Frequently Asked Questions

COMMON QUESTIONS

What is the default password for your NVR & Cameras?


NVR on firmware version 3.4.75 and below: 12345 or admin12345 NVR on firmware version 3.4.88 and above: nvr12345 313 series cameras and below: 12345 or admin12345 32X series cameras and above: nvr12345 If none of these passwords work for you it is likely that your unit(s) have been previously activated and you will need to perform a password reset for each device individually. Please contact support@nuecam.com for assistance.




How do I unbind a device from an existing Guardian Vision account?


You can log your mobile device (connected to the local WiFi) into the new account and then zap the QR Code on the platform access menu. You will get a message that the device has already been added to another account and have the option to ‘unbind’. Once unbound, you can rezap the QR code to add the device to the new account.




Where do I find a user manual for one of your products?


Due to the size of the detailed manual of most newer model NVR’s, we are only able to post the quick guide on the product page. If you need the detailed manual, please call or email us with your model number and we will email you a link to download the detailed manual. Thank you for your understanding.




How do I restore my cameras back to factory default settings?


Assuming the camera has a physical reset button… with the camera connected/powered, depress-hold the reset button for 15 seconds. Do not release the reset button, yet.
With the reset button still depressed, remove power from the camera. Do not release the reset button, yet.
With the reset button still depressed, wait 15 seconds and then reapply power to the camera. Do not release the reset button, yet.
Wait another 15 seconds after camera is powered, NOW you can release the reset button.
Camera should be reset to default settings.




If my cameras are connected to a LAN-based POE switch, I can login to them directly using Internet Explorer.  How can I directly access the IP cameras if they are connected to the recorders embedded POE switch?


In order to login to IP cameras connected directly to the recorders embedded PoE switch, the switches Virtual Hosting feature must be enabled.
Login to the recorder in Internet Explorer.
Click the Configuration tab.
Network / Advances Settings / Other – Enable Virtual Host
Once the switch is virtually hosting the cameras, you can login to the cameras directly using the link provided…
Click the Configuration tab.
System / Camera Management / Link to camera in the connect column.




How many simultaneous connections are permitted, per camera?


(2) Mainstream – (3) Substream




When using the CMS software, my computers CPU is "pegged" out at 97%.  Why?


If using CMS version older than v2.6.0.50, download and install v2.6.0.50.
URL provided below…

https://www.dropbox.com/sh/ssxbkhhvgawe4wx/AADtdtjsfV9-6uVzWUI-au4Fa?dl=0
And/or disable hardware acceleration.




I've configured my system to send out email notification when motion is detected.  I'm not getting any email notifications.  Why?


There are several reasons why email notification upon motion detection might not function as designed.

  • Make sure that the recorder is correctly configured for IP/internet connectivity.
  • Make sure that the sending email account is gmail.
  • Make sure that the sending and receiving email accounts are not the same.
  • Make sure that the system is actually ‘recording upon motion detection’ and that the Linkage Method is set to Send Email.




Can you have the recorder send a text instead on an email?


Not natively. But it may still be possible. See below…
http://www.wikihow.com/Send-a-Text-from-Email




I upgraded the firmware on my recorder.  Now, the log in screen reflects a lot of garbage characters.


On the rare occasion, a recorder might exhibit this behavior immediately following a firmware upgrade.
Ignore the garbage characters… Just keep clicking the [OK] button. The recorder will eventually allow access.
Once into the recorders menu system, Main Menu / Maintenance / Default / Factory Default the recorder.
A Factory default of the unit will resolve this problem..




I exported some video but there are green squares over the motion-captured video.  Why?


‘Dynamic Analysis for Motion’ was left enabled on the camera/recorder.
Login to the unit / Event – Basic – Disable Dynamic Analysis For Motion Detection
Local / Live View Parameters – Enable Rules




I am trying to enable the Guardian Vision service on my recorder, but I can't get it to come online.  Why?


Guarding Vision requires consistent access to DNS server(s).
Recommend adjusting the recorders’ network settings to include the following DNS servers…
Preferred DNS = 4.2.2.1 instead of default gateway
Alternate DNS = 8.8.8.8
‘Soft’ Reboot the recorder.
If enabled, Guarding Vision service should now come online.




I'm trying to use Internet Explorer to download video from the recorder but the local file system doesn't get created, no files are downloaded.  Why?


Run your Internet Explorer session ‘As Administrator’ (right-click the Internet Explorer icon and select ‘Run As Administrator’). This should resolve the issue.




What is the absolute bare minimum recommended upload speed?


10Mbps




When remotely attempting to adjust the motion sensitivity in I.E., I get Patameter Error.  Why?


Likely it’s a glitch in the browser. Remove/reinstall the Web Browser Plug-in or Adjust motion sensitivity locally.




I exported a video file that should contain audio, but I can't hear anything on playback.  Why?


In order to hear the audio, you’ll need to play the video in the VSPlayer. [VLC Player will not play the embedded audio, for example.] URL to download VSPlayer provided below… VSPLAYER DOWNLOAD




How do I remove the recorder from the Cloud P2P service / Guarding Vision Software?


Send e-mail to Support@NueCam.com containing…
– Reason for request
– Contact Name, Company, Telephone Number
– Recorder Model Number
– Recorder Serial Number
Requests to remove recorder(s) from the Cloud P2P service a/ Guarding Vision server will not be processed without ALL of the above information.




On my PC, only the upper-left corner of video is visible on playback. Why?


Is dual-display desktop PC configuration?
Both displays connected to the same video adapter? … One display connected to DVI and the other to VGA?
Yes/Yes? – There’s the problem.




In the Guarding Expert app for the mobile devices, how do I see more than 32 cameras?


You will need to create another ‘View’ for cameras 33 – ##, etc.




When I access my recorder in a browser on my PC, the browser is asking to install the web plug-in. Why?


Answer: The web plug-in is required for a browser to provide full functionality.
Make sure the browser running on your PC is ‘Internet Explorer’.

If accessing the recorder via www.guardingvision.com, when clicking on the public IP/Port number, again, make sure that the browser that is in use is Internet Explorer.
If you are certain that the web plug-in has already been installed, yet you are still being prompted to install the plug-in, click [cancel] and proceed w/ the login… effectively ignoring the web plug-in prompt. [N O T E: If accessing the recorder on a Mac, you’ll need to manually download and install the ‘Mac Browser Plug-in’ into Safari. URL provided below… https://huntcctv.com/wp-content/uploads/2017/06/WebVideoPlugin-v3.0.6.12.zip]




When I attempt to login to the recorder via the web over port, it brings up the login prompt for a camera instead. It’s like I’m logging directly into the camera and instead of the recorder. Why?


More than likely, the HTTP port has been hijacked by the camera. Change the recorder (or camera) HTTP port to another value.




I’ve configured my system to send out email notification when motion is detected. I’m not getting any email notifications. Why?


There are several reasons why email notification upon motion detection might not function as designed.
– Make sure that the recorder is correctly configured for IP/internet connectivity.
– Make sure that the sending email account is gmail.
– Make sure that the sending and receiving email accounts are not the same.
– Make sure that the system is actually ‘recording upon motion detection’ and that the Linkage Method is set to Send Email.




How do I configure my TVI camera to output PAL from NTSC/ NTSC from PAL?


https://youtu.be/XHmML0HsXtU





CAMERAS

How to Manually reset a camera?


1. Press and hold down the reset button for 30 seconds while the camera is on then power it down.
2. Continue to hold the reset button down for a second 30 seconds then power it back up.
3. Continue to hold the reset button down for a final 30 seconds then let go of the button.




Quick Steps on how to manually add an IP camera to a Plug 'N Play NVR when on an external POE switch.


Before mounting the camera, connect it directly to the port number on the NVR built in POE switch corresponding to the channel it will be working on so it can plug and play. Once playing, using the NVR’s monitor output GUI go to:

-Menu >>> Camera Setup >>> Click edit button for the channel in question >>> Change Adding method button from “Plug and Play” to “Manual” >>> Enter the password of the NVR at bottom >>> click Ok.

--The camera will now work an external POE switch that will be connected directly to the NVR internal POE switch on the channel programmed.




How to assign a static IP address to my NueCam device?


Download the SADP tool from here. The SADP tool will search any NueCam products on the network and displays the information of the devices. This software can also be used to quickly configure the network information of the devices such as assigning a static IP address. Note that the computer running the SADP software must be on the same network (physical subnet) as the NueCam device.




How can I find NueCam's IP devices on my network?


You can find all your IP devices by using the SADP (Search Active Device Protocol) software. Download the SADP tool from here. The SADP tool will search any products on the network and displays the information of the devices. This software can also be used to quickly configure the network information of the devices such as assigning a static IP address. Note that the computer running the SADP software must be on the same network (physical subnet) as the device.




How can I fix Internet Explorer compatibility issues?


When viewing the device using Internet Explorer (IE) 10 or 11 (32-bit), sometimes the content may not display properly. This may be caused by a browser incompatibility. To resolve the incompatibility issue, the IP address of the device needs to be added to the compatibility view list.




How to view my camera using Safari on MAC OS?


In order to Live View using Safari on MAC OS, the web plug-in for MAC OS needs to be downloaded and installed. Note: Please close all web browsers before installing the web plug-in. Click here to download the MAC web plug-in for IP Cameras.




Where are the files saved to when VIA the web browser?


1. Log into the device using the web browser, 2. Click on Configuration and then Local configuration / Local (dependent of the version of the web plug-in). 3. On the right panel, you should see the default paths for the saved files.




Internet Explorer keeps prompting to download the web plugin


This is caused by Internet Explorer compatibility issues. If you are using IE 10 or 11, the page needs to be displayed using Compatibility view. To resolve this issue, the compatibility view mode needs to be turned on by adding the IP address of the device to the compatibility view list.




I have installed the SADP tool however I am still unable to detect my device


You may need to update the WinPcap utility. Close the SADP software. Click here to download and install the latest WinPcap. Then run the SADP software again. Also, make sure the computer is connected to the same subnet as the devices.




How to change the Date and the Time for an IP camera?


1. Log into the IP camera using the web browser, 2. Select CONFIGURATION, 3. Select BASIC CONFIGURATION andthen select SYSTEM (on left side), 4. Select TIME SETTINGS tab andinput the correct date and time, 5. Click the SAVE button to applythe settings.





NVR's

Is it possible to have multiple IP cameras run to the NVR / Network VIA a single cable internet?


Yes, See the FAQ on "Quick steps on how to add an IP camera to a plug and play NVR when on an external POE switch."




Can I purchase more camera licenses on my NueCam NVR


All NueCam Hardware NVR’s have a fixed number of channels. Licenses cannot be purchased to increase the number of supported channels.




What steps can I take to increase recording time on a NVR without increasing storage space?


Setting the NVR to record only on motion and reducing quality’s frame rate, Resolution and Maximum bit rate will increase the recording time to the existing hard drive of the recorder.




How to add a 3rd party IP camera to a NueCam plug 'n play NVR in a nutshell?


On the NVR monitor Output GUI:

-Menu >>> Camera Setup -Choose the channel number the camera is to be assigned to and make note of its IP address.

-Using the third party camera’s software discovery tool or browser interface, preconfigure the camera to noted IP address.

-Menu >>> Camera Setup >>> Click edit button for the channel in question >>> Change Adding method button from “Plug and Play” to “Manual” >>> Set the Protocol to the camera’s manufacturers name or OnVif >>> Enter the password of the camera at bottom >>> click Ok.

-The camera will now work an external POE switch that will be connected directly to the NVR internal POE switch on the channel programmed.




Why is the NVR beeping or has a triangle with an explanation point on the lower right side of the recorders monitor output?


The NVR is warning about an issue or event that it is programmed to notify about. If this symbol is clicked on, a list called Alarm/Exception list will appear explaining each notification or error the NVR is experiencing.




How do I add multiple channels to a single encoder to an NVR?


Each video channel from an encoder will take up 1 NVR camera channel. All channels will be assigned the same IP as the single encoder, follow by different video ports for each of the different channels that are assigned.




What does it mean when I see a "no resource" error on the NVR's local live view?


"No resrouce" usually indicates that the NVR/DVR's graphical display has reached it's limits. You can resolve this by re-adjusting the video settings of the displaying camera channels. Reduce the resolution/fps/max bitrate settings for either main stream and or sub streams of the camera




How to format a hard drive on a NVR?


1. Login to the DVR/NVR locally, 2. Go to MENU, select SYSTEM CONFIGURATION and then select HDD (on the left side). 3. Under the HDD INFORMATION tab, select the HDD(s) that needs to be formatted by checking the corresponding box under the “Label” column. 4. To start the formatting process, click the “Init” button on the bottom right corner of the screen. 5. After completion, the “Status” of the HDD(s) will change to Normal.




How to fix Internet Explorer compatibility view issues?


When viewing the device using Internet Explorer (IE) 10 or 11 (32-bit), sometimes the content may not display properly. This may be caused by a browser incompatibility. To resolve the incompatibility issue, the IP address of the Hikvision device needs to be added to the compatibility view list.




How to change the camera name on the NVR?


1. Log into the DVR/NVR locally, 2. Go the MENU, select CAMERA SETUP and then OSD. 3. Select the camera to modify the OSD configuration using the camera dropdown menu. 4. Enter the desired camera name in the “Camera name” field. 5. Click the APPLY button when done.





GUARDIAN VISION SOFTWARE

On Guardian Vision, the device is added manually and shows serial number and net detect is proper but camera(s) does not show on main view.


When the device is added incorrectly the first time by having one digit off on a port number or ip address and/or incorrect password or export to group was unchecked, The group of cameras does not get created. To avoid this from happening when adding, simply delete the incorrectly added device from device management and re-add again correctly or fix the issue by creating/adding the cameras to a group in the group tab.




My FW update keeps failing


The FW file is either still zipped, wrong file, or file path too long in the browser




Where can I download the MAC version of the Guardian Vision client software


Click here to download the client software for MAC OS.




How to view my devices from my mobile phone?


Currently, the GUARDING VISION Mobile Client Application isavailable for iPhone and Android phones. You can download the GUARDING VISION mobile app from the Appstore (for iPhone) and Play store (for Android).




I have installed the SADP tool however I am still unable to detect my device


You may need to update the WinPcap utility. Close the SADP software. Click here to download and install the latest WinPcap. Then run the SADP software again. Also, make sure the computer is connected to the same subnet as the devices. If you are still having issue, click here to download the latest SADP software.




In Guarding Vision, where are the download files saved to?


In the Guarding Vision Client software: Go to CONTROL PANEL,
Select SYSTEM CONFIGURATION and then FILE. There you will see the listed default saving paths.




How to enable Guarding Vision to automatically resume live view after starting the client software again?


In the Guarding Vision Client software, Go to CONTROL PANEL Select SYSTEM CONFIGURATION and then GENERAL (on the left side). Check the checkbox for “Resume Live View Status” to enable auto resume.




How to enable Guarding Vision Client software to automatically log into the client software?


In the Client software, Go to CONTROL PANEL Select SYSTEM CONFIGURATION and then GENERAL (on the left side). Make sure the “Enable Auto-login” is checked.




How to update the camera name in Guarding Vision Client Software?


To import the camera names in the iVMS-4200, Go to CONTROL PANEL, select DEVICE MANAGEMENT and then select the GROUP tab. Click on the IMPORT button. On the right panel under the Group section, click on the to expand the group and show the camera list. Right click on the camera to import the camera name and select the UPDATE CAMERA NAME option. To batch update the camera name in the group, right click on the group and select UPDATE CAMERA NAME.