:Internal Only/SOP/Troubleshooting Recording
Recording Troubleshoot
Purpose
This procedure provides guidance about how to troubleshoot recording questions and issues.
FAQ
Description | Detail |
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Possible cause(s) of the issue |
Ask the customer the following questions:
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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.
|
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:
Power adapter HDD Camera(s)
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