:Internal Only/SOP/Reset Input Resolution

Reset Input Resolution

Purpose

This documentation was written to address the issue of “Input not supported” or “Signal Out of Range” errors that the customer may experience if using a DVR/NVR that doesn’t have the correct display output resolution set. The customer may also only see the Lorex logo on the splash screen and it becomes black afterwards (which is another symptom)

This may occur if the customer has an older monitor and the DVR/NVR is set for a higher resolution or for a different aspect ratio and resolution that the older monitor can support.

The agents should always get the information whenever possible of the monitor to see what aspect ratio and resolutions that monitor supports. That includes model number and any other applicable details.

There are several ways to reset the resolution depending on the DVR/NVR model number. Please see below for the steps:

Non-DV900/LHV5100/M6100 series

1. Using a Windows computer establish a Bomgar remote session with the customer (ensure the DVR/NVR is connected to the same network and to a DHCP server (such as a router))

2. Identify or find the IP address of the DVR/NVR (using ip scanner or config tool or router or Flir Cloud ip scanner)

3. Log into the ip address of the DVR/NVR using Internet explorer through the EWS interface

4. Go into Setup/Settings and go into Display and set the output resolution according to the monitor or display hardware they have and what it can support

5. Advise the customer the system may reboot in order to apply the settings

6. Verify with the customer whether they can view the system on their monitor

DV800/DV900/M5100/M6100 series

1. The customer must be by the unit. Advise them they will need a screw driver (Phillips) and they will need to take the cover off by unscrewing the screws from the side and the back holding the cover

2. The customer will now need to look for a black button near the battery on the motherboard pcb and they will need to push and hold that button

3. While holding and pushing that button they will need to power on the system (the system should have been powered off prior)

4. The customer can release the button as soon as they hear several audible beeps and the system will have been reset to default (factory defaulted).

DV900/LHV5100/M6100 series

1.The customer must push the FN/ESC button on the front panel of the DVR until the system restarts. It may make an audible beep or notification

2.The system will have restarted and it should have reset the display resolution to the default

If these above steps do not resolve the issue it must be escalated immediately (customer must also have tried another monitor/tv that supports the aspect ratio and output display resolutions of the DVR/NVR).