.

Step 1: Prepare for the Update

1. Check the Current Firmware Version:

2. Visit the Manufacturer’s Website:

.

Step 2: Backup Your Settings

1. Backup Configuration:

.

Step 3: Update the Firmware

1. Prepare a USB Drive:

2. Insert the USB Drive into the XVR:

3. Access the Firmware Update Menu:

4. Start the Firmware Update:

.

How to Update XVR Firmware A Comprehensive Guide

Step 4: Verify the Update

1. Check the Firmware Version:

2. Restore Configuration:

.

Troubleshooting Tips

1. Ensure Compatibility:

2. Stable Power Supply:

3. Follow Manufacturer Instructions:

4. Common Issues:

.

Conclusion

Regular firmware updates are vital for the smooth operation of your XVR, enhancing security features, and maintaining compatibility with new technologies. By following the steps outlined in this guide, you can confidently update your XVR firmware, ensuring your device remains up-to-date and fully functional. Always refer to your device’s manual for model-specific instructions and consult manufacturer support if you encounter any issues.

or alternative guide

Updating the firmware of your XVR (eXtended Video Recorder) is crucial for maintaining its performance, enhancing security features, and ensuring compatibility with new devices. Here is a step-by-step guide to help you update the firmware on your XVR device:

Step 1: Prepare for the Update

Step 2: Backup Your Settings

Step 3: Update the Firmware

Step 4: Verify the Update

Troubleshooting Tips

Conclusion

Regularly updating your XVR firmware ensures the device runs smoothly, maintains security, and supports new features or devices. Following the steps outlined in this guide will help you successfully update your XVR firmware with minimal hassle. Always refer to your device’s manual for specific instructions related to your model.

.

Unlimited Access Anywhere, Anytime

When you combine our “Blue Line” IP Cameras with one of our compatible IP camera network video recorders you can keep an eye on your assets no matter where you are. Take advantage of the free remote viewing app to view on your cell. Use the free software to view and control you cameras on your tablet, or computer. Stay connected and have peace of mind knowing you can monitor your cameras remotely, without any additional monthly fees.

LATEST FIRMWARE UPDATES FOR YOUR DEVICE

UPDATING YOUR SECURITY CAMERA FIRMWARE

Firmware Updates

In order to do a firmware update you must first identify the EXACT model number of your DVR or NVR unit. The model number can be found on the sticker located on the bottom or side of the unit. All CCTV Security Pros model numbers begin with the prefix “CSP” (Example, CSP-XXXX). Please match your model number to the list provided below. You will also need to locate your order confirmation email to determine when the unit was purchased. Once you have identified the correct model number and firmware please continue by following the instructions below.

Blue Line IP Camera Troubleshooting v2

Upgrading Your Firmware

Please identify the correct model from the list of firmware provided below.

Please select the appropriate link and download the .bin file. Once the download is completed copy the .bin file to a USB Flash/Thumb Drive. We suggest formatting your USB drive to FAT32 before attempting the update.

**Note : Units with Build Dates of 2013 or earlier may require you to rename the file to “update.bin” before launching the upgrade.

Once the .bin file has been transferred onto your drive you can insert the USB Drive into either of the two USB ports found on your unit. One can be found on the front panel and one can be found on the rear of the unit.

Once the drive is inserted into the unit go to the following menu:

Main Menu –> Setting –> System –> Upgrade. Click Start. Find and select the .bin file you transferred to the USB Drive and Click Start.

*NOTE – On select models you will need to go to:

Main Menu–> Info –> Version –> Upgrade

The unit will now begin upgrading to the latest Firmware Revision that is available for your device. Once completed the system will reboot. After the reboot we recommend doing the following:

1) Remove the USB Drive from your system.

2) Change your passwords on your “admin” account. For assistance in altering your password please follow this link: https://www.cctvsecuritypros.com/content/pdfs/password-account-settings.pdf

.

IMPORTANT: If you are having difficulty identifying the correct firmware please email us at support@cctvsecuritypros.com with your order number and unit model number.

User Account Locked

Your system will lock itself out when you or someone else has attempted to log into your DVR

with an incorrect user/password combination more than three times within 30 minutes

When this happens you have two options.

1. Wait 30 minutes after the last failed login attempt and try again.

2. Reboot the DVR by using the rear toggle switch or by unplugging.

When the unit powers back on try and login with the default username and passwords.

Username: admin

Password: admin

or

Username: 888888

Password: 888888

If neither of these passwords get you into your system you will need to email us at

Support@CCTVSecurityPros.com

and request a Master Password. Once we can confirm your

account we will happily be able to provide you with the correct login credentials.

Please have your Order Number or DVR/NVR Model Number when requesting a Master

Password.

*Note: The DVR/NVR Model Number can be found on the Bottom or Side of your system.

.

IP Camera Harness Repair

If your connector looks like the ones below, moisture has gotten into your RJ45 connector. The number one cause of premature IP camera failure has to do with improper weatherproofing techniques. If caught early enough a simple cotton swab and rubbing alcohol will clean that connector right up! You may need to resort to some heavier duty electrical contact cleaner if the cotton swab method does not work.

If all else fails and the connector is too far gone and cleaning it will not work, you will need to perform a harness repair.

.

In order to perform the repair you will need:

.

.

1 x RJ45 Crimp Tool1 x Male RJ45  1 x Female to Female RJ45

Connector

.

1 x Your choice of weatherproofing ( Weatherproof junction box or weatherproof Female to Female connection)

.

.

Start by removing the RJ45 end off of your IP cameras harness. Be sure

.

Strip back the outside insulation to expose the internal cables.

.

Organize the cables to match the pinout of the IP camera. Slide the organized cables into the connector and crimp. All CCTV Security Pros IP cameras will use this pinout.

Connect your Female to Female RJ45 connector to check your work, you should have a functioning IP camera now that its void of all corrision.

Now that the IP camera has been repaired we still need to weatherproof this connection. It is now more vulnerable than ever!

Consider using a weatherproof junction box to make your connections in, or perhaps a weatherproof Female to Female connector.

Remember that different coupling styles exist so make sure that you are informed about how to use the coupler before you start crimping wires.

Troubleshooting Steps 4/8/16 Channel

(Cannot Find the Network Host)

To solve the error, please verify that the camera is properly plugged into the back of the system. If you unplug and re-plug it back in this should verify it is connected physically.

If the issue continues go to Main Menu > Camera > Camera List and delete the camera with the red status from the bottom list and do a Device Search to verify the camera is showing up on the top list.

If the camera does not show up this means the cable is not connecting properly, which could either mean the camera is not getting power or isn’t transmitting data. The best way to determine whether it is an issue with the Camera or Cable is to bench test the camera on a known working cable.

If it does show up but it has a different IP Address, please confirm the IP Address is in the 10.1.1.1-255 range (This is the default range of the internal Switch).

If the camera is not within the correct IP range, then the camera could need to be modified on the top list to properly connect in which you would select the camera, hit modify, type in the camera’s username and password and set the IP address to DHCP to automatically obtain an IP or statically assign the camera an IP address to match your switch range and gateway.

If the camera is on the correct range, you should be able to add it to the bottom list and it will come up with Green or Red, If Red double check the error message on the live view on the system.

If the Error says Invalid Username or Password, go back to Settings > Camera > Camera List and modify the camera at the bottom of the list and type in the correct login information.

If the error says Cannot Find the Network Host, check the IP Address is in the correct range, if it is you need to verify your cable is good by testing the camera with another known good cable or testing on a short patch cable as the cable could be experiencing packet loss.

Make sure the cable is T568B Standard and is within 100 meters (328 feet.)

Night Vision Issues

When a camera goes into night vision mode, the infrared LEDs around the lens turn on. If the video signal at nighttime or in dark locations is washed out, foggy or you see “halos” on the screen it is because the infrared LEDs are reflecting back into the camera lens.

cameras LEDs to focalize on the mounting surface and greatly reduce the Infrared distance.

Adding 3rd Party Cameras to Blue Line NVR

We always recommend using Blue Line IP cameras with our Blue Line NVRs for the easiest and most complete experience possible. However, we understand that using 3rd Party Cameras can be beneficial in some applications. This guide will explain the basics of adding a 3rd Party IP camera into your Blue Line NVR.

Information you will need to add 3rd Party Cameras.

With your camera attached to one of the PoE ports on your NVR, you’ll navigate to the camera settings from the main menu.

A 3rd Party Camera normally will not add itself, so you will need to go into the Camera List and click on Search Device. If the camera is detected, you will be able to select it and click on the Modify IP button toward the middle of the screen.

When modifying the IP address of the camera the default IP range for the PoE ports on the NVR is

10.1.1.xxx so you’ll want to make sure the camera is on the same range.

You will need to know the camera’s password to change the IP Address. Once the IP is successfully changed it should update after clicking Search Device again

Check the box to the left of the camera and click Add. Most cameras will show up with the Manufacturer as ONVIF. If they do not and show up as red, you will need to click on the edit button on the camera and change the Manufacturer to match the camera’s manufacturer, or to ONVIF if the manufacturer of the camera is not listed.

While in the modify window you can also enter the password for the camera in the password field. Once that is completed you can click OK. After a few seconds the status should change to a green icon and then you should be able to see the camera’s live view. Please keep in mind that if the Error Message says Invalid Username or Password you may need to login to the camera from the Web and setup an Onvif User for the system to login with.

If the camera is still showing offline, setting the manufacturer to PELCO can sometimes resolve the issue.

Additional 3rd Party Camera Information

DVR/NVR Rebooting

If your DVR or NVR is rebooting by itself please read the guide below.

If your DVR or NVR is rebooting once a week this is completely normal. Our DVR and NVR systems are designed to reboot once a week (Tuesday at 2AM by default).

If your DVR or NVR is rebooting more frequently you first want to check the power source of the DVR or NVR.

Be sure you are using the correct Power Source that was included with the DVR or NVR. Below are the correct power adapter specs so you can identify the correct one.

NVRCUBE = 12V, 2.0Amp NVRWIFI = 12V, 2.0Amp

LITE Series DVR = 12V, 2.0Amp

Pro Series DVR = 12V, 5.0Amp

Pro Series NVR = 3 Prong Power Cord to Power Outlet Extreme Series DVR/NVR = 3 Prong Power Cord to Power Outlet

If you can confirm you are using the correct Power Adapter you may need to double check the outlet you are plugged into. Try an alternate outlet and eliminate any Battery Backup Power Supplies for test purposes.

If the power source is not causing the reboot cycle it could be related to the internal hard drive. To check this out please continue reading.

First you will need to Power Off the DVR. We suggest powering the system down from the Power Switch on the rear of the system or by simply unplugging the Power Cable.

Once the system has been powered down you will need to open up the system. Please see below to locate the screws that need to be removed.

NVRCUBE or NVRWIFI

There will be 4 Phillips head screws located on the bottom of the system. Once the screws are removed the top cover will lift off.

Lite Series DVR

There are 2 Phillips head screws located in the rear and 2 on the side of the DVR, 1 on each side. Once the screws are removed the top cover will lift off.

Pro Series DVR/NVR

There will be 4 Phillips head screws located on the rear of the system. Once the screws are removed the top cover will slide towards the rear and lift off.

Extreme Series DVR/NVR

There will be 2 Phillips head screws located on the rear of the system. Once the screws are removed the top cover will slide towards the rear and lift off.

Once the top cover has been removed it will expose the Hard Drive and its connections.

First we want to Unplug the Large Black Connector. Press down on the metal tab and pull the connector out of the Hard Drive.

Now we want to unplug the second smaller connector (Blue Cable) from both ends. Press down on the tab and remove from the Hard Drive as well as the System Board.

Once the connections have been disconnected. Plug them back in securely and listen for the metal tab to click. This will ensure a good connection in between the System Board and Hard Drive.

Note*

While you still have the system open, it might be a good idea to check the cooling fans for any dust or debris that could be stopping the fan from moving. This could cause the DVR or NVR to overheat.

Once the connections are tight, lets put the top cover back on. When the cover is back on you can proceed to power on the system. Once the system is powered on you will need to monitor the system and check if it is still rebooting.

Disconnecting The Internet

If the system is still rebooting you may want to disconnect it from your Router or Modem by unplugging the Ethernet cable in the rear. You will loose your remote viewing capabilities temporarily while unplugged but can help us diagnose the issue.

With the cable unplugged you may want to monitor the system closely to see if this has made any changes to the rebooting issue.

Disconnecting Cameras and Other Sources

Disconnecting cameras, alarms, extra monitors and microphones is the last thing we can try to solve your rebooting issues.

Cameras, monitors, and microphones mounted near high voltage could be causing your system to reboot by itself. If your system detects any incoming voltage or amperage coming into the rear inputs the system will shut down to protect itself from damage.

Leave your main Display Monitor and Power Source connected. Disconnect one input at a time to see if it makes a change in your reboot cycle. If you notice a change in the rebooting you can single it out by using this method of elimination.

How to Download and Prepare Firmware

Description

This guide will show how to download and prepare the firmware file for a Dahua device.

Firmware files for Dahua devices can be found at Firmware by Device or the specific product page for the device

Firmware is typical provided in a ZIP file, a compressed file format

This file will contain the actual firmware file, which needs to be extracted from the ZIP file in preparation for the upgrade

Prerequisites

• Computer with internet access (to download firmware file)

• Dahua device

Video Instructions

Step by Step Instructions

Confirm the Model and current firmware of Dahua device

1. Enter the IP of the device into a browser

At the Web Login

Enter the Username and Password

Click Login

2. Click Info

3. Click Version

The Device Type will be displayed

The current System Version will be displayed

Download the firmware file for device from DahuaWiki

4. In a browser go to DahuaWiki.com

Under Specifications, Firmware, & Manuals

Click the device type (in this example Recorder)

5. Enter the device model into the field

6. The results will be filtered

7. Click the firmware icon to download the firmware file

8. The file will download

Extract the firmware file to local computer

9. Right click the Start Menu / Windows icon in the bottom left of the screen

Select File Explorer

10. Select Desktop

11. Click Home

Then click New folder to create a new folder to extract the contents of the firmware zip file

12. Find the created folder in the list, double click to open

13. Under the Downloads window of the browser, click ‘Show in folder’

A new File Explorer window should open containing the directory the firmware zip was downloaded to

Locate the file in the list

14. Right click

Select Cut

15. Select the window with the new directory

Right click in the window

Select Paste

The folder will appear in the directory

16. Right click the file

17. The contents of the zip file will appear in a new window

18. Click to select all files in the folder

Drag and drop the files to the created folder

The files will appear in the directory

The firmware file will appear in the directory ready to use

How to Reset Device to Factory Default

Latest Dahua firmwares 2024

Step by Step Instructions

1. From Live View

Right click select Main Menu

2. Under Setting

Click System

3. Click Default

4. Click Factory Reset

5. A prompt will appear to confirm the factory default

Click Yes

6. The unit will default and reboot

7. When the device has booted back up it will be factory reset and is now ready for device initialization

SystemUI New

Step by Step Instructions

1. From Live View

Right click, select Main Menu

2. Click Operation

3. Click System Maintain

4. Click Default

5. Click Factory Default

6. A prompt will appear to confirm the factory default

Click OK

7. The NVR will default and reboot itself

8. The unit will boot back up

9. The device has been factory reset and is now ready for device initialization

WebUI Old

Step by Step Instructions

1. Enter the IP of the device into a browser

At the Web Login

Enter the Username and Password

Click Login

2. Click Setup

3. Click System

4. Click Default

5. Click Factory Reset

6. A prompt will appear to confirm the Factory Reset

The unit will reboot and is now ready for device initialization

WebUI New

Step by Step Instructions

1. Enter the IP of the device into a browser

At the Web Login

Enter the Username and Password

Click Login

2. Click Setup

3. Click System

4. Click Default

5. Click Factory Reset

6. A prompt will appear to confirm the factory default

Click Yes

The unit will reboot and is now ready for device initialization

Firmware Update via USB Drive

Description

This page will show you how to update the firmware of your Dahua device via a USB drive at the recorder

Note: All devices should be “Factory Reset” once the firmware update is complete.

Prerequisites

• Dahua device

• USB drive with the firmware file for the device – Firmware by Device

SystemUI Old

Prerequisites

• USB Drive 1GB or more

• The proper firmware file for the device

• Physical access to the recording device

• A computer to load the firmware files onto the USB

Video Instructions

Step by Step Instructions

1. Download Firmware and copy to USB such as a flash drive ➞ Insert USB into recorders USB port.

2. It will prompt for option to upgrade, Click System upgrade ➞ Click Start.

3. Browse for firmware ➞ Open firmware folder is in ➞ Select Bin File ➞ Click Start. Device will reboot once finished.

SystemUI New

Prerequisites

• USB Drive 1GB or more

• The proper firmware file for the device

• Physical access to the recording device

• A computer to load the firmware files onto the USB

Video Instructions

Step by Step Instructions

USB drive with Firmware file should be plugged into USB slot on recorder

1. From the Main Menu, click Operation

2. Click System Maintain > Upgrade

3. Click the System Upgrade in the middle of the page.

4. Select the Firmware file from the list

Click OK

5. The firmware update will begin.

Make sure to not unplug the power during this process.

6. The NVR will reboot as the final step of the process

Firmware Update via WebUI

Description

This page will show you how to update the firmware of your Dahua device via the WebUI

Note: All devices should be “Factory Reset” once the firmware update is complete.

Prerequisites

• Dahua device with network connection

• Local Windows computer

• Firmware file for device downloaded to computer – Firmware by Device

Instructions

WebUI Old

Prerequisites

• Computer

• Internet

• Compatible Browser (Internet Explorer)

• NVR/HCVR/IPC

Video Instructions

Step by Step Instructions

Step 1: From IE(Internet Explorer) type in the devices IP address on the IE address bar → login with credentials.

Step2: Setup → System → Upgrade

Step 3: Click on “Browse” → Select correct firmware

• Click on “Upgrade”

• Device will reboot after upgrade is finished.

USB firmware Upgrade via web.

If firmware is on USB Device → Click on browse → Navigate to USB location → Select firmware → Open → Upgrade.

WebUI New

Prerequisites

• Dahua device with network connection

• Local windows computer

• Firmware file for device downloaded to computer

Video Instructions

Step by Step Instructions

1. Enter the IP of the device into a browser

At the Web Login

Enter the Username and Password

Click Login

2. Click Operation

3. Click System Maintain

4. Click Upgrade

5. Click Browser

6. Locate the firmware file

Click Open

7. Click Upgrade to begin the update process

8. A message will appear to confirm the upgrade process

9. When the upgrade is complete the device will reboot

Firmware Update via SmartPSS

Description

This page will show you how to update the firmware of your Dahua device via SmartPSS

Note: All devices should be “Factory Reset” once the firmware update is complete.

Prerequisites

• SmartPSS installed

• Device added to SmartPSS

• Firmware file downloaded to computer – Firmware by Device

Instructions

SmartPSS 2.002

Prerequisites

• SmartPSS installed

• Dahua device added to SmartPSS

• Firmware file for device downloaded to computer – Firmware by Device

Video Instructions

Step by Step Instructions

1. From the Main Page of SmartPSS

Click Device CFG

2. Click to select the device from the device tree on the left side of the screen

3. Click Upgrade

4. Click the folder icon

5. Locate the firmware file

Click Open

6. Click Firmware Upgrade to begin the firmware update process

7. A prompt will appear to confirm the upgrade process

8. A prompt will appear to confirm a successful upgrade

Firmware Upgrade via ConfigTool

Description

This page will show you how to upgrade the firmware of your Dahua device via ConfigTool

Note: All devices should be “Factory Reset” once the firmware update is complete.

Prerequisites

• Dahua device(s) with network connection(s)

• ConfigTool installed on a local computer

• Firmware file for device(s) downloaded to computer – Firmware by Device

Step by Step Instructions

Single Device Upgrade

1. Open ConfigTool and click on Search Setting at the top

2. Check the boxes for both Current Segment Search and Other Segment Search.
Enter the IP range for the device you are looking for in Start IP and End IP.
Enter the login information for that device in Username and Password.
Then click OK at the bottom

3. Click on Device Upgrade on the left.
Find the device you want to upgrade in the list and click on the Folder icon next to it under the Upgrade File Path column

4. Use the file explorer to find the firmware file on your computer and select it.
Then click on Open

5. Verify the file path is listed next to the device in the list.
Then click on the Upgrade icon to the right of the device in the Operate column

6. Click on OK

7. The progress bar will fill up as the device is upgraded

8. Once the device has been successfully upgraded you will see a Green Check Mark next to it in the list

Batch Device Upgrade

1. Open ConfigTool and click on Search Setting at the top

2. Check the boxes for both Current Segment Search and Other Segment Search.
Enter the IP range for the devices you are looking for in Start IP and End IP.
Enter the login information for those devices in Username and Password.
Then click OK at the bottom

3. Click on Device Upgrade on the left.
Find the devices you want to upgrade in the list and check the boxes next to them. (Make sure all devices you check require the same firmware.)
Then click on Batch Upgrade at the top

4. Click on OK

5. Click on Browse

6. Use the file explorer to find the firmware file on your computer and select it.
Then click on Open

7. Click OK at the bottom

8. The progress bars will fill up as the devices are upgraded

9. Once the devices have been successfully upgraded you will see Green Check Marks next to them in the list

Recorder Firmware Update via Online

Description

This page will show you how to update your Dahua Recorder online.

Note: All devices should be “Factory Reset” once the firmware update is complete.

When the NVR detects there is a newer firmware in the server, a ‘1′ icon will appear at the System icon.

The entire process takes about 5 minutes depending on network connection.

Prerequisites

• Dahua device that supports online update

• Internet connection to Dahua device

Instructions

SystemUI

Prerequisites

• Dahua device with internet connection

Video Instructions

Step by Step Instructions

1. From Live View

Right click, select Main Menu

2. Click Operation

3. Click System Maintain

4. The upgrade menu will show if a new firmware version is available

5. Click Upgrade Now to begin the update process

6. A prompt will appear to confirm that Surveillance will be paused during the upgrade process

Click OK

7. The firmware file will begin to download

8. After the download is complete the unit will automatically begin the firmware upgrade

9. The unit will reboot as the final step of the upgrade

10. Once the firmware update is complete the unit will reboot. A factory default is recommended after a firmware update

From Live View, right click Select Main Menu

11. Click Operation

12. Click System Maintain

13. Click Default

14. Click Factory Default

15. A prompt will appear to confirm the factory default

Click OK

16. The unit will reboot

17. When the unit boots back up it will be factory defaulted and ready for the Device Initialization process

WebUI

Prerequisites

• Dahua device with internet connection

• Local Windows computer

Video Instructions

Step by Step Instructions

1. Enter the IP of the device into a browser

At the Web Login

Enter the Username and Password

Click Login

2. Click Operation

3. Click System Maintain

4. Click Upgrade

5. The upgrade menu will show if a new firmware version is available

6. Click Upgrade Now

7. A prompt will appear to confirm that Surveillance will be paused during the upgrade process

Click OK

8. The firmware file will begin to download

9. After the download is complete the unit will automatically begin the firmware upgrade

10. Once the firmware update is complete the unit will reboot. A factory default is recommended after a firmware update

Enter the IP of the device into a browser

At the Web Login

Enter the Username and Password

Click Login

12. Click Operation

13. Click System Maintain

14. Click Default

Click Factory Default

15. A prompt will appear to confirm the factory default

Click OK

The unit will factory default and reboot

When the unit boots back up it will be factory defaulted and ready for the Device Initialization process

Index of /Firmware

.

.

The NVR features embedded 16x 802.3 at/af PoE ports to provide users easy and convenient IP camera installation, and also supports remote and mobile access via VIVOCloud and iViewer apps for both iOS and Android devices. The VIVOCloud app provides instant push notification and direct video playback functions when triggered by an alarm notification and provides users a flexible and intelligent NVR for seamless use in small to medium sized video surveillance applications.

Highlight Feature

.

New Web UI Available for Plug-in Free Browser

Actively adopting current trends and simultaneously protecting your cybersecurity, VIVOTEK’s new web UI supports Chrome browsers without the need for web plugins. It lets users login and operate with ease, and solves issues related to system administrator authority, safety risks, browser, and OS updates. Furthermore, it now supports H.265 technology meaning that users can attain higher and more efficient image compression rates than previous H.264 systems while maintaining high image quality.

More

Smart VCA Event Search

The NVR supports alarm management and event search of VIVOTEK’s deep-learning video analytics technology, Smart VCA. The user can search by single or multiple event types, playback triggered events and then export these search results to video clips.

.

PoE Management

Allow users to quickly troubleshoot problems and monitor power use for better operation. When overloaded, some PoE ports will auto power-off until system power is falls below the threshold for system protection.

Integration with Genetec Security Center

VIVOTEK NVR’s are not only fully integrated with our own VMS software – VAST 2, now they are also able to connect with Genetec Security Center via ONVIF, offering various functions including NVR search & add, video/audio display, video streaming configuration, edge playback, and NVR firmware upgrades. With the connection to Genetec Security Center, reliable video surveillance solutions can be delivered to address small, medium, and large surveillance implementations.

Customer Support

Customer support allows VIVOTEK technical support to rapidly debug your NVR, users only need to export logs by pressing one key and providing the logs to the technical support team to get customer support.
In addition, you can get an access ID while connected to the internet. By keeping the remote access button on and providing the access ID to the technical support team, we can remote access your NVR to analyze the cause of errors and then debug it.

Better Video Quality with Lower Bandwidth

With H.265 standard and VIVOTEK’s Smart Stream technology, VIVOTEK NVR is not only able to provide the high quality video, also save the usage of network bandwidth and recording capacity more than regular H.264 standard.

4K IP Camera Video Input and 4K Local Video Output

Supporting 4K IP camera video input and 4K local video output, VIVOTEK’s NVR can provide users extra high definition video resolution ensuring they will never miss a single detail in both video monitoring and recording.

VIVOCloud App & Portal for 24/7 Viewing

The free VIVOCloud app makes surveillance lightweight and portable, ensuring efficient operation. The latest P2P technology makes remote access even more convenient, by simply scanning the QR-code and installing the app, users can view live streams and play recorded clips with the intuitive interface anytime, anywhere. Armed with the Push Notification function, users will directly get an alert message on their Android/iOS mobile device and directly playback the video to check for any suspicious activity.

Vivotek NVR Linux based user guide

Read Also : Vivotek firmware DVR NVR IPC Software download

.

What information of the ND/NV-Series NVR should I provide to contact technical support for help?

Please provide the following information while contacting technical support for help:

We might need the following information, but they are not compulsory:

[Linux-based NVRs] How to upgrade the ND-series NVR?

Enhancing the functionality and security of your ND/NV-Series NVR is crucial, and firmware upgrades play a pivotal role in this process. Please follow the steps below to upgrade the ND/NV-Series NVR:

Before starting the upgrade, it’s recommended to back up your current settings and data to prevent any potential loss.

Step 1. Search for your NVR model on the VIVOTEK official website: https://www.vivotek.com/.

Step 2. Click on the webpage of your specific NVR model.

Step 3. Select ‘Downloads’ to find and download the latest firmware version (for example, ND9425P, as shown in the picture).

Step 4. After downloading, unzip the file to find a .img file.

Step 5. To update the firmware, access the NVR and import the .img file via Settings > System > Maintenance > Update Firmware.

There are two ways to access the NVR: via a Web console or a Local console. Please choose the appropriate method for accessing your NVR.

Web console

Navigate to Settings > System > Maintenance > Update Firmware and follow the previously mentioned steps.

Local console

Firstly, place the .img file on a USB drive and insert it into the NVR.

Then, access the system settings by clicking on the gear icon in the local view.

Once in the ‘Settings’ interface, go to System > Maintenance > Update firmware and proceed as described earlier.  

How to export debug logs and enable remote access function from ND-Series NVR(Linux-based)?

Starts from firmware version v4.1 of ND/NV-Series NVR, VIVOTEK add remote access function on the customer support page.

Please follow the step below to export debug logs and enable remote access* function to get access ID:

There are two ways to access the NVR, please choose which one you access to NVR. 

Web console.

Local console.

Note 1:
1.Remember to provide MAC address of ND-Series NVR at the same time when providing the access ID.
2. Remote access has 14 days validity.

Note 2:
* Important Notice *
The ND9213P, ND9323P and ND9425P NVR remote access service for customer support will be temporarily stopped starting from Feb. 7th, 2022 until the middle of April, 2022 due to service maintenance and firmware tunning. After the proper changes have been done in the cloud platform and the firmware, VIVOTEK will release an statement informing the new NVR firmware v4.1 release and will resume the remote services for those specific models.
For ND9441. ND9541, ND9441P, ND9541P, ND9322P, ND9424P, ND9322P-v2 and ND9424P-v2, remote cloud service will NOT be supported. 

Web console.

• Go to setting>System>Customer support page
(A). Export debug logs.
(B). Enable remote access.(OFF->ON)
(C). Cope Access ID.

Local console.

• Go to setting>System>Customer support page
(A). Export debug logs.
(B). Enable remote access.(OFF->ON)
(C). Cope Access ID.

How to export the backup/configuration file of the ND/NV-Series NVR(Linux-based)?

The NVR backup file contains the device configuration files, usually this file is exported as a security measure in case the device needs to be reset to defaults and then be restored with a predetermined configuration or previous configuration. This file can also be used by VIVOTEK Technical Support in case they require to reproduce an issue (using the same configuration parameters). In order to export the backup file of the ND/NV-Series NVR please follow the next guide:

Chose your interface:
There are two ways to access the NVR, please choose which one you access to NVR. 

Note: If you are planning to provide the configuration file to Technical Support for analysis/troubleshooting please remember to provide the password of the admin account as well.
.

Web console:

Step 1. Using a browser, access the NVR using the username and password.

Step 2. Click on the gear icon to access the NVR configuration page.

Step 3. Click on the “System” tab and select “Maintenance”.

Step 4. In the “Maintenance” interface click on the “Backup” button to export the backup/configuration file of the NVR. 

Step 5.When the download promp appears, click on “Save” to save the backup file to the computer.

Step 6.Be sure that the file was correctly stored.

.

Local console:

Step 1. Prepare and insert the USB into the NVR USB port. You can use either the back panel USB and frontal panel USB ports (if any) to extract the files. 

Step 2. In the Live View interface, click on the gear icon to access the device configuration page. 

Step 3. Go to the system tab, select the maintenance section and click on the “Backup” button to copy the configuration file in the USB. 

How to know the MAC address, model name, firmware version and device pack version of the ND/NV-Series NVR(Linux-based)?

Please follow the steps below to check the MAC address, model name, firmware version, and device pack version of the ND/NV-Series NVR:

There are two ways to access the NVR, please choose which one you access to NVR. 

Web console.

Local console.

Web console.

1.MAC Address:
Please open the Shepherd on your PC to find the MAC address of NVR.
(Refer to How to get camera list with camera model name, firmware version and MAC addresses via Shepherd?)

2.Model name, Firmware version and Device pack version:
Go to setting>Information>Information

.

Local console.

1.MAC Address:
Please find the MAC label on the top of cover or bottom cover of ND/NV-Series NVR.
If there are 2 MACs on the MAC label, please provide us 2 MACs.

2.Model name, Firmware version and Device pack version:
Go to setting>Information>Information

How to get camera list with camera model name, firmware version and MAC addresses via Shepherd?

Question

How to get camera list with camera model name, firmware version and MAC addresses via Shepherd?

Answer

.

Download the Alibi Firmware Upgrade Instructions for detailed information.

All available software and firmware downloads can be found on the Alibi Downloads Page.

Alibi Recorder Firmware

Read Next  :

• Vivotek firmware DVR NVR IPC Software download
• GW Security XVR NVR Firmware Software Download
• KBVISION XVR Firmware

Alibi Vigilant Network Video Recorder Firmware

Looking for firmware? Find the latest firmware downloads, release notes and firmware instructions for current and discontinued Alibi Vigilant Recorders in the following table.

NVR-B3111 Firmware for the following Alibi Vigilant recorder models.

ALI-NR320P-8
ALI-NR640P-16

NVR-B3601 Firmware for the following Alibi Vigilant recorder models.

ALI-NR040F-1
ALI-NR080F-1
ALI-NR160F-2
ALI-NR160P-4
ALI-NR320P-4

NVR-B3613 Firmware for the following Alibi Vigilant recorder models.

ALI-NR041F-1

NVR-B3112 Firmware for the following Alibi Vigilant recorder models.

ALI-NR081F-2
ALI-NR161F-2
ALI-NR161P-4
ALI-NR321P-4

NVR-B5301 Firmware for the following Alibi Vigilant recorder models.

ALI-NR321P-8
ALI-NR640P-8

NVR-B5101 Firmware for the following Alibi Vigilant recorder models.

ALI-NR1280X-16

B3506 Firmware for the following Alibi Vigilant recorder models.

ALI-HR161F-2

B3502 Firmware for the following Alibi Vigilant recorder models.

ALI-HR160F-1

B3503 Firmware for the following Alibi Vigilant recorder models.

ALI-HR040F-1

B3519 Firmware for the following Alibi Vigilant recorder models.

ALI-HR042F-1

B3503 Firmware for the following Alibi Vigilant recorder models.

ALI-HR080F-1

B3516 Firmware for the following Alibi Vigilant recorder model.

ALI-HR081F-1

B3520 Firmware for the following Alibi Vigilant recorder models.

ALI-HR082F-1

B3511 Firmware for the following Alibi Vigilant recorder models.

ALI-HR162F-1

B3507 Firmware for the following Alibi Vigilant recorder models.

ALI-HR162F-2

B3518 Firmware for the following Alibi Vigilant recorder models.

ALI-HR163F-1

Camera Site Features

Verkada sites have several features that make managing and viewing the devices in a site easier. This article details the features available for camera sites.

Read Next :

• How To Use Femii Security Cameras
• How to Add Cameras to Google Home
• How to Add Cameras to Amazon Alexa

Note: These options are only available to users with Site Admin permissions

Steps

1. Select the Cameras button from the All Products menu

2. Hover over a site until the ellipsis ⋮ appear next to the site name

3. Select the ellipsis ⋮ to view the site options

This menu has the following options:

• Add a Floorplan

  • Floor plans are a great way to plan and visualize your Verkada system. They can also be useful for a myriad of reasons, from historical activity hotspots to active motion detection.

• Reorder Cameras

  • The reorder cameras feature allows users to change the order in which they see the cameras. This feature is helpful as it allows the user to prioritize the feeds they want to see in a specific order.

• View as Grid

  • This feature displays all the cameras in the site as a grid.

• View Site Stats

  • View trends of data usage for cameras at the site and individual level

• Share Site

  • You can share cameras in bulk to give people temporary access to a site, sub-site, or specific floor plan.

• Add Devices to Site

  • This feature allows a user to quickly add a device to a site with the site name already configured.

     

   

Enabling Wi-Fi on Supported Verkada Cameras

Verkada CD61, CD61-E, CB61-E, CB61-TE, CM61, and D50W models support Wi-Fi. This article covers the process of enabling and using Wi-Fi.

In order to enable and use Wi-Fi on Verkada cameras, a few conditions must be met:

1. The camera model must be one of the following models:

   1. CD61

   2. CD61-E

   3. CB61-E

   4. CB61-TE

   5. CM61

   6. D50W

2. Wi-Fi must be enabled at the organization level. Contact Verkada Support to enable this if it is not already enabled. Verkada Support will only need a support token to perform this action, and you can generate one using this article for reference.

3. The Verkada camera must be connected to an Ethernet network and must be online to receive the Wi-Fi configuration. It is possible to enable Wi-Fi and configure your SSID and password if the device is offline, but it will need to connect to a wired network to pull this new configuration.

First, navigate to the camera’s settings by clicking the gear icon on the camera’s live feed page.

 

Next, click Device to navigate to the Wi-Fi option, and click Configure.

 

Finally, toggle on Enable camera Wi-Fi, select your wireless network, and enter your password to connect the camera. Click Connect once you’re ready to save.

 

Now you’re done! The camera will retain this configuration on reboot. You can confirm which connection is in use via the checkbox.

 

Note: If the SSID or password changes for the Wi-Fi network, you must pre-configure the new Wi-Fi network on the camera or use a wired network to re-configure the camera. If the camera is offline, it will not pull a new wireless configuration.

Low Bandwidth Mode

Reduce network utilization for your cameras

Verkada camera architecture is optimized to provide organizations with the best user experience with minimum bandwidth usage. In normal operation, Verkada cameras consume as low as 20-50 Kbps upload bandwidth depending on the camera model and features enabled. However, there are cases where Verkada cameras need to be deployed in extremely bandwidth constrained environments, such as remote locations, mobile deployments or sites with high camera densities.

For such deployments, we offer Low Bandwidth Mode that further reduces the resting bandwidth consumed by Verkada cameras by up to 75% and streaming bandwidth by up to 33% with a slight decrease in video quality and video scrubbing experience. Low Bandwidth Model enables customers to run their day to day security operations and incident response use cases without downtime, loss in productivity or overwhelming existing mission critical workloads. Low Bandwidth Mode is available for all Verkada cameras and can be enabled from Command for a single camera or in bulk for multiple cameras at the same time.

 

What features contribute to internet bandwidth consumption

Video streaming: remote video streaming (live or historical) constitutes the bulk of internet bandwidth consumption, with standard quality consuming 300-600 Kbps and high quality video consuming 1500-3000 Kbps of internet bandwidth depending on camera model and mode (live video vs historical playback). Details of bandwidth consumed by different camera models can be found here. Special notes:

• Remote playback of video consumes upload bandwidth on the camera’s network but consumes download bandwidth on the client’s network.

• If the client and camera are on the same network local video flows directly from the camera to the client and does not consume any internet bandwidth. Learn more about local streaming in this Knowledge Base article.

• If cloud backup has been enabled then the video upload to the cloud consumes upload bandwidth on the camera’s network. If the requested video is present in the cloud, the video flows directly from the cloud to the client, so no additional bandwidth is consumed for historical playback.

Resting bandwidth: Verkada cameras upload thumbnails once every 20 seconds. However, if the camera sees any motion in the 20 second interval, the camera uploads an additional thumbnail to capture the motion event. So, during active hours Verkada cameras send 2 thumbnails every 20 seconds.

In addition to thumbnails, cameras upload camera health metrics, and video metadata throughout the day. The thumbnails are used to deliver a smooth video scrubbing experience on the single cameras page and history player. The camera health metrics are used to monitor the health of the camera and ensure it is behaving as expected. The metadata helps with smooth video streaming and playback experience. Note that:

• Thumbnails constitute the majority of upload bandwidth

• People analytics, vehicle analytics, and timelapse features consume additional internet bandwidth.

• Timelapse needs high-resolution JPEG images to be periodically sent to the Verkada cloud and consumes additional bandwidth

 

How does Low Bandwidth Mode reduce the bandwidth consumed

Video streaming bandwidth:

Low Bandwidth Mode reduces the high quality video bitrates on 4K cameras (CD61, CD61-E, CD62, CD62-E, CB61-E, CB61-TE, CM61) and fisheye camera (CF81-E) from 3 Mbps to 2 Mbps that allows more video streams to play with minimal loss in video quality.

 

Note: The cloud backup feature cannot be used if the camera is operating in low bandwidth mode

 

Resting bandwidth:

Under Low Bandwidth Mode, non-motion thumbnails are uploaded only once every 5 minutes. Motion thumbnails are still uploaded at most once every 20 seconds if the camera sees motion during the 20 second interval. In addition to thumbnail upload frequency, thumbnail quality and size are also reduced to minimize thumbnail size.

 

Note:

1. The timelapse feature cannot be used if the camera is operating in low bandwidth mode.

2. When Low Bandwidth Mode is enabled for a camera any older or cached thumbnails stored on the camera are deleted and only new thumbnails from that point onwards are uploaded to the cloud.

 

Enabling Low Bandwidth Mode

Low Bandwidth Mode is available for all cameras and can be enabled at an individual camera level or in bulk for multiple cameras at the same time.

 

Enabling it for a single camera

The feature can be toggled on from the camera settings menu.

 

 

 

Enabling it for multiple cameras

From the Devices page, select all cameras that need Low Bandwidth Mode and click on Edit Settings in the top left-hand corner.

 

Permissions

Only Org Admins or Site Admins can enable or disable Low Bandwidth Mode.

Configuring License Plate Recognition

This guide goes over how to configure the LPR feature on the bullet series cameras

Our bullet series cameras can perform license plate recognition. This guide will take you through the requirements and steps to ensure LPR delivers the best results. For a more detailed explanation of how LPR works navigate to this guide.

 

Note: You must be an organization admin to enable LPR Mode.

 

Note: After enabling LPR mode on a camera and configuring it, it will take up to 5 minutes for results to populate.

 

Installing the LPR camera

Before installing your LPR Camera, there are a few considerations to keep in mind for the best results.

1. Lane Monitoring

   • The CB51 & CB61 cameras should be positioned to face a single lane of traffic for vehicles traveling 20 MPH or less, such as an entrance or drive-thru.

   • The CB52 cameras can be positioned to face a single lane of traffic for vehicles traveling 80 mph / 128 kph

   • The CB62 cameras can be positioned to face multiple lanes of traffic for vehicles traveling 80 mph / 128 kph

      

2. Optimal Plate Detection

   • To ensure optimal license plate detection with the CB51-E & CB61-E cameras, it is recommended that vehicles be within 60ft / 18m of the camera.

   • To ensure optimal license plate detection with the CB52-TE & CB62-TE cameras, it is recommended that vehicles be within 115ft / 35m of the camera. However, it is possible to detect license plate details from up to 164ft / 50m away or further.

   • To ensure optimal license plate detection with the CB52-E & CB62-E cameras, it is recommended that vehicles be within 46ft / 14m of the camera. However, it is possible to detect license plate details from up to 66ft / 20m away or further.

      

3. Proper Positioning Improves Accuracy

   • The CB51 & CB61 cameras should be positioned no more than 20º horizontally and/or 40º vertically from the location of the license plate.

   • The CB52 & CB62 cameras should be positioned less than 30° vertically or horizontally from the location of the license plate. It is acceptable to have a larger angle for lower speeds (e.g. 45° for parking lot deployments) and recommended to have a smaller angle for fast speeds (e.g. 15° for highway deployments). The camera may still be able to capture adequate images outside of these angles, but with a lesser degree of accuracy.

      

4. Lighting

   If the area where license plates will be captured is far away and not well lit, it is strongly recommended to use an external IR illuminator to improve the visibility of the license plates.

Enabling LPR on a camera

Note: You must be an organization admin to enable LPR Mode.

 

To enable LPR Mode

1. Navigate to the designated LPR Camera

2. Select Settings

3. Select Analytics

4. Next to License Plate Recognition (LPR) Mode select Enable

Once LPR has been enabled the camera will go through a firmware update which may take five minutes or more to finish.

 

Configuring the LPR camera

Once LPR mode has been enabled on a camera follow the prompts to complete the setup.

1. Ensure that the camera image is set to the recommended mounting angles then click Next.

2. Configure the Optical Zoom so that the passing vehicle takes up more than half of the frame. Use Auto Focus or Manual Focus if the image becomes blurry after using the Optical Zoom then click Next.

3. Click and drag a region of interest over the area that license plates will pass through then click Next. The selected area must be less than half of the entire frame.

4. Optional: Add a context camera to capture the scene for the full view of vehicle events then click I’m done.

Note: You can also get back to this menu by clicking the cogwheel to the right of a license plate event on the Events page.

 

Viewing License Plates on the Events Page

Viewing license plates captured

Once a camera has been enabled for LPR mode a new section of Command will be available to view under the Events page of all captured license plates. This area will show all the captured license plates along with a clip of when the capture happened.

 

 

 

Filtering for specific license plates

You can use the search bar to find a specific license plate. Entering the license plate will bring up the exact clip(s) of when it was seen. You are also able to filter for a specific camera along with a specific day.

 

Enable License Plates of Interest Alerts

First, ensure you have alerts enabled for license plates. Click the bell icon next to the License Plates button.

 

Next, select the methods you wish to use to receive notifications.

 

To enable license plates of interest, select the bell icon next to the search bar to see a list of all the license plates of interest.

 

Click Add to add plates to the detection system.

 

Note: Any plate added as a license plate of interest affects all other users. If you add a plate, any other user configured to receive alerts will be notified if that plate is detected.

Wide Dynamic Range

How and when to enable WDR on your camera

Wide Dynamic Range (WDR) is a technology used to compensate for dramatic differences in light exposure across a camera’s image. It works by making brighter parts of the image darker while making darker parts of the image brighter to create a more balanced image.

 

WDR Disabled

WDR Enabled

To enable/disable WDR on your camera

1. Select the video quality button in the bottom left of the camera live feed

2. Select WDR

3. Choose ON or OFF

Naming a Camera

Naming your camera in Command

Once you’ve added your camera to Command, you can give it a name.

 

Note: You will need to have the role of Site Admin to make this change.

 

How to change the name of a camera

1. Select the camera you want to change the name on

2. Click the Settings button

3. Enter the desired name in the Name field

   

    

 

Adding a device to your Command account

To activate your Verkada device in Command, enter its serial number or scan its QR code

Once you’ve plugged your device into a PoE-enabled device, it will automatically begin to boot. You’ll then need to add your device to your Verkada Command account. You can either do this through the Command portal or the iOS app.

 

Verkada supports up to 1,000 sites with up to 2,500 cameras per site.

 

Note:

In order to add a new camera to your organization, you must be one of the following:

• An Organization Admin

• A Site Admin of the site you are adding cameras to

In order to add a new access controller, air quality sensor, or alarm panel you must be:

• An Organization Admin

Click here for more information on user permissions.

 

Command Website

On a desktop, laptop, or smartphone log into your Command account and select Devices from the All Products menu in the top left-hand corner. From here, select + Add Devices in the top right-hand corner.

 

Next, choose the site to put the device in and set the location. Then enter the device’s serial number. Click Activate to add the device to your Org.

 

You can also add all the devices in an order to bulk import cameras.

Click Add an Entire Order on the Add Device page. Select the site and location for the new cameras and enter the order number The order number should be the following order V1S-1234-5678 or V2S-1234-5678.

 

Quick Camera Setup

When adding new cameras to Command you will have the option to copy settings from any camera in the same site onto these new cameras. Once you click activate on the Devices page a quick setup menu should pop up. From the dropdown menu in the top right-hand corner, you can select a camera from the site to copy the settings from. Once the desired camera is selected select Activate with above settings to add the cameras. If you want to skip this step and add the cameras with default settings select Activate with default settings.

Adding cameras via the Command Mobile App

Select the > button in the bottom right-hand corner and select the Add Device button. Align the QR code on the camera or box within the 4 blue corners of the scan area.

 

Once aligned the code will automatically scan and the camera will be added to your organization. You’ll be brought to the camera’s settings page and can either add more cameras or tap DONE to return to the previous page.

 

Camera Online

Once you’ve entered or scanned your camera’s serial number, the camera will begin transmitting video. Typically it takes 3-4 minutes for the video stream to become visible in Command. A solid blue status light on the front of the camera will indicate that it is connected, recording, and transmitting video.

Camera Settings Page

View and edit your camera’s name, location, site and other settings in Command

To view a camera’s administration settings, select the Settings tab located below the video player. From the General tab, you can view general camera settings information such as time zone, serial number, model, storage, etc. For more information on configurable settings click on the links below.

 

 

From this page you can change the following tabs:

• General

  • Site

  • Name

  • Location

  • Reboot Device

  • Schedule Firmware Updates

  • Audit log

• Device

  • Orientation

  • Low Bandwidth Mode

  • Timelapse

  • RTSP

  • Audio

  • Autofocus

  • Identify

  • Onboard Retention

  • Delete Device

• Events

  • Motion events

  • Crowd events

  • Tamper events

  • Manage Alerts

• Privacy

  • Data Storage Location

  • Privacy Regions

• Analytics

  • People History

  • Vehicle History

• Backup

   

Navigating the Verkada Command Mobile App

Guide to understanding both icons and functionality for the Command video app

The Command mobile app allows you to bring your Verkada cameras right to your fingertips. Once logged in you will be greeted with many tools that will allow you to access Command from anywhere.

 

Command App Home Screen

 

The organization bar (located at the bottom) will allow you to easily navigate through the following from left to right:

• Home screen

• Search

• Notification events

• Archives

• Account settings

Just like in the Command web application, once logged in you will be able to navigate through all of your organization’s sites.

 

---

Sites

On each site you can quickly tell if a camera is offline. There will also be three dots on the right-hand side which represent more options.

 

This will bring up the following:

• Site name

• Amount of cameras

• Ability to share a public link

 

---

Viewing a camera

Once the desired camera is selected you will have the following tools to choose from:

 

• Face Search

  

   

• Calendar icon: This allows you to pick a specific date and time that will show all face results within that time frame.

• Upload a face icon: This allows you to either take a picture of someone’s face or upload a picture from your phone’s camera roll.

  • Once a face is uploaded then all faces captured on the camera that match that photo will appear.

---

People History

People analytics uses powerful edge-based camera capabilities to detect people and faces.

 

Appearance: This filter searches based on the apparent sex, clothing color, and whether or not a backpack is present.

Calendar icon: This allows you to pick a specific date and time that will show all face results within that time frame.

---

Vehicle History

Vehicle analytics uses powerful edge-based capabilities to detect vehicles.

 

Appearance: This filter searches based on the vehicle color and vehicle type.

Calendar icon: This allows you to pick a specific date and time that will show all vehicle results within that time frame.

---

Motion Search

Motion search allows you to quickly find key events.

 

Calendar icon: This allows you to pick a specific date and time that will show all motion results within that time frame.

Grid search: Once clicked, the live stream will have a grid overlay. From there you can easily drag your finger over the boxes you would like to search, and the results will show any motion detected within those boxes.

 

 

---

Settings

All of the following can be found under Camera Info and Settings.

 

• Camera settings – Camera name, site name, location, and orientation

• Serial number

• Model

• Firmware version

• Local IP address

   

Camera Deployment Best Practices Guide

How best to prepare for camera installation and what to do if you run into issues.

During a hardware installation, problems can arise. Issues can be caused by the network, physical environment, component failure, misconfiguration, or improper installation techniques. This guide covers ways to solve and prevent installation challenges by presenting a best-practice deployment approach in the field. It also suggests a simple staging process intended to mitigate costs and complexities related to post-install troubleshooting. The six parts to deployment are:

1. Preparing Command for install

2. Preparing the network

3. Staging cameras before installation

4. Installing cameras

5. Finalizing deployment

6. Troubleshooting installed cameras

Preparing Command for Install

• Create an Organization and set up your Command account

  • A Command organization is required to manage Verkada devices. Each camera needs to be added to the organization

• The installer should be an organization admin and a site admin for all sites containing cameras so they can confirm the devices are working and provide a support access token at the request of Verkada Technical Support in the event there is a technical issue

  • The installer can add the camera(s) to the organization using their order number which can be found on the packing slip or in the order confirmation email

     

• For security purposes, ensure that all Verkada devices are added to the organization prior to installation

Note: Verkada Technical Support requires a support access token to troubleshoot Verkada cameras. This token can only be generated by users who have admin permissions in the organization containing their cameras.

---

Preparing the network

Network requirements

Verkada cameras require connectivity to the Verkada Cloud and NTP servers located on the internet. Without network connectivity, the platform will have limited functionality and may report inaccurately in Command.

 

Before installing a Verkada system, the network environment needs to support the following protocols and services:

• DHCP – Cameras receive their IP address and network settings via the DHCP protocol. They do not support static IP configurations. A DHCP server must be present on the LAN to provide the cameras with an IP address, default gateway, subnet mask, and DNS servers

• DNS – Cameras use the Domain Name System to resolve Verkada URLs to their associated IP addresses

• HTTPS – Cameras communicate with Verkada Command using HTTPS over TCP port 443

• NTP – Each camera is hardcoded with well-known NTP servers on the internet. NTP is used to sync the camera time so footage timestamps are correct. The correct time is also required for HTTPS to work

Refer to this KB for more detail on network requirements.

 

Verkada Technical Support will ask to troubleshoot these services when there is a network issue. The troubleshooting process can require a packet capture of network traffic to analyze the root cause.

 

Note: Cable integrity is important to supply PoE and data to a camera. Cable termination, interconnects, distance, and bends must all be taken into account.

 

Power budgeting

Each Camera requires PoE power to function. Make sure your network switch has enough PoE power to support all of the connected cameras at full power draw.

 

Don’t forget: Cameras use less power during the day. When cameras switch to night mode, the IR emitters activate to illuminate the scene for better visibility. The IRs increase power draw. If multiple cameras are connected to the same PoE switch, the PoE draw can increase significantly at night. If the switch does not have enough power to deliver to all the cameras, some cameras will go offline. A telltale sign of your switch not having enough power is that cameras will go offline each night around the same time as other cameras on the same switch when entering into night mode.

 

An easy way to spec power on a switch is to multiply the number of cameras connected by 30 Watts which is the maximum power delivered by PoE+. For example, if you had 10 cameras you would calculate like this:

 

10 cameras X 30 Watts = 300 Watt PoE budget on the switch

 

Note: Full power draw can be found on the datasheet for your camera model. Remember, each switch port should be able to supply the maximum amount of power required by the camera.

---

Staging cameras before installation

Staging devices helps you to avoid the costs and difficulties of troubleshooting a faulty camera after it has been installed (such as needing a lift to physically access the camera). Staging involves confirming the devices function correctly before they are installed at their intended locations. Once a camera is staged correctly, further troubleshooting can focus on the physical and network environments.

 

Stage devices as follows:

1. Connect each device to your PoE switch

2. Allow the device to check in to the Command portal and update

   1. If the device does not check in or update in 30 minutes you will need to troubleshoot

3. Make sure that you are getting a video feed in Command

4. Make sure history is being populated in Command

Note: The plastic protective film on the camera dome should not be removed before installing at the actual end location.

 

Building a staging lab

Verkada Technical Support recommends investing in a mobile staging environment to test and upgrade devices before installing them at their final install location. A mobile staging lab can be transported in a case and shipped to a site before installation. The staging lab is made up of the following components:

• Internet uplink

• Managed PoE+ switch

• Router (includes, DHCP, DNS)

• Known good short ethernet patch cables

• Computer with Ethernet adapter

• PoE injector

• 5G mobile hotspot router with adequate data plan (optional)

Typically your staging lab will use the customer network for internet access. It is good practice to include a 5G mobile hotspot router in your staging kit so the cameras can get internet access when the customer network is not prepared or is having issues.

 

Pro Tip: Verkada Technical Support recommends not using a firewall in your staging environment because blocking the camera’s traffic could result in additional troubleshooting. The staging lab should only contain what is necessary for the cameras to operate.

 

---

Installing cameras

Once staging is complete the cameras should be ready to install in their intended locations. You can find step-by-step guides to installing each camera model here. When you install cameras be sure to take into account image quality during the day and the night when determining orientation and placement.

 

Pro Tip: Verkada Technical Support recommends using the Verkada Command Mobile App during the installation process. You will be able to see the camera stream on your phone which will allow more accurate placement and orientation of the device when installing it in its final location.

 

Keep the following in mind when installing cameras:

• If IRs are reflected or obstructed they will cause glare in the image in night mode

  • Ensure the IRs are not facing a white or reflective surface

  • Ensure the IRs are not obstructed by camera housing

• Make sure outdoor cameras have a water-tight seal. Confirm the cable gland is properly secured and the seal is properly tightened

  • Make sure the desiccant pack is installed inside the camera case to prevent condensation build-up

• Do not remove the plastic film on the camera dome until you have positioned the camera properly to cover it until properly installed on location. If a dome gets grime it will show as glare in night mode. It may even make the image blurry in day mode

  • Do not touch the inside or outside of the camera dome because it will get fingerprints that cause glare when the IR illuminators come on

  • If you remove the plastic cover, wipe down the dome with a microfiber cloth and rubbing alcohol to remove grime and fingerprints

---

Finalizing the deployment

The most important aspect of an installation is delivering a working solution to the customer that they can maintain and get help on when you leave. This means demonstrating to them that they have access to all of the devices they purchased and that the devices are fully functional. Complete the checks below to demonstrate that the installation was successful before you leave the site.

1. Make sure the plastic film is removed from all the camera domes

2. Make sure at least two customer users are added as org admins and site admin for all sites

3. Have the customer login and confirm they can see all of their cameras

4. Check with the customer to confirm the expected number of cameras are added to Command

5. Verify IR glare is not present at night

6. Check with the customer to confirm each camera is live streaming in HQ, SQ, local streaming, and recording history as expected

7. Once you confirm all the cameras are working and accessible, have the customer remove your account from their org if you are not going to manage their account on their behalf. You will want to confirm the customer access to the support page so they can leverage Verkada Technical Support if needed

---

Troubleshooting deployed hardware

When installing cameras into production, issues may surface that were not present during staging.

 

Pro tip: Before contacting Verkada Technical Support for camera troubleshooting assistance:

• Find the serial number on the back of the camera and ensure you can find that serial number in Verkada Command

• Have an active support token available for Technical Support. If the issue involves live streaming or history, ensure video access is enabled for the token

LED Status

Most issues yield LED behavior that suggests a probable root cause. Below are the LED statuses, their associated causes, and remediation steps. The LED is located on the front bezel of any Verkada camera.

 

What if the camera worked in staging, but doesn’t work when installed in the install location?

• If a camera worked in staging but not when it is installed, take the device back to your staging lab to see if it works

• If it does, you can show this to the customer and work with them to resolve the issue

• If the device does not work in staging, contact Verkada Technical Support so they can help diagnose the problem in the staging environment

LED Status	Issue	Troubleshooting step 1	Troubleshooting step 2
Flashing Blue	Network issue	Connect the camera with a known-good short patch cable to a known-good switch port	If the camera continues flashing blue, go through Troubleshooting network issues at the bottom of this document
LED Solid Orange	If the camera is solid orange for more than 5 minutes, it is not receiving enough power or the boot process has failed	Connect the camera with a known-good short patch cable to a known-good switch port	If the camera remains solid orange, take the camera to the staging lab and contact Verkada Technical Support
LED Solid Blue and the device shows offline in Command	The camera is not added to Command	Confirm the serial number on the backplate of the camera matches the serial number of the camera in Command. If they don’t match, add the correct serial number and wait for the camera to check-in	If the serials match, take a picture of the serial number on the device and contact Verkada Technical Support
LED Flashing Orange	If the camera LED continues flashing orange for 30 minutes or more, it is unable to finish a firmware upgrade	Connect the camera with a known-good short patch cable to a known-good switch port and wait 30 minutes to see if it clears	If the camera does not upgrade on the direct connection, take the camera to the staging lab and contact Verkada Technical Support
No LED	If LED is not illuminated it is not receiving power	Connect the camera with a known-good short patch cable to a known-good switch port. Try using a PoE injector	If the camera LED does not illuminate, take the camera to the staging lab and contact Verkada Technical Support

​​Troubleshooting network issues

First, try to eliminate the core network as the issue. With your mobile testing kit, you can test using your mobile hotspot, taking the customer network out of the equation.

 

Network Diagnostic Tests

This simple battery of tests uses your laptop and the IP address used by the camera to confirm the network is configured to work with Verkada.

1. Work with the DHCP server admin to get the following for the Camera: IP address, subnet mask, default gateway, and DNS servers. The camera can be identified on the DHCP server by its MAC address. You can find the MAC address on the backplate of the camera.

2. Disconnect the camera from the network. (This avoids an IP conflict when you configure your laptop to the same IP address.)

3. Assign your laptop the same IP settings as the camera

4. Connect your laptop to the same cable used previously by the camera

5. Verify that you can access the URLs in your browser:

   • https://access.control.verkada.com/ping

   • https://api.control.verkada.com/ping

   • https://relay.control.verkada.com/ping

   • https://index.control.verkada.com/ping

   • https://firmware.control.verkada.com/ping

     Expect to see an Access Denied response for the above URL

   • https://update.control.verkada.com/ping

6. Verify NTP reachability for Verkada’s NTP servers

   • For Mac users, open a terminal window and enter

     • sudo sntp -sS time.control.verkada.com

     • sudo sntp -sS 34.216.15.26

   • For Windows users, open a command prompt and enter

     • w32tm /stripchart /computer:time.control.verkada.com /samples:3 /dataonly

     • w32tm /stripchart /computer:34.216.15.26 /samples:3 /dataonly

If any of the above requests fail, work with the network administrator to permit outbound connections:

• TCP port 443 to

  • access.control.verkada.com

  • api.control.verkada.com

  • relay.control.verkada.com

  • Index.control.verkada.com

  • Firmware.control.verkada.com

  • update.control.verkada.com

• Bidirectional UDP port 123 for

  • time.control.verkada.com

  • time.cloudflare.com

  • 34.216.15.26

• TCP Port 4460 to

  • time.cloudflare.com

Checking network bandwidth

Run an Internet speed test to confirm the network has adequate upload and download bandwidth. You should have enough upload bandwidth to support the number of cameras the customer plans to view simultaneously.

 

If all the above tests succeed yet the camera LED continues to flash blue, reach out to Verkada Technical Support.

Device Firmware Updates & Integrity

Verkada devices update their firmware automatically

Verkada releases regular updates to its firmware. These updates enhance security and functionality, and they are included at no cost as part of your cloud license.

 

Scheduling firmware updates

Firmware is pushed automatically, if you would like to schedule firmware updates to happen during a certain time of day follow the steps below:

1. Navigate to the Settings tab of the camera you want to schedule updates on

2. Select General

3. Toggle on Schedule Firmware Updates

4. Set the desired window for when updates should occur

   Note: The update window needs to be a minimum of 2 hours and the camera may reboot during this time

Automatic failover

To ensure failsafe updates, each Verkada device is equipped with a dual-partition firmware bank. In the unusual event that a firmware update fails, the device will automatically revert back to the previous version of the firmware, and try the update at a later time.

 

If you have any questions, please email us at support@verkada.com.

 

Firmware integrity checks

Verkada runs a firmware integrity check periodically on all cameras to ensure there hasn’t been any tampering with our firmware. If a device were to fail an automated check, our security team would be notified immediately and you will be contacted.

 

Does my camera stop recording during firmware updates?

We take extra care to ensure failsafe firmware updates and minimize service interruptions. Your camera will go offline for a few moments as the software update process is being finalized. These updates should occur during our regularly scheduled maintenance windows so service interruptions are minimal.

Changing a Camera’s Orientation

Rotate and flip your camera’s feed to match the installation angle or if it’s upside down

In most cases, you’ll want to install your camera with normal orientation so that the video stream in Command appears as you’d expect. Some install locations may benefit from being installed in a non-standard orientation to maximize the field of view.

 

For example, a camera may be installed at 90 degrees to capture a full view of a long hallway or stairwell.

 

In these cases, you’ll want to rotate the orientation of your camera in Command.

 

Configuration Steps

1. Select the desired camera

2. Select the Settings tab

3. Select the Device tab

4. Under Orientation click Change and select the desired option

5. Select the desired orientation and select Save

 

 

Verkada Fisheye Mode

The CF81-E supports the following Fisheye Modes:

• Panoramic – Provides a 180° panoramic view which is best when the camera is wall mounted

• Four-Way Split – Splits out the panoramic view into 4 sections for a 360° view used mainly when the camera is ceiling mounted

• Pan/Tilt/Zoom – You can decide to show the video feed either as a 360° view, as a tiles view with different angles, or explore the video with your digital PTZ functionality

Note: Click here to learn more about the CF81-E modes.

 

To change the fisheye mode follow the steps below:

1. Select the desired camera

2. Select the Settings tab

3. Select the General tab

4. Under Fisheye Mode click Change and select the desired option

    

   

    

5. From the dialog box, select the desired mode and save. The camera will reboot to implement this change.

 

Privacy Regions

Privacy regions allow you to block out part of the camera’s field of view

Privacy regions allow a user to configure portions of a camera’s view to be blocked out. Areas blocked by a privacy region will be blocked out on the camera’s live feed and in historical footage.

 

Note: you will need to have Site Admin permissions to configure privacy regions for a camera.

 

Creating and Deleting a Privacy Region

Navigate to the camera you want to configure, then select the Settings tab

 

Select the Privacy tab, then select Mark Privacy Regions

 

To create the region, use the grid in the dialog box; click and drag over the area you want to hide. You will see a black box drawn over the area.

 

To delete the region, select the X on each configured privacy region in the dialog box.

 

The changes will save automatically. Once the camera updates (typically under a minute), you can expect your live feed to contain the privacy regions.

 

Privacy regions are not retroactive. The camera may take a minute or two to update its configuration, after which you will see the privacy region on the camera’s live feed and associated historical video going forward.

 

Note: the D80 does not support privacy regions.

Using Focus and Optical Zoom

Optical Zoom and Focus on D30, D50, CD51, CD61, CB51, and CB61

Verkada’s D30, D50, CD51, CD52, CD61, CD62, CB51, and CB61 cameras are equipped with a varifocal lens to zoom and focus. Optical zoom is meant to adjust the field of view during installation, not for continual adjustments. To zoom in on live or historical view you’ll want to use digital zoom.

 

Note: Zooming or focusing a camera requires Site Admin permissions.

 

Optical Zoom

• Select the camera

• Select the SQ/HQ menu in the bottom left-hand corner of the video player

• Select Optical Zoom

• Use the slider to adjust the zoom

Note: It may take 30-45 seconds to fully complete the zoom adjustment and auto-focus cycle.

 

Auto Focus

Fix blurry images with Auto Focus

A camera will attempt to intelligently focus on several regions automatically. In the event an image is blurry, rerun autofocus to bring the image into focus.

• Select the camera

• Select the SQ/HQ menu in the bottom left-hand corner of the video player

• Select Auto Focus

• Wait while the camera intelligently focuses the image

Fixing a blurry image with a custom focal point

If the image is still blurry after running autofocus or you want to select a certain object as the focal point, you can set a custom focal point.

• Select the camera

• Select Settings

• Select the Devices tab

• Select Custom under Autofocus and choose Change Focus Point

• Select the desired focus point from the grid, the changes will autosave

   

Manual focus

• Select the camera

• Select the SQ/HQ menu in the bottom left-hand corner of the video player

• Select Manual Focus

• Use the slider to manually focus the camera

• Wait a while the camera focuses the image

Troubleshooting

If none of the steps above work, try zooming in slightly and then run the autofocus feature.

• Select the camera

• Select the SQ/HQ menu in the bottom left-hand corner of the video player

• Select Optical Zoom

• Click the + button on the far right twice

• Wait for the optical zoom to adjust

• Run the autofocus by clicking the Autofocus button in the SQ/HQ menu

• Wait for the autofocus to finish

   

Using Sites and Sub-Sites

Sites and Sub-Sites divide your cameras into groups to manage permissions

Sites

Verkada makes it easy to keep all of your cameras organized by site within your organization. Users can only see cameras in the sites they have been granted permissions to. This allows you to scope which cameras are accessible to each user or group. Because site permissions are broken down into roles, you also have the ability to specify the type of access each user or group has to the cameras within a site (viewer or admin). Please see the article on user permissions for more information.

 

Creating a Site

1. Select Cameras from the All Products menu in the top left-hand corner

2. Select Manage Sites in the top right-hand corner

3. Click Create Site in the top right

4. Name your site and click Add

Adding Cameras to an Empty Site

1. Select Cameras from the All Products menu in the top left-hand corner

2. Scroll until the empty site is shown

3. Click the +camera icon

4. Select Move Cameras to this site and add the cameras you would like to move

5. Select Add New Cameras to be taken to the Add Devices page with this site preselected

Moving Cameras to a New Site

1. Select the checkbox in the top left-hand corner of the camera’s feed on the home page

2. Once the camera(s) have been selected, a bar will appear at the top of the page

3. Use the Select Site dropdown box to select the destination site to move the cameras to

4. Select Move camera(s).

Sub-Sites

Sub-sites are used to grant permissions to one or more cameras within a site. This eliminates having to create a new site each time you need to scope permissions to one or more cameras. A sub-site can be nested in other sub-sites providing a hierarchy of permissions for better access control.

 

Creating a Sub-Site

1. Select Cameras from the All Products menu in the top left-hand corner

2. Select Manage Sites in the top right-hand corner

3. Hover over the site you would like to create a sub-site for

4. Select Add Sub-site on the right-hand side

5. Name your site and click Add sub-site

Deleting a Site or Sub-Site

Note: You cannot delete a site or sub-site until all cameras and sub-sites have been removed.

1. Select Cameras from the All Products menu in the top left-hand corner

2. Select Manage Sites in the top right-hand corner

3. Hover over the site you would like to delete

4. Select the bin icon on the right-hand side

5. Select Delete to confirm

    

Change the location of the camera

Instructions on changing the map placement of a camera

Changing a camera’s location affects two things – the camera’s position on the map and its time zone. You can change a camera’s location from the camera’s settings page or from the Devices page.

 

Note: When a camera’s location is changed the camera will be removed from any floor plans it is currently on.

 

Change a Camera’s Location from the Settings page

1. Select the camera

2. Select Settings

3. Select General

4. Under Location select Change to update the address

5. A map and search bar will appear, enter the address of the location in the field and select it from the dropdown menu.

6. Select Save to apply the change

 

Change a Camera’s Location from the Devices Page

1. Select Devices from the All Products menu in the top left-hand corner

2. Select the camera for which you would like to change the location

3. Select the Location box in the camera details panel on the right

4. A map and search bar will appear, enter the address of the location in the field and select it from the dropdown menu

5. Select Save to apply the settings

    

Bulk change a Camera’s Location from the Devices Page

1. Select Devices from the All Products menu in the top left-hand corner

2. Select the checkbox next to any camera you would like to change the location on

3. Select Edit Settings at the top of the page

4. Next to Location select Change

5. A map and search bar will appear, enter the address of the location in the field and select it from the dropdown menu

6. Click Save to apply the settings

Note: Changing a camera’s location to certain jurisdictions may limit the people analytics features of the camera (i.e. gender search, face detection, and person of interest).

Camera Stats

Check motion, online status, and bandwidth consumption with camera stats

Camera stats can be used to check trends of the following information over a period of time:

• The volume of motion activity in the frame

• Camera connectivity

• Camera uptime

• Bandwidth consumption

Navigating Camera Stats

Check camera stats by selecting a live camera stream and navigating to the Stats icon under the live view. The default timeline is 24 hours but it can be changed to a week or month to see stats over a longer period of time.

 

Motion activity

The Motion timeline shows the volume of motion detected in the frame over a period of time. You can move your cursor over the timeline and see the stats associated with the motion.

 

Camera connectivity

The online timeline shows the camera’s connectivity to the Verkada cloud over a period of time. Blue bars indicate the camera was connected to the Verkada servers while red indicates the camera lost connectivity to the cloud. Place your cursor over the timeline to see the date, time, and outage duration.

 

The uptime timeline shows the period of time a camera was powered on and recording. Under most circumstances the two charts will be the same, however, if a network interruption is occurring the uptime will remain blue. Significant differences between the uptime and online timelines may indicate a local network issue.

 

Bandwidth Consumption

Traffic Out and Traffic In show the upload and download bandwidth consumption over a period of time.

 

 

Traffic Out indicates the camera upload bit rate. The following data contributes to the upload bit rate; thumbnails, metadata, streams, archives, and cloud backups.

 

Traffic In indicates the camera download bitrate. The following data contributes to the download bitrate; firmware downloads, configuration changes, as well as commands sent from the cloud such as a reboot request.

Devices Page Overview

An overview of the devices details from the Devices page

The Devices page allows for quick navigation through your Verkada devices. Here you will be able to add devices to the org, see device information, change a camera’s site location, and reach individual camera live streams. Devices are also sorted by the site that they are placed in for easy visibility.

 

Add a device

At any time you can add a device to your organization by clicking + Add Devices button on the top right-hand corner.

 

Change devices view from sites to a list

At any time you can change the device page view from the Sites view to a List by clicking the list button on the top right corner.

 

In the List view use the triple dot icon in the top right-hand corner to add/remove columns from the view.

 

Change a device’s site location

Once a device is selected, you will be able to change its site location by clicking Site then selecting the pertaining site for the device to be, click Save to confirm.

 

 

Change a device’s physical address

Once a device is selected, you will be able to change its physical address by clicking Location then enter the desired address and select it from the drop-down, click Save to confirm.

 

 

 

Bulk changes

Lastly, the Devices page can be used to make bulk changes to a site. Currently, we support the following bulk option:

• Site

• Location

• Motion events

• Tamper events

• Crowd events

• Data storage location

• Analytics features

Simply click the check box next to the cameras you wish to change and select Edit Settings, you may also bulk delete cameras by selecting Delete.

 

Find a Camera’s MAC Address

Find your camera’s MAC address in Command

Note: All Verkada MAC addresses start with E0:A7:00

 

In some cases, such as for troubleshooting, static DHCP assignments, firewall whitelists, etc. it is useful to know the MAC address of the camera.

 

There are two main ways to find your camera’s MAC address:

1. Printed on the camera label – On the bottom of each camera is a label containing the serial number, a quick-add QR code, as well as the MAC address.

   

    

2. Camera Info Page – Once the camera has come online in command, you can find the MAC address from the camera’s info page:

   1. Select the devices tab

   2. From the list of devices, select the camera in question

   3. You will find the MAC address on the camera info section on the right

Note: Viewing the camera’s MAC address from Command requires the Org Admin permission level.

 

People Heatmaps for Floorplans

People heatmaps offer a more detailed view of activity within a building by displaying a history of individuals’ movements on floorplans using color-coded contours. This feature can help businesses better understand how their spaces are being used, such as identifying high-traffic areas and analyzing traffic patterns and behavior.

 

In order to use people heatmaps you will need at least one floorplan uploaded with cameras placed on it. The cameras will need to be calibrated to set up regions of interest.

 

Note: People analytics needs to be enabled on a camera before it can be calibrated.

 

How To Access

1. From the Home page select the Map icon in the bottom right-hand corner.

2. Select the desired building and floor you want to view.

3. In the top right-hand corner, People Heatmap should already be selected. If not, select the dropdown to select it from the menu.

    

   

    

4. From here, you can select the desired time interval in the bottom right-hand corner. The default is 1 hour but you can increase it up to 1 day.

    

   

    

   You can also select a date and time from the calendar menu in the middle of the page.

    

   

    

    

5. In the bottom left-hand corner, you can play a time timelapse to see people’s movement over time.

Example of the timelapse feature

Deleting a Camera

Instructions for deleting or factory resetting a camera

Organization Admins and Site Admins have the ability to delete a camera. Deleting a camera can be used to accomplish two things:

1. Remove a camera from your organization

2. Erase all recorded footage

IMPORTANT: Deleting a camera from Command will erase all of its recorded footage and it will not be able to be recovered!

Deleting a Camera

Sometimes you need to remove a camera from your account either because you want to use it in a different organization or it is no longer needed. Follow the steps below to delete a camera from your organization.

Note: If you plan to re-add the camera, make sure you document the camera’s serial number.

1. Select Devices from the All Products menu in the top left-hand corner

2. Select the camera(s) by clicking on the check box on the left

3. Select Delete

4. Enter the verification code and select Delete

Deleting cameras from the Command App

1. Press and hold the camera you want to delete

2. Select Edit Device

3. Select Delete Camera

4. Enter the 4-digit code to confirm that you want to delete the camera

 

Resetting a Camera

If you need to erase footage on a camera and start over, follow the above steps to delete the camera. Once the camera is removed from your organization, follow the steps in this article to re-add the camera to your Command account.

 

Note: This option resets the camera name, site, settings, and map location

Calibrating Cameras for Floorplan Heatmaps

Instructions to calibrate cameras for the heatmaps feature on floor plans

In order to use people heatmaps on floorplans, you will need to calibrate the cameras you want to see heatmaps for. People heatmaps will only show on a floorplan for motion detected by cameras that have been calibrated.

 

Note: Before calibrating cameras please ensure that you have enabled people analytics on all cameras you wish to calibrate. Cameras will need to be placed on the floorplan map for them to start collecting motion data. If a camera is removed from the floor plan, this will reset its calibration.

 

For best results, the camera’s field of view should be pointed straight down towards the floor/ground as much as possible. An angle of at least 70 degrees from the horizontal is recommended.

 

Process

1. Select Floorplans on the top right-hand corner of the Home page

2. Select the floorplan you wish to calibrate cameras on

3. Select the camera you wish to calibrate and select the Calibrate for heatmap button

    

   

    

4. In the floor plan, click and drop 4 points to select the area where you wish to track people’s motions with the camera.

5. In the camera view, click to drop 4 points in the same order and for the same area as in the last step to complete the calibration.

    

   Note: The sequence of the dropped points is important and should be identical between the floor plan and the camera floor footage. The video below illustrates how to calibrate cameras with dropped points in the correct sequence.

Compatible models: Certain models like D30, D50, or D80 which don’t have analytics can’t be calibrated. Additionally, certain camera settings which disable analytics are also not compatible with calibration like CF81s on ePTZ mode or cameras used for LPR.