Customer Support: Knowledge Base
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Latest Articles
- Mass Backup
- Cannot hear IPC Audio
- External device support
- Forgotten Password
- Recorded files are backing up into multiple files
- Web Plugin doesn’t load
- Using 3rd party cameras on a built in PoE
- EZCloud is showing offline
- NVR/IPC “Fails to start live stream”
- Cloud updating errors
- Cannot see the recorder on EZTools
- Time sync / Motion Setup (Hide Vendor Info)
- "Log-in failed" on mobile app (DMSS)
- Mobile Apps
- Config Tool Functionality (Windows)
- PSS does not run on Apple Mac computer
- Web Service log in screen is not responsive (Windows)
- “You have exceeded the bitrate” error
- Streams on the Web Service (browser) appear staggered
- Playback time different than the one selected in Search
- DH-BVL-797W camera's IRs are not working at night
- Remote viewing cameras and video recorders
- “Main Connection failed” or “System is busy now” error when logging into the Web Service
- PSS errors, freezes, locks up or crashes when X camera streams are running
- Network video recorder with built-in PoE switch troubleshooting
- “Failed to get configuration” error on network video recorder
- How to create a time lapse video using Smart Player (Windows)
- Converting .DAV video file to .AVI video file (Windows)
- How to use QuickDDNS
- Time synchronization and other time related issues
- Video recorder is noisy
- Video recorder is restarting, freezing or locking up (randomly and/or frequently)
- Video steam is discolored (blue, green or red hue)
- Fixed lens network IP camera is out of focus
- Error message when updating firmware using the Config Tool
- Video streams take a long time to load or display a black image in the DMSS app
- Remote control does not work properly with video recorder
- Third party compatibility issues with DH Vision products
- Sending attachments through email notification function
- “Mail Test Error” on video recorder or camera when setting up email notification function
- Parts of the PSS menu is cut off or not displaying properly (Windows)
- Cannot view the video recorder or network camera on the web browser (Windows)
- Wi-Fi Setup and Troubleshooting Guide
- How to RTSP Stream
- Certain channels are blank on video recorder’s 16 channel view
- Live and recorded video streams appear compressed instead of wide (4:3 vs. 16:9 ratio)
- Video recorder is only storing up to X days of footage for X TB HDD
- DH DDNS host is not working (not refreshing)
- Image appears grainy at night (dark environment)
- Moving objects in video appear blurry
Categories
-
Cameras
- Image is too bright or too dark
- Moving objects in video appear blurry
- Image appears grainy at night (dark environment)
- “Main Connection failed” or “System is busy now” error when logging into the Web Service
- Time sync / Motion Setup (Hide Vendor Info)
- Cannot hear IPC Audio
- The PTZ function is not working on analog speed dome camera
- Cameras have scrolling horizontal lines
- Fixed lens network IP camera is out of focus
- Video steam is discolored (blue, green or red hue)
- Remote viewing cameras and video recorders
- Network camera is not detecting motion
- Video stream is discolored (reflectance)
- Wi-Fi Setup and Troubleshooting Guide
- Camera detects motion, but is not recording
- Menu headings and Search feature appear different in Web Service (Windows)
- Playback time different than the one selected in Search
- Live and recorded video streams appear compressed instead of wide (4:3 vs. 16:9 ratio)
- Streams on the Web Service (browser) appear staggered
- Video recorder or network IP camera restarts on its own (infrequently)
- The account has been locked
- Third party compatibility issues with DH Vision products
- DH-BVL-797W camera's IRs are not working at night
- Video recorder or network IP camera powers on but does not start up (not responsive)
- Firmware
-
General
- "Log-in failed" on mobile app (DMSS)
- Video steam is discolored (blue, green or red hue)
- Moving objects in video appear blurry
- Converting .DAV video file to .AVI video file (Windows)
- How to create a time lapse video using Smart Player (Windows)
- Network video recorder with built-in PoE switch troubleshooting
- Web Plugin doesn’t load
- Recorded files are backing up into multiple files
- Forgotten Password
- External device support
- Mass Backup
- HDD Info reports a S.M.A.R.T. Error
- Wi-Fi Setup and Troubleshooting Guide
- Sending attachments through email notification function
- Video recorder is restarting, freezing or locking up (randomly and/or frequently)
- Error message when updating firmware using the Config Tool
- Video recorder is noisy
- Time synchronization and other time related issues
- Live and recorded video streams appear compressed instead of wide (4:3 vs. 16:9 ratio)
- Monitor displays “Resolution not supported”, “Input not supported” or blank screen
- Video streams take a long time to load or display a black image in the DMSS app
- “Mail Test Error” on video recorder or camera when setting up email notification function
- Third party compatibility issues with DH Vision products
- How to RTSP Stream
- Video recorder or network IP camera powers on but does not start up (not responsive)
- Remote control does not work properly with video recorder
- Video recorder is only storing up to X days of footage for X TB HDD
-
Network
- How to use QuickDDNS
- Network video recorder with built-in PoE switch troubleshooting
- “Main Connection failed” or “System is busy now” error when logging into the Web Service
- Cloud updating errors
- EZCloud is showing offline
- “You have exceeded the bitrate” error
- DH DDNS host is not working (not refreshing)
- Cannot view the video recorder or network camera on the web browser (Windows)
- Wi-Fi Setup and Troubleshooting Guide
- Sending attachments through email notification function
- Streams on the Web Service (browser) appear staggered
- Video streams take a long time to load or display a black image in the DMSS app
- How to RTSP Stream
- Video recorder or network IP camera powers on but does not start up (not responsive)
-
Software
- "Log-in failed" on mobile app (DMSS)
- Parts of the PSS menu is cut off or not displaying properly (Windows)
- Converting .DAV video file to .AVI video file (Windows)
- How to create a time lapse video using Smart Player (Windows)
- PSS errors, freezes, locks up or crashes when X camera streams are running
- Cannot see the recorder on EZTools
- PSS does not run on Apple Mac computer
- Playback time different than the one selected in Search
- Error message when updating firmware using the Config Tool
- Mobile Apps
- Video streams take a long time to load or display a black image in the DMSS app
- How to RTSP Stream
- Config Tool Functionality (Windows)
-
Recorders
- How to use QuickDDNS
- Network video recorder with built-in PoE switch troubleshooting
- “Main Connection failed” or “System is busy now” error when logging into the Web Service
- Certain channels are blank on video recorder’s 16 channel view
- NVR/IPC “Fails to start live stream”
- Using 3rd party cameras on a built in PoE
- The PTZ function is not working on analog speed dome camera
- DVR constantly recording when set to record only on motion detect
- Cameras have scrolling horizontal lines
- Remote viewing cameras and video recorders
- Network camera is not detecting motion
- DH DDNS host is not working (not refreshing)
- “You have exceeded the bitrate” error
- Cannot view the video recorder or network camera on the web browser (Windows)
- “No HDD” error when the video recorder is powered on, even though hard disk is installed
- HDD Info reports a S.M.A.R.T. Error
- Video recorder beeps repeatedly when first powered on
- Camera detects motion, but is not recording
- Menu headings and Search feature appear different in Web Service (Windows)
- Playback time different than the one selected in Search
- Sending attachments through email notification function
- Video recorder is restarting, freezing or locking up (randomly and/or frequently)
- Video recorder is noisy
- Time synchronization and other time related issues
- Live and recorded video streams appear compressed instead of wide (4:3 vs. 16:9 ratio)
- Streams on the Web Service (browser) appear staggered
- Web Service log in screen is not responsive (Windows)
- Video recorder or network IP camera restarts on its own (infrequently)
- Monitor displays “Resolution not supported”, “Input not supported” or blank screen
- “Mail Test Error” on video recorder or camera when setting up email notification function
- The account has been locked
- “Failed to get configuration” error on network video recorder
- Third party compatibility issues with DH Vision products
- Video recorder or network IP camera powers on but does not start up (not responsive)
- Remote control does not work properly with video recorder
- Video recorder is only storing up to X days of footage for X TB HDD
