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Support & Services

Get access to extensive support and information regarding your Volicon system

VOLICON SUPPORT OVERVIEW

Our Volicon Support team is comprised of experienced  product specialists that are available to assist with all your technical needs.

At Volicon, our mission is to provide dependable world-class professional support. We offer unparalleled global support solutions, when you need it, and with a true focus on success. Each component of our support services has been built to ensure that organizations quickly benefit from the full value of investment in our solutions.

  • FAQs

  • Have a question? Take a look at our FAQs.

  • What is the Icon next to the Channel Name on the Dashboard?

    Grey Square: "Idle" - This Encoder has either been recently released from Manual Control or it does not have a lineup applied. In this state, the Encoder will remain on the current channel.

    2 Small Grey Squares behind a Green Square: "Scanning" - This icon indicates that the Encoder is following an applied Lineup to scan various channels on the Set top Box.

    Green Square: "Manual Control" - In this state, you can change the channel of the Encoder and restart the Set top Box. If the system is configured for Scanning or Triggered Record, Manual Control will override these.
    *Click on the scanning icon to enter Manual Mode

    A lock icon over grey box: "Locked - Other User Manual Control" - Another user has taken Manual Control of this Encoder and only one user can do so at a time. You can view the Encoder, but the various states are locked until it is released from Manual Control.*
    *If you hover the mouse over the icon, a pop with the username and IP address will appear to indicate who is controlling the Encoder.

  • What is "Manual Mode?"

    Manual mode allows you to manually access any channel or service on the Encoder/STB.

    Automatic scanning through lineup is paused temporarily during this time.
    This affects:
    >Video history for that specific time period
    >Anyone viewing that specific live stream

    Manual mode will pause the encoder from scanning through the lineup and will pause triggered recording. Interactive

    Scripts stop running when you enter manual mode.
    When you enter manual mode, the RPM displays a message confirming that you have change your scanning mode. The

    Scan Icon also changes to indicate manual mode.
    In addition, a Remote Control Bar opens in the bottom left of the Home Screen. Note that access to Remote Control is permissions based and is set up by the administrator.

  • Why is the IR control not working?

    There may be several reasons for this.
    >Go to the physical location of the Probe in question and locate the IR Blaster. Ensure that it is properly aligned with the IR Receiver on the Set Top Box.
    >Log into the RPM Media Player and under the Central Config > Encoders page find the Encoder is question. Select "Edit" and scroll down to the "STB" Section. Ensure that a STB has been selected and that it matches the model that is being used.

  • What is the White Text overlay on my video? Is this present in stored content and Clips.

    The overlay text indicates the Date/Time Frame on the top of the screen and the Status Line on the bottom. The Status Line is composed of:
    >Screen (SS) – The percentage of static scenery in the display
    Black Screen (BS) The percentage of black pixels in the display
    >Audio Level (AL) – The received signal as measured in dB (Decibels)
    >“Detect” - For each channel the RPM goes through several script phases such as the dialing of digits, delay for the STB to respond and the “Detect” phase which compares media characteristics with your configured thresholds.

    This information is burned into the video, so it will be present when viewing historic video or exporting clips.

  • How to Create or Edit a Bouquet? (Administrator Account)

    Log into the RPM Media Player and navigate to Central Config > Bouquet to display the main Bouquets page.

    At the top of the Bouquets page click <+Add Bouquet> to open a dialog box. To create a new Bouquet simply enter the name you desire and, if appropriate, any additional relevant information in the Notes field.

    Once complete, hit “Select Bouquet”

    At this point you will need to fill the Bouquet with Services. To do so, click on the Edit icon to the left of the name. This will bring you to the “Edit” page

    Click the Add Service button to add a service, or the Edit Channel or Delete icon to perform the action you wish to take.

  • How to Create a Lineup? (Administrator Account)

    Log into the RPM Media Player and navigate to Central Config > Lineups to display the main Lineups page.

    At the top of the Lineups Page Click the <+ Add Lineup> button to bring up the Add Lineup dialog box.

    Enter the desired Lineup name and descriptive information. Normally when you create a Lineup Service it is limited to services associated with one or more Bouquets. However, you can also select All Services.
    >Lineup Name: Descriptive name of the lineup
    >Notes: Description of the lineup

    You have three options when you are adding services to the lineup:
    >Show all services - provides access to all previously defined >Services regardless of whether they are associated with a Bouquet.
    >Limit to services common to the following bouquets (default) Filters services that are common to bouquets selected just below the “Select All” checkbox.
    Select all List without filtering (ensure bouquets’ services will execute properly on the targeted encoder/STB and geographic locations if you choose this option).

  • How to Edit Lineups?

    Once you have create the Lineup, click the icon located to the left of the Lineup Name to add one or more Services to the Lineup.

    Next select the button to add a new Service, view relevant details, and parameters.

    The default Script is the one defined for that Service. The pull down enables you to select a different Script.

    Recurrence defaults to 1, which tells RPM to access the Service once per scan cycle. Increasing the number causes RPM to access the Service multiple times per scan cycle. Setting the value to 0 causes RPM to ignore that Service. Setting the value to 0 is not recommended. Instead, delete the Services you do not need.

    The Schedule field determines when the Service will be scanned. As with the Script, the default value is inherited from the Schedule parameter defined for this Service, normally 24x7. Use the pull down to override the default setting.

    To remove one or more services, click the check box to the left of the service and then press . To remove all services for this Lineup press and select .

    The Editing Lineup window supplies the following fields:
    >Service Name: To be included in lineup
    >>Script Name: Select from the dropdown to change the default script. Change here prevents automatic modification later at the Services level from reaching the lineup.
    >Recurrence: Provides more weight to certain services in the lineup as compared to others. For example, with a recurrence of “3” the service will be scanned three times more often per scan cycle than services with a recurrence of “1”.
    >Schedule: Default schedule is 24/7; optionally, you can create a customer schedule. See Central Configuration Create/edit Services.

  • Why is the IR control not working? (Administrator Account)

    There may be several reasons for this.
    >Go to the physical location of the Probe in question and locate the IR Blaster. Ensure that it is properly aligned with the IR Receiver on the Set Top Box.
    >Log into the RPM Media Player and under the Central Config > Encoders page find the Encoder is question. Select "Edit" and scroll down to the "STB" Section. Ensure that a STB has been selected and that it matches the model that is being used.

  • What is the White Text overlay on my video? Is this present in stored content and Clips.

    The overlay text indicates the Date/Time Frame on the top of the screen and the Status Line on the bottom. The Status Line is composed of:
    >Screen (SS) – The percentage of static scenery in the display
    >Black Screen (BS) The percentage of black pixels in the display
    >Audio Level (AL) – The received signal as measured in dB (Decibels)
    >“Detect” - For each channel the RPM goes through several script phases such as the dialing of digits, delay for the STB to respond and the “Detect” phase which compares media characteristics with your configured thresholds

    This information is burned into the video, so it will be present when viewing historic video or exporting clips.

  • What does the Yellow Triangle on the Dashboard mean?

    If you see a yellow triangle next to any of the Encoder names, this means that there was a Fault on your system. The number within the triangle indicates the number of Faults. If you click on the yellow triangle it will expand showing brief details on said fault, you can click these details to view the Fault Clip or you can chose the "x" button to clear the Fault Clip from the system.

  • What is the White Text overlay on my video? Is this present in stored content and Clips?

    The overlay text indicates the levels of Static Screen (SS), Black Screen (BS), and Low Audio (LA). In addition, it provides details on the connection type to the Set Top Box and if enabled, details on Scanning.

  • Why won’t the RPM Media Player load properly in Internet Explorer?

    The RPM Media Player runs in all versions of Internet Explorer. If you are using Internet Explorer 10 or 11, you will have to add the RPM URL or IP address to Internet Explorer’s ‘Compatibility View Settings’.
    >Press alt on your keyboard
    >Select Tools from the menu of Internet Explorer
    >Click ‘Compatibility View Settings’
    >Add your RPM’s URL or IP Address to the list and close
    >Refresh your browser

    You should now be able to successfully load the RPM Media Player

  • What should I do if I get a script error when I try to export a clip from the RPM Media Player?

    >You will need to add the RPM URL or IP address to the trusted sites in your Internet Explorer web browser settings
    >Go to the tools menu in Internet Explorer
    >Select internet options
    >Select the security tab and then click on the trusted sites checkmark icon and then the sites button
    >Add the IP address of the RPM server by entering in the RPM address and clicking on the add button
    >Deselect the “Require server verification (https) for all sites in this zone” checkbox at the bottom of the window
    >Apply settings and refresh your browser

  • Will the RPM Media Player work on a Mac?

    For RPM Systems running version 7.1 and higher, Macs clients are supported where video is being encoded in h.264.
    *Please note that Chrome for Mac OS is not supported. Safari and Firefox are supported but with limited functionality when compared to the Internet Explorer.

  • Will the RPM Media Player work with Firefox or Chrome on a PC?

    Only Firefox is supported for RPM Systems running version 7.1 or higher and where video is being encoded in h.264.
    *Please note that Firefox has limited functionality when compared to Internet Explorer.

  • What is my default password for the RPM Server & Media Player?

    Please refer to your RPM packaging documentation for this information. If you cannot locate your original documentation or the password supplied does not work, please contact your local network administrator first and then call us at (781)-221-7400 or email us at support@volicon.com

  • Why do I see a software license expiration date at the login page?

    This may be one of two possibilities – either a cached message from your web browser or perhaps a technical issue that may require some assistance. First verify the license by going to the maintenance page of the RPM web client and click on update license. If you see an expiration date in the license window then please call us for help at (781)221-7400 or Email support@volicon.com If you do not see a license expiration date then go to the bottom of the maintenance page of the RPM Media Player and click the button that says clean expired data. Choose the option for remove the expiration message from logon screen. Then click clean.

  • What are the system requirements for using the RPM Media Player on a client PC?

    A client machine accessing the RPM via the network should be:
    >Running Windows 7 or Windows 8 with the latest service packs installed
    >Must have a sound card installed.
    >Must have Microsoft Internet Explorer 8 browser or greater.
    >Must add RPM URL or IP address to ‘Compatibility View Settings” in I.E.
    >Must add RPM URL or IP address to the 'Trusted sites' zone in I.E.
    >Must have Windows Media 11 or greater installed
    >Minimum 2 GHz Intel Core 2 Duo (or equivalent)
    >Minimum NVIDIA or ATI video card.
    >Minimum 2 GB of RAM (or equivalent)
    >Minimum 10Mbps network connect
    >User with local administrative privileges to install signed >ActiveX control (RPM Media Player)
    >Bandwidth: 1.2-1.5 times the sum of viewed stream's bandwidth. For example, if you are watching two 512kbps streams, you will need least 1.2-1.5 megabits of bandwidth to display them smoothly

  • Why do I see a message under the video window that says “Unable to connect to stream server”?

    This is an indication that there is a networking issue between the client and the probe. Troubleshoot this as you would any networking issue. Look to see if there were any changes in a firewall or IP addresses that would cause this disconnect. Otherwise you can contact Volicon Support for more assistance.

  • Why is the time that is displayed in the video window not the same as the time displayed in windows?

    There may be several reasons for this.
    >First try clicking on the ‘Live’ button to re-sync.
    >If you are exactly off the increments of one hour then you may need to check your preferences page for your time zone settings. (Be sure to pay attention to Day Light Savings Time (DST)
    >If you are seeing a delay of 2-8 seconds, it may be caused by the accumulated time delay due to the ingestion process. The time it takes to compile the data for video and audio, plus match it up to keep it in sync for live playback can cause a natural delay of a few seconds.

  • How do I rename the channels? (Administrator Account)

    The proper way to change the channel name is under the Central Config > Encoders page in the RPM Media Player.
    >Click the edit button to the right of the channel you wish to change.
    >Change the name in the ‘Display Name’ box and click save.

    *Please note that you will need administrative rights within the RPM Media Player to make this change. Please contact your internal Volicon Administrator for this.

    *Please note that the encoder names should not be changed in the Probe Manager on the Volicon Server. This will break the closed captioning and clip associations in the database.

  • Email Alerts have missing thumbnails and the link to the clip doesn’t work. How do I fix this? (Administrator Account)

    If you have email alerts setup and you find that the link to the clip and the thumbnails are not working properly, it may be caused by one the following:
    >The IP address of the RPM web server is a local IP and you are trying to access it from outside the local LAN.
    >If you are within the local area and it still doesn’t work, the RPM Media Player settings may not be configured correctly.
    >Log into the web interface under the Admin account
    >Go to Maintenance > Settings > Miscellaneous Settings
    >Add the ‘Server Host’ and ‘Web Server IP’ with the proper settings
    >Click Update

    This will update the alerts email with the correct address allowing you to watch the clips are view the thumbnails.

  • Why do I not see any audio bars on the video playing although I have enabled the loudness meter settings?

    The most common reason is that the client system that you are using may not have a sound card installed. Please refer to the client system requirements for reference.

  • Should I upgrade my Volicon Server? (Administrator Account)

    Our upgrades are handled by our Volicon Support team. Please have your Volicon Administrator contact us to determine if an upgrade is needed.

  • Why won’t the Observer Media Player load properly in Internet Explorer?

    The Observer Media Player runs in all versions of Internet Explorer. If you are using Internet Explorer 10 or 11, you will have to add the Observer URL or IP address to Internet Explorer’s ‘Compatibility View Settings’.
    >Press alt on your keyboard
    >Select Tools from the menu of Internet Explorer
    >Click ‘Compatibility View Settings’
    >Add your Observer’s URL or IP Address to the list and close
    >Refresh your browser

    You should now be able to successfully load the Observer Media Player

  • What should I do if I get a script error when I try to export a clip from the Observer Media Player?

    You will need to add the Observer URL or IP address to the trusted sites in your Internet Explorer web browser settings.
    >Go to the tools menu in Internet Explorer
    >Select internet options
    >Select the security tab and then click on the trusted sites checkmark icon and then the sites button
    >Add the IP address of the Observer server by entering in the Observer address and clicking on the add button
    >Deselect the “Require server verification (https) for all sites in this zone” checkbox at the bottom of the window
    >Apply settings and refresh your browser

  • Will the Observer Media Player work on a Mac?

    For Observer Systems running version 7.1 and higher, Macs clients are supported where video is being encoded in h.264.
    For Observer Systems running previous versions, Mac users will need to use the Observer Pro interface and will require the Silverlight plug-in. You can access this interface from your Mac’s browser by going to your Observer URL or IP address and adding “observerpro.html” to the end. If you do not have the Silverlight plug-in installed, you will be prompted to do so at that time.

    *Please note that Chrome for Mac OS is not supported. Safari and Firefox are supported but with limited functionality when compared to the Internet Explorer.

  • Will the Observer Media Player work with Firefox or Chrome on a PC?

    Both Firefox and Chrome are supported for Observer Systems running version 7.1 or higher and where video is being encoded in h.264.

    For Observer Systems running previous versions, PC clients will need to use the Observer Pro interface and will require the Silverlight plug-in. You can access this interface from your browser by going to your Observer URL or IP address and adding “observerpro.html” to the end. If you do not have the Silverlight plug-in installed, you will be prompted to do so at that time.

    *Please note that Firefox and Chrome have limited functionality when compared to Internet Explorer.

  • What are the system requirements for using the Observer Media Player on a client PC?

    A client machine accessing the Observer via the network should be:
    >Running Windows 7 or Windows 8 with the latest service packs installed
    >Must have a sound card installed.
    >Must have Microsoft Internet Explorer 8 browser or greater.
    >Must add Observer URL or IP address to ‘Compatibility View Settings” in I.E.
    >Must add Observer URL or IP address to the 'Trusted sites' zone in I.E.
    >Must have Windows Media 11 or greater installed
    >Minimum 2 GHz Intel Core 2 Duo (or equivalent)
    >Minimum NVIDIA or ATI video card.
    >Minimum 2 GB of RAM (or equivalent)
    >Minimum 10Mbps network connect
    >User with local administrative privileges to install signed >ActiveX control (Observer Media Player)
    >Bandwidth: 1.2-1.5 times the sum of viewed stream's >bandwidth. For example, if you are watching two 512kbps streams, you will need least 1.2-1.5 megabits of bandwidth to display them smoothly.

  • What is my default password for the Observer Server & Media Player?

    Please refer to your Observer packaging documentation for this information. If you cannot locate your original documentation or the password supplied does not work, please contact your local network administrator first and then call us at (781)-221-7400 or email us at support@volicon.com

  • Why do I see a software license expiration date at the login page?

    This may be one of two possibilities – either a cached message from your web browser or perhaps a technical issue that may require some assistance. First verify the license by going to the maintenance page of the Observer web client and click on update license. If you see an expiration date in the license window then please call us for help at (781)221-7400 or Email support@volicon.com If you do not see a license expiration date then go to the bottom of the maintenance page of the Observer Media Player and click the button that says clean expired data. Choose the option for remove the expiration message from logon screen. Then click clean.

  • Why do I see a message under the video window that says “Unable to connect to stream server”?

    This is an indication that there is a networking issue between the client and the probe. Troubleshoot this as you would any networking issue. Look to see if there were any changes in a firewall or IP addresses that would cause this disconnect. Otherwise you can contact Volicon Support for more assistance.

    *Please note that ports 4504/4505 need to be open on your firewall for streaming video through the Observer Media Player.

  • Why is the time that is displayed in the video window not the same as the time displayed in windows?

    There may be several reasons for this.
    >First try clicking on the ‘Live’ button to re-sync.
    >If you are exactly off the increments of one hour then you may need to check your preferences page for your time zone settings. (Be sure to pay attention to Day Light Savings Time (DST)
    >If you are seeing a delay of 2-8 seconds, it may be caused by the accumulated time delay due to the ingestion process. The time it takes to compile the data for video and audio, plus match it up to keep it in sync for live playback can cause a natural delay of a few seconds.

  • How do I rename the channels? (Administrator Account)

    The proper way to change the channel name is under the Central Config > Encoders page in the Observer Media Player.
    >Click the edit button to the right of the channel you wish to change.
    >Change the name in the ‘Display Name’ box and click save.

    *Please note that you will need administrative rights within the Observer Media Player to make this change. Please contact your internal Volicon Administrator for this.
    *Please note that the encoder names should not be changed in the Probe Manager on the Volicon Server. This will break the closed captioning and clip associations in the database.

  • Email Alerts have missing thumbnails and the link to the clip doesn’t work. How do I fix this? (Administrator Account)

    If you have email alerts setup and you find that the link to the clip and the thumbnails are not working properly, it may be caused by one the following:
    >The IP address of the Observer web server is a local IP and you are trying to access it from outside the local LAN.
    >If you are within the local area and it still doesn’t work, the Observer Media Player settings may not be configured correctly.
    >>Log into the web interface under the Admin account
    >>Go to Maintenance > Settings > Miscellaneous Settings
    >>Add the ‘Server Host’ and ‘Web Server IP’ with the proper settings
    >>Click Update

    This will update the alerts email with the correct address allowing you to watch the clips are view the thumbnails.

  • Why do I not see any audio bars on the video playing although I have enabled the loudness meter settings?

    The most common reason is that the client system that you are using may not have a sound card installed. Please refer to the client system requirements for reference.

  • Should I upgrade my Volicon Server? (Administrator Account)

    Our upgrades are handled by our Volicon Support team. Please have your Volicon Administrator contact us to determine if an upgrade is needed.

View FAQs

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    Customer Support can be contacted 5 days a week from 8 AM-6 PM EST via the following methods:
    TELEPHONE

    +1 781.221.7400 Option 5

    8:00 AM - 6:00 PM EST
    Monday - Friday for our US based
    customers.

    8:00 AM – 5:00 pm CET (GMT +1)
    Monday - Friday, for our EMEA based customers.

    Email: support@volicon.com to check the status of an existing case.

    Email: cases@volicon.com to open a new case.

     

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