Contact Avigilon Alta Support when an Alta camera is in recovery mode

Last modified: Sunday October 01, 2023.

When an Alta camera enters recovery mode, collect the camera log files and send them to Support so that the issue can be logged and the appropriate method recommended to resolve the issue.

Do not attempt to reboot or upgrade the camera before Support recommend you do so. This is because important diagnostic information might be overwritten if unsuitable recovery attempts are made, making diagnosis of the issue more difficult.

Gather the camera JSON information and the camera log files and send them to Support.

After analysis, Support will recommend the most appropriate action to take to rectify the problem.

Task

  1. Log into the local camera interface. See Log into the Alta camera local user interface
  2. Click Copy. Paste the copied JSON information into a text document and save the file with a suitable file name, for example, <camera serial number>.txt.
  3. Click Download logs.
  4. Email support@avasecurity.com, attaching the saved JSON information and the downloaded camera log files.
    Support will analyze the camera information.

When Support have diagnosed the camera issue, they will work with you to correct the problem.