Why Your Video Visit Might Get Cut Off at Duffield: facial recognition and monitoring explained
If your video visit at Duffield suddenly cuts out, it's probably not random. The system is monitored, recorded, and runs facial recognition that can shut off the camera when it can't verify what it needs to see.
At Duffield (Southwest Virginia Regional Jail Authority), every video visitation session is monitored and recorded. Treat the call like someone's watching in real time - because they might be. If something on-screen violates the rules, the visit can be stopped immediately, and consequences may extend beyond that single call.
The most common reason video visits get interrupted at Duffield? Inmates must face the camera at all times. If your loved one turns away, leans out of frame, or can't be clearly seen, the system flags it as non-compliance. You might still be connected on your end, but the visit can end because the facility's camera view isn't meeting requirements.
What “facial recognition” means here: If the system can’t detect the inmate’s face, the facial recognition will turn off the camera.
Here's how it all connects: video visits are monitored and recorded, and inmates must face the camera throughout. Facial recognition enforces this - when the system can't detect a face, it shuts off the camera. Normal movements like looking down, turning to talk to someone nearby, or shifting position can trigger what looks like a technical disconnect.
Inmates must also wear their full uniform for the entire video visit. If the uniform isn't on and properly worn the whole time, that can end the session - even though it looks like a technical problem on your end.
- ✓ Ask your loved one to stay facing the camera the entire time, even while talking.
- ✓ Keep the inmate’s face clearly visible in the frame; avoid leaning out of view.
- ✓ Limit big posture shifts or turning to the side, since the camera can shut off if the face isn’t detected.
- ✓ Make sure the uniform stays on and properly worn for the full session.
If your visit ends unexpectedly, the policy is strict. Lose your internet connection during the session? You won't be allowed to reconnect, and no refund will be issued. Miss a scheduled visit entirely? Same deal - no refund.
- Write down what happened - note the date/time of the visit and whether the screen went black, the camera turned off, or the session ended.
- Contact Smart Communications - for questions about communication options, costs, or service issues, call 888-253-5178 or use www.SmartInmate.com.
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