Prepare a Network Computer
Use a Windows computer connected to the same local network as the cameras or recorder.
Technical Support
Remote help for camera access, network verification, and Videoloft activation.
With your permission, we can connect to a computer on the same network, identify reachable cameras or recorders, verify authorized credentials, coordinate approved manufacturer recovery steps, and help complete Videoloft onboarding.
Support Workflow
From booking to cameras connected.
We keep it simple. You book a time, we connect remotely, and we help get your cameras onto cloud recording.
Authorize the Session
You start the remote-support session and remain in control of the computer throughout the connection.
Verify Network Visibility
We check whether authorized cameras, recorders, or adapters are reachable from that computer.
Confirm or Recover Credentials
We verify valid administrator access or help coordinate the approved manufacturer reset process.
Complete Physical Steps Locally
When a reset button, ladder, cabling, or onsite work is required, you or a local technician completes that step.
Connect to Videoloft
After access is restored, we help add supported devices and verify live view and recording.
Remote Network Check
What our technician checks during your session.
Camera Discovery
We check the customer-authorized local network for reachable cameras, recorders, and supported devices.
Brand & Model ID
We identify the make and model of each camera so we can confirm compatibility before activation.
Network Layout
We check how your cameras connect - PoE switch, NVR, or direct - and whether an adapter is needed.
Credential Check
We verify whether valid credentials are available and explain the approved recovery path when they are not.
Security First
Your privacy and security matter.
We understand that letting someone connect to your computer is a big step. Here's how we keep your system safe.
Session Is Recorded
Every remote session is recorded with your knowledge for quality and security. You will be notified when recording starts.
Camera Access Only
Our technician only accesses camera software, network configuration, and discovery tools. We do not browse personal files or accounts.
You Stay in Control
You can end the session at any time. The remote software shows you exactly what the technician is doing on your screen.
No Passwords Saved
Camera or recorder credentials entered during the session are not saved or stored. We only use them to check connectivity.
Get Started
Book a Technical Support Session
Fill out the form below and we'll follow up to schedule your remote session. We typically respond within one business day.
- No payment is collected on this site.
- We'll review your details and confirm a session time by email.
- You'll receive a remote desktop link before the session.
- Have your camera or recorder login credentials ready during the session.
- A remote session is optional - you can also complete the standard activation request without live support.
- Please download TeamViewer before your session so our technician can connect remotely.
Security Notice
Do not email camera usernames, passwords, payment card details, or private access codes. We will collect camera credentials securely during the live session only.
Prefer to email?
Frequently Asked Questions
What remote desktop tool do you use?
We use TeamViewer for remote support. Please download TeamViewer on the computer that has access to your camera system before the session.
Do I need to install anything?
Yes. Please download TeamViewer before your appointment. We will provide the connection details before the session starts.
How long does a session take?
Most sessions take 30-60 minutes depending on the number of cameras and network setup. Complex systems may need a follow-up session.
Is the session really secure?
Yes. All remote connections are encrypted. You control when the session starts and ends. You can watch everything the technician does on your screen in real time.
What does new camera activation include?
We handle the full activation process for new customers: account creation, camera discovery, connection setup, and confirmation that your cameras are recording to the cloud.
What if my cameras aren't compatible?
During the session, our technician will confirm compatibility. If your cameras won't connect directly, we'll recommend the right adapter path.