After-Sales Service
3-Year Extended Warranty
All products provided by Orivision Electronics3-year free hardware warranty Service far exceeds the industry's one-year warranty standard. During the warranty period, hardware failures that are not caused by human factors can be repaired or replaced free of charge.
Return to factory repair process
- dial400-056-8185 Report for repair or send an email to david@orivision.cn
- Technical engineers remotely diagnose faults and confirm whether they need to be returned to the factory
- After confirming the return to the factory, obtain the RMA number and send the equipment back as required
- Engineer inspection and maintenance, usually completed within 3-5 working days
- After the repair is completed, return the equipment and track the logistics information throughout the process
Kind Reminder:
Please attach a fault description and purchase certificate when returning the equipment to ensure that the packaging is intact and prevent transportation damage.
Technical Support
7x24 hour technical hotline
Our professional technical engineer team is available 24/7 to provide you with technical support services such as equipment installation guidance, fault diagnosis, firmware upgrades, etc.
- National toll free hotline:400-056-8185
- Technical email: david@orivision.cn
- Service hours: 7x24 hours, all year round
remote support
Through remote connection, engineers can view the real-time operation status of equipment, assist in configuring parameters, and troubleshoot the cause of faults, greatly reducing the time required for problem resolution.
- Remote parameter configuration and tuning
- Online firmware upgrade guide
- Network environment diagnosis and optimization
- Troubleshooting System Compatibility Issues
Free Testing
Provided by Orivision ElectronicsBrand new test piece, free testing for 30 days, package mailed to door Enable you to fully validate product performance before procurement and reduce project risks.
Test application process
- Contact the sales consultant or call 400-056-8185 to submit testing requirements
- Confirm the testing product model, quantity, and testing scenario
- Arrange for the shipment of brand new test pieces, with free home delivery
- 30 day free trial with full assistance from technical engineers
- After satisfactory testing, formal procurement will be made, and test parts can be purchased at a discount or returned
Zero risk commitment:
If there are any problems during the testing period, the technical engineer will provide full support and tracking throughout the process; If the test is not satisfactory, simply return the equipment without any cost.
OEM/ODM Customization
With over 20 years of experience in audio and video development and production, we can provide you with professional development and customization services to meet the special needs of engineering projects.
customized process
Make a request
→
feasibility assessment
→
Solution Confirmation
→
sign an agreement
→
Sample delivery
→
Test confirmation
→
mass production
Customization Instructions
- Both parties have implemented details and reached an agreement on software, hardware, structure, and other aspects
- Customization of software only, no need for sampling process, shorter cycle time
- Collect customization fees based on project requirements in the early stage
- The customization fee can be gradually refunded based on the order quantity during subsequent bulk orders
Customization capability:
Support comprehensive OEM/ODM services such as appearance customization, interface customization, function customization, protocol customization, packaging customization, etc.
Downloads
Product catalogs, user manuals and software. English datasheets are available on request.
| File Name | Date | Size | Operation |
|---|---|---|---|
| 2023 Product Catalog & Solutions (Chinese) | 2023-12-14 | 22.25 MB | Download |
| Video Encoder User Manual (Chinese) | 2023-12-14 | 5.29 MB | Download |
| HDMI 4K60 USB2.0 Network Extender Manual (Chinese) | 2023-12-14 | 783 KB | Download |
| HDMI 4K60 USB2.0 Fiber Optic Extender Manual (Chinese) | 2023-12-14 | 826 KB | Download |
| Plug-and-Play Distributed Video Matrix System (Chinese) | 2020-12-03 | 2.58 MB | Download |
| ORIVISION Full Product Brochure (Chinese) | 2020-12-03 | 11.35 MB | Download |
| Converter Series Catalog (Chinese) | 2019-11-25 | 1.34 MB | Download |
| Network Extender Series Catalog (Chinese) | 2019-11-25 | 3.93 MB | Download |
| Fiber Transmission Series Catalog (Chinese) | 2019-11-25 | 5.73 MB | Download |
| Transmitter Series Catalog (Chinese) | 2019-11-25 | 4.92 MB | Download |
| Encoder Series Catalog (Chinese) | 2019-11-25 | 3.49 MB | Download |
| Device Management Platform Software Demo (Chinese) | 2024-03-06 | 17.81 MB | Download |
Shipping & Returns
Delivery, import duty and return policy for international orders
Shipping Policy
We work with the world's leading express carriers - DHL, UPS, FedEx, TNT and EMS - to provide professional door-to-door delivery worldwide.
- In-stock items ship out within 3-5 working days after payment is received.
- Transit time is normally 5-7 working days, depending on the service selected.
- OEM/ODM orders: lead time must be confirmed with our sales team.
- A tracking number is sent to your confirmation e-mail once the shipment is registered. Track it at 17track.net.
- Please make sure your shipping address is correct and deliverable - we are not responsible for wrong or undeliverable addresses.
Note: Working days exclude Saturdays, Sundays and public holidays.
About Import Tax
Import duty is levied on imported goods in most countries. All our quotations and prices do not include your local import tax. For specific rates, please consult your local customs office.
Return Policy
- Warranty: 1-3 years depending on the model (accessories excluded).
- Products with quality-related issues may be returned for refund or exchange by contacting customer service within 30 days of receipt. Please provide photos or videos showing the problem. Once confirmed, we refund or send a replacement - all costs covered by ORIVISION.
- Within the warranty period, free repair service is available; the buyer covers shipping. A discounted replacement unit can also be arranged - contact us for details.
Return Process
- Contact our sales or support team by e-mail.
- Tell us your purchase record (when / where / from whom). Orders placed directly with us are already in our system.
- Show the proof and reason for the return.
- Once approved, send the item back as soon as possible and share the return tracking number. Items must be undamaged with original packing and accessories.
- We confirm the reported problem within 24 hours of receipt and process the refund or resend a new item within 48 hours.
Please note: We reserve the right not to process a refund if the item is returned in
unacceptable condition.
FAQ
Frequently Asked Questions about Service & Technical Support
What is the warranty period for Orivision electronic products?
Orivision Electronics provides a 3-year free hardware warranty service for all products, far exceeding the industry's 1-year warranty standard. During the warranty period, hardware failures that are not caused by human factors can be repaired or replaced free of charge.
How to apply for after-sales repair when the product malfunctions?
After sales maintenance process: 1. Call 400-056-8185 for repair or send an email to david@orivision.cn 2. Remote diagnosis of faults by technical engineers; 3. Confirm the need to return to the factory for repair and obtain an RMA number; 4. Return the equipment to the company; 5. Repair completed and return the equipment. The entire process usually takes 3-5 working days to complete.
What is the service time for technical support?
Orivision Electronics provides 24/7 technical support services. You can call the national toll free hotline at 400-056-8185 at any time. Our professional engineering team provides remote technical guidance, fault diagnosis, and firmware upgrade support.
How to apply for free testing services?
Orivision Electronics provides brand new test samples for free testing for 30 days, with free shipping to the door. Application process: 1. Contact sales or call 400-056-8185; 2. Confirm the test product model and requirements; 3. Arrange shipment; Free trial within 4:30 days; 5. Purchase officially after satisfactory testing. During the testing period, technical engineers provided full assistance.
How long does OEM/ODM customization service take?
The OEM/ODM customization cycle depends on the complexity of the project. Software customization usually takes 2-4 weeks, while hardware customization requires requirements assessment, solution confirmation, sampling, testing, and other processes, with an overall cycle of about 4-8 weeks. The customization fee can be gradually refunded based on the quantity during subsequent bulk orders.
I forgot the encoder IP / cannot log in to the web UI
There is an RST button on the panel to reset the HD encoder. While the power is on, press and hold it for 10 seconds until the status LED goes out, then release. The device restarts automatically and all parameters return to factory defaults.
The encoder cannot be logged in and only the power LED is on
Check that the encoder is properly connected to the network or PC; use the ping command to verify the device is reachable; if the IP is unknown, reset the device; if it replies to ping but the UI still will not open, contact technical support at support@orivision.cn.
VLC shows a blurred or flickering picture
Make sure VLC is the latest version. Log in to the encoder and check Status - Hardware Status - interrupt count. If lost interrupts are greater than 2 and the value keeps changing after refreshing, the source signal may be incompatible - try another signal source.
VLC shows no image at all
Log in to the encoder and check Status - Hardware Status - interrupt count. A rising interrupt count after refreshing means video input is present. If the interrupt count is almost the same as the lost-interrupt count, change the signal source and test again.
How do I test the encoder?
Install the latest VLC player, log in to the encoder, copy the access address shown under Status, then open it in VLC via Media - Open Network Stream.
Technical Guides
Written for people specifying live systems: distance, bitrate, protocols and interfaces
HDMI over Fiber Extender Guide
From 300 m to 60 km: when fibre is unavoidable, and how to shortlist 12 current models.
Live Streaming Encoder Guide
Protocols, bitrate and interfaces, from a single feed up to a 16-channel rack.
Need help? Contact us immediately
7x24 hour technical support | 30 day free testing | 3-year extended warranty
400-056-8185 Consult Now