FAQ

IP Cameras: Losing connection to a Local Area Network (LAN)

If your IP cameras are losing their connection to your local area network (LAN), check your camera IP settings, NVR IP settings, or Dynamic Host Configuration Protocol (DHCP) settings. If your camera’s IP address has been changed due to loss of power or a network issue, you will need to reconnect your IP cameras to your NVR.

To reconnect your IP cameras to your NVR:

  1. Create a DHCP reservation in your router settings to ensure the IP addresses that are saved to your NVR will continue to connect to the network.
  2. Remove you IP cameras on your NVR, and then add your IP cameras on your NVR with a valid IP addresses.

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IP Cameras: No connection after router / modem change

If you have recently changed your network router and your IP cameras are not connecting, check the IP settings in either your camera or your connected DVR / NVR.

To reset the IP settings:

  • To power cycle your IP camera, please power off and disconnect the power source for approximately 30 seconds. Reconnect, and power on the IP camera.
  • If the camera does not connect, try a different power source.

If you set static IP addresses on the camera(s) and they are not connecting, restore the camera(s) to default settings.

NOTE: Refer to your user manual for model specific locations of the Restore button. Click here for downloads and documentation for your product.

To restore your camera(s) to default settings:

  1. Connect the camera to your DVR / NVR with an Ethernet cable to the PoE ports.
  2. Press and hold the Restore button on your camera.
  3. While holding the Restore button, disconnect the Ethernet cable, and then reconnect the Ethernet cable. Continue to hold the Restore button for 15 seconds.
 

 

Remote Viewing: Minimum Internet upload speed

The minimum recommended upload speed is 1Mbps for remote connection on most models. A higher upload speed esults to a quicker loading time on the camera and a more reliable connection to the DVR / NVR. More bandwidth may be required depending on your model, the number of cameras you have, and the resolution of the video.

Each camera requires 1Mbps upload speed for Standard video quality, and up to 2.5Mbps for High Definition

Port Forwarding: Issues connecting

If your port forwarding is not functioning, check for the following common causes:

Your DVR / NVR IP address has changed
Port forwarding issues related to your DVR / NVR may be caused by the IP address unexpectedly changing due to a network issue or power loss. If your DHCP reservation or static IP address was not initially set up correctly, a power loss can cause your DVR / NVR to be assigned a new IP address and void the configured port forwarding rules. To resolve this issue, ensure your DVR / NVR IP address matches the port forwarding rules configured in your router.

Your ports are blocked by your Internet service provider (ISP)
Certain Internet service providers block port 80. To resolve this issue, contact your ISP request that they open port 80. You can also change the port on your DVR / NVR. Refer to your user manual for model specific instructions on how to change port settings

You are using multiple routers
If you are using more than one router to connect your DVR / NVR systems, ensure each router is individually configured for port forwarding.

 

DVR / NVR: System not turning on

If your DVR / NVR system is not powering on, it may be related to several issues including the power adapter being used, the power switch on the recorder, or the power source being used.

To troubleshoot the DVR / NVR system not powering on:

  • If applicable, check the back of the DVR / NVR to ensure that the switch is powered on.
  • Ensure that the correct power adapter (included) is being used and is plugged in to a known functioning outlet. Refer to the product specifications sheet for details. 
  • Try connecting a different power adapter. Ensure that it meets the system's power specifications. Refer to the product specifications sheet for details.

NOTE: If the power adapter does not provide sufficient power for the system, it may prevent the system from powering up or detecting the hard drive. You can check the output of the power adapter on the power adapter label. Systems and monitors generally have high power requirements (2A or greater). Cameras generally have lower power requirements (less than 2A).

  • Try connecting to a different known functioning power outlet.
  • If an Uninterruptible Power Supply (UPS) or surge protector is being used, eliminate that connection and directly connect to the power outlet.
  • If using an Uninterruptible Power Supply (UPS) or surge protector and the system does not power on after a power outage, contact the manufacturer of the UPS / surge protector for assistance.
  • Ensure that the correct power supply cable is connected to DVR / NVR.

NOTE: If using a surge protector ensure that it is powered on, and connected to a power bar, extension cable, or a power outlet.

Configuration: Mainstream vs substream

Mainstream and substream are two different video streams used to view your camera footage.

Mainstream: is the primary video feed. Mainstream provides the highest video quality, and is the stream the DVR / NVR uses when saving footage to the internal hard disk drive (HDD). Mainstream settings can be adjusted to increase or decrease recording resolution. These settings will impact recording file size and available recording time.

Substream: is the secondary video feed. Substream provides a lower quality video stream, and is typically used to stream video to computers, smartphones, or tablets over the Internet. This allows you to reduce streaming quality for live or remote viewing, while maintaining higher quality on the mainstream for HDD recording and storage

--------------------------------------------------------------------------------------------Further Troubleshooting

many issues can be resolved with the following troubleshooting steps:

  • Ensure the latest version of the required software / app is installed and has the most recent firmware (if applicable).
  • If using client software or a mobile app, ensure your device meets the minimum system requirements.
  • Ensure the Internet connection and speed meet the minimum requirements for the product.
  • Check the power connection(s).
  • Power cycle the product(s). To power cycle your product, please power off (if applicable) and disconnect the power source for approximately 30 seconds. Reconnect, and power on.

For further support:

  • If your product was purchased from a licensed dealer / installer, please contact your installer for further assistance.
  • If the issue is not resolved, please contact us                                           

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Port Forwarding: Setup

Port forwarding tells a router which device on the internal network to send external traffic to. When port forwarding is set up on a router, traffic is taken from an external IP address and the data is sent to an internal IP address.

To set up port forwarding, all DVR / NVR systems have specific ports that need to be open. Refer to your user manual for model specific ports. Click here for downloads and documentation for your product.

Prerequisites:

  • Ensure you have the IP address of your DVR / NVR, available in the Network menu or System Information in the DVR / NVR.
  • Ensure you have your routers Gateway IP address. To find this IP address, open the Start menu on your PC. Open the Command Prompt (CMD) and type ipconfig to display your Gateway IP address.
  • Ensure you have your router login information; a username and password are required to access the router. Refer to the router user manual for details.
  • Ensure that you have connected your DVR / NVR to the same router as your computer.
  • Ensure you have the MAC address of your DVR / NVR, available in the Network menu or System Information in the DVR / NVR. Depending on the DVR / NVR model, the MAC address can be found on the QR code sticker.

To set up port forwarding on your router:

  1. In an web browser on your computer, enter your router’s Gateway IP address to log in to your router.
  2. Locate your router's port forwarding settings. Depending on your router, these can be found under different menu options such as:
  • Pinholes and DMZ
  • Virtual Ports
  • Advanced
  • NAT Gaming
  • Port Forwarding

IMPORTANT: Port forwarding is not the same as port triggering.

  1. Once you have access to port forwarding settings on your router, configure rules for your ports.
  • Rule Name: Enter a preferred name for the rule.
  • Port: Input the IP address of the DVR / NVR, and the specific ports needed.
  • Protocol: Select TCP / UDP, or both if it is available, then click Enable.
  1. Click Save to save your settings.

NOTE: You can use an online port checker to ensure you have configured your port forwarding properly on your router.

  1. Locate the Dynamic Host Configuration Protocol (DHCP) reservation settings in your router. Set up DHCP reservation using the IP address and MAC address of your DVR / NVR. This method ensures the IP address of your system does not change if there is network or power loss.

NOTE: If you do not have this option in your router, you can set up a static IP address on your DVR / NVR. Click here for more information on the differences between DHCP and static IP addresses.

Once you successfully set up port forwarding, you can set up a DDNS and login to your system remotely. If you lose remote connection with your DVR / NVR, click here for instructions to troubleshoot your port forwarding settings.