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1) How to uninstall and reinstall the software.
NOTE: all DVR settings will be lost. Download the latest applicable software version from http://edigitaldeals.net/index.php/downloads. Unzip the file. Exit the DVR Software. Go to Start > All Programs > DVR > Uninstall to remove your previous installation. Go to Start > Right-click My Computer > Properties. Click the "Hardware" tab, and click the "Device Manager" button. Click the "+" icon to the left of "Sound, video and game controllers." You'll see drivers with the word "edigitaldeals" included in their description. Right-click on each and choose "Uninstall." You'll be presented with a warning. Click "OK." Restart your computer. Shortly after Windows launches, a system a dialog box with of “Found new multimedia device” will display, followed by “Video Capture Device” window.. Click "Cancel." Note: You may have to click "Cancel" several times, depending on the number of channels on the DVR Cards installed on your system. Now, open the new DVR software you unzipped in the beginning. Inside, you should see a file called "help." Double-click it, and the instruction manual should appear. Click "DVR Software Installation" under the "Installing and Uninstalling DVR" header. Follow the instructions beginning with step number 6 (Ignore steps 1 through 5). The step-by-step video on youtube is also available.
2) There’s a vertical line on the right side of all of my video screens. How do I fix this?
Vertical lines on the right of each camera screen indicate an incorrect resolution setting in CONFIG > Video. Make sure the resolution is set to 640X480. Click “apply” then “ok.” Quit out of the DVR software, restart it.
3) When the software launches, all of the cameras are in black & white, with a bottom portion of the image appearing at the top.
This results from software corruption. Uninstall DVR Software, remove all drivers, and restart computer. When prompted to install Windows drivers or cancel, choose cancel. Then run the DVR Software Installer, and be sure not to SKIP driver installation during the process. Once finished, the user should be able to launch the software and view all cameras in color.
4) "Comm Failed" error.
Usually results from incompatible hardware, usually a video card. Try changing Show Mode to DirectDraw GEN or Direct3D. Try changing video cards, or try changing PCI slots.
5) Cannot backup in EDD .exe format.
EDD.exe format does not work properly. Use .DVR format.
6) When I set the Motion Detection “Record Duration” to less than 40 seconds, it always jumps back to 40 seconds. Why can’t I change this?
The MINIMUM duration for motion detection is 40 seconds. If you change to a value less than this, it will return to the default. However, you can change the duration to a value GREATER than 40 seconds with no problem.
7) Want to add or remove a DVR card from the system.
Uninstall DVR software; remove drivers from Device Manager’s “Sound, Video, and Game Controllers”; shut down computer; add/remove card, turn on power. Cancel when windows tries to install own drivers; run DVR software setup in folder. Ensure you install the proper software version and the proper software for the card, e.g. 16ch 120fps would not use a real-time installation package.
8) I forgot my password for my software.
First confirm some security info with the ORIGINAL BUYER over the phone so that we are not breaching any security with the buyer by digging up the user name and password. Record pw recovery in the db hot-notes.
Go to the C: drive, and there
will be a folder called "DVR." Inside of
the folder, you'll see a configuration file called "dvr." Open that
file, and you should see a heading in brackets that looks like this:
[PASSWORD]
Underneath that heading, you'll see a listing of all the usernames and
passwords associated with the DVR software. One will say
"administrator=" and underneath, it'll say "password=" .
If additional users and passwords were created, they'll be located
further down the list.
9) I can view the GUI, but just black windows for the cameras.
If they're getting black
windows, they have the wrong "show mode" selected
in the video tab. Tell them to click "Config," click the "Video" tab, and
they should see, among other things, "Show Mode." Without knowing what video
card they have, I can't tell which show mode they should select. Tell them to
try each one----select a show mode, then click apply to see if they get
video. If they don't, select another show mode, then click apply to see if
they get video. Repeat until the video shows up. The most compatible show mode
with good picture quality is DirectDraw GEN. When using Direct3D, the video
quality will suffer.
10) Software will install, but there is no video at all (no GUI, nothing).
They may have installed the D1 software instead of the EDD.
11) 32 Channel DVR will only display up to 24 of the 32 Cameras. When, on the main screen, I choose “32 Screens” from “Screen Modes,” all the cameras turn black.
o Usually results from an onboard video card being used with systems above 24 Channels. The solution would be to send the customer a PCI Express or AGP video card, bypassing the onboard video card, which isn’t powerful enough to consistently push so many screens of video.
o Can also be an incorrect installation of the software. Check the Sound, Video, and Game Controllers, try uninstalling and reinstalling the software.
12) Video Overlay error.
“Video Overlay” errors are caused by incompatible hardware, usually, an incompatible video card or motherboard. The only solution is to replace the incompatible hardware component with one that is compatible. Regarding newer DVR Cards (2007 and newer), practically all Intel-based hardware is compatible, as long as the CPU is a decent P3 or P4.
13) The installer keeps saying “No DVR Cards Found” or “No Hardware Found.” What’s wrong?
Several possible issues:
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 if the user has an incompatible motherboard/processor/video card combination. Verify that their computer meets our system requirements.
c. The other common problem is related to Gold EDD cards manufactured before May 2006. When customers reinstall software for these cards, quite often they install the WRONG software package. In these cases, the installer will show “No Hardware Found” during the installation process. This is because, for example, a customer with a 16 Channel 120fps DVR card has attempted to install software for an 8 Channel 240fps DVR card. Customers will also get this response if they try to download and install the latest EDD software from our website for use with these older cards. Customers who have installed the wrong version of the OLDER software simply need to uninstall both the software and the drivers, then install the correct version of the OLDER software (usually version 5.2 or 5.x). If customers with older cards have installed the LATEST EDD software from our website, they’ll probably have to reinstall Windows before reinstalling the correct version of the OLDER software for their system to recognize their DVR Card during the installation process because there are some registry settings that are improperly changed when the wrong software package is installed. If they reinstall windows, have them create a primary partition of 10GB, and to allocate the remainder of the drive for storage.
14) When I launch the software, I get an error message with the acronym “INIT” or “.dll” in it.
An “INIT” or “.dll” error usually indicates that the customer’s computer doesn’t meet our hardware requirements. In most cases, the conflict is an incompatible processor (AMD) or an incompatible video card (Nvidia brand or ATI card that isn’t on our compatibility list). The only way to fix this problem is to update the hardware to meet our requirements.
15) Video keeps dropping in and out on 1+ of the camera screens, and/or DVR software is crashing with possible DVRMain.exe errors.
This is almost ALWAYS the result of a faulty connection. Random freezes are usually the result of an intermittent video signal, or video “dropout.” If the video signal from any of the cameras connected to the system is interrupted, the system may freeze. Make sure all the Siamese cables are terminated properly, and that the dongles are securely connected to the DVR cards installed in the system. This should fix the problem. 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 customers a replacement at no cost during the first year after a purchase.
16) I can’t connect remotely to the DVR Software. What’s wrong?
Several possible factors:
a. Failed to change the http web server port to 80 or 9009 in the Network Tab within the DVR software.
c. Failed to check “Enable Network” in the Network Tab.
d. 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. The customer would need to speak with their ISP or IT Network Engineer in this case, as it is outside our scope of business to setup networks.
e. A faulty Ethernet cable connecting their DVR to their modem/router.
f. Attempted to connect wirelessly from the DVR Server to their router. They must use a wired connection for consistent video transmission.
g. Attempted to login remotely from a wireless connection. They must use a wired connection for consistent video transmission.
h. 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.
i. If their modem is also a router (meaning it has more than one LAN connection), the customer needs to speak with their ISP and obtain port forwarding instructions. Their ISP may be blocking certain ports.
j. Failed to type the public IP address of the server, followed by their port number [:9009] in the Internet Explorer address bar when attempting to access the DVR Server. This holds true when using the gateway IP for dynamic networks. If using a static IP, there is no need to follow up with the port number. Port 80 is default, so no need to follow up with that either.
k. Either not been made aware of, or failed to read the online manual we have available at http://download.edigitaldeals.com/eDigitalDeals_Manual.htm which explains how to set up remote access in detail.
l. Watch “Connecting to DVR Using a Public IP Address” (WANs) on youtube: http://www.youtube.com/watch?v=Uy7Z7KL5JRA.
m. Watch “Connecting to DVR Using a Private IP Address” (LANs) on youtube:
http://www.youtube.com/watch?v=vNhWAVyfOXw.
n. If using a Dynamic IP address, use a DDNS service such as www.no-ip.com, 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.
17) Remote login using IE is not working.
If using Vista, it does not always work. Vista is technically not compatible with these cards. Make sure they have all their Active-X controllers enabled in IE, tools, Internet Options, Security, Custom Level. Try disabling firewall in Anti-virus and/or Windows Firewall temporarily. They can configure exclusions in their firewalls for TCP ports 9000-9009 and 80. Open a new IE window and try it. Or have them try it using a PC running XP.
18) My EDD DVR Server simply WILL NOT RECORD. The green lights on the main screen are on, but when I go to the playback screen to view old footage, there’s nothing there.
Your secondary hard drive partition, usually drive: E, has dropped. You’ll need to speak with one of our PC technicians in order to get the partition to appear again.
19) Ghosting issue during live view.
a) Try uninstalling and reinstalling software.
b) Try changing video card.
c) Last resort change motherboard.
20) Ghosting issue during playback.
Try replacing video card. Use version 8.2.2.0 software for EDD.
1) I can connect to my DVR using Internet Explorer, but I cannot view it remotely. This usually happens when using two monitors at your client PC. You would need to disable the second monitor to view your cameras remotely using this DVR.
2) I am using the "Hexaplex" 120fps Standalone DVR. How can I view my cameras remotely on my iPhone? The iphone app is called MEye, and it can be downloaded for free at http://www.appstorehq.com/meye-iphone-73672/app.
3) I am using the "Pentaplex" 240fps Standalone DVR. How can I view my cameras remotely on my iPhone? The iphone app is called SuperCam, and it can be downloaded for free at http://www.appstorehq.com/supercam-iphone-42008/app. The server's port should be changed from 2000 to 5000.
