About Central-Support

  To find out if your unit is under warranty or not, you must provide the serial number to the Central Technical Support team. Warranty status Mandatory information      In Warranty* The warranty period is calculated from the invoice date, not the production date. It is important to note that you have the option to extend the warranty. To initiate the warranty extension process, you will be directed to the local sales representative.    Out of Warranty** If the unit exceeds the initial warranty period, but still fully operational, the warranty can be extended by providing proof of full functionality and good health status. If you choose the warranty extension, please contact your Bosch sales representative if you are a direct customer, otherwise please contact your distributor. If the unit exceeds the initial warranty period and is not functional, the unit must be repaired first on your own cost. Please address this with  the IT partner.   *Full hardware support is provided during warranty period only. **Systems that are out of warranty and present a fault will be supported by the Central Technical Support team as best effort. Please check the Out of Warranty Statement for any additional details.   An Out of Warranty system may be repaired as per below: Standard IT partner RMA Process: Systems should be shipped to IT partner RMA Desk for repair. You will be directed to IT partner and notified that costs may be incurred, including shipping fees, diagnostic fees, and replacement parts, if necessary. If the unit is less than five 5 years old  and Out of Warranty, then the BOOST Warranty Extension shall be offered. If Central Technical Support detects that the failure is caused by FRU (Field Repairable Unit), they will inform you which part should be replaced and provide the part number code and contact details of our Spare Parts department. Keep in mind that in this case the repair is on your own cost and Central Technical Support will only provide you the Installation Manual for Replacement Instructions.   In conclusion, when you have an Out of Warranty unit, take note that you have the following options: Buy warranty extension to get full tech support on Hardware, before the units failure. Buy FRU – (Field Repairable Unit) and acknowledge the risk that the failure might not be fixed.   ⚠️  Keep in mind that sometimes the issue can be related to the Software part and in this case the SMA (Software Management Agreement) is applicable. ... View more

  Have you recently encountered a hardware problem with one of the following DIVAR IP units? Name CTN/Model Number DIVAR IP 5000 AIO DIP 52xx DIVAR IP 6000 R2  DIP 61xx Rev2 DIVAR IP 7000 R2 DIP 71xx Rev2 DIVAR IP 7000 AIO DIP 72xx Rev2 DIVAR IP AIO 4000 DIP 44xx DIVAR IP AIO 6000 DIP 64xx DIVAR IP 7000 AIO gen3 DIP 73xx DIVAR IP 7000 AIO gen4 DIP 74xx   If yes, then Central Technical Support team is ready to assist and solve the problems you may be experiencing. Please note that depending on whether the issue is related to software or hardware, the Central Technical Support team actions will vary.   General 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   Hardware related Mandatory information: The Serial Number -it can be found on the unit's label or within the System Overview and it has 18 digits. This is needed in order to determine the units warranty status. The registration form - this applies only for non-registered units Depending on the detected Hardware issue, additional information should be provided to the Central Technical Support team. For more details please check DIVAR IP - Ticket Requirements. Delivery details - in order to receive the replacement part/unit the below delivery details are required: Contact name (person) delivery  Contact number (tel.) delivery  Contact e-mail delivery  Delivery location company name (co location)  Street name  House number  Zip code  City  Country  Specific directions for delivery (Reception, Warehouse… etc. )   1. For any Software issue: to receive support, make sure you have a valid SMA (Software Management Agreement). also, being certificated on below trainings would be helpful. DIVAR IP All In One 4000 & 6000 online certification training - click HERE to open the training  DIVAR IP All In One 5000 & 7000 online certification training - click HERE to open the training  depending on the described issue, the Central Technical Support team will request additional details for troubleshooting. (more articles with BVMS label can be access here) 2. For any Hardware issue: the Central Technical Support team will contact their IT partner (these units are serviced directly via our IT partner) the Central Technical Support team is responsible with maintaining the communication between you and their IT partner. If the IT partner will determine that the hardware is faulty and therefore needs to be replaced, depending on the faulty part, the Central Technical Support Team will help you either receive the replacement of the faulty part and replace it yourself or with the help of a field engineer from IT partner. If the presence of a Field Engineer is needed there, an appointment will be scheduled. Once the faulty unit is replaced, the faulty part must be returned to the IT partner  within 30 days upon receiving the new part/unit. If the product(s) is not returned within the 30 day window, IT partner accounting will issue an invoice for the full purchase price of the product(s). Please make sure that the return label if applicable is in the box upon receipt, if not please contact the RMA department to retrieve a new label.   the Central Technical Support will keep the case opened until you send the faulty part/unit back to the IT partner.   ⚠️  Please keep in mind that the faulty part/unit should be replaced only via Central Technical Support team, based on a preliminary investigation, as this is the standard way of working.   Nice to know: Please keep in mind that for these units the advance replacement policy is not applicable. If the unit is not covered by warranty, Central Technical Support will provide support based on a good will and only as best effort. (Please check the Out of Warranty Statement for any additional details.) Additional information regarding the warranty status can be found here.   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

  If you are facing any technical problems with a Bosch Security Systems product, don't worry, Central Technical Support is ready to help. Below, you will find a list of phone numbers to reach the Central Technical Support team: Region Country  Phone EMEA   Business hours: Monday through Friday, from 8:00 AM to 6:00 PM FR language France +33 82 512 8000      DE language Germany, Austria, Switzerland +49 561 8908 300 EN language Greece, Cyprus, Malta +30 216 9001859 Romania, Moldavia +40 256 301 125  Bulgaria +359 700 10 154 Hungary  +36(1)879-8501  Albania, Croatia, Macedonia, Montenegro, Moldova, Serbia, Slovenia +40 256 301 126 Netherlands +31237001394 Belgium/Luxembourg (Select option 1 English & Select option 2 French) +3227008275 Spain +34 (0) 910878023 Portugal +351217914433  Middle-East +49 711 811 8161 Sweden +46 8750 1995 Norway  +47 800 31 280 Denmark  +45 4489 8620 Finland and Baltics +358 10 4808 284 Ukraine +493912884903 Poland +48 (0) 223065571 Italy +39 (0)223312038 United Kingdom +44 (0) 330 1239979 If your country is not listed in this list, but you are an English speaker, please use the following phone number: +44 (0) 330 1239979   Region Country  Phone ASIA PACIFIC Business hours: Monday through Friday - Local Time Daylight Saving Time (DST) begins on the first Sunday in October and ends on the first Sunday in April Standard Time Australia (Sydney)   15:00 – 05:00*   14:00 – 03:00* Cambodia, Indonesia, Thailand, Vietnam   11:00 – 01:00*   11:00 – 00:00* India   09:30 – 23:30   09:30 – 22:30 Japan, South Korea   13:00 – 03:00*   13:00 – 02:00* Malaysia**, Philippines, Singapore   12:00 – 02:00*   12:00 – 01:00* Myanmar   10:30 – 00:30*   10:30 – 23:30 New Zealand (Auckland)   17:00 – 07:00*   16:00 – 05:00* *following day **Telephone Number for Malaysia only: +60 3796 64044 EN language All countries +63 2 8737 5755    Region Country  Phone NORTH & LATIN AMERICA   Business hours: Monday through Friday, from 8:00 AM to 6:00 PM EN language North America 1-800-289-0096                   ES language               Chile 800 800 960  Panamá 800 0279 Uruguay 000 4054 754 Venezuela 800-222-7771 Bolivia 800 104 083 Colombia 01 800 950 6120 Ecuador 1 800 001 049  Perú 0800 51 583 Argentina 0800-666-2352 Costa Rica 800 266 5437 Paraguay 09 800 5061 0000 República Dominicana 1 800 7510 147 El Salvador 800 6489 Central America and Caribbean dial to USA +1 952-736-4550 México rest of the country 800-267-2478 México (from CDMX) 55 2000 0610 Guatemala 1-800-835-0507   Please don't hesitate to reach out Central Technical Support. They will do their best to ensure your technical concerns are addressed effectively.     ... View more

  Possible causes and solution(s)   Symptoms   When the field of view (FoV) shown on the map is moved with the mouse, normally the camera must follow it. In some cases, the field of view of the Bosch PTZ cameras might go straight up (for MIC models) or as far up as possible (for Autodome models) - the camera image is directed towards the ceiling, sky or other high points, instead of keeping its FoV.   Solution   With Genetec Device Pack 11.3 and above, the following setting should help out as a solution.  Adjust the Tilt offset to 90 degrees:   ... View more

Question   Is there a search limit of results in BVMS Operator Client Logbook for collecting license plate data?   Answer   The BVMS Operator Client has indeed the limitation, that it shows only a maximum of 1000 hits per query. If you want to find more hits, you must execute multiple searches, e.g. specifying different time frames as an additional filter.   Nice to know: What is the total space used for BVMS system logging before to overwrite your own data? ... View more