Safe Fleet Passenger Transportation

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Service & Repair Procedures


About RMA

If your hardware has failed, and is still under warranty, then you can request an RMA (Return Material Authorization) to have the item repaired. An RMA is a unique ID number that allows our tech support and repair teams to track your issue and repair your devices in a timely manner.

Before requesting an RMA, you should first try searching for a resolution in our extensive knowledge base and documentation libraries. If you can’t find the help you’re looking for (in KBs and Documentation), then you can request an RMA.


How do you get an RMA?

Before requesting an RMA, you should first try searching for a resolution in our extensive knowledge base and documentation libraries. If you can’t find the help you’re looking for (in KBs and Documentation), then please call the SFPT Technical Support to explain the issue.

One of our support reps will attempt to diagnose and fix your problem over the phone. If the rep cannot fix the issue, you will be directed to fill out an RMA form so that you can return your product for repair. You can find the RMA request form here: https://www.safefleet.net/support/rma-support/

What about out-of-warranty repairs?

Units that are out-of-warranty can still be issued an RMA. Once the unit is received by SafeFleet, an estimate will be provided for the repairs, along with a diagnostic fee. 

Note that the diagnostic fee will be charged for ALL out-of-warranty units, regardless of whether or not the customer wishes to proceed with the repairs. Diagnostic fees will also be applied when units are found non-faulty or irreparable.


Where can I download the warranty?

A copy of the SFPT Warranty can be found in the footer of every page on this website. 


Diagnostic Fees

The following table provides a breakdown of all diagnostic fees for our passenger transportation product line. A diagnostic fee will only be charged for out of warranty units. All prices are in USD. Canadian customers will charged the same price in CAD. 

DVRs & NVRs

DH/DS/MX/TX/TL/TH

$75

DX/HX16/NX16/NH16

$95

MVN7000

$100

360 ECU

$75

Cameras

Analog Camera (FQ/SQ/CA/CJ/CQ/RVC)
$50
HD/IP Camera (HD/CHQ/CHW/C8Q/C12)

$75

InView 360 Cameras

$75

Accessories

IFM, SmartReach, LMU, LMK, Monitors, POE, GPS

$50

MVNS3200 H Series POE

$100

Hard Drives

Single HDD (MX/TX/TL/TH/DH)

$50

Dual HDD (TX/DX/HX16/NX16/TH)

$75

HDD Docking Station

$50

MVN1000 (2TB, 4TB, 2TB SSD)

$100

Hard Drive Data Retrieval

$100


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End of Life & Support Products

As we release newer products, we also have to retire our older generation hardware and software. Our retired products will fall in one of two categories: End of Life (EOL), or End of Life & Support (EOLS).


EOL (End of Life)

These products are no longer sold or updated, but they remain actively supported. We will continue to troubleshoot issues over email and phone, and our documents will remain active. However, these products not receive updated documentation or regular software or firmware updates.

DVRs & NVRs

  • DS2 Event Recorder
  • TX8, TL DVR, TL-HD DVR
  • DX12 and DX-HD DVR
  • HX16 NVR
  • NX16 NVR
  • MV7000 Series NVR
  • 3000 DVR
  • 360 and 360 Fusion
  • TH4C

Cameras

  • MVC-9xxx Cameras
  • HD1QxxAN Cameras
  • HD3QxxAI Cameras

Accessories

  • GPS4-MDL GPS Receiver
  • SAV-SPLITTER
  • SRC-CPSP3G2 (Cradlepoint Cellular Router)
  • SRL M5HP Wireless Bridge (Bullet)
  • MVQ-MISC-MON7

Software & Back Office Products

  • vMax Commander v4.1
  • vMax View

EOLS (End of Life & Support)

These products are no longer sold or supported. Tech support can no longer provide troubleshooting over phone or email. Documentation remains available for all EOLS products, however they have been moved to an archived state.

DVRs & NVRs

  • Scout VCR
  • Explorer EX and Premier DVR Series
  • TR DVR Series
  • Rogue DVR
  • MX4 and MXHD DVR
  • MV III DVR
  • MV IV DVR
  • Penta DVR
  • TX2-ORCR

Cameras

  • FQ camera
  • SQ Camera
  • RV303
  • CHW7
  • SA
  • SJ
  • SF
  • SG
  • ST
  • FG IR Bullet

Accessories

  • GPS4-MDL GPS Receiver
  • Wave Reader
  • Silver Reader
  • A-317 MDT 
  • RVM 

Software & Back Office Products

  • Coolmax Reader
  • vMax software
  • Rogue Player
  • Fleet Manager
  • Video Manager
  • WaveReader
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Product Q&A

Welcome to the Q&A section. Here you’ll find a growing collection of frequently asked questions (with accompanying answers) for our school bus and passenger transit line of products. This section is primarily divided in two sections: FAQs and KB Articles.

What’s the difference between an FAQ and an Knowledge Base (KB) article? KB articles are written to provide detailed troubleshooting instructions for commonly asked technical questions, whereas FAQs typically don’t have detailed instructions or troubleshooting steps.

  • Can your question be answered without any screenshots or procedures? If so, then it’s an FAQ
  • Does your question need a detailed explanation with step-by-step procedures? If so, then it’s a KB article.

KB Articles

We’ve got an extensive database of knowledge base articles covering several product categories. To help make navigation easier, each KB article category is placed into a product group. Clicking on each KB category button will display a complete list of articles on a new page.

Legacy Seon KB articles

For customers using Seon products, we’ve gathered all of our legacy knowledge base documents and placed them in our archives. Some of the content written may no longer be relevant and out of date. Please use these documents at your own risk.

FAQs

Here’s a list of the 10 latest FAQs for our entire SFPT product line. We’ve grouped the questions into two categories (Hardware and Software), listing 5 FAQs in each category. Older FAQs have been moved from this list to the FAQ archives.

If you have a question that hasn’t been addressed here, then we’d love to hear from you. Help us grow this FAQ section by using the contact form on this page.


Hardware FAQs

How do I check the Firmware version of my recorder?

For security reasons, we require that you log into SF Community to view this content.

TH4C is not recording on SD card, what can I do?

For security reasons, we require that you log into SF Community to view this content.

What do I need to connect the DVR to a laptop via LAN?

For security reasons, we require that you log into SF Community to view this content.

What is the default IP address for the DVR?

For security reasons, we require that you log into SF Community to view this content.

How do I change the power off/record off delay times on my DVR?

For security reasons, we require that you log into SF Community to view this content.

Software FAQs

How do I enable DVR status in the vMax Live+ application?

For security reasons, we require that you log into SF Community to view this content.

Where should I install the EC unit?

For security reasons, we require that you log into SF Community to view this content.

What’s the default user name and password for my DS2 player?

For security reasons, we require that you log into SF Community to view this content.

How do I connect to DS2?

For security reasons, we require that you log into SF Community to view this content.

How do I view the SD card?

For security reasons, we require that you log into SF Community to view this content.


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Contact Us

If you still can’t find what you’re looking for on the SF Community, then our dedicated customer support team is here to help.

Add to our FAQs and KBs

Do you have a question that wasn’t addressed in the FAQs or KB Articles? If you have an issue that needs immediate attention, please don’t hesitate to contact our support team for assistance.

However, if you have a general question regarding any of our products (that doesn’t need to escalate to a customer support rep), then we’d love to add your issue to our FAQ so that it could potentially help other customers. Please use the following form to submit your question and we’ll try to add it to our library.


Assistance for Drivers & Vehicle Operators

If you’re a bus driver, please have the following information ready before you call our support team for assistance:

  • Account Name
  • Serial number(s) of the component(s) needing support or repair
  • Error code/description of the issue you are experiencing
  • Troubleshooting steps taken to date
  • Vehicle Number
  • IP Address if known
  • Screenshot of the Error

Assistance for Administrators & Dispatchers

For dispatchers and back-office administrators, please provide the following information to the tech support team so they can better assist you:

  • Account Name
  • Application/ Hardware which is facing error
  • Error code/description of the issue you are experiencing
  • Vehicle Number/Report Name/Date
  • If Hardware: Model number/Serial number(s) of the unit needing support or repair
  • Screenshot of the Error
  • Troubleshooting steps taken to date
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