Overview

Get help with malfunctioning cameras, live-view problems, or obtaining recorded footage from the Borough’s video management system.

Description of service

This service covers:

• Troubleshooting offline or degraded IP cameras (no video, blurry image, night-vision failure, PTZ not responding)

• Issues with live view on authorized workstations or mobile apps

• Correcting timestamp, retention, or storage errors in the VMS

• Exporting and securely delivering requested video clips for incidents, investigations, or public records requests

• Coordinating with Facilities or vendors for hardware repairs or replacement

Before submitting this request

• Obtain supervisor, department head, and HR approval for any footage export.

• Gather the following details (as applicable):

  • Camera location or ID (e.g., BLDG-A Lobby Cam 03)

  • Exact date & start/end time of requested footage

  • Reason for the footage request, including incident report number, investigation, etc.

  • Desired file format or destination (secure share, encrypted USB)

  • Description of the camera issue (offline status, poor image, wrong time) and when it began

  • Whether the problem affects a single camera, multiple cameras, or the entire site

How to request this service

Click on the Request Service button or the specific Service Offering and fill out the provided form. Your choices in the form will inform us of what issues you are experiencing and how we can best assist.

If you are unable to fill out the form you can give our Service Desk a call at (907) 861-8553.

Additional Information

Please search our Knowledge Base for Borough policies governing video retention and release.