Return Material Authorization

RMA Request. Start Here.

We sincerely apologize that your camera was not performing as expected. While all cameras are tested prior to shipping, we understand, things happen. Please give us your name, email and a brief description of what seems to be the issue. A Videology representative will notify you shortly with detailed instructions for your RMA request.

Please make sure you check the troubleshooting checklist below, it may just solve your issue!

Videology Terms and Conditions of Sale
Return Material Authorization Request Guidelines
A customer service representative will assign you an RMA # and assist you with any questions you may have within 24-48 hours.
- All product returns must be processed with an RMA #. NO returns of any type will be accepted without an RMA #.
- RMAs issued by Videology Imaging Solutions are valid for 10 days only, and the product must be returned to Videology within this time frame.
- RMAs cannot be extended or reissued.
Please have the following information on hand when emailing for an RMA #
- Customer Name
- Videology Invoice Number
- Serial number and the nature of the problem.
You can find all the information on your Videology invoice.
Return Material Authorization (RMA) Policy
- All products must have an approved RMA# acquired from Videology prior to return.
- Any product returned without an approved RMA# will be refused at the time of receipt.
- All products must be listed separately with complete serial numbers and specific descriptions of the problem on Videology's RMA Request Form.
- An authorized RMA will be issued for the Exact Quantity and Item listed.
- Processing Fee will be charged for any quantity/product added after the issue of Authorized RMA. We require a new form if an additional quantity/product is returned.
- Units must be in their original state and packaging or charges may be applicable. - unit must include the original Videology box, inside packaging material, cables, connectors, manuals, etc.
- Shipping Charges:
- Authorized RMA# and Videology model # must be referenced on all paperwork, correspondence, and shipping label.
- Please include a copy of the authorized RMA inside the box.
For more information regarding Videology's Warranty & Service Policy, please click here to request a copy.
Troubleshooting Checklist
For all camera issues, some basic troubleshooting must be completed prior to request an RMA number.
- Check all cables and connections
- Check power supply
- Check for bent connector pins. If so, you can fix it with a tweezer
For USB Cameras
- Check USB-cable length
The USB 2.0 specification limits the length of a cable between USB 2.0 devices (Full Speed or Hi-Speed) to 5 meters (or about 16 feet and 5 inches).

The USB 3.0/3.1 specification does not specify a maximum cable length between USB 3.0/3.1 devices (SuperSpeed or SuperSpeed+), but there is a recommended length of 3 meters (or about 9 feet and 10 inches).

However, the biggest limitation to the length of the cable is the quality of the cable. Results may vary, but with a high quality cable you should be able to go beyond 3 meters. To ensure you achieve the best results possible, use an active cable when going more than 10 feet (3 meters).

Try a different USB port

It’s possible that the computer sees the camera as new hardware, so please let the computer complete the installation before starting up the viewer.
- Re-test camera
If problems still persist, please request an RMA number.

A customer service representative will assign you an RMA # and assist you with any questions you may have within 24-48 hours.