Support

FREQUENTLY
ASKED QUESTIONS

 

Here are some common questions
about our technology.

1. Why can’t I see my cameras remotely on my phone?
  1. Check if the network cable is plugged in on the network cards
  2. Check if somebody reset the Router.
  3. Verify that the external IP address hasn’t changed.
  4. Verify if the DDNS Service is updated with the latest External IP.
  5. Verify that you’re local IP address hasn’t changed.
2. Network connection is not stable.
  1. Network is not stable.
  2. IP address conflict.
  3. MAC address conflict.
  4. PC or DVR network card is not good.
3. What is my external IP?
  1. An external IP address is the address assigned to you by your Internet Service Provider. That is how the Internet and all other computers outside your local network can see you.
  2. You can find your External IP address using the link here.
4. What is the DVR application for the cellphones?
  1. Refer to our platform Applications list.
5. DVR keeps rebooting after it beeps.
  1. Change the Hard Drive.
  2. Verify the DVR Power Supply is working properly.
6. No Image after Installation?
  1. Check the monitor resolution versus the output resolution of the DVR/HVR/NVR.
  2. Check the connection of the power supply and make sure that the power led indicator is on.
  3. Check the Video Cable, verify that the cable has continuity of the signal.
7. Image interference after installation
  1. Check the amperage of the power supply.
  2. Check to see if on the cable route there’s an electromagnetic interference on the surroundings, use a video ground loop isolator.
8. The RS485 can´t control the on screen display (OSD) menu.
  1. Check the communication address, bound rate and the protocol are the same on both devices.
  2. Check the polarity of the cable Positive with positive.
  3. Verify if the cable data has a stable signal.
9. Camera image doesn’t switch into B/W at night?
  1. Check that the amperage of the power supply is enough for the cameras consumption, please refer to the user manual to verify the correct amperage.
  2. If the camera has an OSD feature, please open the menu to see if the Day/night option is in Auto Mode.
10. Camera image doesn’t switch into Color during the daylight?
  1. Check that the amperage of the power supply is enough for the cameras consumption, please refer to the user manual to verify the correct amperage.
  2. Check if the surrounding area of the camera location is too dark, for the sensor to detect daylight conditions.
11. Noise is very obvious at night with low illumination.
  1. Make sure AGC (Automatic Gain Control) option is on.
  2. Check that the amperage of the power supply is enough for the cameras consumption, please refer to the user manual to verify the correct amperage.
12. DVR does not boot up properly.
  1. Input power is not correct.
  2. Power connection is not correct.
  3. Power switch button is damaged.
  4. Program upgrade is incorrect.
  5. HDD malfunction or something wrong with HDD ribbon.
  6. Main board is damaged.
13. DVR automatically shuts down or stops running often
  1. Input voltage is not stable or it is too low. Check power supply.
  2. HDD malfunction or something wrong with the ribbon.
  3. Button power is not enough.
  4. Front video signal is not stable.
  5. Working environment is too harsh, too much dust.
  6. Hardware malfunction.
14. System cannot detect hard disk

There are following possibilities:

  1. HDD is damaged.
  2. HDD ribbon is damaged.
  3. HDD cable connection is loose.
  4. Main board SATA port is broken.
  5. Power supply not supplying sufficient voltage.
15. There is no video output whether it is in one-channel, multiple-channels or all-channel outputs.
  1. Program is not compatible. Please upgrade to the latest version.
  2. Brightness is 0. Please restore to factory default setup.
  3. There is no video input signal or it is too weak.
  4. Check privacy mask setup or your screen saver.
  5. DVR hardware malfunctions.
16. Cannot search local records
  1. HDD ribbon is damaged.
  2. HDD is damaged.
  3. Upgraded program is not compatible.
  4. The recorded file has been overwritten.
  5. Record function has been disabled.
17. Video is distorted when searching local records.
  1. Network is not stable.
  2. IP address conflict.
  3. MAC address conflict.
  4. PC or DVR network card is not good.
18. There is audio when using the monitor but there is no audio when video is played back.
  1. Setup is not correct. Please enable audio function on both main/substream.
  2. Corresponding channel has no video input. Playback is not continuous when the screen is blue.
19. Time display is not correct.
  1. Setup is not correct.
  2. Battery contact is not correct or voltage is too low.
  3. Crystal is broken.
  4. Battery is not good.
20. DVR cannot control PTZ.
  1. Back panel PTZ error.
  2. PTZ decoder setup, connection or installation is not correct.
  3. Cable connection is not correct.
  4. PTZ setup is not correct.
  5. PTZ decoder and DVR protocol is not compatible.
  6. PTZ decoder and DVR address is not compatible.
  7. The distance is too far.
21. Motion detection function does not work
  1. Period setup is not correct.
  2. Motion detection zone setup is not correct.
  3. Sensitivity is too low.
  4. For some versions, there is hardware limitations.
22. Burn error /USB back up error.
  1. Burner and DVR are in the same data cable.
  2. System uses too much CPU resources. Please stop recording first and then begin backup.
  3. Data amount exceeds backup device capacity. It may result in burner error.
  4. Backup device is not compatible.
  5. Backup device is damaged.
23. Keyboard cannot control DVR.
  1. DVR serial port setup is not correct.
  2. Address is not correct.
  3. When there are several switches, power supply is not enough.
  4. Transmission distance is too far.
24. Alarm signal cannot be disarmed.
  1. Alarm setup is not correct.
  2. Alarm output has been opened manually.
  3. Input device error or connection is not correct.
  4. Some program versions may have this problem. Please upgrade your system.
25. Alarm function is null.

There are following possibilities:

  1. Alarm setup is not correct.
  2. Alarm cable connection is not correct.
  3. Alarm input signal is not correct.
  4. There are two loops connected to one alarm device.
26. Remote control does not work.

There are following possibilities:

  1. Remote control address is not correct.
  2. Distance is too far or control angle is too narrow.
  3. Remote control battery power is low.
  4. Remote control is damaged or DVR front panel is damaged.
27. Cannot playback the downloaded file.
  1. File format not able to be read by viewing program.
  2. Recorded format needs to be converted to viewable format. EX. AVI,JPEG,DAV ect.
  3. Please contact your local service engineer and ask for the required player for the appropriate DVR.
28. Forget local menu operation password or network password.

Please contact your local service engineer or our sales person for help. We can guide you to solve this problem.

Advice

GESS Tecnologies Engineer

Count on professional advice on the installation of security systems

The GESS group of engineers is at your service for the acquisition, installation and maintenance of the security systems.