TECHNICAL Support
WEB PLUGIN DOESN’T LOAD
Make sure that the user is using Internet Explorer and not another browser. Second make sure that all Anti-Virus software is disabled or closed. Also make sure that all firewalls are closed or shutoff to ensure that the ActiveX controls for the web are fully installed and loading. Last option to try is to run the browser as an administrator.
MONITOR DISPLAYS “RESOLUTION NOT SUPPORTED”, “INPUT NOT SUPPORTED” OR BLANK SCREEN
If the video recorder's resolution is set to high for the monitor to handle, the monitor will not display any output. To resolve this, set the resolution lower. For example, for a 720p monitor, the video recorder's resolution must be set to 1280x720 or lower. To do this, locate the SHIFT key on the front panel of the recorder. Power off the unit completely. Hold the SHIFT key in, power on the recorder and continue to hold the SHIFT key until the unit boots on (beeps). The unit will reset to the lowest resolution available. Go into the Main Menu > Setting > Display menu to change the resolution that the monitor can support.
Some units do not have a SHIFT key on the front panel, but instead use an Up Arrow (hollow) key.
If the unit does not have either a SHIFT or Up Arrow (hollow) key, then connect a monitor that supports the resolution the recorder is currently set to. If this is not feasible, please contact our technical support.
Some units do not have a SHIFT key on the front panel, but instead use an Up Arrow (hollow) key.
If the unit does not have either a SHIFT or Up Arrow (hollow) key, then connect a monitor that supports the resolution the recorder is currently set to. If this is not feasible, please contact our technical support.
HDD INFO REPORTS A S.M.A.R.T. ERROR
S.M.A.R.T. (Self-Monitoring, Analysis and Reporting Technology) is an integrated monitoring system on hard drives that detects and reports reliability, in the hope of anticipating failures.
If HDD Info on the video recorder reports an attached hard drive as having a Slight S.M.A.R.T. Status, it may be time to consider replacing the hard drive. A drive that has a “Slight” status, may work for months before it is no longer usable, but if no other back up of data is available, then replacement is recommended. A hard drive with a “Slight” status may cause a video recorder to reboot at random or cause other seemingly unrelated issues.
If the HDD Info menu on the video recorder reports an attached hard drive as having a Serious S.MA.R.T. Status, replace the hard drive immediately or risk losing data due to a faulty hard drive. Some video recorder issues can be directly tied with a malfunctioning drive.
To find out exactly what S.M.A.R.T. is reporting about the drive, attach the drive to a Windows PC (either internally or externally using an enclosure) and use software such as HDDScan to diagnose.
If HDD Info on the video recorder reports an attached hard drive as having a Slight S.M.A.R.T. Status, it may be time to consider replacing the hard drive. A drive that has a “Slight” status, may work for months before it is no longer usable, but if no other back up of data is available, then replacement is recommended. A hard drive with a “Slight” status may cause a video recorder to reboot at random or cause other seemingly unrelated issues.
If the HDD Info menu on the video recorder reports an attached hard drive as having a Serious S.MA.R.T. Status, replace the hard drive immediately or risk losing data due to a faulty hard drive. Some video recorder issues can be directly tied with a malfunctioning drive.
To find out exactly what S.M.A.R.T. is reporting about the drive, attach the drive to a Windows PC (either internally or externally using an enclosure) and use software such as HDDScan to diagnose.
VIDEO RECORDER OR NETWORK IP CAMERA POWERS ON BUT DOES NOT START UP (NOT RESPONSIVE)
A device that powers on but does not boot (unresponsive), usually indicates a software issue that can be corrected by doing a hardware level firmware flash (NCOM). Please return the device for a repair RMA.
Also refer to the Video recorder is restarting, freezing or locking up (randomly and/or frequently) article for additional troubleshooting steps that may help resolve this issue
Also refer to the Video recorder is restarting, freezing or locking up (randomly and/or frequently) article for additional troubleshooting steps that may help resolve this issue
MOVING OBJECTS IN VIDEO APPEAR BLURRY
Moving objects should not appear blurry in a video stream unless shutter speed settings have been set to manual and a low setting. It is suggested to leave the shutter speed on automatic setting unless the application calls for a fixed shutter speed. An environment with constant 24/7/365 lighting can benefit from fixing the shutter speed to keep video quality consistent.
For network IP cameras the shutter speed can be set in the Web Service on the camera or on the network video recorder. The installer can adjust shutter (exposure) speeds on analog cameras with an OSD.
If the shutter setting is set to automatic and moving objects are still blurry, please contact technical support for assistance
For network IP cameras the shutter speed can be set in the Web Service on the camera or on the network video recorder. The installer can adjust shutter (exposure) speeds on analog cameras with an OSD.
If the shutter setting is set to automatic and moving objects are still blurry, please contact technical support for assistance
VIDEO RECORDER IS ONLY STORING UP TO X DAYS OF FOOTAGE FOR X TB HDD
Video storage is highly dependent on bitrate and frames per second, which can be adjusted using the encode settings on either the video recorder or the network IP camera. Encode settings typically sync between network video recorders and the network IP cameras attached, however if third party cameras are being used, it is suggested to set the encode settings directly on the camera.
Please refer to the storage calculators found on the Support page. The storage calculators calculate based on 25 fps. If motion recording is being used, set the number of hours to an estimated amount of time the cameras will be receiving motion.
If the video recorder is not receiving the calculated amount of footage and the recorder is scheduled to record on motion detection, go to the Detect settings on the video recorder and verify that each channel’s Record Channel is set properly. If each channel has every channel as a Record Channel, then the unit will record frequently and fill up the hard drive(s) quickly. The Detect settings can be inadvertently set this way by using the Copy function. We suggests NOT using the Copy function as it will copy over all Record Channels. If Detect settings are being configured, it is best to configure each channel one at a time.
Please refer to the storage calculators found on the Support page. The storage calculators calculate based on 25 fps. If motion recording is being used, set the number of hours to an estimated amount of time the cameras will be receiving motion.
If the video recorder is not receiving the calculated amount of footage and the recorder is scheduled to record on motion detection, go to the Detect settings on the video recorder and verify that each channel’s Record Channel is set properly. If each channel has every channel as a Record Channel, then the unit will record frequently and fill up the hard drive(s) quickly. The Detect settings can be inadvertently set this way by using the Copy function. We suggests NOT using the Copy function as it will copy over all Record Channels. If Detect settings are being configured, it is best to configure each channel one at a time.
“MAIL TEST ERROR” ON VIDEO RECORDER OR CAMERA WHEN SETTING UP EMAIL NOTIFICATION FUNCTION
If receiving the Mail Test Error (or similar) when setting up email on a video recorder or camera, there may be setting issues with the sender email account. Yahoo mail may be the most simple to set up. Try the following:
- Set up a new Yahoo account to be used as a sender for email notifications if no Yahoo account is available for use. Go to https://login.yahoo.com/ and click Create New Account and fill out all the proper information to register the new email address.
- Note Yahoo SMTP settings:
SERVER ADDRESS: smtp.mail.yahoo.com
USER NAME: full Yahoo address (e.g. example@yahoo.com)
SMTP PASSWORD: The Yahoo address password
SMTP PORT: 465
SMTP ENCRYPT TYPE: SSL - Enter the correct settings into the Email menu (Main Menu > Setting > Network > Network Setting > Email)
- Enter in a valid email(s) for the Receivers.
- Click the Test button to confirm the settings are entered properly. If the Test failed, check the settings again, especially the username and password (case sensitive). Try selecting TLS in the Authentication setting.
- Click the Save button to save the settings if the Test is successful.
Video streams take a long time to load or display a black image in the DMSS app
DMSS version 3.20.000 onward has a Video Mode setting located in Local Config that can improve viewing conditions on certain model smart phones. Set the Video Mode setting from High Performance to Compatibility to increase video stream load times. Compatibility video mode can also correct a black camera image or timeout issues when loading video streams on the DMSS.
DMSS also allows for both extra and main streams to be viewed live on mobile devices. It is highly recommended to use extra stream for live preview on mobile devices. If the camera or video recorder was added with extra stream selected for live preview and extra stream is not enabled on the device, then the image may appear black or blank. Make sure that extra stream is enabled on devices being viewed, or add those devices with main stream for live preview.
DMSS also allows for both extra and main streams to be viewed live on mobile devices. It is highly recommended to use extra stream for live preview on mobile devices. If the camera or video recorder was added with extra stream selected for live preview and extra stream is not enabled on the device, then the image may appear black or blank. Make sure that extra stream is enabled on devices being viewed, or add those devices with main stream for live preview.
Error message when updating firmware using the Config Tool
Error messages on the Config Tool when doing a firmware update can indicate the following issues:
Check the network cabling; many times a faulty network cable can prevent an update from completing when using the Config Tool. If attempting to firmware update remotely, a low bandwidth network can also prevent a successful update; update locally instead. Check for any IP address conflicts on the network.
If all the aforementioned steps do not resolve the issue, contact technical support for assistance.
- An old version of the Config Tool is being used. Check our Support page for the latest version of the Config Tool.
- The firmware file (.bin) is not the correct file for the device being updated. Many times the Config Tool will report that the file is not correct, however there is a chance that the Config Tool will attempt to update the device anyways. If the device takes the wrong firmware, it may render the device unable to boot. Please use caution when updating firmware; contact DH Vision technical support if there are any doubts.
- If it is confirmed that the firmware is the correct version for the device and the Config Tool still reports that the file is incorrect or gives any other kind of error (update failed, timed out, etc.), then the installer can try one of the following steps:
- If the device is a network IP camera, try logging into the Web Service using the Internet Explorer browser and doing the update. Navigate to Setup > System > Upgrade to browse for the file and update.
- If the device is a video recorder, try using a USB thumb drive to do the firmware update. Rename the .bin file to update and move it to the root of the drive. Attach the drive to any open USB port on the recorder and then navigate to Main Menu > Info > Version and then select Update to complete the update.
Check the network cabling; many times a faulty network cable can prevent an update from completing when using the Config Tool. If attempting to firmware update remotely, a low bandwidth network can also prevent a successful update; update locally instead. Check for any IP address conflicts on the network.
If all the aforementioned steps do not resolve the issue, contact technical support for assistance.
Time synchronization and other time related issues
If a network video recorder and attached network IP cameras date/time settings are out of sync, this can cause a number of issues such as not being able to select the proper time for Search playback and backup. To correct time synchronization issues, try the following:
- Many times the network video recorder does not sync time properly with attached network IP cameras because the firmware is out of date. Update to the newest firmware available for both the recorder and the cameras.
- If firmware does not resolve the issue, turning off NTP on both the video recorder and cameras and using the sync to PC option is suggested. NTP can be either found in the Network or Date/Time settings on the devices. Sync PC setting can be found in the Date/Time settings on the devices and is also accomplished by using the Config Tool. If NTP is preferred, make sure that NTP is enabled on ALL devices.
- Check to make sure the daylight savings time (DST) settings are correct on all devices (located in Date/Time settings).
Video recorder is restarting, freezing or locking up (randomly and/or frequently)
A video recorder freezing or locking up usually indicates a faulty hard drive or power issue. Take these steps to troubleshoot:
- First inspect the unit for overheating. An environment such as an attic or storage closet can trap enough heat to cause a video recorder to behave erratically. Remove the chassis cover and inspect to make sure that all fans (mainboard and case) are operating properly. Inspect the mainboard for any visible damage such as missing compactors or burnt circuitry. Try powering off the unit, allowing it to rest for at least 10 minutes before powering on in a cool environment and see if the issue reoccurs.
- If the unit has any hard drives installed, disconnect all hard drives from the unit. Also disconnect any cameras attached to the system. Check the unit to see if the issue reoccurs after all devices are disconnected. If this corrects the issue, try adding in the cameras and test again. If the unit continues to function properly and there are multiple hard drives, try adding a single hard drive at a time to single out a faulty drive. If a single drive appears to be the culprit, test the hard drive by attaching it to a Windows computer and using a S.M.A.R.T. diagnostic software; contact technical support if a hard drive is faulty or if a hard drive test cannot be performed at the install.
- If any hard drive or cameras attached causes the unit to reboot or lockup after a period of time, then check for a power issue. Test the outlet or power source and try a different power source. Test the power adapter and try a different power adapter.
- If all of the above does not provide results, and there is time enough to do a firmware update (~10 minutes) before the unit reboots or locks up, download the latest firmware and update the device.