VideoXpert: How to obtain service for the Enhanced Decoder or the Accessory Server.

Issue

The D09U has failed in the field and needs to be serviced.

Product Line

Pelco Video Management

Environment

  • D09U-A1-DEC
  • D09U-ACCSVR

Cause

  • The D09U has hardware issue.
  • The D09U has a failed Fan.
  • The D09U will not power on.

Resolution

Do not send the unit back to Pelco for service.

There are 2 ways to get services for the D09U.

  1. Go to www.dell.com and fill out a support case with Dell.
  2. Call Pelco Product Support and we will open a ticket with Dell to have them ether go to your site and repair the decoder or get a RMA to send it in for repair.
     

Once the D09U is fixed it may need to be reimaged. To reimage the Enhanced Decoder see LL#17307
To add it back into a 4 monitor OpsCenter see LL#17514.
To add it back into a 6 monitor OpsCenter see LL#17395.


To reimage the Accessory Server contact Product Support @ 1-800-289-9100.