Support

AIDA Imaging

 

570 E. Arrow Hwy, Suite A

San Dimas, CA 91773

 

info@aidaimaging.com

 

Toll Free: 844.631.8367

Tel: 909.333.7421

 

Operating Hours: Mon-Fri

8:00am – 6:00pm PST

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  • Check if power is connected
  • Check if video cable is connected to SDI OUT port
  • Check if monitor supports HD/3G-SDI inputs
  • Check if power is connected
  • Check if monitor supports 1080p60 inputs
  • Check if genlock feature is enabled from the menu
  • Check if reference signal is supported by GEN3G-200
  • Check if SYNC LED is solid lit
  • Check if the installed lens is C or CS mount
  • If using C mount lens, C mount focus ring must be installed
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Check if power is connected
  • Check if video cable is connected to SDI OUT port
  • Check if monitor supports HD/3G-SDI inputs
  • Check if power is connected
  • Check if monitor supports 1080p60 inputs
  • Check if genlock feature is enabled from the menu
  • Check if reference signal is supported by GEN3G-X3
  • Check if SYNC LED is solid lit
  • Check if focus mode is set to manual
  • Check if the subject is too close to the camera
  • Minimum distance between the subject and the camera is 1 meter
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Check if power is connected
  • Check if video cable is connected to SDI OUT port
  • Check if monitor supports HD/3G-SDI inputs
  • Check if power is connected
  • Check if monitor supports 1080p60 inputs
  • Check if genlock feature is enabled from the menu
  • Check if reference signal is supported by GEN3G-X30L
  • Check if SYNC LED is solid lit
  • Check if focus mode is set to manual
  • Check if the subject is too close to the camera
  • Minimum distance between the subject and the camera is 1 meter
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Check if PC USB port is active
  • Check if power LED is solid lit
  • Check if the installed lens is C or CS mount
  • If using C mount lens, C mount focus ring must be installed
  • Check if USB3.0 cable is securely connected
  • Check if PC USB port supports USB3.0
  • Make sure the connected USB3.0 cable is the one included in the package
  • Check if USB3.0 cable is securely connected
  • Check if PC USB port supports USB3.0
  • Make sure the connected USB3.0 cable is the one included in the package
  • Check if PC USB port supports USB3.0
  • Make sure the connected USB3.0 cable is the one included in the package
  • Check your computer system resource
  • Check if power is connected
  • Check if video cable is connected to SDI OUT port
  • Check if monitor supports HD/3G-SDI inputs
  • Check if power is connected
  • Check if monitor supports 1080p60 inputs
  • Check remote controller battery
  • Check RS232/485/422 connection
  • Check Camera ID and Baudrate settings
  • Check if focus mode is set to manual
  • Check if the subject is too close to the camera
  • Minimum distance between the subject and the camera is 1 meter
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Check if power is connected
  • Check if video cable is connected to SDI IN port
  • Check if the video input source is working properly
  • Check if the input source is HD-SDI or 3G-SDI format
  • Check if power is connected
  • Check if monitor supports 1080p60 inputs
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Check if genlock feature is enabled from the menu
  • Check if reference signal is supported by GCON-SDI
  • Blinking LED indicates proper genlocking
  • Check if power is connected
  • Check if video cable is connected to HDMI IN port
  • Check if the video input source is working properly
  • Check if the input source is HD format
  • Check if power is connected
  • Check if monitor supports 1080p60 inputs
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Check if genlock feature is enabled from the menu
  • Check if reference signal is supported by GCON-HDMI
  • Blinking LED indicates proper genlocking
  • Check if power LED is solid lit
  • Make sure to use the provided power supply or recommend voltage
  • Make sure your device supports tri level sync signal
  • Check if PC USB port is active
  • Check if power LED is solid lit
  • Check if USB3.0 cable is securely connected
  • Check if PC USB port supports USB3.0
  • Make sure the connected USB3.0 cable is the one included in the package
  • Check if USB3.0 cable is securely connected
  • Check if PC USB port supports USB3.0
  • Make sure the connected USB3.0 cable is the one included in the package
  • Make sure the video input source is connected to SDI IN port
  • Check if the video input source is working properly
  • Check if the input source is HD-SDI or 3G-SDI format
  • Check if PC USB port supports USB3.0
  • Make sure the connected USB3.0 cable is the one included in the package
  • Check your computer system resource
  • Check if the video input signal is stable
  • Make sure driver is installed properly
  • Check if power LED is solid lit
  • Check Camera ID and Baudrate settings
  • Check cable connections and pin assignments
  • Check if the connected camera supports VISCA or PELCO protocols
  • Make sure to assign different camera ID on each devices
  • Make sure to daisy chain each devices
  • CCS-USB controls up to 7 VISCA devices
  • AIDA CCS software is proprietary software and will only work with CCS-USB hardware
  • RS232 standard is limited up to 15 meters(50 ft)
  • RS485 standard is limited up to 1,200 meters(4,000 ft)
  • Most of VISCA compatible products will work with CCS-USB
  • By selecting 3rd Party option from the software, modified VISCA command can be used
  • CS-2.8F is CS mount lens. Check your camera lens mount
  • CS-2.8F F-Stop is 1.8 and it is fixed
  • FOV is based on 1/3 sensor size. Proper FOV conversion is required
  • CS-2.8F is CS mount lens. Check your camera lens mount
  • CS-6.0F F-Stop is 1.6 and it is fixed
  • FOV is based on 1/3 sensor size. Proper FOV conversion is required
  • CS-12.0F is CS mount lens. Check your camera lens mount
  • CS-12.0F F-Stop is 1.6 and it is fixed
  • FOV is based on 1/3 sensor size. Proper FOV conversion is required
  • CBL-RJ45 requires CAT5/6 cable
  • CBL-RJ45 requires cross over cable type
  • When CAT5/6 cable is customized, CBL-RJ45 can control 3rd party devices

Click the Product below to view its Installation Diagram:

Visca Control

AIDA – Return Policy

 

All returns must have RMA number assigned by AIDA. Please contact us so we can issue a RMA number. Any product returned to AIDA without a RMA number will be returned back to the customer.

Authorized returns must be shipped prepaid to AIDA. AIDA cannot accept freight collect shipments.

After receiving return authorization from AIDA, please make sure your package is adequately packaged in order to prevent from a further damage.

If the returned product is physically damaged or missing any of its original accessories, the product will be returned to the customer in “AS IS” condition.

If your product has a defect, AIDA will repair or replace the product at no additional cost.

If there is no defect found on the returned product, you are responsible for all shipping charges.

AIDA reserves the right to deny a return.

Download and complete the RMA Request form below and email to support@aidaimaging.com for a Return Merchandise Authorization number.

RMA Request Form

Before submitting an RMA request, visit our support page at www.aidaimaging.com for technical assistance.

If you cannot resolve the issue with your product, please call AIDA technical support at (909) 333-7421 or the authorized distributor where you purchased your AIDA product. Upon contacting AIDA, please have the model number and serial number readily available.

  1. Make sure to put the RMA # on the shipping label and outside of shipping box, otherwise you package will be refused.
  2. Standard DOA Period / CREDIT Return Policy: 30 days with appropriate RMA request via email. After 30 days, any RMA accepted will be processed for repair or replacements only. No credit will be given for any returns after the 30 days DOA period has expired. (30 days after the original purchase date)
  3. RMA return must include a packing list (using our RMA Request Form as a packing list is preferred) If the items is claimed as DOA or CREDIT it must be full packaged and free of damages.
  4. All the return items must be packed to protect against damage in shipment. (Physical Damage Voids The Warranty) ***Failure to comply with the above procedures, the returned goods will be serviced at our discretion***
  5. RMA’s are processed within 7 days from the date it is received.  Please do not send RMA requests more than once to avoid duplicates.
  6. Return authorization numbers are only valid up to 15 business days.
  7. Please ship the warranty return products to AIDA RETURN CENTER
    AIDA RETURN CENTER
    RMA#_______________
    614 E. EDNA PLACE STE. A
    COVINA, CA 91723

*AIDA Imaging reserves the right to change this policy without advance notice*

AIDA – LIMITED WARRANTY

 

AIDA warrants to the original owner-user that this AIDA product will be free from defects in workmanship or material. This warranty is limited to one(1) year from the original purchase date, whether or not actual use begins on that date.

Before submitting a warranty claim, visit the support page of www.aidaimaging.com for technical assistance. If you cannot resolve the issue with your product, all warranty claims and any other product related questions should be addressed directly to AIDA or an authorized AIDA distributors. Upon contacting AIDA, please have the model number and serial number of your product ready and the original proof of purchase showing the date of purchase and full details of the product.

During the warranty period, AIDA will, without cost to you, at AIDA’s option, either repair defective products, furnish replacement products, or grant you credit equal to the defective products’ net purchase price.

Authorized returns must be shipped prepaid. The warranty provided herein does not cover charges for labor or other costs incurred in the troubleshooting, repair, removal, installation, service or handling of parts or complete products.

This warranty provided herein shall be void and of no effect in the event that;

  1. i) misuse, neglect, accident, improper or inadequate maintenance, or opening of the chassis of the Product.
  2. ii) repaired or altered by parties other than AIDA or authorized agents.

iii) operated outside its intended application.

  1. iv) excessive thermal or electrical shock.
  2. v) the serial number of the product has been altered, defaced or removed.

 

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AIDA SHALL NOT BE LIABLE FOR LOSS, WHETHER DIRECT OR INDIRECT, OF REVENUE OR PROFITS, FAILURE TO REALIZE SAVINGS OR OTHER BENEFITS OR OTHER FINANCIAL LOSS, OR ANY OTHER SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES CAUSED BY THE USE, MISUSE OR INABILITY TO USE THIS PRODUCT, REGARDLESS OF THE LEGAL THEORY ON WHICH THE CLAIM IS BASED, AND EVEN IF AIDA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AIDA ENTIRE LIABILITY SHALL BE LIMITED, AT AIDA’S OPTION, TO REPLACEMENT OR REPAIR OF THE PRODUCT OR REFUND OF THE PURCHASE PRICE PAID.

THIS LIMITED WARRANTY SHALL NOT EXTEND TO ANYONE OTHER THAN THE ORIGINAL PURCHASER OF THIS PRODUCT, IS NONTRANSFERABLE AND, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, STATES YOUR EXCLUSIVE REMEDY.