Warranty service.

In case you are an END user and your equipment is still under guarantee, contact your seller or distributor, please. Prior to the complaint filing I recommend you to test some of procedures mentioned below. Or try to call technical support.

The equipment does not work at all. What am I supposed to do?

First, check whether the equipment is connected to mains supply and whether the supply really functions. There should be one of pilot lights ON/lighting/ on the equipment, at least the POWER or LAN. Read the Operation manual delivered to you carefully. The Manual contains the most common procedures explaining how to solve the problem on the equipment. Try to get to the web interface configuration. If you still do not know what to do, dial the telephone technical assistance.

I cannot get into the equipment web interface

• Check the equipment for its running - see the point above.
• Reset the equipment into the factory setting - its description is in the Manual, and try the configuration again.
• In case the equipment stopped working after configuration the probable fault might be in configuration. If the utility for searching the equipment is delivered together with the equipment, use it. It can happen that the equipment is on a different IP address. If you still do not know what to do, dial the telephone technical assistance.

Some of functions do not work

Read the Manual carefully and find out whether the equipment has such function at all. If the equipment supports the function required, check configuration of the function in question according to the Manual. If you still do not know what to do, dial the telephone technical assistance.

Firmware

In case of encountering the problems, always test the equipment functions with the latest firmware available. Do not worry, the files are available on the manufacturer's website: www.AIRLIVE.com . In the process of the firmware updating you must always follow out the procedure in notes of the file given. The firmware update takes some time and at complicated devices it takes up to 20 minutes. Never SWITCH the equipment OFF from the supply during firmware updating; there is a danger of its damage. If you still do not know what to do, dial the telephone technical assistance.

I spoiled the firmware loading (the fw does not work after loading). Can you repair it?

Yes, we can. In most cases the equipment can be repaired without any problems, if it is under guarantee. Just send it to your seller. If the equipment is not under guarantee any more, contact us to agree on the repair conditions. The firmware repair is approximately one hundred crowns. If you still do not know what to do, dial the telephone technical assistance.

How should I proceed in case of complaint, service (generally)?

In order to be able to solve the potential service-complaint, the equipment problem description MUST be shown to our technicians. This simple equipment has several hundred functions which cannot be tested in their entirety. Therefore only the problem, you communicate to us, is tested. That is why it is important that you describe the problem as precisely as possible.

If you file a complaint on one of functions, be so kind and proceed according to the below-mentioned manual.

The most precise description can be provided by you if you reset the equipment into the starting setting/default setting, let it run in that starting setting for approximately 10 minutes, then disconnect the supply mains and wait for another approximately 10 minutes. Afterwards switch on supply mains and step by step carry out configuration. You have to list the steps carried out by you during configuration into the problem description. Naturally there will be differences depending on the failure type. The more complicated failure the more precise description and thus we need more precise description from the user.

Coded wifi connection does not work

A frequent problem is a non-functionality of the coded connection/joint as a result of a wrongly entered key. Check whether all devices really support the given type of coding and whether you have entered this type correctly. If you still do not know what to do, dial the telephone technical assistance.

Restoration of setting from standby.

If you restore setting from the standby, it is NECESSARY to have absolutely identical firmware versions in the device from which the standby was created. It means that if you have a device with a newer FW, for a one-hundred-percent restoration of the setting you must align the versions and then restore. And finally, carry out an update. In case of occurrence of errors after the setting restoration at VARIOUS versions of FW, or in case that some of functions are not available, it is necessary to reset the system to initial setting and to carry out restoration into the same FW version.

Focalising the OD 325 camera - loss of guarantee?

Frequent question is whether the user is allowed to finish focalising the OD 325 camera by himself/herself if the camera lens is under the cover and that one is protected by a seal.

Before you start focalising the camera, it is necessary to take several facts into consideration. The camera is designed and adjusted to optimal distance as far as even the dim-light is concerned. If you need to focus the camera on a very short distance, the image/picture will be "overburnt" if you use the IR dim-light. The same is valid, if you wish to focus the camera on "infinity"; you should consider the fact that the IR dim-light works to approximate distance ranging from 20 to 25 m. Another problem you might cause is damage of the diaphragm for switching the mode - day - night over. This diaphragm which is very fine is placed closely behind the camera lens and if you screw the camera lens deep into the camera body, the diaphragm will be irrecoverably destroyed.

We do not recommend focusing the camera and thus damage of the guarantee seal. In case you need to re-focus the camera, be so kind and contact us. We will be glad to carry out this activity for you and you will have the certainty of guarantee.

Why was not the complaint admitted to me?

In case we rejected the complaint to your supplier, your seller obtained a statement, so -called service label from us. Generally the complaints are rejected due to damaging the equipment by the user or through external influences. The service label shows an exact part that is damaged and the label is supplemented with photographs. Be so kind and do not ask for information related to the reason of your complaint rejection on the service telephone line; the female operator does not have an access to the system and therefore she does not know how to provide such above-mentioned information. We neither carry out any speculations regarding possibilities resulting in the equipment problem. We evaluate the equipment conditions according to the situation in which it arrives to our firm and according to manifestations of the problem. The complete statement should be always provided to you by your seller.

In case you are interested in the post warranty service or extra warranty service, be so kind and contact us through the mail, see Contacts.