Possible cause(s) of the issue

Ask the customer the following questions:

Was it ever working before, is this a brand new install, is this an existing install, did this problem happen eventually, what changed, did it happen out of the box, etc…?

Model number of DVR/NVR

For additional information and diagnostic purposes

Firmware version of DVR/NVR

For additional information and diagnostic purposes. To also ensure that it is up to date to ensure that firmware doesn’t play an issue make sure it is up to date if and when possible.

Power adapter being used

Power adapter must be correct voltage and amperage to initialize the DVR/NVR and the hard drive

Verify recording presets (MD & Continuous recording, schedule settings)    

Schedule must be correctly set and configured for each camera for each day

Verify recording status

For Dahua NVR/DVR’s the recording status must be set to auto/schedule and not set to off in the storage – recording area

Verify HDD status

HDD must be set to read/write and it must be recognized and formatted to record. If the HDD isn’t formatted it will not record even if it is seen

Run through factory default and formatting

If HDD is unformatted it will not record and it must be formatted to initialize the HDD. Factory default must also be tried to make sure it is not an issue with any settings that could be conflicting or causing issues.

Factory defaulting should also be done through the EWS of the IP Camera or the OSD (for BNC primarily)

HDD type and size/capacity

Is it a Sata hard drive? What is the model number of the HDD/part number? Did the customer purchase it from us or did he get it from somewhere else? Is it a security or surveillance hard drive? What is the capacity of the HDD(s)?

Number of HDD’s

How many HDD’s does the customer have and how are they connected? Does the unit support more than 1 HDD?

HDD installation

Are the HDD cables (power/data) securely connected and clicks when installed into the HDD? Is the HDD also securely connected and installed in the NVR/HDD?

RAID or Mirroring

Is the HDD set to raid or mirror, any special group hdd settings (if applicable)?, Is the HDD an internal hard drive or external?

ESata

If the customer is using an eSata enclosure on a compatible eSata DVR/NVR please detail the enclosure model, how it’s configured, how the customer connected it, is the eSata enclosure equipped with its own separate power adapter etc?

Recording settings and parameters

What resolution, bit-rate, frames per second is the cameras configured for

Number of cameras

Verify the number of cameras the customer has

Is the issue resolved?

If yes skip next steps, if no proceed to next steps

Next steps

If the issue cannot be resolved it may require RMA of the following:

NVR/DVR

Power adapter

HDD

Camera(s)