the list of video gateways, expand the video gateway until the camera name is displayed. Right-click the camera, and then select Download Record by Time. In the dialog box, select the start and end times for the download. The video file will be saved in the location specified under Save as. To change this location, click Browse. Once you have selected the time range and location, click OK to start the download process.

For additional information about these features, please refer to the MultiClient User Guide, which can be downloaded from the SerVision website. 

Answer:

• Check that the date and time settings, including the time zone and Daylight Savings Time settings, are correct on both the client device and the video gateway. If they are not, reset them on one or both units as necessary to correct them.
• Check that recording is activated for the camera in the video-gateway's configuration.
• Remove the video gateway from the list of clients in the MultiClient and then add it to the list again.

Question: Which types of maps can be used in the MultiClient for GPS tracking?    
   

Answer: The following types of maps are supported: Google, Microsoft live, Microsoft MapPoint, Open street maps, and ESRI.

Full display of recorded GPS information, including routes and speed data, is only supported by Microsoft MapPoint. In order to access this information, you must purchase Microsoft MapPoint and install it on the machine on which the MultiClient runs.

Question: I forgot the user name and/or password for opening the MultiClient. What can I do?    
   

Answer: On the SerVision website go to this link and download the program called RegClean. This program resets the username and password of the MultiClient. Run the program on the computer on which the MultiClient is installed, and then open the MultiClient application.