How can I get remote support for Pelco Video Management Systems (Digital Sentry, Endura, VideoXpert)?

Issue

Advanced troubleshooting is required.

Product Line

Pelco Video Management

Environment

  • Digital Sentry
  • Endura
  • VideoXpert

Cause

Software problem or configuration requiring remote assistance.

Resolution

To establish a remote support session for any of the Pelco VMS listed in the Environment section you will need:

  • A workstation that is connected to the internet as well as the Pelco VMS network.
  • A session number provided by Technical Support. Call Product Support (800) 292-9100 and request to speak with the appropriate personnel in the Advanced Support Team (Digital Sentry, Endura, VideoXpert). Note that Basic Support does not offer remote assitance.

 

Steps to initiate a remote session
 

  1. Browse to pelco.com/remote  
     
  2. Click the Download button in the middle of the page.




    Note: You may need to click "Keep" or "Run" depending on what web browser is used. This message typically pops up in the bottom left or top right of your browser.

     
  3. Download or copy the TeamViewer11_Setup.exe file to the system requiring remote access.
     
  4. Double-click and run, Yes to the UAC prompt.
     
  5. Select Basic Installation OR Run Only (one time use) (depending on if you would like to install TeamViewer or run one time only). 

    Select Company / Commercial use




     
  6. You may see a quick start instructional guide, can close.




     
  7. Provide the "Your ID" and "Password" to the technician for connection.


     

 

Additional Software: