Support

AIDA Imaging Corporate:
100 N Barranca St., Floor 7
West Covina, CA 91791

Return Center:
614 E Edna Place Ste. A
Covina, CA 91723

Toll Free: 844.631.8367
Tel: 909.333.7421
support@aidaimaging.com

Operating Hours:
Mon-Fri 8:00am – 5:00pm 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 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
    • 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:

    Camera
    Converter
    Visca Control

    AIDA – LIMITED WARRANTY

    AIDA gives a two (2) year warranty to the original owner/user of any AIDA product. The warranty will be in effect from the original date of purchase.

    Before ­submitting a warranty claim, please visit the support page at 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 distributor. Upon contacting AIDA, please have the model and serial number of your product ready along with a proof of purchase showing the date of purchase, as well as the full details of the product.

    During the warranty period, AIDA will repair defective products or furnish replacement products.

    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. Misuse, neglect, accident, improper or inadequate maintenance, or opening of the chassis of the Product.
    2. Repaired or altered by parties other than AIDA or authorized agents.

    Operated outside its intended application.

    1. Excessive thermal or electrical shock.
    2. 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’S 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.

    AIDA – Return Policy

    • Authorized returns must be shipped prepaid to AIDA. AIDA cannot accept freight collect shipments.
    • All returns must have an RMA number assigned by AIDA. Any product returned to AIDA without an RMA number will be returned to the customer.
      Please contact us so we can issue an RMA number.
    • After receiving a return authorization from AIDA, please make sure the product is adequately packaged in order to prevent it from further damage.
    • If the returned package is physically damaged or missing any of its original content/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 with no additional cost.
    • If there are no defects found on the returned product, you will be held responsible for all shipping charges.
    • AIDA reserves the right to deny returns.

    AIDA – Return Procedures

    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 items must include a packing list (using our RMA Request Form as a packing list is preferred). If the items are claimed as DOA or CREDIT, it must be fully packaged and free of damage.
    4. All the return items must be packed to protect against damage in shipment (physical damage voids the warranty). ***RETURNED GOODS WILL BE SERVICED AT OUR DISCRETION UNDER FAILURE TO COMPLY WITH ABOVE PROCEDURES***
    5. RMAs 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*