3 Simple Steps for Vivotek Warranty Claim

Step 1:

• Locate the MAC address and unique Serial Number on the product label or via the VIVOTEK Installation Wizard (IW2) to register the device to your organization's inventory.

• Verify that your hardware is an authentic unit purchased through an authorized VIVOTEK distributor, as the warranty is strictly valid for the original purchaser and requires a legitimate proof of purchase.

• Confirm that the factory seal and serial number labels are intact and have not been tampered with, as any alteration to these identifiers may lead to the rejection of your service request.

Step 2:

• Use the VIVOTEK Command or VAST 2 software to export system logs and diagnostic data, allowing technical specialists to perform a remote evaluation of the reported hardware error.

• Describe the specific failure such as IR LED malfunction, image sensor degradation, or PoE connectivity issues to ensure the technical team can determine if the unit requires a physical inspection.

• Rule out environmental factors by verifying that the camera was installed using the correct mounting accessories and is operating within its rated temperature and humidity specifications.

Step 3:

• Log into the VIVOTEK RMA Portal to submit an official request and obtain a Return Merchandise Authorization number before shipping any hardware to a service center.

• Follow the detailed packaging guidelines to ensure the sensitive optical components are protected during transit, including the use of original or equivalent anti-static packaging.

• Coordinate with the authorized service provider for the final resolution; at VIVOTEK’s discretion, the non-conforming hardware will be repaired or replaced with a new or refurbished unit of similar functionality.

Vivotek Warranty Period:

• Up to 5 years for network cameras and NVRs.