1.Technical Query
1).Q:Customers forget password,can not enter DVR main menu,what should do?
A:Press “▲” button in DVR front panel for 10 times continuously,then can hear one sound “di”,after “di”,password restore factory setting,then right click mouse,enter main menu—setting—system setting--user management,click confirm or restore factory setting,password will restore default.Or customer can set new password
2).Q:Which format of backup file?
A:It is backup in AVI format,general can play,like real player,thunder storm,etc
3).Q:Esee ID disappear suddenly,why happen this?What should do?
A:Reasons might be:
a.DHCP is selected,so that IP is changing all the time
b.Network is not working
To get Esee ID,Right click mouse,enter main men—setup--system setup--network setup,click DHCP,click “OK” to save setting,in this way can get IP address automatically,then back to preview interface.Stay in preview interface for 30 seconds,then enter DHCP setting again,cancel DHCP, click “OK” to save setting.Back to preview interface to wait till ID appear again
(Note:To get Esee ID,customer need to enter network setup three times)
4).Q:HDD can not be formatted,why?
A:Reason might be:do not stop recording,if need to format HD,need to stop all recording,includes manual recording,timing recording,motion detection
5).Q:CMS is not working in computer,why?
A:a.Computer system not windows or XP,our CMS based on windows or XP,do not support other system
b.Computer general storage capacity is below 128M.To check computer storage capacity,run dxdiag--display--general storage capacity
c.Computer do not install card drive
6).When upgrade,notice file not found,what should do?
a.Format U disk to FAT32 form
bPut fimrware in root u diskc.Change another u disk with better compatible
7).Q:How to change logo?
A:Prepare two pictures of the logo, the image resolution should be 800x600,720x576. less than 64KB,the two files should be named as vga800x600.jpg,cvbs720x576.jpg. Copy to the flash disk.
Connect the flash disk to the dvr
Come to the main menu, right click the mouse, go to setup----system tools----system maintenance
Click “logo” and “USB storage”, then start, when it shows“vga800x600.jpg loaded and cvbs7200x576.jpg loaded”,and click “sure” to finish the logo changing, then click “return” to exit
Reboot dvr to see if the logo has been changed
8).Q:How to upgrade?
A:Firstly, plz decompress the FW and copy it to your flash disk, then connect it with the dvr
Secondly, plz come to the interface of setup---system tools--system maintenance--system upgrade, click start--ok, it will begin the upgrading
Plz notice that during the upgrading, keep the dvr power on and the lines are connected.
After the upgrading to 100%, it finished, the dvr will restart, and it comes out the latest version
9).Q:What percentage spare mother board we offer?
A:1%
2.Esee Query
1).Q:User can not connect Esee by Esee ID,what should do?
A.a.Use computer in same LAN with DVR,then go to www.ip138.com (It is Chinese website,or u can also go to your local website to check ur WAN IP address),it will give one IP address
b.Enter router--status---WAN IP,check this WAN IP same with IP give by ip138 or not.If different,current network environment can not set remote.Reason might be there are multi level routers.To set remote,need to keep only one level router.If same IP,then go to next step
c.Enter DVR main menu--setup--system setup--network setup,change WEB port to one number above 1024,then save
d.Enter router,disable UPNP,then enter virtual server to forwarding ports,add DVR IP address,WEB port and data port manually in virtual serve,then save
e.Reboot router,then can see view
2).What speed requirement about DVR and mobile?
DVR network upload speed above 2M,mobile side download speed above 2M
3).Mobile Esee view manual:
(Support Andriod and Iphone Esee view)
Go to www.dvrskype.com in mobile broswer directly,input device ID,user name and password
Besides,to use mobile application,for Andirod,can also download Esee in google play,for Iphone can go to APP store to download Eseye
3.Warranty Query
1).Q:How long warranty we offer?
A:12 months
2).In order to try best to avoid to de deducted or send bank by China custom,pls pay attention below two things:
a.Before u send back repair mother board,pls inform me in advance,give me CI & PL in advance,or u give me details,I can also make it for u.After my confirmation,then u send back
b.Delivery term need to be door to door term
3.Other Query
1).When customer place new order,what should confirm with customer?
A.Which language is default in osd?
B.Plug style:like Europe style plug,UK style,US style,which style u need?
C.How many voltage?220V or?
D.PAL or NTSC as default?
E.This lot by sea or by air?
F.Any shipment mark?