FAQ

frequently asked questions

GENERAL QUESTIONS

How can I contact SerVision technical support?

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 extension #3 for technical support.)

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

Answer: Client applications for both PCs and smartphones can be downloaded from SerVision’s website at http://www.servision.net/downloads/

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

List 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 at the Supported Accessories page under Resources. It is recommended that you consult with this list before you purchase any devices. This list is updated frequently.

Which types of cameras are supported by SerVision systems?

Only analog cameras are supported. Due to the proprietary and high ratio video compression protocols in our system (which enables high-quality video streaming over 3G networks), the SerVision video gateway must perform the Analog to Digital conversion by itself, otherwise the resulting outcome is very blurry, because the video is being converted twice. Since IP cameras provide a digital feed, they cannot be used.

Under what circumstances do I have to use the SVProxy server?

SVProxy is used when the video gateway does not have a publicly-accessible IP address (which is usually the case in most cellular networks). 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 SerVision’s technical support. SerVision maintains several free-of-charge SVProxy servers globally which can be used in smaller projects.

When should I upgrade the DVR firmware or the client software?

SerVision releases 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 upgraded version that was approved for release, and not a non-release version. The most updated versions can be found at our Downloads Page.

Who should I contact in case a system was supplied without some of its components, or some of the components were defective?

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.

What should I do if the system is not functioning properly?

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

How can I tell whether a Video Lost error message is caused by a problem with the video gateway unit?

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.

IVG 400

How can I tell if the system was able to connect the cellular network?

Connect to the system by using SVCentral and local Ethernet cable, point with the mouse the system name and right click to choose “Statistics”. The modem status will appear under “Cell” interface. The modem will appear as “Connected” when the connection was successfully established, the connection will appear as “Unavailable” when it’s not connected, and the modem will appear as “Modem hung up” when problem with modem settings occur or SIM card is blocked from Internet access.

The SVCentral presents an error when attempt to load recorder information under “Gateway Recording” tab. What I need to check?

Right click the system name on SVCentral and choose “Statistics”. Check that the hard drive appears on “Storage”, and time and date are properly configured. The system present the right time, date according to your time zone, and if the system do not present the right time and date, refer to the system configuration to correct the system settings. Connect to the system configuration and make sure that the “Recorder” was not disabled under the entire camera settings

The system cannot send email notification, what should I check?

Connect to the system configuration and check the email notification settings under “Email”. The system supports a standard SMTP email account such as Gmail, check carefully the entire email notification settings and make sure that they are properly configured. Please note that some SMTP servers are blocking the system from sending emails or consider the notification mails as spam, contact the SerVision support team for more information about this subject.

What cameras models does the IVG-400 unit support?

The IVG-400 supports only IP’s cameras and “ONVIF” protocol. We strongly advise purchasing the cameras from us, or consulting us before purchasing a camera from a different brand.

The cameras cannot discovered under the system configuration Web-Max.

Please make sure that the cameras are properly connected to the POE ports, and that the cameras are receiving power from the IVG by using the Ethernet flashing LEDs. It is also important to check that the cameras IP’s are properly configured and using the same IP segment as the IVG POE interface.

How can I tell if the IVG is connected by cellular connection or not.

Please refer to the system configuration Web-Max => System page, and check if the “Cellular Interface” appears under the list of interfaces. If the cellular interface do not appear, check your cellular modem settings under the “Network: page.

The IVG unit cannot establish connection to the Wi-Fi access point.

Please refer the system configuration Web-Max, and refer to “Networking” => Wireless and check your Wi-Fi settings to make sure they are correct. Please check the SSID, Encryption type and Encryption key are matched with your Wi-Fi access point settings.

How do I restore the IVG unit to factory settings?

In order to restore the unit to factory settings you need to connected an HDMI screen and USB Keyboard to the unit back panel. The system configuration (Web-Max) will appear by factory settings, select Cntl +Alt + F1 Kays to exit the Web-Max interface, and type “reset” => Enter kay => “Reset”. The IVG unit will perform restart and boot up the factory settings.

How do I upgrade the firmware of the IVG unit?

In order to upgrade the firmware of the IVG unit, login to the IVG unit configuration and refer to System => Server management => Server Upgrade => Custom. The IVG current firmware appears on top of the Web-Max page Ex. (Version 0.1.90(Web-Max 1.0.57). Please consult the SerVision technical team to get an appropriate upgrade link to the IVG unit and to start the upgrade process.

CLIENT APPLICATION – SVCentral

I can search and find the system under "Find gateway", but cannot connect to system. The "Socket error" message appears when trying to connect.

Check your computer TCP/IP properties, and make sure that it is configured by “Obtain an IP address automatically”. Check that local fix IP address of 192.168.1.200 (255.255.255.0), and the IVG unit discovered by IP address 192.168.1.210 configure your computer.

How to connect the IVG unit for the first time?

he IVG unit is pre-configured with default IP address of 192.168.1.210. Please connect between the IVG unit and your PC by using local Ethernet cable, and make sure that the cable connect the IVG by using “Eth1” or “Eth2” ports. Please configure your PC with a fix IP address (TCP/IP settings) on the same segment as the IVG. E.X. 192.168.1.200, Subnet 255.255.255.0

The IVG unit do not connect on my SVCentral, and question mark appears next to the unit name

Please make sure that your PC connect to the Internet, and a firewall do not block the connection with the IVG. If all OK on SVCentral, check the IVG connection to the Internet.

The SVCentral blocks the option to change a Workspace file.

Please check the SVCentral permissions user permissions under Tools => Manage user’s permissions, and verify that your user and “Role” has the appropriate permissions to change a Workspace file.

The SVCentral do not load video evens under “Events List”.

Please connect to the IVG system configuration and make sure that the sensors attached with cameras. If the sensors are not configured as attached with the cameras, the SVCentral will display only the list of events and without video.

How do I use the SVDownloader and SVMonitor tabs.

In order to use the SVDownloader and SVMonitor menus to monitor units or download events, you need to install the SVDownloader server from SerVision. Please contact the SerVision technical team for further information.

The connection with the IVG unit failed, and the message “Authentication Failed” appears next to the unit connection.

Please refer to the IVG system configuration => “Authentication” page, and make sure that the user name and password settings are properly configured. If necessary, try to restore the unit to factory settings of “anonymous” and “guest”.

My IVG unit do not appear on the SVCentral GPS maps. What do I need to check?

Please check the IVG system configuration (Web-Max), and make sure that the GPS setting enabled. Please check also that the GPS antenna connected and installed properly in vehicle, and facing to the sky.

SVDownloader, Video-Server & SVMonitor servers

How do I add units to servers

The servers included Client API in which allow adding IVG units to the servers. Please select “Add new gateway” and add the unit IP, Port, user name and password. When finish adding the unit information click “Add to Downloader” or “Add to Video-Server.

How to check the live streaming from units on my Video-Server.

The live streaming from units can be checked on client API top menu “Live”, and then by selecting the IVG from “Load Gateway Info” and click play.

How do I add units to the SVMonitor server?

Please login to the servers API client and refer to “Add New Gateway”. Select to add new IVG unit under the servers and enable “Monitor Enable”. Select under “Interval” the server time to contact the IVG unit by seconds, when “Offline Time Alerts” will alert when connection with the unit isn’t possible after pre-defined time.

CLIENT APPLICATION – SVMultiClient

Common error messages in SVMultiClient

Server was disconnected from proxy: this means that the client application had successfully connected to SVProxy, but was unable to find the unit specified, probably because it’s not listed or connected to it. Check that your unit’s configuration is accurate and that the unit is online and connected to proxy. Alternatively, check that your Host/IP settings in SVMultiClient are correct and specified exactly as specified in the unit’s configuration.

Socket Error: If you’re using SVProxy to connect to the video gateway, this means that the client application did not reach the proxy server at all. Make sure your proxy settings are accurate, or make sure your firewall permits outgoing connection to the proxy’s IP address and port. If not using the proxy (in case your unit has a publicly-accessible IP address), make sure the IP or hostname is accurate and that the unit is actually online.

Insufficient Resources: 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.

No connection could be made because the target machine actively refused: This usually means that the machine is reachable by Ping or is registered on SVProxy, however SVMultiClient was not able to get a response on the port specified. Check that your IP/Host and Port numbers are correct and try again.

How do I add a video gateway to the list in the MultiClient?

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-left of the screen, click Add and the New Gateway dialog box opens. Fill in the connection details 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

How can I watch recorded video in SVMultiClient?

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 cameras list by clicking the plus (+) sign 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 SVMultiClient user guide, which can be downloaded from our Resources page at www.servision.net/resources/

How can I download recorded video from the video gateway using SVMultiClient?

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 OKto start the download process.

For additional information about these features, please refer to SVMultiClient User Guide, which can be downloaded from our Resources page.

How do I change the quality of the video stream that is received from a video gateway to SVMultiClient?

In the left pane of SVMultiClient, right-click the camera, select Video Quality, and then select the required quality setting: HighestMiddleLowestCustom.
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. You can also set a custom quality by choosing Video Quality > Custom

When I try to view recorded video from a video gateway, the error message ‘No records for this time’ appears. What should I do?

Please follow these steps to resolve this:

– 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 enabled for the camera in the video-gateway’s configuration (under Cameras).

– Remove the video gateway from the list of clients in the MultiClient and then add it to the list again.

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

The following types of maps are supported: Google Maps, Microsoft Live, Microsoft MapPoint, Open Street Maps, ESRI maps.

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 a Microsoft MapPoint license and install it on the machine on which SVMultiClient runs.

I forgot the user name and/or password when launching SVMultiClient.

Download and run a program called ‘RegClean’ from SerVision’s Download page. This program resets the username and password of SVMultiClient. Run the program on the computer on which SVMultiClient is installed, and then close and re-open SVMultiClient.

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