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Technical Support

If you encounter any issues with VIVOTEK products, please follow the steps below to resolve them quickly.

Step 1: Basic Checks
  1. Power Connection

    2. Ensure the power is connected and the camera’s LED is on. If necessary, test the power source with another device to confirm it’s working. For details on LED statuses, refer to the user manual available on our Download Center.

  2. Network Connection

    3. Check the LED indicators on your network devices (e.g., switch, router). If the LEDs are off, try using a different network cable.

  3. Firmware Update

    4. Ensure the camera firmware is up-to-date for optimal performance. Firmware updates are available on our Download Center.

  4. Hardware Restore

    5. If you’re unable to access the camera, perform a hardware restore. Instructions are in each camera's user manual, also available on the Download Center.

Step 2: Use Our Knowledge Base
  1. User Manuals

    2. Find answers to usage-related issues in the product’s user manual.

  2. FAQ & Knowledge Base

    3. Visit the VIVOTEK Knowledge Base for solutions to common issues. Please check here before contacting Technical Support.

  3. Video Tutorials

    4. Watch video tutorials on the VIVOTEK Technical Support Channel for step-by-step troubleshooting guidance.

    If the issue persists after following these steps, proceed to contact Technical Support.

Step 3: Contact Technical Support
  1. Provide Problem Details

    2. Include as much relevant information as possible to help us troubleshoot efficiently. Required information includes:

    1. Detailed description of the issue
    2. Device name, firmware, or software version
    3. Device MAC address and configuration file
    4. Steps to reproduce the issue
    5. Logs, messages, date, and time of occurrence
    6. Screenshots or video clips of the issue
    7. Remote access details (e.g., Anydesk, TeamViewer, or device public IP)

  2. Technical Support & Costs

    3. Contact your nearest VIVOTEK distributor for the quickest service. Distributor contact information is available at Where to Buy. If a distributor is unavailable, log into the VIVOTEK Customer Community and fill out a support form. There is no additional cost for VIVOTEK technical support; however, RMA costs may apply if a camera requires repair or replacement.

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