DVR Software FAQs: Frequently Asked Questions
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Using a Matrix Card in the D1-HC1 DVR Server or NVR Client
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1) How to uninstall and reinstall the DVR software.
First time installers, choose one link below (requires a PDF viewer):
Upgraders:
1. If you wish to backup your current software configuration, click on Menu, then Backup System Parameters. Choose a file name and a location. Then exit the DVR software.
2. Go to Start > Control Panel > Add or Remove Programs
3. Select "DVR Server" in the "Currently installed programs" list, then click "Change/Remove." You'll be asked "Are you sure you want to completely remove the selected application and all of its components?" Choose "Yes." Windows will begin uninstalling your previously installed copy of the DVR software.
4. Once uninstall is complete, click "OK."
5. Go to Start > My Computer > Local Disk (C:) > Program Files. You'll see a folder called "DVR Server." Right-click the folder and choose "Delete." You'll be asked "Are you sure you want to remove the folder 'DVR Server' and move all its contents to the Recycle Bin?" Choose "Yes."
6. Go to Start > Right-click on My Computer > Properties > Device Manager. Click on the Hardware tab. Click on the plus sign next to "Sound, Video, and Game Controllers" to expand the menu. You should see a device that is copied several times. (If you are upgrading an HC2 or HC3 card, these drivers will be listed under a device starting with "MT", H.264, or DHVECWDM in your Device Manager.) These are your device drivers for your DVR Cards. Right-click on each driver and select Uninstall.
7. Now, follow the instructions listed above under "First Time Installers."
2) I’m getting a registration error when the software launches. How do I fix this?
For versions 6.27b or higher, or 7.26b or higher: http://edigitaldeals.com/software/NewKey.dat.
For versions 6.16b or lower, or 5.28b or lower: http://edigitaldeals.com/software/DVSPass.dat.
Then:
1. Quit the DVR program.
2. Copy the files to this location: C:\Program Files\DVR Server
3. Windows will ask you if you want to "overwrite" the existing file . . . Select "YES" to copy and replace.
4. That's it. Re-launch the DVR software, and you shouldn't get the registration error any longer.
3) I’m getting an error when I first load the software: “No build file system, system cannot record.”
This is a message you will receive in versions 7.28b and higher. You need to run the Disk Management Utility to prepare your drive(s) for recording. You cannot record any footage until you run this utility. You may download the instructions here: http://edigitaldeals.com/manuals/d1diskmgmt.pdf.
4) “DVR Card Abnormality Error” message flashing in software’s GUI.
Please go to http://teamviewer.com/index.aspx, click on the green “start full version – it’s free” button. Install the program, and have it log into windows on startup automatically. Allow full access/control. Assign a user defined user ID and password, and call technical support at 1-877-DEALS-79 x2 with those login credentials. Just leave the program open and running minimized.
5) I forgot my password for my software.
Unfortunately, this requires that you reinstall the D1 DVR Software from scratch. See step 1 above.
6) Cannot backup to a DVD using the DVR Software.
You must use a blank DVD. You may backup directly to a DVD, or you may backup to a hard drive, and then perform a backup to disk in Windows. YouTube video tutorial: http://www.youtube.com/watch?v=hUxkxGyRKpI.
7) Software will install, but there is no video at all (no GUI, nothing).
You may have installed the EDD software instead of the D1.
8) The installer keeps saying “No DVR Cards Found” or “No Hardware Found.” What’s wrong?
YouTube video tutorial: http://www.youtube.com/watch?v=sDsp9ZDhxPk.
a. Windows SAA drivers. After installing the DVR card in a PCI slot(s) and restarting the computer, Windows will auto-detect the new hardware and ask the user if Windows should install drivers for the new DVR card(s). Most users click “yes,” when, in fact, they should “cancel.” The number of times that the user will have to click “cancel” is relative to the number of channels on their DVR card(s). This being said, if the user allows Windows to install its own drivers, these Windows drivers will essentially “block” the DVR Card Software installer from recognizing the DVR card(s) and installing the CORRECT drivers. In this situation, the user needs to quit the installer, go to START > CONTROL PANEL > SYSTEM > HARDWARE > DEVICE MANAGER > SOUND, VIDEO AND GAME CONTROLLERS. They should see several drivers with the same name. The number of drivers will be relative to the number of channels on the DVR Card(s). Right click on each and choose “uninstall.” Once this has been done, the user can run the installer again, and when prompted to install drivers or not, the user should be able to choose “install,” and the installer should recognize the DVR card and finish the installation.
b. This problem may also present itself when using an incompatible motherboard/processor/video card combination. Verify that the computer meets our system requirements.
9) Video keeps dropping in and out on 1 or more of the camera screens.
This is almost always the result of a faulty connection. If, after making sure that all connections to the DVR card are secure, the problem still presents itself, there may be a faulty connector on the dongle (pigtail) connecting to the DVR Card. We usually send a replacement dongle at no cost during the warranty period.
10) Getting a “DLL” or setup.dll error when installing the client software (NVR) for viewing Server from a remote computer.
The remote client computer is having incompatibilities with the NVR software. Common culprits are AMD processors and incompatible video cards. It’s best to use a client computer with the same hardware/software features required for the D1 Cards.
11) I’m experiencing long delays when accessing the playback screen on my D1 Server. Is there a way to make the camera footage load faster?
Yes. You can use hard drives or SSDs with higher RPMs or lower seek times. You could also try recording less data by lowering the FPS or resolution, or use motion detection instead of continuous recording, etc.
12) Receiving a message that says “C: hard drive is full” after just a couple hours/days of recording.
Several possibilities:
a) Ensure DVR software is not recording to the C Drive.
b) Check “My Computer” to see if any other hard drives are present. If yes, ensure that the software is recording to them. If no, but there should be drives, there may be a disconnected SATA or power cable within the server, or a hard drive may have failed. You may also need to run Disk Management Tool to allocate your drives for recording. Please contact Technical Support at 1-877-DEALS-79 x2.
c) Check “Disk Management” in “My Computer” to make sure drives are healthy.
d) Another solution would be to uninstall current DVR software and reinstall the latest DVR software version. See step #1 above.
13) D1 Software does not recycle itself.
Uninstall current DVR software and reinstall the latest DVR software version. See step #1 above.
14) I can’t connect remotely to the DVR Software. What’s wrong?
Several possible factors:
a. Failed to forward port http web server port on their router to the private IP address of the DVR Server. Most commonly setup as port 80 (web server) 5100 (data), and 5101 (mobile PDA). From the DVR, launch an Internet browser and navigate to http://canyouseeme.org. Check the three ports to ensure your ports are properly forwarded. If not, configure your router and firewall to allow port forwarding.
b. Must select “Enable” for Remote Connection option of the Network Setup in the Setting menu.
c. Check for Internet connectivity by navigating to www.google.com. If it does not connect, then the Internet and/or network is not setup properly. You would need to speak with your Internet Service Provider (ISP) or IT Network Engineer in this case, as it is outside our scope of business to setup/configure networks.
d. A faulty Ethernet cable connecting your DVR to your modem/router.
e. Attempted to connect wirelessly from the DVR Server to their router. You should use a wired connection for consistent video transmission as wireless is not stable.
f. Tried to use PC Anywhere, LogMeIn, Go2MyPC, or some other time of remote desktop software to access the DVR Server. Use of these applications can result in error messages, screens with no video, or no connection at all. The only recommended remote desktop program is TeamViewer.
g. If your modem is also a router (meaning it has more than one LAN connection), you can obtain port forwarding instructions from your ISP (Internet Service Provider). Also your ISP may be blocking certain ports.
h. Watch “Connecting to DVR Using a Public IP Address” (WANs) on youtube: http://www.youtube.com/watch?v=Uy7Z7KL5JRA.
i. Watch “Connecting to DVR Using a Private IP Address” (LANs) on youtube:
http://www.youtube.com/watch?v=vNhWAVyfOXw.
j. If using a Dynamic IP address, use a DDNS service such as www.no-ip.org or www.dyndns.org, and watch “Dynamic vs. Static IP Addresses” on youtube: http://www.youtube.com/watch?v=dOOuLmz78uI. Check to see what your IP address is by visiting www.whatismyipaddress.com.
15) Cannot connect using PDA / Mobile Phone.
Several reasons:
a. Must select “Enable” for PDA Connection option of the Network Setup in the configuration menu.
b. Must have the PDA port (default is 5101) forwarded in your router/firewall.
c. Read the quick-start PDF documentation included on your CD in the User Manuals à Mobile Phone Clients folder. Compatible mobile phones are iPhone, Android, and other CDMA or GPRS (Sprint, Verizon, etc.) phones which support JavaScript.
d. If you experience other problems, try setting the Remote Image Size to CIF or QCIF from the Camera Setup Menu in the DVR Software.
e. iPhone setup video: http://www.youtube.com/watch?v=3bTwIiqe_jM.
16) When I log in remotely to my D1 Server via Internet Explorer, it only allows me to view 4 screens at a time. Shouldn’t I be able to view 16 screens at the same time?
To work around this, first log in remotely to your IP address, click on the 16-screen split. Enter your user name and password. Then click Login. At this point, you should be able to select the 1, 4, 9, or 16 screen configuration.
17) The PTZ presets either aren’t working, or they’re missing from the D1 software.
PTZ presets are FULLY supported in D1 software 6.16 and up. All of our PTZ cameras support Pelco P and Pelco D. The accompanying manual explains how to set up the presets, or feel free to watch our YouTube video tutorials.
18) The PTZ controls on my DVR Server aren’t working at all. I’m seeing video from the camera, but I can’t control it.
The Seavo motherboards communicate differently via the serial port. Servers made from 01/2008 until 06/2009 (Seavo), along with Linux DVRs and those who purchased Seavo boards must select “Com Port 2” in your PTZ configuration screen. “Com Port 1” is selected by default, and needs to be changed. Quit and re-launch the software, and the controls should work. If Com Port 2 is not an option, you may use the included RS232 port adapter and select Com 1.
19) How to use an IP camera: http://edigitaldeals.com/manuals/d1IPcamsetup.pdf.
20) How to configure the e-Map on the Client NVR: http://edigitaldeals.com/manuals/d1NVRe-map_v630b.pdf.
21) Using v6.16b and under, there is only option to record to one hard drive. How can I record to more than one drive?
Either you can span multiple hard drives using Window’s Disk Management tool, or you can select the first drive alphabetically to which you wish to record, and the DVR software will automatically write to the next drive.
22) Camera does not communicate control in D1 software.
Some PTZ addresses start from 0, and some start from 1. For PTZs with addresses starting from 1, if you set a PTZ's address as 5 on the camera, then you should configure its address as 5 in the DVR software. For PTZs with addresses starting from 0 on the camera, you need to set its address as 4 in the software. If this still does not resolve your issue, ensure your positive and negative communication cables are plugged into the proper connectors on your RS485. Any changes that you make to a PTZ camera should be followed by a 30-second power cycle on the camera. Please call technical support with further questions: 1-877-DEALS-79 x2.
23) Can’t connect to an IP Camera (no video):
1. Login to IP Server (IP camera) by telnet command using DOS Prompt:
command format: telnet xxx.xxx.xxx.xxx(192.168.1.25)
username: xxxxx
password: xxxxx
2. Type command "PS";
3. Type command "rm /davinci/devCfg.bin" to delete configuration file of IP Server (IP camera)
4. Type command "reboot" to reboot IP Server (IP camera)
5. After rebooting, system will restore to default setting:
IP address:192.0.0.64
user name : admin
password : 12345
6. Use SADP software to detect this IP server (IP camera)'s IP address, then you can use SADP software to change it's IP address.
24) Can’t connect to IP Camera (red X in IE):
Clean ActiveX file:
1. Close IE
2. Go to c:\Windows\Downloaded Program Files (can be at the end of the list of folders if alphabetized)
3. Search for "HCNetVideoActiveX Control" file or "NewHCNetActiveX Control" file, and delete them.
4. Go to C:\Windows\system32\, and delete the following files if they are in that folder:
HCNetVideoActiveX.ocx，HCNetSDK.dll, playm4.dll, ShowHCRemCfgWnd.dll, RemoteCfgRes_CHI.dll, RemoteCfgRes_ENG.dll, RemoteCfgRes_TRAD.dll, newocx.ocx,langchg.dll
5. If using IE in 32-bit Windows Vista OS, when you open IE, right-click and select "Run as Administrator."
25) When installing the card in a 64-bit operating system with Version 6.62 or earlier, an error message appears:
Windows cannot verify the digital signature for the drivers required for this device. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source. (Code 52)
1) Uninstall all DVR Card Drivers in Device Manager.2) At the top of the Device Manager toolbar, there is an icon with a small computer and a magnifying glass on it. When hovering over the icon it should say Scan for new Hardware changes. Click it.3) Click on your taskbar4) If you’re running Windows Vista or 7 type cmd in the search box, and then in the results field right-click on CMD, and select "Run as Administrator." If you’re running Windows XP, click the run button then type cmd in the box, and press Enter.5) In the command prompt window type the following, then click Enter:BCDEDIT /SET TESTSIGNING ON
Then in the command prompt window type: exit, then click Enter.
6) Navigate your way to where the DVR folder is located: ...\Driver\D1-HC2, HC3 XP_2000, vista_win7 (64bit). Double-click on the DG40XXHC.cer to run the Certificate.7) Click "install certificate" at the bottom of the window that pops up to install a Root Certificate.8) Click Next on the Certificate Import Wizard.9) Select Automatically select the certificate store based on the type of certificate. Click Next, then Finish.10) Restart the computer.11) Install drivers. After you restart your computer there will be a watermark on your desktop background on the bottom right corner telling you it is in testing mode. This is normal and your DVR will function fine.
If you use a 2ch matrix card in the DVR, you can connect two external monitors or TVs, with each screen at 1 / 4 / 9 / 16 split windows, and you can assign any camera to display on any split-window. For example, you can output cams 1-16 on Monitor #1 (16-split-window), and at the same time, display cameras 1-9 (9 split-window) on Monitor #2. And you can define the video layout, for example, make camera 1 display on a 5-split window, and camera 2 display on a 1-split-window.
If you use a 4ch matrix card in the DVR, then you can connect up to 4 monitors, each with independently pre-defined video layouts. Kindly note that one camera can be displayed a maximum of twice only. It means if you display camera 1 on monitors #1 and #2, you cannot display this camera on monitors #3 and #4.
The advantage of using a Matrix Decoder (MD) card in the NVR is to help relieve the PC’s resources, which are being utilized to remotely software-decode the remote video. When you use the MD card in the NVR client PC, you should first install the driver of the MD card, then copy the license file (NewKey.dat) to the NVR client software's install directory (the default path is C:/Program Files/NVR Client/).
Afterward, enter the configuration menu of the NVR software by clicking the Settings icon. Then, after adding a server to the Server Connection list, you can opt to "use Matrix card" by selecting Enable from the drop-down in the System Setup menu toward the top of the Settings page. If you select CIF or D1 decode mode, the adjacent setup button can be used.
If you use a 2ch matrix card in the NVR, you can hardware-decode 2 channels at D1 resolution, or 4 channels at CIF resolution.
If you use a 4ch matrix card in the NVR, you can hardware-decode 4 channels at D1 resolution, or 8 channels at CIF resolution.
If you use two 4ch matrix cards in the NVR, you can hardware-decode 8 channels at D1 resolution, or 16 channels at CIF resolution. You cannot use more than two matrix cards per NVR.
For video output on the NVR:
- Using a 2ch matrix card will allow you to output a total of 4 cameras to one output, or 2 cameras to 2 outputs. You will not be able to use any other outputs.
- Using a 4ch matrix card will allow you to output a total of 8 cameras to one output, or 4 cameras to 2 outputs. You will not be able to use any other outputs.
If you keep the default setting for the matrix option, you will use your PC’s resources to software-decode the video and to record onto your PC’s hard drive(s).
- In order to record to your PC’s hard drive(s) remotely, you would first need to run Disk Management (version 7.30b and higher) to select and format your storage drives. WARNING: Do not format the drive on which your operating system or any other important files are installed. The format process will completely delete any selected drives.
- To disable recording, click Settings, Recording, click the 4-square “Not Record” button at the top, then select the entire day/time schedule by clicking one box in the far corner, and while holding down the left-click button, dragging the mouse over to the opposite corner. Then click Save.
