About Central-Support

Question   Where to find the BIOS default password of DIVAR IP all-in-one 7000 gen4 (DIP-74xx)?   Answer   The DIP-74xx is the first DIP model featuring a pre-set BIOS password, noted on the rear of the unit. If the sticker on the unit's rear is removed or unreadable, an additional sticker can be found inside the unit, placed on the motherboard, providing default passwords for both BIOS and BMC.  In case the sticker on the unit's rear is removed or unreadable, please contact Central Technical Support team. Upon logging in to the BIOS using the default password, immediate password alteration is strongly recommended. This changed BIOS must be stored in a secure location. Default BIOS password on the rear of the unit   ❗ Note ASUS does not maintain a database of default passwords per unit for data security purposes.  If the default password is irretrievably lost, there is no way to access the BIOS.   ⚠️Recovering the system to the default BIOS password If the modified BIOS password is lost, system recovery to the default BIOS password is necessary to regain access to the BIOS. To do this, the BIOS needs to be updated, which will reset the password back to the default. See here How to update the BIOS on the DIVAR IP all-in-one 7000 4th gen (DIP-74xx)?   ... View more

Question   What is IVA Pro Perimeter and what does 2D & 3D Tracking Parameters mean?   Answer   Video analytics software for mission-critical perimeter protection. For protection against professional intruders that are camouflaged, rolling or crawling to circumvent detection, IVA Pro Perimeter is ideal, as well as for detecting objects that do not fall within the object classes defined in IVA Pro Buildings and IVA Pro Traffic. When greater detection distances are needed, IVA Pro Perimeter is the ideal choice as well. 2D Tracking Parameters No calibration necessary. Perimeter tracking (2D) (formerly called Standard tracking) This is the default option for perimeter protection. Museum mode (2D) (formerly called Museum mode) This is an optimized tracking mode to detect whenever someone tries to reach towards and touch a valuable asset like a museum exhibit. It can also be used in any other application where approaching a sterile zone from a more crowded environment shall be detected. Ship tracking (2D) (formerly called Ship tracking) Used to track ships from shore, for example for uses in harbour & canal surveillance as well as perimeter protection on coastlines. Note: In this case, Formerly means CCP 7.3 and older.   3D Tracking Parameters In order to use the 3D tracking parameters, you need to calibrate the camera because 3D options require the system to 'know' the perspective. You can choose between: Perimeter tracking (3D) (formerly called 3D tracking) When compared to Perimeter tracking (2D), the advantage is added object classification, geo-location and speed approximation. Compared to IVA Pro Traffic (3D), the advantage is the added detection distance. People tracking (3D) (formerly called 3D people counting) This option is useful if it's just people that need to be tracked; each moving object will be detected as a person, so mainly useful in pedestrian areas. The setting is found in the VCA > Metadata tab. Note: In this case, Formerly means CCP 7.3 and older. Note: When selecting people tracking and you have a car on the road, it will be identified as a group of people. For more information on IVA Pro Perimeter Metadata generation please find the datasheet here.  Nice to know: What is the difference between IVA Pro Buildings, IVA Pro Traffic and IVA Pro Intelligent Tracking? How to license a Bosch camera with IVA Pro: FW 9.00 (CPP14)/ FW 8.47 (CPP13) & Config. Manager 7.71? See here more KB articles related to Video Analytics topics  For a better understanding of using IVA Pro, we encourage you to join our online Video Analytics Online Training from Bosch Building Technologies Academy! This training provides in-depth technical details about the different video analytics packages. The how-to videos demonstrate how-to use specific features.   ... View more

Having trouble with your DSA unit and not sure which are the next steps? Then contact the Central Technical Support team and provide the following mandatory information: Contact Information - make sure your contact information is accurate and up to date. This includes your name, phone number, and email address. Description of the Issue - please describe the issue you are facing in as much detail as possible. Include any error messages, unusual behavior, or specific circumstances surrounding the problem. Product Information  - include the product name, model number The Serial Number Support Bundle File (to download it, please check one of these articles based on your product:  DSA E2700, DSA E2800 from SANtricity Storage Manager App and DSA E2800 via web interface) Registration Form Provide the segment code from the back of the unit if the unit is not responding (lockdown)           Please note that prior to any action, the Central Technical Support team will check whether the DSA unit is still in warranty or not.         1. If your unit is Out of Warranty: The unit will not be serviced by the Central Technical Support nor their IT partner You have the possibility to extend the warranty (with extra 2 years) If you agree to pursue this path, then Central Technical Support will redirect you to the responsible department, from where you will receive a price offer. Also, if the unit is not covered by warranty, Central Technical Support will provide support based on a good will and only as best effort.  Nice to know: It is best that warranty extensions are purchased before the unit's warranty expires as In-Warranty service extensions are cheaper than out of warranty service extensions. Spare parts are not available for both DSA E2700 series and E2800 series when the units are out of warranty, therefore the only option left is to purchase a service extension.           2. If your unit is under Warranty: the Central Technical Support team will open a support ticket with their IT partner   Please note that for any other issues or concerns, please do not hesitate to reach out the Central Technical Support team at any time.   ... View more

Did you forget the password of your Bosch VIDEO Systems Security device? To find out the way of handling password reset requests by the Central Technical Support team, follow the below steps:   Contact Central Technical Support team via email (centralsupport.bt@bosch.com) or phone and provide your contact details Central Technical Support team must identify your company account in the database. If no company account was found in the database, then you will be asked if the product was bought directly from Bosch or through a distributor. In the meantime, a ticket will be opened for your request. If the product was bought through a distributor, you will have to contact your distributor. If the product was bought directly from Bosch, your contact details and the account will be verified internally by the sales team for authentication. the Central Technical Support team will not continue the process until receives the confirmation about your account authentication. It can take a while. if the authentication fails, then you have to contact your distributor. if the authentication is successful, the password reset process continues with the following steps: 4       The Central Technical Support team will request the following details: software/hardware product(s) the number of products, the installed firmware or software version serial number MAC address IP address 5       The Central Technical Support team will send you via email the prefilled Authorization Letter template  6      You have to fill in with all the information requested in the Authorization Letter, sign and stamp it and send it back to Central Technical Support.  7       If the data in the Authorization Letter is correct, then the execution of the Password reset can be made.  8      Depending on your product the password reset procedures will vary/differ. Please check the below links. Analog / Hybrid / Network DIVAR IP Cameras, HW & SW Decoders, Encoders IP Recorders Management Systems     9   Once the password reset is done, the ticket will be closed.  Nice to know: The response time for any password reset topic is 24h. If you request password reset for more than 4 cameras, this service could be chargeable. For e.g., if the request is for >=4 cameras/ DVRs, then you will receive the quote and the invoice. The same will happen for other combinations of SW and products, when password reset is requested for them.                 If this is a chargeable service, local sales will be involved and they will prepare and send a quote based on the local sales process ⚠️ Note If under certain circumstances it is found that a password reset request has been divided into different requests with a smaller quantity of products/SW, for the same site and in less than a month, then the password reset process will be declined and will not continue or will be invoiced.   More information about the Central Technical Support team and other Bosch Video policies, can be found here: Bosch VIDEO Security Systems request and Central Technical Support Team. ... View more

You have a Bosch Security Systems product which needs repair or replacement? This is what you need to know about how the Central Technical Support team handles the RMA process:   When contacting the Central Technical Support team, they will request to provide the following information: Contact Information (name, phone number, email address, company name) Detailed description of the Issue (system overview, logs, pictures, videoclips of the issue, FW & SW version) Product Information (Model, Commercial Type Number, Serial Number) 2   Based on the provided information, the Central Technical Support team will start the troubleshooting. 3     If  Central Technical Support will determine through the investigation that your product has encountered a fault that requires the involvement of the repair desk, then the RMA process will be started. 4          Depending on your product, the RMA process will be started with: One of our IT partners Bosch RMA desk           If the product is related to one of our IT partners,  there are some more things to be checked before opening the RMA process: Is the unit registered? If not, registration is needed. Is the unit under warranty? Based on the provided Serial Number the  Central Technical Support team will check the warranty status and will inform you about the next steps.         After opening the case with one of the above IT partners, the  Central Technical Support team is responsible to inform you about the status case and/or any other requirements beside our partner.           If it is a Bosch product, an RMA form will be provided to you which should be fill in with the requested contact details, and in case: you are a direct customer, (the product was purchased directly from Bosch) please send the RMA form back to  Central Technical Support team. Once they receive the RMA form fully filled in, they will forward it to the RMA desk department. The ticket will remain open until Central Technical Support receive confirmation from RMA desk that they picked up the request. You are an indirect customer, (the product was purchased through a distributor) please forward the RMA form to your distributor. The ticket will be closed from the  Central Technical Support side.    Nice to know: For any details regarding the product warranty, repair costs or advance replacement, the RMA desk department is responsible for providing this information. The product must be in warranty in order to be repaired/replaced, otherwise, the request may be declined or some additional costs could arise.   If you have any further questions or need assistance with an RMA request, please don't hesitate to contact Central Technical Support. ... View more