EmailCaseSummary

Case类别1.图像、画面问题1.花屏回复方式：1)Thevideocablebetweenthesensorandthemainboardisloose.2)RecommendthecustomertocontactthesellertoaskforaRMA.(Ifit’sstillunderwarranty.)3)TellthecustomerthatourresellersareauthorizedtoprovideRMAtothecustomersdirectly.2.无线连接时，画面全是白色，什么也看不清楚，客户没有提供图片。回复方式：1)Askthecustomertosendascreenshotofthelivevideo.2)Suggestthecustomerconnectwithacabletohaveatry.3)Trydifferentbrowserstologinthecamera.Note:chooseActiveXModetologininInternetExplorer,andPushServerModeinotherbrowsers.Case类别2高清机报警设置1.高清机如何设置报警，以及高清机支持什么样的迷你SD卡？回复方式：1)SendthecustomeraPDFofHowCanIGetAlarmRecordingsonHDCameras.2)SendapicturereferenceofMicroSDcard(TF)card.OurcamerassupportClass2/4/6/10.Case类别3美国定制的机子美国经销商生产的机子，客户询问相关信息，可以这样统一回复：1)Sorrythismodelisonlysoldbyourresellerfoscam.uswhohasbeenauthorized.2)Iwouldsuggestyoucontactfoscam.usdirectly.)Theyalsoprovidecallservice:713-893-7866(8:00AMto7:30PMCST).Case类别4客户用小语种发邮件客户用小语种发送邮件时，可以把解决问题的思路发送完了之后说：CurrentlyweonlyprovideEnglishservice.Sorryfortheinconvenience.IwouldappreciateitverymuchifyoucouldreplythisemailinEnglish.（如果客户还是不会英语，那就依靠谷歌和必应翻译器来进行交流了。）Case类别5邮件报警设置1.标清机型MailServiceSettings里填写好信息，如图所示。FirstSubmit，thenTest.一定要Test成功。再到AlarmServiceSettings里设置。如上图所示。一定记得要Submit.2.高清机型去MailSettings里设置，填好信息保存再点击测试看是否成功。EnableMotionDetection.一定要记得选择好侦测区域以及启动报警时间段。最后点保存。以上问题的咨询可以发FAQ.CASE类别6咨询固件升级1.没提供什么信息，只是想升级可以这样回复：1)What’stheyourcurrentfirmwareversion?2)OurlatestfirmwareversionforFI____is____.2.说了当前的固件版本，不知道升级到哪一个版本是正确的。FI9805P.(FI9805P和FI9805W共用一个固件）1)OurlatestfirmwareversionforFI9805Pis1.4.1.10/2.14.1.119.2)Goto)Afterdownloadingthefirmware,pleasestrictlyfollowtheupgradeguide(inthefirmwareinstallpack)touploadeachbinfileinsequence.Case类别7RMA客户需要outofwarrantyrepair.回复方式：Weproviderepairserviceevenifyourcameraisoutofwarranty.Belowistheprocedure:Step1.AskforaRMA(ReturnMaterialAuthorization)fromyourseller;Step2.Returnyourcameratoyourseller;Step3.ThesellerwillsendthecameratoourfactoryinChina;Step4.Ourfactorywillcheckyourcameraandgiveyouaquotationforrepair;Step5.Afterrepair,wewillsendthecameratoyoursellerandyousellerwilldeliveritbacktoyou.Normally,theshippingfee+repairfee+laborcost+17%customsclearancefeewillexceedanewcamera'scost.Case类别8SD卡看不到录像/存储路径为空客户最开始说把SD卡拿出来放到平板上看时，没有任何录像。由此进行的排错：1)AlarmSettings和StoragePath设置正不正确客户设置存储路径时，有错误提示：videostoragepathcannotbeempty.原因在于没有安装插件。由于用户使用是苹果笔记本，只可以用Safari打开摄像机登陆界面。提醒客户去以下页面下载插件：=78.电脑安全级别过高，怎样降低呢？Case类别9远程访问1.用户完全不会怎么设置远程：处理方式：a.InputastaticIPforthecamera.b.Enablemanufacturer'sDDNS.c.DoPortForwardingmanuallyinyourrouter.(UPnPhasahighchanceoffailure,soIsuggestyoudomanually.)Note:Pleaserefertotheattachmentwhendoingthesettings.2.用户做过设置了，但失败。回复方式：Sinceyouhavedoneallthesettings,I'dliketocheckiftheyarecorrectornot.Socouldyoupleasesendmethescreenshotsofthefollowingsettings?1.DeviceStatus2.BasicNetworkSettings3.DDNSServiceSettings4.PortForwardingSettingsonyourrouter.5.WANIPaddress.()由于用户用的路由器不尽相同，所以为了更好地指导用户做端口映射，可以去：routerportforwarding里查找路由器型号，点击，再找F--Foscam然后添加相应的摄像机，就会进入端口映射指南页面。Case10无线连接失败用户在WirelessNetworkSettings可以Scan到WI-FI,但是填好了信息之后就是连接不成功。排错步骤：1.Isyourcamera'santennaconnectedwell?2.Howfarisyourcamerafromyourrouter?(Keepitbetween1.5mto20m.)3.Isyourrouteradual-bandone?(Supportsboth2.4GHzand5GHz.)4.Makesureyourpassworddoesn'tcontainthesesymbols:&,=,$.(Note:InWirelessSettings,thePassword/ShareKeyisyourWIFI'spassword.)5.Tryrebootingyourrouterifnecessary.以上步骤都没问题的话，那可能是路由器设置了MAC地址过滤。则需要登录路由器，把摄像机添加到允许连接网络设备中，或把地址过滤功能解除掉。提醒客户信息填写好了后一定要记得保存。