Frequently Asked Questions
Remote View problems
Questions and answers on most of the remote view problems.
There is a lot of different reasons why this could be happening, but the two most common reasons is the following:
- Cellphone network is slow (even if you have full signal it does not mean you are reaching the speed promised by your provider). Remote view software on cellphone will "timeout" with an error message if it cannot connect within a short while. Remember that your link to the tower may be at LTE speeds, but, if there is an overwhelming amount of links to the tower, the link from the tower to the ISP central may be slow.
- Loadshedding can cause serious problems on landline ISP services, like ADSL. Reason is you may be connected, but your ISP that is hosting the DNS (domain name server) is offline or experiencing more than usual traffic.
Solution is simple. If on the cellphone, walk to a open area and experiment to see if the cameras will show up. If not, just contact us with the details and we will gladly test it for you. Unluckily if the problem is loadshedding there is nothing we can do.
- Cellphone gives immediate error when connecting to the cameras
This problem happens when you
a) Have no connection to the internet on your DVR side or on the phone side
b) Using the wrong software on the phone or PC to connect to the DVR (see label on the front of the dvr for compatible software)
c) If you are using the cloud with the barcode option, the above 2 can be the only problems. If you are using SoDDNS or No-IP as a solution, you have to use port forwarding or the routers DMZ function.
BUT BEFORE YOU DO ANY OF THE ABOVE, MAKE SURE THE EMBEDDED IS DETECTED ON THE NETWORK BY "PINGING" THE EMBEDDED OVER THE ROUTER, OR OPENING THE EMBEDDED THROUGH YOUR INTERNET EXPLORER OVER THE INTERNAL NETWORK.
Again, contact us with your cloud remote view details or with your DDNS details so we can see what we can do from our side should you get stuck.
ALL SYSTEMS SOLD BY US WORKS 100% OVER ALL NETWORKS AND HAVE BEEN TESTED OVER YEARS. Only 2 problem networks for remote view is Iburst and Neotel Wireless (their upload speed seems to be too slow to although their download speed seems fine)
- Compatibility on our systems
Our systems functions fine over any Android or IPhone devices and tablets. Also, Firefox/Windows Explorer/Google Chrome is no problem. Lastly, compatible windows versions are windows 7 and windows 8 currently. All our systems does have discs with them which will assist you with the process.
- My Network Cameras does not come on
Check the following:
1) Does your network have POE functionality. We sell 2 different versions. If your version does not have POE, then you would have had to purchase a POE splitter which we keep in stock. Else, just provide 12vDC separately to your IP camera.
2) PLEASE note, POE is only effective at up to 70m. We know some people can get it to work at longer distances, but, after this distance no display is usually due to the length of the cable. Most network cables on this distance will have a voltage drop causing the camera either to not come on, or to reboot frequently.
3) If the above is correct, then make sure your ip adres of your camera is in the range of your network. If your network is 192.168.1.X then your IP camera must also be in the 192.168.1.X range (please note X can be any number on your network). Thus, we had problems where our cameras has a IP adres of e.g. 192.168.1.20 and the user attaches the camera to a network that has the 10.0.0.X range. which causes the camera not to work.
4) Lastly, back to basics. Ping the camera. Open up the command prompt on windows by selecting the "start" button (bottom left corner in any windows) and then selecting search. Then type CMD in the search box. This will open the DOS prompt. If not sure how to get to the DOS prompt, there is various ways and all of them are available on google (or just contact us) After you have the DOS prompt open in front of you, type the following "ping 192.168.1.20" without the quotation marks and of course the 192.168.1.20 represents your cameras IP adres, YOURS WILL BE DIFFERENT. If it comes back with a successful ping, there is no reason for your camera not to work. If it is unsuccessful, it will fail to respond to your ping.
Cameras not displaying
From analog, HD analog and IP cameras not displaying.
- My standard analog cameras wont display an image
- Your powersupply is faulty or the distance of the cable is too long. Usually the video cable is fine for 100m plus, but the power cable with 12vDC over that distance can cause a voltage drop that may render your camera powerless. Sometimes in this situation the camera will show in the daytime, but at night it will switch off.
- Connectors - Please make sure the right crimping tool is used, and that both the inner and outer part of the RG59 connector is CRIMPED tightly.
- Make sure you did not connect your standard Analog cameras to a pure AHD/TVI/CVI embedded system. The connectors look all the same but there will be no picture.
- Test the voltage at your cameras side, and if you are sure everything is perfect, bring the camera to us for exchange (but just as a precausion make sure it is not the channel on the embedded by connecting another camera in it's place.
Warranties and quality control
What is our warranty periods and our quality/branding.
- What brand is our products?
Our products are manufactured and 2 sites in mainland China. Both these plants is owned by Eagleview. Here we produce embedded systems and cameras. Our cable we import from other factories and our alarms we buy in bulk and resell locally. Our brand name is EVS. Currently our brand name is not used too much since we target the distributor and installer market, and not the public market like most of the main brands out there. We believe this to be counter productive since we believe the distributor and installer must have the opportunity to build their own business without the manufacturer marketing to the end user.
- What is our warranty period?
Standard warranty is at least 12 months. We do offer extended 3 year warranties as an option should you wish. You have 3 options at our company to please your business needs:
1) You can opt for no warranty and carry the risk yourself. This method is risky but you will pay the least for your stock and are welcome to test the items before leaving our offices
2) You just come in, and buy. This offers you the standard 12 month warranty.
3) Ask us for the extended warranty which will increase the cost of the product by 20%. But, of course, you will then have a 3 year warranty. And if there is one thing we do, it is honoring our warranties.
Products excluded from our warranty is any types of cable and powersupplies. Reason is this items have been quality checked already and in the market standard don't carry any warranty. Especially in South Africa where loadshedding effects the powersupplies.
- How effective is our quality control?
We have the following methods in place to control quality and limit any problems:
- After manufacturing we also have 2 additional companies that does our quality control before our products gets shipped to South Africa.
- As soon as it arrives, we serial number and also do another quality check for our customers. This quality check is short, but effective enough to limit any problems to a minimum
- We offer a service where we can test your cameras and embedded for a period of 48 hours before you collect free of charge. Just ask us and we will support you.
- Lastly, every product has a serial number to enable us to track it through it's lifetime at our offices should you have a problem.
Embedded NVR or DVR keeps on restarting
Problems causing embedded to restart
- Embedded restarts a couple of times a day. What can be wrong?
This problem is caused by the following:
- Loadshedding is the main culprit. PLEASE, WHEN THE POWER GOES OFF, UNPLUG THE EMBEDDED UNTIL THE POWER COME BACK ONLINE AGAIN. When Eskom switches your power on again, there is usually an electrical spike, that will cause instability in the system. This can damage the harddrive and the powersupply over a long period of time.
- Make sure your powersupply is putting about between 12vdc and 12.7vdc. If it goes below 12vdc sometimes, this can easily be the reason.
- Look at your system LOGFILE. There is a build in logging system under the "info" area of every embedded. Just browse through it to see what could have caused the embedded to switch off e.g. the previous day as 12pm. If it was power, there will only be a logging in entry (which happened when the power came on again). If it was a user switching the embedded of, the embedded will show it was an instruction from a user to quit the system.
- Lastly, harddrive. Disconnect the harddrive and test separately from the embedded in a PC. Use a testing tool like SEATOOLS (there is a few tools on google) to make sure the harddrive is still healthy.
- Else just bring the system to us to check for you
- Embedded restarts ALL the time, what can it be?
- Mainboard damage
- Powersupply damage
- Corrupted software
This damage is due to power problems caused by the electrical outlet at the factory/house etc. Remember that with loadshedding, when the power comes on, it can cause a short spike in your voltage. This spike is known to corrupt the software, damage the board or damage the powersupply.
Solution: Bring the system to us immediately so we can minimize the damage and replace what is necessary.
Embedded has no display on cameras
All your cameras, or some of them, wont display a picture on the embedded
- My Analog DVR has no display on cameras
Please remember analog systems has different variants in the market. There is CVI/TVI and AHD to mention a few. Then there is your standard Analog which the market has been using the last decade. Problem is, that if your embedded is not a true hybrid (which means it can take any form of analog camera) you will have a distorted or no display on the screen from the camera. Just check your model number on the internet to see the true specifications of the system. Else, if it is one of our systems, just contact us.
Solution: Please remember to tell us EXACTLY what type of cameras you will use on site then we will make sure to give you the correct system for those cameras.
- My NVR has shows no cameras. Please help.
This is a slightly more complex problem. But, one of the following could be happening:
- Your IP address on the embedded and camera can be in a different range (embedded is 10.0.0.2 for example, and IP camera is 192.168.1.60)
- Your POE switch (if you use one) cannot provide enough power over the distance to the camera (to test this have a 12vDC battery with you which you can connect to the cameras 12v input (by the camera itself). If it comes on, there is your problem). Then either you are using a poor quality cable that has a high resistance and so cannot get enough power to the camera, or the POE can be damaged.
- Make sure you added the cameras by using the search and add command that is in every NVR.
- Lastly, the cable between the embedded and the router is mostly the problem. If that cable is of poor quality, it can cause bandwidth issues that will in turn cause some cameras (or all of them) not to give a picture. Or the cameras may go on and off.
General Embedded NVR Questions (Wapa/Greenvision and other)
General but important questions
- Greenvision NVR won't allow motion/area detection and masking.
Greenvision Embedded NVR's are intelligent and will remember settings should you add Onvif cameras to the embedded. This means that every time you change your brand of cameras on our system, please RESET the embedded in the OPTIONS menu. If not, you may lose motion detection/area masking and color adjustments.
Simply put, this only needs to be done if you used for example Wapa cameras on our embedded and then decided to change to Greenvision's own range of IP cameras. First do a settings reset, then add the cameras.