Q: What shall we do when a problem that could not be solve occurs to the product?
A: Record product model and software version number and submit detailed problem description to our technical support engineer for analysis. Detailed description will be very helpful to our analysis.
Q: What shall we do when the mobile device has no video output?
A: 1. Check the power status of the device. If only one blue indicator is lit up, it indicates that the device is still in standby mode and not powered on; at the same time, check if red or yellow cable of the main power is supplied normally; If not, the device cannot be started.
2. Check if the display is powered and if the display video is switched to AV status.
3. Check the connection status of the video output cable and display.
4. Check the lock status the mainframe lock; the device can be started only when the lock is locked.
Q: What shall we do when the mainframe video input interface is different from the camera input interface?
A: a 4-pin interface is used for the vehicle device. BNC interface or air interface is used for the camera. If inconsistency is found, please use an adapter or connect it to a standard line defined as the line sequence for the vehicle device.
Q: What shall we do if recording is unavailable even when the device is powered on and HDD is installed?
A: 1. Check that the HDD is formatted after HDD is installed and HDD without formatting cannot be used. From the Main Menu-Management Tool-Formatting, format the newly-installed HDD.
2. Check if the record channel is off or if timing record is set. Recording is unavailable when it is not within the recording time frame.
3. Check if the HDD is properly contacted, and the HDD on the front panel is lit up.
Q: A record file is lost or no record file is found within a certain period of time?
A: 1. Analyze to define the period of time between the final video file is lost and the first video file is recovered.
2. Check if the device is power on within this period of time, for example, delay record not set during mid-way shutdown or unloading & loading.
Q: The vehicle PTZ cannot be controlled and cannot be rotated to up, down, right and left?
A: Check if the protocol and baud rate of the PTZ are set correctly, the address is consistent and if the channel video is selected to be maximized when controlling the PTZ. For example, when controlling the second channel, you shall maximize the image in the second channel to control the PTZ.
GPS related problems
Q: GPS module is present but no coordinate information is available?
A: 1. Check if the GPS module is present; if not, please check if the HDD is installed or properly contacted.
2. Check if GPS antenna is properly contacted and if the antenna is broken. The antenna is recommended to be placed in an area having strong signal. Note that some car glass shielding film may form a GPS signal.
3. If the test is conducted indoors and the GPS antenna set indoors is shielded, it is recommended to place the GPS antenna outdoors.
Q: GPS geographic position is not accurately displayed on the map?
A: if the GPS module is positioned, it indicates that the signal is valid. Government limitation, error tolerance or GPS signal interrupt may cause deviation; The satellite map may have some deviation by for the sake of safety. In general, this problem can be solved by using GPS correction.
3G/4G wireless related problems
Q: What shall be noted if 3G wireless modules is used for dial up?
A: If built-in wireless module WCDMA or EVDO is selected, the module settings are different and also depend on the model used; thus, please check the consistency between the module used and SIM card. Do not use Telecom Card in WCDMA-enabled devices.
2. Check if the server IP or port is correctly set, if 3G/4G signal is intense enough for dial up, and if dial up via 3G/4G is successful.
3. Please check if the 3G/4G antenna is properly contacted when dial up fails. Weak signal may result in failure to dial up; in addition, check if the SIM card has sufficient traffic; if not, dial up will also fail.
Q: What shall we do when no video is reported via 3G/4G?
A: press the “INFO” key to enter the System Information page, where you can check if the SIM card is present, inspect signal intensity and dial-up status, and check if the antenna is properly contacted. Then, check if the SIM card has traffic and replace it will a new one to re-check it. This is a most basic judgment criteria. If a signal is available, while dial up fails, check if the center number and port are set correctly. Then, check if the device number is unique.
Q： 3G/4G signal is intermittent and video is not smooth
A: So far, WCDMA and EVDO has good coverage (4G is desired to be improved). In case where signal is not covered in some mountainous areas or signal is weak due to local network restrictions in some suburban areas, the video may not be smooth or even cannot be viewed. In this case, it is largely affected by the local network; in addition, check if the frame rate for the sub stream is set too high. This may occur when the network condition is poor while the frame rate is high.
Q: Connection is impossible even when WiFi signal is up to -60db
A: If your WiFi is correctly set, connection is generally not a problem when signal intensity is up to -60db. If the device cannot be found within LAN, check if SSID and password are correctly set. Of course, the IP address shall be properly set; in addition, check the encryption type and authentication mode are set to requirements.
CMS related problems
Q: The device is powered on while the IVMS client displays no vehicle information and video
A: Firstly, check the central registration server is powered on and online and then check if the device number is used, thereby causing conflict; secondly, check if the IP and port number are set correctly for the server center; Check if the device reports information to the central server via built-in 3G module or WiFi. If the built-in 3G is used, check if the right type is selected; for example, WCDMA and EVDO corresponds to related SIM cards. Check if the antenna is properly contacted, if data access point and center number are correctly set. If it still does not work, please collect information as much as possible and submit it to technical support for analysis to facilitate troubleshooting.
Q: the device is online but video image is not displayed?
A: Please set a lower sub-stream to transmit images. When the sub-stream is set too high, block or slower transmission rate may result due to upload limit of the network; the video transmission may be seriously affected due to weak network signal or intermittence.
Q: the device normally reports information to the CMS while video cannot be displayed after a period of time?
A: Firstly, check if the device information displays dial-up. If yes, the traffic for the SIM card may be used up. Please replace with a new one for test; secondly, check if the device number is tampered. If yes, your vehicle information shall be reported again to the server; thirdly, if card replacement cannot still solve this problem, check if the device 3G module is faulty