Frequently Asked Questions
What is the default password for your NVR & Cameras?
NVR on firmware version 3.4.75 and below: 12345 or admin12345
How do I unbind a device from an existing Guardian Vision 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.
How do I restore my cameras back to factory default settings?
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?
URL provided below…
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?
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 = 18.104.22.168 instead of default gateway
Alternate DNS = 22.214.171.124
‘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?
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…
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?
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?
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.
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?
I’ve configured my system to send out email notification when motion is detected. I’m not getting any email notifications. Why?
– 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?
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?
How can I find NueCam's IP devices on my network?
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.
How to view my camera using Safari on MAC OS?
Where are the files saved to when VIA the web browser?
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.
I have installed the SADP tool however I am still unable to detect my device
How to change the Date and the Time for an IP camera?
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.
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.
How to format a hard drive on a NVR?
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,
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.
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
How to view my devices from my mobile phone?
Currently, the GUARDING VISION Mobile Client Application isavailable for iPhone and Android phones.
I have installed the SADP tool however I am still unable to detect my device
You may need to update the WinPcap utility.
In Guarding Vision, where are the download files saved to?
In the Guarding Vision Client software:
Select SYSTEM CONFIGURATION and then FILE.
How to enable Guarding Vision to automatically resume live view after starting the client software again?
In the Guarding Vision Client software,
How to enable Guarding Vision Client software to automatically log into the client software?
How to update the camera name in Guarding Vision Client Software?
To import the camera names in the iVMS-4200,