Difference between revisions of "DVRTroubleshoot"

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===DVR can not boot up properly.===
 
There are following possibilities:
 
*Input power is not correct.
 
*Power connection is not correct.
 
*Power switch button is damaged.
 
*Program upgrade is wrong.
 
*HDD malfunction or something wrong with HDD ribbon.
 
*Seagate DB35.1, DB35.2,SV35 or Maxtor 17*g has compatibility problem. Please upgrade to the latest version to solve this problem.
 
*Front panel error.
 
*Main board is damaged.
 
===DVR often automatically shuts down or stops running.===
 
There are following possibilities:
 
*Input voltage is not stable or it is too low.
 
*HDD malfunction or something wrong wit the ribbon.
 
*Button power is not enough.
 
*Front video signal is not stable.
 
*Working environment is too harsh, too much dust.
 
*Hardware malfunction.
 
===System can not detect hard disk.===
 
There are following possibilities:
 
*HDD is broken.
 
*HDD ribbon is damaged.
 
*HDD cable connection is loose.
 
*Main board SATA port is broken.
 
===There is no video output whether it is one*channel, multiple*channel or all*channel output.===
 
There are following possibilities:
 
*Program is not compatible. Please upgrade to the latest version.
 
*Brightness is 0. Please restore factory default setup.
 
*There is no video input signal or it is too weak.
 
*Check privacy mask setup or your screen saver.
 
*DVR hardware malfunctions. 
 
===Realtime video color is distorted.===
 
There are following possibilities:
 
*When using BNC output, NTSC and PAL setup is not correct. The real*time video becomes black and white.
 
*DVR and monitor resistance is not compatible.
 
*Video transmission is too long or degrading is too huge.
 
*DVR color or brightness setup is not correct.
 
  
===I can not search local records.===
 
There are following possibilities:
 
*HDD ribbon is damaged.
 
*HDD is broken.
 
*Upgraded program is not compatible.
 
*The recorded file has been overwritten.
 
*Record function has been disabled.
 
===Video is distorted when searching local records.===
 
There are following possibilities:
 
*Video quality setup is too low.
 
*Program read error, bit data is too small. There is mosaic in the full screen. Please restart the DVR to solve this problem.
 
*HDD data ribbon error.
 
*HDD malfunction.
 
*DVR hardware malfunctions.
 
===There is no audio when monitor.===
 
There are following possibilities:
 
*It is not a power picker.
 
*It is not a power acoustics.
 
*Audio cable is damaged.
 
*DVR hardware malfunctions. 
 
===There is audio when monitor but there is no audio when system playback.===
 
There are following possibilities:
 
*Setup is not correct. Please enable audio function
 
*Corresponding channel has no video input. Playback is not continuous when the screen is blue.
 
===Time display is not correct.===
 
There are following possibilities:
 
*Setup is not correct
 
*Battery contact is not correct or voltage is too low.
 
*Crystal is broken.
 
===DVR can not control PTZ.===
 
There are following possibilities:
 
*Front panel PTZ error
 
*PTZ decoder setup, connection or installation is not correct.
 
*Cable connection is not correct.
 
*PTZ setup is not correct.
 
*PTZ decoder and DVR protocol is not compatible.
 
*PTZ decoder and DVR address is not compatible.
 
*When there are several decoders, please add 120 Ohm between the PTZ decoder A/B cables furthest end to delete the reverberation or impedance matching. Otherwise the PTZ control is not stable.
 
*The distance is too far.
 
===Motion detection function does not work.===
 
There are following possibilities:
 
*Period setup is not correct.
 
*Motion detection zone setup is not correct.
 
*Sensitivity is too low.
 
*For some versions, there is hardware limit.
 
===I can not log in client*end or web.===
 
There are following possibilities:
 
*For Windows 98 or Windows ME user, please update your system to Windows 2000 sp4. Or you can install client*end software of lower version. Please note right now, our DVR is not compatible with Windows VISTA control.
 
*ActiveX control has been disabled.
 
*No dx8.1 or higher. Please upgrade display card driver.
 
*Network connection error.
 
*Network setup error.
 
*Password or user name is invalid.
 
*Client*end is not compatible with DVR program.
 
===There is only mosaic no video when preview or playback video file remotely.===
 
There are following possibilities:
 
*Network fluency is not good.
 
*Client*end resources are limit.
 
*There is multiple*cast group setup in DVR. This mode can result in mosaic. Usually we do not recommend this mode.
 
*There is privacy mask or channel protection setup.
 
*Current user has no right to monitor.
 
*DVR local video output quality is not good.
 
===Network connection is not stable.===
 
There are following possibilities:
 
*Network is not stable.
 
*IP address conflict.
 
*MAC address conflict.
 
*PC or DVR network card is not good.
 
===Burn error /USB back error.===
 
There are following possibilities:
 
*Burner and DVR are in the same data cable.
 
*System uses too much CPU resources. Please stop record first and then begin backup.
 
*Data amount exceeds backup device capacity. It may result in burner error.
 
*Backup device is not compatible.
 
*Backup device is damaged.
 
===Keyboard can not control DVR.===
 
There are following possibilities:
 
*DVR serial port setup is not correct
 
*Address is not correct
 
*When there are several switchers, power supply is not enough.
 
*Transmission distance is too far.
 
===Alarm signal can not been disarmed.===
 
There are following possibilities:
 
*Alarm setup is not correct.
 
*Alarm output has been open manually.
 
*Input device error or connection is not correct.
 
*Some program versions may have this problem. Please upgrade your system.
 
===Alarm function is null.===
 
There are following possibilities:
 
*Alarm setup is not correct.
 
*Alarm cable connection is not correct.
 
*Alarm input signal is not correct.
 
*There are two loops connect to one alarm device.
 
===Remote control does not work.===
 
There are following possibilities:
 
*Remote control address is not correct.
 
*Distance is too far or control angle is too small.
 
*Remote control battery power is low.
 
*Remote control is damaged or DVR front panel is damaged.
 
===Record storage period is not enough.===
 
There are following possibilities:
 
*Camera quality is too low. Lens is dirty. Camera is installed against the light. Camera aperture setup is not correct.
 
*HDD capacity is not enough.
 
*HDD is damaged.
 
===Can not playback the downloaded file.===
 
There are following possibilities:
 
*There is no media player.
 
*No DXB8.1 or higher graphic acceleration software.
 
*There is no DivX503Bundle.exe control when you play the file transformed to AVI via media player.
 
*No DivX503Bundle.exe or ffdshow*2004 1012 .exe in Windows XP OS.
 
===Forgot local menu operation password or network password===
 
Please contact your local service engineer or our sales person for help. We can guide you to solve this problem.
 
===When I login via HTTPS, a dialogue says the certificate for this website is for other address.===
 
Please follow chapter 5.8.2.16.1 to create server certificate.
 
===When I login via HTTPS, a dialogue says the certificate is not trusted.===
 
Please follow chapter 5.8.2.16.2 to download root certificate.
 
===When I login via HTTPS, a dialogue says the certificate has expired or is not valid yet.===
 
Please make sure your PC time is the same as the device time.
 
 
===I connect the general analog camera to the device, there is no video output.===
 
===I connect the general analog camera to the device, there is no video output.===
 
There are following possibilities:
 
There are following possibilities:

Revision as of 22:27, 5 October 2015

I connect the general analog camera to the device, there is no video output.

There are following possibilities:

  • Check camera power supplying, data cable connection and etc.
  • This series device does not support the analog camera of all brands. Please make sure the device supports general standard definition analog camera.

I connect the standard definition analog camera or the HDCVI camera to the device, there is no video output.

There are following possibilities:

  • Check camera power supplying, or camera data cable connection.
  • For the product supports analog standard definition camera/HD camera, you need to go to the main menu*>Setting*>Camera*>Channel type to select corresponding channel type and then restart the DVR.

I can not connect to the IP channel.

There are following possibilities:

  • Check the camera is online or not.
  • Check IP channel setup is right or not (such as IP address, user name, password, connection protocol, port number.).
  • The camera has set the whitelist (Only the specified devices can connect to the camera).

After I connected to the IP channel, there one*window output is OK, but there is no multiple*window output.

There are following possibilities:

  • Check the sub stream of the camera has been enabled or not.
  • Check the sub stream type of the camera is H.264 or not.
  • Check the device supports camera sub stream resolution or not (such as 960H, D1, HD1 and etc.).

After I connected to the IP channel, there multiple*window output is OK, but there is no one*window output.

There are following possibilities:

  • Check there is video from the IP channel or not. Please go to the main menu*>info*>System*>BPS to view bit stream real*time information.
  • Check the main stream of the camera has been enabled or not.
  • Check the main stream type of the camera is H.264 or not.
  • Check the device supports camera main stream resolution or not (such as 960H, D1, HD1 and etc.).
  • Check camera network transmission has reached the threshold or not. Please check the online user of the camera.

After I connected to the IP channel, there is no video output in the one*window or the multiple*window mode. But I can see there is bit stream.

There are following possibilities:

  • Check the main stream/sub stream type of the camera is H.264 or not.
  • Check the device supports camera main stream/sub stream resolution or not (such as 1080P, 720P, 960H, D1, HD1 and etc.).
  • Check the camera setup. Please make sure It supports the products of other manufacturers.

DDNS registration failed or can not access the device domain name.

There are following possibilities:

  • Check the device is connected to the WAN. Please check the device has got the IP address if the PPPoE can dial. If there is a router, please check the router to make sure the device IP is online.
  • Check the corresponding protocol of the DDNS is enabled. Check the DDNS function is OK or not.
  • Check DNS setup is right or not. Default Google DNS server is 8.8.8.8, 8.8.5.5. You can use different DNS provided by your ISP.

I can not use the P2P function on my cell phone or the WEB.

There are following possibilities:

  • Check the device P2P function is enabled or not. (Main menu*>Setting*>Network*>P2P)
  • Check the device is in the WAN or not.
  • Check cell phone P2P login mode is right or not.
  • It is the specified device P2P login port or not when you are using P2P client.
  • Check user name or password is right or not.
  • Check P2P SN is right or not. You can use the cell phone to scan the QR code on the device P2P interface (Main menu*>Setting*>Network*>P2P), or you can use the version information of the WEB to confirm. (For some previous series products, the device SN is the main board SN, it may result in error.)

I connect the standard definition camera to the device, there is no video output.

There are following possibilities:

  • Check the DVR supports standard definition signal or not. Only some series product supports analog standard definition signal, HDCVI signal input.
  • Check channel type is right or not. For the product supports analog standard definition camera/HD camera, you need to go to the main menu*>Setting*>Camera*>Channel type to select corresponding channel type (such as analog) and then restart the DVR. In this way, the DVR can recognize the analog standard definition.
  • Check camera power supplying, or camera data cable connection.

I can not connect to the IP camera.

There are following possibilities:

  • Check DVR supports IP channel or not. Only some series products support A/D switch function, it can switch analog channel to the IP channel to connect to the IP camera. From Setting*>Camera*>Channel Type, select the last channel to switch to the IP channel. Some series product products support IP channel extension, it supports N+N mode.
  • Check the IPC and the DVR is connected or not. Please go to the main menu*>Setting*>Camera*>Remote to search to view the IP camera is online or not. Or you can go to the main menu*>Info*>Network*>Test, you can input IP camera IP address and then click the Test button to check you can connect to the IP camera or not.
  • Check IP channel setup is right or not (such as IP address, manufacturer, port, user name, password, remote channel number and etc.).