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HALO Support, Replacement and Repair

Checklist for Common Problems

If your product doesn’t work, make sure that:

  • Power is connected and the Power LED is on.
  • The product is connected to the network.
  • The product is connected to the network.
  • Try restoring the factory default settings.

Still a problem?

Follow these steps until your problem has been solved.

  • Search FAQ database.
  • Contact IPVideo Online Helpdesk
    • If your unit still does not work as expected, contact the IPVideo Helpdesk to obtain assistance from an IPVideo technical support engineer.
  • Assistance from IPVideo technical support engineer
    • You will obtain assistance from an IPVideo technical support engineer.
  • Return your unit according to given instructions
    • If your unit still does not work as expected, IPVideo will authorize the return of your defective unit by supplying you with an authorized RMA case number. If your shipping address is within the continental USA, IPVideo will ship to the address provided and will supply a return label for the defective unit. If the shipping address is outside the continental USA you will need to contact your authorized reseller to obtain a replacement unit.

Support

Support in various formats is readily available to IPVideo customers in need of product assistance. Find more information about troubleshooting in the FAQs. For more advanced questions, contact Helpdesk. Chat or call technical support. 

30-day Replacement

Should an IPVideo product be found to be defective within 30 days from the date of purchase, you are entitled to a new unit. You must always have a Helpdesk case to verify that the unit is authorized for a 30-day replacement. IPVideo or an IPVideo approved partner will replace the faulty unit with a new unit. Units within the Continental United States will be replaced directly by IPVideo. Units outside the Continental United States will be replaced by an IPVideo approved partner. 

Warranty Replacement and Repair*

Should an IPVideo product be found to be defective within the warranty period, it is defined as an RMA (Return Material Authorization) claim. This entitles you to have the unit either repaired or replaced. You must always have a Helpdesk case to verify that the unit is authorized for RMA. IPVideo or an IPVideo approved partner will replace the faulty unit with a refurbished unit. Units within the Continental United States will be replaced directly by IPVideo. Units outside the Continental United States will be replaced by an IPVideo approved partner.

Out of Warranty and Repair*

If you have a broken unit that is out of the warranty period, you are welcome to contact Helpdesk for troubleshooting. Out of Warranty products will be handled at IPVideo’s discretion.* To determine a product’s warranty, you may need to send a proof of purchase to the technical support engineer who will assist you. If the product is determined to be defective, an RMA will be issued and you will be advised how to return the product with the RMA number clearly marked on the outside of the package.

*To determine a product’s warranty, you may need to send proof of purchase to the technical support engineer who will assist you. If the product is determined to be defective, an RMA will be issued and you will be advised how to return the product with the RMA number clearly marked on the outside of the package.

To learn more, fill out the information below:

Or call us today at 631.969.2601

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