Technical Support and FAQs
Video Surveillance Technical Support
BCDVideo is your partner to offer support with any of our products – both pre and post-sale. BCDVideo provides video surveillance technical support with expertise in IP video security, networking, storage, virtualization, and more.
BCDVideo’s video recording platform products all come standard with lifetime telephone support. In addition to traditional phone support, BCDVideo offers a five-year worldwide on-site warranty. The BCDVideo features embedded in the systems, allows for remote access, remote video recovery, and full system monitoring.
If you are uncertain of the nature of your issue, BCDVideo video surveillance technical support can remotely execute diagnostic testing to help determine the cause of the problem. Many times the issue can be resolved over the phone or via an updated firmware patch. If it is determined that there is a hardware issue with the unit, you will have all of the information needed to initiate that service call. With BCDVideo's available technology, there should never be a reason to go on-site either before or after the service call is made.
Who should the customer contact for support first?Show answer
The customer should ALWAYS contact BCDVideo first for any issues regarding their server/workstation equipment.
Video Server Password Issues
Where is the username and password sticker located on the server?Show answer
The username and password sticker is always located on the bottom left side of the server appliance.
Do all servers come with pre-configured passwords?Show answer
No, only servers with Windows Server operating systems come pre-set with a password in order to get in to the appliance.
Security System Serial Number
Where can I locate the serial number of the system?Show answer
The serial number of the server or workstation is always located on the top left or right corner of the appliance.
System Monitoring and Software
What is HP iLO? Show answer
HP Integrated Lights-Out (iLO) is embedded intelligence built into every HP ProLiant server. The HP iLO embedded module is pre-set out of the box to be 100% functional and ready to use. HP iLO is the backend management engine that provides vital, functionality control of the server. It doesn't matter at what state the server is functioning.
What is SMARTRestoration? Show answer
SMARTRestoration is an embedded module in the server that allows the system to be fully restored to its factory BCDVideo optimized image within minutes.
What is SMARTVault? Show answer
SMARTVault is an embedded module in the server that allows for the integrator to save the VMS configuration. The license files are also securely saved for later retrieval after a system recovery.
How can I download my Active Health System Data? Show answer
1. Insert a USB key into the server
2. Press the F10 key to boot Intelligent Provisioning Maintenance screen.
3. Click Active Health System download from the Intelligent Provisioning Maintenance screen.
4. In the Active Health System download screen, select the USB key from the drop down list.
(NOTE: if you inserted the USB key after launching Active Health System download, click Rescan.)
5. Select the duration of data retrieval from the menu. It is recommended to download seven days of data, which creates a 10 to 15MB file.
6. Enter contact information (optional) in the form provided. The contact information helps customer services to provide better assistance.
7. Click Download to save the data to the USB key.
How often should I run system/firmware updates on my system? Show answer
After you have deployed the product in your environment, we suggest that a routine update cycle is performed every 6 months on the system. If you do not know where to find the latest firmware updates, please feel free to email firstname.lastname@example.org for the latest information.
What operating systems are supported on my BCDVideo server? Show answer
Microsoft Windows Server® 2008 R2 (x64 only) • Microsoft Windows Server 2012 • Microsoft Windows Server 2012 R2• Windows 7 Professional or above (x64 only) • Microsoft Windows 8.1 Professional or above (x64 only) • Microsoft Windows 10 Professional or above(x64 Only) • Red Hat® Enterprise Linux® 6.5 and later • SUSE Linux Enterprise Server 11 SP3 and later • Ubuntu Server 14.04 and later • VMware vSphere 5.1 U2 and later • Solaris 11.1 and later (support started in November 2012)
What operating systems are supported on my BCDVideo client workstation? Show answer
Microsoft Windows 8.1 Pro 64-bit* • Microsoft Windows 7 Professional 64-bit • Microsoft Windows 7 Professional (MSNA) 64-Bit • HP Installer Kit for Linux (includes drivers for 64-bit OS versions of RHEL 5 & 6 and SUSE Linux Enterprise Desktop 11) • Red Hat® Enterprise Linux Desktop