[accordion title=”How can I contact SerVision technical support?” close=”0″]You can contact technical support via e-mail at firstname.lastname@example.org. 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.)[/accordion]
[accordion title=”Where can I download the SerVision client applications for connecting to SerVision video gateways and watching video from them?” close=”1″]Answer: Client applications for both PCs and smartphones can be downloaded from SerVision’s website at http://www.servision.net/downloads/[/accordion]
[accordion title=”How can I find out which cellular devices, operating systems, and cellular modems are supported by SerVision products?” close=”1″]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.[/accordion]
[accordion title=”Which types of cameras are supported by SerVision systems?” close=”1″]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.[/accordion]
[accordion title=”Under what circumstances do I have to use the SVProxy server?” close=”1″]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.[/accordion]
[accordion title=”When should I upgrade the DVR firmware or the client software?” close=”1″]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.[/accordion]
[accordion title=”Who should I contact in case a system was supplied without some of its components, or some of the components were defective?” close=”1″]Contact technical support at email@example.com. 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.[/accordion]
[accordion title=”What should I do if the system is not functioning properly?” close=”1″]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.[/accordion]
[accordion title=”How can I tell whether a Video Lost error message is caused by a problem with the video gateway unit?” close=”1″]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.[/accordion]
[accordion title=”Common error messages in SVMultiClient” close=”1″]
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.[/accordion]
[accordion title=”How do I add a video gateway to the list in the MultiClient?” close=”1″]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[/accordion]
[accordion title=”How can I watch recorded video in SVMultiClient?” close=”1″]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/[/accordion]
[accordion title=”How can I download recorded video from the video gateway using SVMultiClient?” close=”1″]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 SVMultiClient User Guide, which can be downloaded from our Resources page.[/accordion]
[accordion title=”How do I change the quality of the video stream that is received from a video gateway to SVMultiClient?” close=”1″]In the left pane of SVMultiClient, 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. You can also set a custom quality by choosing Video Quality > Custom[/accordion]
[accordion title=”When I try to view recorded video from a video gateway, the error message ‘No records for this time’ appears. What should I do? ” close=”1″]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.[/accordion]
[accordion title=”Which types of maps can be used in the MultiClient for GPS tracking?” close=”1″]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.[/accordion]
[accordion title=”I forgot the user name and/or password when launching SVMultiClient.” close=”1″]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.[/accordion]