To view a video showing the firmware upgrade process, click here.

1.1 Open Wisenet Device Manager from a computer connected to the same network as the camera.
1.2 Click on ‘Search’.

2.1 Select the device
2.2 Click on ‘FW’
2.3 Select ‘FW Upgrade’

3. Click on ‘File Open’

Note: You can also click the ‘Download’ button to have Wisenet Device Manager download the necessary firmware files.

4.1 Browse for the correct Firmware File.  Note that a downloaded firmware file is typically in a ZIP file.  You will need to first unzip the firmware file so that you can locate the .IMG file.
4.2 Click on ‘Open’

5. Click on ‘Upgrade’

6.1 Wait until the Status shows “Success” and the New version of the firmware is displayed.
6.2 Click on ‘Close’ to finish.

VMS & ONVIF Supported Device Firmware Version

1. VMS Supported Device Firmware Version

You can search a supported device list for 3rd party VMS through the below websites.

– Genetec: https://www.genetec.com/supported-device-list

– Milestone: https://www.milestonesys.com/support/tools-and-references/supported-devices/

– WAVE: https://wavevms.com/resources/compatible-devices/

And, in this kind of list, you may be noticed that some specific version of firmware are listed.

It looks that specific version of firmware only can support for the VMS, but it is not.

All Hanwha cameras are basically backward compatible, so you can think of them as Latest Firmware or Higher versions can support the VMS properly.

Please use the latest firmware, and let us know if you have any issues with the version.

How To Wisenet Firmware Update

2. ONVIF Supported Device Firmware Version

You can search ONVIF certification for our Wisenet Cameras through the below ONVIF website.

ONVIF: https://www.onvif.org/conformant-products/

The certified version on the list could be an older version when you are searching ONVIF certification.

In that case, please request a new ONVIF certification for the latest version of firmware.

How to Security Systems Firmware Upgrade: A Comprehensive Guide

Learn how to perform a security systems firmware upgrade with our step-by-step guide. Ensure your security systems are up-to-date and running smoothly.

Table of Contents

1. Introduction to Security Systems Firmware
2. Importance of Firmware Upgrades in Security Systems
3. Types of Security Systems That Require Firmware Upgrades
4. Understanding Firmware and Its Role in Security Systems
5. Preparing for a Firmware Upgrade
   • 5.1 Backing Up Your Security System
   • 5.2 Checking the Current Firmware Version
6. Steps to Perform a Security Systems Firmware Upgrade
   • 6.1 Downloading the Latest Firmware
   • 6.2 Uploading and Installing the Firmware
7. Post-Upgrade Procedures
   • 7.1 Verifying the Firmware Installation
   • 7.2 Restoring System Settings
8. Troubleshooting Common Issues During Firmware Upgrade
   • 8.1 Firmware Update Failed
   • 8.2 System Incompatibility Issues
9. Best Practices for Maintaining Security System Firmware
10. The Risks of Not Updating Security System Firmware
11. How Often Should You Update Your Security Systems Firmware?
12. Automated Firmware Updates: Pros and Cons
13. Choosing the Right Time for a Firmware Upgrade
14. FAQs on Security Systems Firmware Upgrade
15. Conclusion

1. Introduction to Security Systems Firmware

Firmware is the backbone of any security system, acting as the bridge between the hardware and software components. It controls the system’s fundamental operations and ensures that all parts function harmoniously. Understanding what firmware is and its significance is crucial before diving into the upgrade process.

2. Importance of Firmware Upgrades in Security Systems

Upgrading your security system’s firmware is not just about keeping up with technology; it’s about ensuring your system’s integrity, performance, and security. Firmware updates often come with patches for vulnerabilities, new features, and improved compatibility, making them essential for maintaining robust security.

3. Types of Security Systems That Require Firmware Upgrades

Various security systems, including surveillance cameras, alarm systems, access control systems, and home automation devices, require regular firmware updates. Each of these systems relies on firmware to operate efficiently and securely.

4. Understanding Firmware and Its Role in Security Systems

Firmware is embedded software programmed directly into the hardware of a security system. It dictates how the system behaves, processes data, and communicates with other devices. Without regular updates, firmware can become outdated, leaving your security system vulnerable to new threats and inefficiencies.

5. Preparing for a Firmware Upgrade

Before starting the upgrade process, preparation is key. This involves several steps that ensure the system is ready for the new firmware.

5.1 Backing Up Your Security System

Always back up your system settings and data before initiating an upgrade. This precautionary step ensures that you can restore your system to its previous state if something goes wrong during the update.

5.2 Checking the Current Firmware Version

Knowing the current firmware version helps you determine whether an upgrade is necessary. Most systems allow you to check the firmware version through the system’s interface or accompanying software.

6. Steps to Perform a Security Systems Firmware Upgrade

Upgrading the firmware of your security system can seem daunting, but following these steps can simplify the process.

6.1 Downloading the Latest Firmware

First, visit the manufacturer’s website or use the system’s software to download the latest firmware version. Ensure the firmware is compatible with your specific model.

6.2 Uploading and Installing the Firmware

Once downloaded, upload the firmware to your security system via a USB drive, SD card, or through a network connection. Follow the on-screen instructions to install the update, and avoid interrupting the process to prevent errors.

7. Post-Upgrade Procedures

After successfully installing the firmware, some post-upgrade steps ensure everything is running smoothly.

7.1 Verifying the Firmware Installation

Check the system’s firmware version again to confirm that the update was successful. If the new version is displayed, your upgrade is complete.

7.2 Restoring System Settings

If the upgrade reset any settings, restore them from your backup. This step ensures your system functions as expected with the new firmware.

8. Troubleshooting Common Issues During Firmware Upgrade

Sometimes, things don’t go as planned. Here’s how to troubleshoot common problems during a firmware upgrade.

8.1 Firmware Update Failed

If the update fails, restart the system and try again. Ensure that the firmware file is not corrupted and is compatible with your system.

8.2 System Incompatibility Issues

Incompatibility issues can arise if the wrong firmware version is installed. Double-check the firmware version and the model of your security system to avoid this issue.

9. Best Practices for Maintaining Security System Firmware

To keep your security system running optimally, follow these best practices for maintaining firmware.

• Regularly Check for Updates: Set a reminder to check for firmware updates every few months.
• Enable Notifications: Some systems allow you to enable notifications for new firmware releases.
• Test System After Update: Always test your security system after a firmware update to ensure all components are functioning correctly.

10. The Risks of Not Updating Security System Firmware

Failing to update your security system’s firmware can lead to several risks, including:

• Security Vulnerabilities: Hackers often exploit outdated firmware to gain unauthorized access.
• Reduced System Performance: Over time, outdated firmware can slow down your security system.
• Loss of New Features: Manufacturers often add new features to firmware updates, which you’ll miss out on if you don’t upgrade.

11. How Often Should You Update Your Security Systems Firmware?

There’s no one-size-fits-all answer, but as a rule of thumb, check for updates at least twice a year or whenever the manufacturer releases a new version. This ensures your system remains secure and up-to-date.

12. Automated Firmware Updates: Pros and Cons

Many modern security systems offer automated firmware updates, but this feature comes with both advantages and disadvantages.

Pros:

• Convenience: Updates are installed automatically without manual intervention.
• Timeliness: Your system stays updated without delay.

Cons:

• Lack of Control: You may not have the opportunity to back up settings before the update.
• Potential Downtime: Automated updates can occur at inconvenient times, potentially disrupting your system’s operation.

13. Choosing the Right Time for a Firmware Upgrade

Timing is crucial when performing a firmware upgrade. Choose a time when your security system’s downtime will have the least impact, such as during off-hours or when the premises are unoccupied.

14. FAQs on Security Systems Firmware Upgrade

1. What is firmware in a security system?

Firmware is a type of software embedded into the hardware of a security system, controlling its basic operations and functions.

2. How do I know if my security system needs a firmware update?

You can usually check for firmware updates via the system’s interface or the manufacturer’s website. If your system is experiencing performance issues, it might be time for an update.

3. Can I revert to the previous firmware version if something goes wrong?

Some systems allow you to revert to the previous firmware version, but this is not always possible. Always back up your system before upgrading.

4. Will a firmware upgrade affect my system’s settings?

In some cases, a firmware upgrade may reset your system’s settings. It’s important to back up your settings before performing an upgrade.

5. How long does a firmware upgrade take?

The duration of a firmware upgrade varies depending on the system, but it usually takes anywhere from a few minutes to an hour.

6. Are firmware upgrades free?

Most manufacturers provide firmware updates for free as part of their ongoing support for the product.

15. Conclusion

Upgrading the firmware of your security system is an essential task that ensures your system remains secure, efficient, and equipped with the latest features. By following the steps outlined in this guide, you can confidently perform a firmware upgrade and maintain the integrity of your security systems.

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

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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

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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.

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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

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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.
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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.

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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

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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

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Today, Anviz aims to deliver simple and integrated solutions including cloud and AIOT-based smart access control & time attendance and video surveillance solution, for a smarter and safer world.

Part 1. Firmware Update Via Web Server
 

1) Normal Update

>> Step 1: Connect Anviz device to PC via TCP/ IP or Wi-Fi. (How to connect to CrossChex)

>> Step 2: Run a browser (Google Chrome is recommended). In this example, the device is set in the server mode and IP address as 192.168.0.218. 

>> Step 3. Enter 192.168.0.218 (Your device might be different, check the device IP and enter IP address) in the browser address bar to run as the webserver mode. 

>> Step 4. Then enter your user account, and password. (default User: admin, Password: 12345)

>> Step 5. Choose ‘Advance Setting’

>> Step 6: Click ‘Firmware Upgrade’, choose a firmware file that you want to update and then click ‘Upgrade’. Wait for the updating complete.

>> Step 7. Update Complete. 

>> Step 8. Check the firmware version. (You can check current version either on webserver info page or on the device info page)

How to Update Anviz Device

Read More : UNV Recorder Set Up Guide
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2) Forced Update

>> Step 1. Follow the steps above till steps 4, and enter 192.168.0.218/up.html or 192.168.0.218/index.html#/up in the browser.

>> Step 2. Forced Firmware Upgrade mode is set successfully.

>> Step 3. Operate Step 5 – Step 6 to finish the forced firmware updates.

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Part 2: How To Update Firmware Via CrossChex

>> Step 1: Connect the Anviz device to the CrossChex.

>> Step 2: Run the CrossChex and click the ‘Device’ menu on the top. You will be able to see a small blue icon if the device has connected to the CrossChex successfully.

>> Step 3. Right-click the blue icon, and then click the ‘Update Firmware’.

>> Step 4. Choose the firmware that you want to update.

>> Step 5. Firmware update process.

>> Step 6. Firmware Update Complete.

>> Step 7. Click the ‘Device’ -> Right-Click the blue icon -> ‘Device Information’ to check the firmware version.

Part 3: How To Update The Anviz Device Via Flash Drive.

1) Normal update mode

Recommended Flash Drive Requirement:

     1. Empty Flash Drive, or place firmware files in the Flash Drive root path. 

     2. FAT file system (Right-click USB Drive and click ‘Properties’ to check the Flash Drive file system.)

     3. Memory Size under 8GB. 

>> Step 1: Plug a flash drive (with an update firmware file) into the Anviz Device.

You will see a small Flash Drive icon on the device screen.

>> Step 2. Login with Admin mode to the device -> and then ‘Setting’

>> Step 3. Click ‘Update’ -> then ‘OK’.

>> Step 4. It will ask you to restart, press ‘Yes(OK)’ to restart once to complete the update.

>> Done  

2) Force update mode

(****** Sometimes devices are not allowed to be updated, this is because of device protection policy. You can use force update mode when this situation occurs.   *****)

>> Step 1. Follow the Flash Drive Update from step 1 – 2.

>> Step 2. Click ‘Update’ to get into the page like showing in the below. 

>> Step 3. Press ‘IN12345OUT’ in the keypad, then the device will change to forced upgrade mode.

>> Step 4. Click ‘OK’, and the device will restart once to complete the update.

>> Step 5. Update Complete.

Summary for Anviz Product’s Firmware

For convenience we made this topic listing all firmware of Anviz access control & time attendance device. You can upgrade your device as necessary.

If you don’t know how to upgrade the firmware, please refer to the upgrade guidances below:

Click to Check Upgrade Guidance Suits ST Platform Device 1.0 bin

ST Platform devices:
T5, T5 Pro, T5 S
M5, M5 Pro
P7, M7
VF30, VP30, VF20
D200
EP300
A300

Get Firmware for ST device：

Click to Check Upgrade Guidance Suits Linux Platform Device 593

Linux Platform devices:
A350, A350C, A380
C2 Pro, C2 KA, C2 Slim
EP30, EP300 Pro
FaceDeep5 Series
FacePass7 Pro
M5 Plus, M3 Pro
M-Bio
VF30 Pro
W1 Pro, W2 Pro

Click to Submit a ticket 467
If you need to upgrade firmware for above device types, please submit a ticket with the serial number, current firmware and kernel version. We’ll send you the correct firmware and help with the upgrading.

If you have any concerns or questions, please submit a ticket 183 and our technical support team will help .

.

Support log in with cloud technology

Support real time live view

Support remote playback

Local recording and play

Support snapshot and pictures searching

Support bidirectional talk

Support PTZ control

Support scanning serial number by QR code

Support cloud user register and modify

Support remote device add, edit and delete

Support local device add, edit and delete

Support adding device by address

Support manually searching device in LAN

Support version updating automatically

Support searching device function by shake

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How to find out the “Cloud ID” (Serial Number) when adding device to PC Client “VMS”?

The “Cloud ID” is “serial Number”on the NVR UI Monitor Interface

Go to your TV Monitor that is connected to NVR, Navigate to “Main Menu–>Advanced–>Version“–> You will see the Serial Number

How to Flip the Camera

1. select the channel of the flip camera

2. Navigate to “Main Meun“–> “XVI control“

3. check the”Overturn

How to reset XMEye Pro Password?

1. Click on “Forget Password”

2. Input your number or Select “Email”(Depends on the method you signed up before)

3. Input your email address and click on “Get Code”

4. A code will be sent to your email, input the verification code here and click on “Next” to continue.

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XMEye New Gui User Guide

Read More : XMEYE – How to connect DVR/NVR on PC Mobile Browser

How to Share the APP to other

1.Open the “Xmeye Pro ” app ,Click the pencil to edit,

Then Click the Share

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2.Select the function which you want to share

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3.Finally enter the user name who you want to share ,then you can shre to others successful.

My UI Interface shows “No signal” or “Black Screen”

We need to divert this issue into two situations:

1. DVR Indicator light is on:

(1) Cause: The camera system’s video output resolution is 1080P. If your TV monitor resolution is below 1080P, this issue will occur. Steps:

Please right-click and hold your mouse for over 10 seconds to see if the system can reboot or not. Or, please try to connect the system to another TV monitor with a higher resolution (above 1080P)

  (2) Cause: The hard disk drive inside of the DVR box is broken, and use the screwdriver to open the DVR box to unplug the wires of the hard disk drive, and reboot the DVR to have a try. If the DVR box can be rebooted after unplugging the wires of the hard disk drive(HDD), which means the HDD is having the issue, and needs a replacement, plz contact email love@hiseeu.com for a replacement HDD if their warranty is still 1 year, and if the warranty is over 1 year, plz leave a five-star review for us to apply for a free HDD  

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2.DVR Indicator light is off:

(1) Cause: The power adapter 12V 2A connected to DVR box is broken

Step: Use another power supply 12v 2A to power on the DVR unit to have a try

( If you do not have a spare one, use the one that is connected to 4 cameras to have a try)

(2) Cause: The hard disk drive inside of the DVR box is broken Step: Use the screwdriver to open the DVR box to unplug the wires of the hard disk drive, and reboot the DVR to have a try. If the DVR box can be rebooted after unplugging the wires of the hard disk drive(HDD), which means the HDD is broken, and needs a HDD replacement, plz contact email love@hiseeu.com for a replacement HDD if their warranty is still 1 year, and if the warranty is over 1 year, plz leave a five-star review for us to apply for a free HDD  

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My UI Interface stuck in Hiseeu Logo

We need to upgrade the system to solve this problem, and check customer’s NVR mainboard info first, and take a photo for us to make sure about firmware verison, then we will ask manufacturer to send us a firmware to upgrade the system to solve this problem

1. If you are in the phone call , just let the customer take a photo of the mainboard, and send it to email love@hiseeu.com. We will ask for a firmware to solve this problem during our working time

(Different versions have various firmware, there is no standard firmware to upgrade the system, so we need to ask the original manufacturer to do that)

2. If you are dealing with the email:

Try with the steps:

1. Ask the customer to open the DVR box by using the screwdriver, and take a photo of this mainboard, and make sure the QR Code is clear enough for us to scan

2.After receiving the photo of the mainboard,  we will ask the XM Manufacturer for a firmware, and upgrade the NVR with the new firmware.    

Upgrade steps

Attached upgrade firmware is for your reference, please download and unzip it first.

1. Copy these 2 files to your USB flash drive, the root directory(Do not under any folder, see the picture attached)

2. Power off the DVR and insert the USB device

3. Power on the DVR, it will upgrade automatically. Please give it a try and let us know the outcome.

How to Sign Up APP Account

Please follow these instructions to sign up for an account via your mobile number.

1. Click on Sign Up

2. Sign Up by email or Select Mobile Number

3. Select the correct country code +1, input your mobile number and click on “Get code”

4. A code will be sent to the mobile phone number, input the verification code and continue.

[Note: You can tap on “Local” for quick login without registration. (In this situation, you still can have live view and playback but are not able to receive motion detect alarm message), so mostly we suggest customers to sign up an account first]

Network “Probing DNS”?

1. Go to Monitor UI Interface, and Navigate to “Main Menu > Network > Net Service”, if the “Cloud Status” shows connected, means NVR/DVR is online

–>2. If the cloud status shows “Probing DNS”, Please Navigate to “Main Menu > Network > Check the icon of “Enable DHCP”–>Apply; –>Reboot the DVR by unplugging the power adapter and re-plug it, then double-check the cloud status ( only cloud status shows )

One or two cameras are not wokring

(1) BNC Cable connected to Camera is broken

Step: Use another BNC cable to connect the camera to have a try

(2) The port of the DVR box is broken

Step: After changing the BNC cable, and still there is no camera image, plz insert the camera into another port of the DVR to have a try

(3) Camera is broken after troubleshooting with the steps （1）–（2）

Unable to open VMS archive file

Please drag the exe file to your Desktop interface (do not under any folder) and run it again.

Like it the photo shows , plz do have a try again ,the VMS will run normally

Upgrade NVR/DVR firmware

If customers need a firmware upgrade for NVR/DVR, and we need the “System version” to send to XMmanufacturer to ask for a firmaware to upgrade  

Go to Monitor UI Interface, and navigate to “Main Menu– Advanced–Version“

After get the Version:

Please follow the instructions below to upgrade the NVR/DVR firmware. Steps:

Attached new firmware for you, please download it and unzip it.  

1. Copy to your USB flash drive, and put it in the root directory(Do not under any folder)

2. Plug the USB device into NVR/DVR

3. Navigate to “Main Menu–> Advanced–> Upgrade”

> Upgrade position(Select your usb device)

–> Upgrade file (Select the firmware)

–> Upgrade

What if the APP keeps asking the user and password?

Step: Plz input the Monitor UI user name and password to resolve this issue

The cause： Sometimes the APP would be in the process of auto-maintain, so it would ask for the user name and password to protect the account’s safety. This page will pop up when you want to live to view the camera.

Note: Some customers enter the App account user name and password. Actually, it’s the Monitor UI user name and password      

As for how to find out the user name and password, plz go next to the TV monitor UI Interface, and right click the mouse from “Log out–Log out“, then right click the mouse and navigate to “Main Menu“, this interface [system login] will pop up, and here are the user name and password we need to enter into the app

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Add device on PC Client(VMS)

VMS download link:

For Windows （2023 newest version）

https://download.xm030.cn/d/MDAwMDE0OTM=  

For Mac ( 2022 version)

https://download.xm030.cn/d/MDAwMDA2NDA=  

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1. Download PC Client “VMS” and installed

[ Need to drag the file to the desktop after installing firmware, or it would ocurred the issue of “unable to open archive file”]

2. Login with the default User Name and Password. Click “SIGN IN”.

Default User name is: admin

Default Password is: admin

3. Navigate to “Device Manager”–>”Manual Add”

4. Login Type: Cloud ID

Device Name: Name Your Device as you like

Cloud ID : Device Serial Number. We need to go to the TV Monitor connected to the NVR , and find out the information on TV Monitor UI, then right click the mouse to navigate to the path of “Main Menu–>Advanced–>Version” to find out the information “serial number”

[Note: most customers do not know how to find the serial number, so they can’t add the device to PC Client

User Name and password: Input the user name and password that you created for the NVR , and we also need to find this from the Monitor UI.

[Note: Most customers do not know their user name and password, so we need to guide them to go next to the TV monitor, and right click the mouse from “Log out–Log out”, then right click the mouse and navigate to “Main Menu”, this interface [system login] would pop up]

5. Navigate to “Live View”, Click on the device name(serial number), then select “Open All By Sub Stream”

Enable the APP push notification on mobile app “XMEye Pro”

Further support, plz email us at email love@hiseeu.com

Or contact us at +1 917 688 2228

1.Please right-click mouse and navigate to Main Menu–> Alarm–>Motion Detect/Human Detect/Face Detect–> Enable “Mobile Reported”–>click “OK” (Default Setting is for Channel 1, Please select “All” channels.)

2.Open “XMeye Pro” mobile App, and navigate to Event–>Device (the one you named)–>Enable “Allow Notifications”

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Add device to mobile APP (XMeye Pro)

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As for how to add the device to mobile APP(XMeye Pro), please follow the below instructions

–>1. Please connect the NVR box to your Router via Network Cable;

–>2. Navigate to “Main Menu > Network > Net Service”, if the “Cloud Status” shows connected, means NVR is online (Please skip step3), 

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–>3. If the cloud status shows “Probing DNS”, Please Navigate to Main Menu > Network > Check Enable DHCP–>Apply;

–>Reboot DVR by unplug power adapter and re plug it, then double-check the cloud status. 

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–>4. Go to your TV Monitor, navigate to Main Menu–>Advanced–>Version–> You will see the serial number. 

The QR code contains serial number info. 

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–>5. Open the mobile APP “XMeye Pro” and register an account by your email

–>6. Click”+” to add device–>Choose “NVR”

Click the “Scan” icon to Scan NVR’s QR Code. (QR code contains username and password)

No need to input the user name and password manually.

And click “Ok”, and go back to the Device page on App,and you will see the device shows status: online ,

.

Note1:

We do not suggest customers to manually input the serial number, If they input it, the user name and password need to be input, If they scan the code, they don’t have to input the user name and password, So we need to guide them to scan the QR code first, in some situations if we really need the information of the user name and password, and for how to find out the user name and password, plz go next to the TV monitor UI Interface, and right click the mouse from “Log out–Log out“, then right click the mouse and navigate to “Main Menu”, this interface [system login] would pop up]

Note 2:

If device shows “offline”, there could be two causes:

(1) DVR is not connected to network successfully, plz go back to Monitor UI Interface to check if the cloud status shows connected or not in the path of “Main Menu > Network > Net Service”

(2) The way he adds the device to the app is wrong, especially some customers don’t know how to find out the QR Code and input the wrong user name and password

What should I do If I forgot my DVR password

1.Right click mouse from home screen, Click “Log Out–>Log Out”

2.Then click “Forget password” ＞ “Forget answer ” ＞ Then you will see two “QR code” on the monitor

3.Open your Mobile APP “XMEye Pro” , 

(1). Click the “+” icon on the top right corner—>Hit “NVR”

(2). Click “Forgot your device password”–> Scan the QR code (CAPTCHA on the TV monitor)

(3). Scan the QR code shown on your TV monitor. You will get the verification code.

(4). Input the code in “CAPTCHA”

Why can’t live view the videos on mobile APP or PC Client VMS

1.Please make sure that your DVR system is already connected to the router through ethernet cable successfully

2.Please go to Main Menu > System > Net Service to check the network is connected or not, Cloud should shows: connected 

3.Make sure the way you add device to your mobile app or PC client with correct serial number and password

Serial number: “Main Menu–Advanced–Version”

Password: DVR login password 

Why the DVR can’t record or playback video

If HDD(Hard disk drive) is having issue or something wrong with record setting, the DVR can’t record/playback the video

1. Check if the hard drive status is normal or error

Navigate to: Main Menu–>Advanced–>HDD info. 

 If it’s hows “error” or no hard drive info, means hard drive failure. (need to replace hard dirve)

2. Check the record plan is set up for 24/7 continues recording

Navigate to Main Menu–>Record Conf

Channel : select “All”

Period: “00:00-24:00”

Select “Regular”

3.   Please make sure the HDD was set up to “Overwrite”

Navigate to Main Menu–>General–>Storage Full

Any ideas, let us know. Thank you for your cooperation. 

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Support log in with cloud technology

Support real time live view

Support remote playback

Local recording and play

Support snapshot and pictures searching

Support bidirectional talk

Support PTZ control

Support scanning serial number by QR code

Support cloud user register and modify

Support remote device add, edit and delete

Support local device add, edit and delete

Support adding device by address

Support manually searching device in LAN

Support version updating automatically

Support searching device function by shake

Why can’t live view the videos on mobile APP or PC Client VMS

1.Please make sure that your DVR system is already connected to the router through ethernet cable successfully

2.Please go to Main Menu > System > Net Service to check the network is connected or not, Cloud should shows: connected 

3.Make sure the way you add device to your mobile app or PC client with correct serial number and password

Serial number: “Main Menu–Advanced–Version”

Password: DVR login password 

Hiseeu XMEYE DVR SECURITY SYSTEM ADVANCED GUIDE

Read More : XMEYE DVR User Manual

What should I do If I forgot my DVR password

1.Right click mouse from home screen, Click “Log Out–>Log Out”

2.Then click “Forget password” ＞ “Forget answer ” ＞ Then you will see two “QR code” on the monitor

3.Open your Mobile APP “XMEye Pro” , 

(1). Click the “+” icon on the top right corner—>Hit “NVR”

(2). Click “Forgot your device password”–> Scan the QR code (CAPTCHA on the TV monitor)

(3). Scan the QR code shown on your TV monitor. You will get the verification code.

(4). Input the code in “CAPTCHA”

Add device to mobile APP (XMeye Pro)

As for how to add the device to mobile APP(XMeye Pro), please follow the below instructions

–>1. Please connect the NVR box to your Router via Network Cable;

–>2. Navigate to “Main Menu > Network > Net Service”, if the “Cloud Status” shows connected, means NVR is online (Please skip step3), 

.

–>3. If the cloud status shows “Probing DNS”, Please Navigate to Main Menu > Network > Check Enable DHCP–>Apply;

–>Reboot DVR by unplug power adapter and re plug it, then double-check the cloud status. 

.

–>4. Go to your TV Monitor, navigate to Main Menu–>Advanced–>Version–> You will see the serial number. 

The QR code contains serial number info. 

.

–>5. Open the mobile APP “XMeye Pro” and register an account by your email

–>6. Click”+” to add device–>Choose “NVR”

Click the “Scan” icon to Scan NVR’s QR Code. (QR code contains username and password)

No need to input the user name and password manually.

And click “Ok”, and go back to the Device page on App,and you will see the device shows status: online ,

.

Note1:

We do not suggest customers to manually input the serial number, If they input it, the user name and password need to be input, If they scan the code, they don’t have to input the user name and password, So we need to guide them to scan the QR code first, in some situations if we really need the information of the user name and password, and for how to find out the user name and password, plz go next to the TV monitor UI Interface, and right click the mouse from “Log out–Log out“, then right click the mouse and navigate to “Main Menu”, this interface [system login] would pop up]

Note 2:

If device shows “offline”, there could be two causes:

(1) DVR is not connected to network successfully, plz go back to Monitor UI Interface to check if the cloud status shows connected or not in the path of “Main Menu > Network > Net Service”

(2) The way he adds the device to the app is wrong, especially some customers don’t know how to find out the QR Code and input the wrong user name and password

Enable the APP push notification on mobile app “XMEye Pro”

1.Please right-click mouse and navigate to Main Menu–> Alarm–>Motion Detect/Human Detect/Face Detect–> Enable “Mobile Reported”–>click “OK” (Default Setting is for Channel 1, Please select “All” channels.)

2.Open “XMeye Pro” mobile App, and navigate to Event–>Device (the one you named)–>Enable “Allow Notifications”

Camera stay in Black’n white during the daytime

It’s a normal situation especially during the switch from night to day, but if the camera keep stayiing in the black and white mode for a long time in the daytime, plz unplug the camera from the DVR port, and replug the wire of the camera into the DVR port to have a try first. 

After repluging the wire of the camera, and if the situation happens again, plz contact us for further support

Add device on PC Client(VMS)

VMS download link:

For Windows （2023 newest version）

https://download.xm030.cn/d/MDAwMDE0OTM=  

For Mac ( 2022 version)

https://download.xm030.cn/d/MDAwMDA2NDA=  

.

1. Download PC Client “VMS” and installed

[ Need to drag the file to the desktop after installing firmware, or it would ocurred the issue of “unable to open archive file”]

2. Login with the default User Name and Password. Click “SIGN IN”.

Default User name is: admin

Default Password is: admin

3. Navigate to “Device Manager”–>”Manual Add”

4. Login Type: Cloud ID

Device Name: Name Your Device as you like

Cloud ID : Device Serial Number. We need to go to the TV Monitor connected to the NVR , and find out the information on TV Monitor UI, then right click the mouse to navigate to the path of “Main Menu–>Advanced–>Version” to find out the information “serial number”

[Note: most customers do not know how to find the serial number, so they can’t add the device to PC Client

User Name and password: Input the user name and password that you created for the NVR , and we also need to find this from the Monitor UI.

[Note: Most customers do not know their user name and password, so we need to guide them to go next to the TV monitor, and right click the mouse from “Log out–Log out”, then right click the mouse and navigate to “Main Menu”, this interface [system login] would pop up]

5. Navigate to “Live View”, Click on the device name(serial number), then select “Open All By Sub Stream”

What if the APP keeps asking the user and password?

Step: Plz input the Monitor UI user name and password to resolve this issue

The cause： Sometimes the APP would be in the process of auto-maintain, so it would ask for the user name and password to protect the account’s safety. This page will pop up when you want to live to view the camera.

Note: Some customers enter the App account user name and password. Actually, it’s the Monitor UI user name and password      

As for how to find out the user name and password, plz go next to the TV monitor UI Interface, and right click the mouse from “Log out–Log out“, then right click the mouse and navigate to “Main Menu“, this interface [system login] will pop up, and here are the user name and password we need to enter into the app

.

Upgrade NVR/DVR firmware

If customers need a firmware upgrade for NVR/DVR, and we need the “System version” to send to XMmanufacturer to ask for a firmaware to upgrade  

Go to Monitor UI Interface, and navigate to “Main Menu– Advanced–Version“

After get the Version:

Please follow the instructions below to upgrade the NVR/DVR firmware. Steps:

Attached new firmware for you, please download it and unzip it.  

1. Copy to your USB flash drive, and put it in the root directory(Do not under any folder)

2. Plug the USB device into NVR/DVR

3. Navigate to “Main Menu–> Advanced–> Upgrade”

> Upgrade position(Select your usb device)

–> Upgrade file (Select the firmware)

–> Upgrade

Unable to open VMS archive file

Please drag the exe file to your Desktop interface (do not under any folder) and run it again.

Like it the photo shows , plz do have a try again ,the VMS will run normally

One or two cameras are not wokring

(1) BNC Cable connected to Camera is broken

Step: Use another BNC cable to connect the camera to have a try

(2) The port of the DVR box is broken

Step: After changing the BNC cable, and still there is no camera image, plz insert the camera into another port of the DVR to have a try

(3) Camera is broken after troubleshooting with the steps （1）–（2）

Network “Probing DNS”?

1. Go to Monitor UI Interface, and Navigate to “Main Menu > Network > Net Service”, if the “Cloud Status” shows connected, means NVR/DVR is online

–>2. If the cloud status shows “Probing DNS”, Please Navigate to “Main Menu > Network > Check the icon of “Enable DHCP”–>Apply; –>Reboot the DVR by unplugging the power adapter and re-plug it, then double-check the cloud status ( only cloud status shows )

How to Sign Up APP Account

Please follow these instructions to sign up for an account via your mobile number.

1. Click on Sign Up

2. Sign Up by email or Select Mobile Number

3. Select the correct country code +1, input your mobile number and click on “Get code”

4. A code will be sent to the mobile phone number, input the verification code and continue.

[Note: You can tap on “Local” for quick login without registration. (In this situation, you still can have live view and playback but are not able to receive motion detect alarm message), so mostly we suggest customers to sign up an account first]

My UI Interface stuck in Hiseeu Logo

We need to upgrade the system to solve this problem, and check customer’s NVR mainboard info first, and take a photo for us to make sure about firmware verison, then we will ask manufacturer to send us a firmware to upgrade the system to solve this problem

1. If you are in the phone call , just let the customer take a photo of the mainboard, and send it to email  We will ask for a firmware to solve this problem during our working time

(Different versions have various firmware, there is no standard firmware to upgrade the system, so we need to ask the original manufacturer to do that)

2. If you are dealing with the email:

Try with the steps:

1. Ask the customer to open the DVR box by using the screwdriver, and take a photo of this mainboard, and make sure the QR Code is clear enough for us to scan

2.After receiving the photo of the mainboard,  we will ask the XM Manufacturer for a firmware, and upgrade the NVR with the new firmware.    

Upgrade steps

Attached upgrade firmware is for your reference, please download and unzip it first.

1. Copy these 2 files to your USB flash drive, the root directory(Do not under any folder, see the picture attached)

2. Power off the DVR and insert the USB device

3. Power on the DVR, it will upgrade automatically. Please give it a try and let us know the outcome.

My UI Interface shows “No signal” or “Black Screen”

We need to divert this issue into two situations:

1. DVR Indicator light is on:

(1) Cause: The camera system’s video output resolution is 1080P. If your TV monitor resolution is below 1080P, this issue will occur. Steps:

Please right-click and hold your mouse for over 10 seconds to see if the system can reboot or not. Or, please try to connect the system to another TV monitor with a higher resolution (above 1080P)

  (2) Cause: The hard disk drive inside of the DVR box is broken, and use the screwdriver to open the DVR box to unplug the wires of the hard disk drive, and reboot the DVR to have a try. If the DVR box can be rebooted after unplugging the wires of the hard disk drive(HDD), which means the HDD is having the issue, and needs a replacement, plz contact email for a replacement HDD if their warranty is still 1 year, and if the warranty is over 1 year, plz leave a five-star review for us to apply for a free HDD  

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After the steps, if the thing still can’t be resolved, which means the DVR box is broken, plz contact email for a replacement DVR box if their warranty is still 1 year, and if the warranty is over 1 year, plz leave us a five-star review for us to apply for a free DVR box

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2.DVR Indicator light is off:

(1) Cause: The power adapter 12V 2A connected to DVR box is broken

Step: Use another power supply 12v 2A to power on the DVR unit to have a try

( If you do not have a spare one, use the one that is connected to 4 cameras to have a try)

(2) Cause: The hard disk drive inside of the DVR box is broken Step: Use the screwdriver to open the DVR box to unplug the wires of the hard disk drive, and reboot the DVR to have a try. If the DVR box can be rebooted after unplugging the wires of the hard disk drive(HDD), which means the HDD is broken, and needs a HDD replacement, plz contact email for a replacement HDD if their warranty is still 1 year, and if the warranty is over 1 year, plz leave a five-star review for us to apply for a free HDD  

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After the steps, if the thing still can’t be resolved, which means the DVR box is broken, plz contact email for a replacement DVR box if their warranty is still 1 year, and if the warranty is over 1 year, plz leave us a five-star review for us to apply for a free DVR box

How to Share the APP to other

1.Open the “Xmeye Pro ” app ,Click the pencil to edit,

Then Click the Share

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2.Select the function which you want to share

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3.Finally enter the user name who you want to share ,then you can shre to others successful.

How to reset XMEye Pro Password?

1. Click on “Forget Password”

2. Input your number or Select “Email”(Depends on the method you signed up before)

3. Input your email address and click on “Get Code”

4. A code will be sent to your email, input the verification code here and click on “Next” to continue.

How to Flip the Camera

1. select the channel of the flip camera

2. Navigate to “Main Meun“–> “XVI control“

3. check the”Overturn

How to find out the “Cloud ID” (Serial Number) when adding device to PC Client “VMS”?

The “Cloud ID” is “serial Number”on the NVR UI Monitor Interface

Go to your TV Monitor that is connected to NVR, Navigate to “Main Menu–>Advanced–>Version“–> You will see the Serial Number

Why the DVR can’t record or playback video

If HDD(Hard disk drive) is having issue or something wrong with record setting, the DVR can’t record/playback the video

1. Check if the hard drive status is normal or error

Navigate to: Main Menu–>Advanced–>HDD info. 

 If it’s hows “error” or no hard drive info, means hard drive failure. (need to replace hard dirve)

2. Check the record plan is set up for 24/7 continues recording

Navigate to Main Menu–>Record Conf

Channel : select “All”

Period: “00:00-24:00”

Select “Regular”

3.   Please make sure the HDD was set up to “Overwrite”

Navigate to Main Menu–>General–>Storage Full

Any ideas, let us know. Thank you for your cooperation. 

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With the video playback feature, you can conveniently view what happened in the past period. Work with a surveillance camera which supports AI, you can even search video records from a large number of videos by a face photo;

Of course, with the alarm message service, you can receive the alarm information of the places you care about in the first place, so as to take timely measures to reduce your losses;
With the voice intercom feature, you can also communicate with the people where the camera is located

Key features:
1. Watch HD video in real time
2. Historical video viewing
3. Event message reminder
4. Call through two-way audio
5. Get instant alerts when motion, human form, sound are detected
6. Customize detection area and sensitivity
7. Set recording schedule and alarm notification schedule

RXCamView XVR User Manual

Reset password for DVR system

Firstly, please provide mac address to me (See below pictures) ,and I will use it to create a super password to you .

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Secondly ,please enter your system >Multi-user,and click User Edit on the right (generally only the first line No.1 is enabled), then you can modify the user name and set a new password .

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RXCamView XVR User Manual

Read More : GW Security XVR NVR Firmware Software Download

How to connect the device to the mobile app

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1. Please connect DVR system to the Internet:

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   a) Please connect the system to a router via LAN cable first

    b) Please DO NOT tick “Enable” of the IP FILTER in the Network page, see below pic

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    3)Please check the system if it is connected to the Internet successfully. If yes, you can add the device to the mobile app.

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2.Open the app, if it is the first time use, directly click the “+” icon in the upper right corner of the”Device Manager” interface; if it is not the first time, click the icon  in the upper left corner,then select “Device List” to enter the “Device Manager” Interface, and then click the “+” icon in the upper right corner.

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3.Scan the P2P ID QR code on the DVR / NVR to add the device. (Alternatively, it can be added through “Online Search” and “Manual Add”, the method is omitted).

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4.This step is more important:

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a) The “Media Port” must be the same as the “Client” port on the DVR / NVR (If the user’s DVR /NVR has not been modified, the default value is 9000. If the user has modified the “Client” port on the DVR / NVR, (The “Media Port” on the APP needs to be modified synchronously).

b) “User Name” fill in the user name set during the first use. If you are not sure, you can click”Setup”-“System”-“Multi-User” to view.

c) “Password” fill in the password set during the first use, which is the login password of the user DVR / NVR.

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5.After the setting is completed, click “Save”, then the APP will display the added device, and”Connection Status” prompts “Connected” to indicate that the DVR / NVR is connected. Click the icon  to play the video. Click on the icon  to select 1/4/8/16 picture viewing.

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How to upgrade your NVR or DVR

NVR Upgrade

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1. Copy the firmware file(.sw file)to your USB drive, and insert the USB flash drive into the NVR’s USB port.

2. Click Select File button to choose the firmware file in your USB flash drive, then Click OK.(Setup-System-Maintenance-Upgrade)

3. Click Upgrade button to start system upgrade. The system upgrade will last around 5-10 minutes, please do NOT power off the NVR or remove the USB from NVR during firmware upgrade.

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Add IP camera (1319 1329 8204 8208) to DVR (D3505)

ADD IPCAMERA

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Before you start:

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1.The DVR supports to disable analog channels to increase IP channels. If you want to disable an analog channel, uncheck the box and click Apply to save. To disable an analog channel can increase an IP channel input. To do so, you need to enable the XVR mode in advance at System→General→Mode.

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2.Ensure the network connection is valid and correct, and Make sure your IP Camera and DVR are on the same network during setup.

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Steps:

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1.If you enable the XVR mode for the DVR, it supports to add IP cameras & modify IP channels.

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2.Click Search to search IP cameras from local network, click Add to add individual IP camera, click Add All to add all IP cameras.

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3.Click Search button to search IP cameras, and then click one of the IP camera in the
device list.

       IP Address/Domain: IP address or domain name of the IP camera
       Alias: Name of the IP camera
       Position: Position to display the camera name on the screen.
       Port: Port of the IP camera

       Protocol: Choose the protocol of the IP camera from the dropdown menu
       User Name: User Name of the IP camera
       Password: Password of the IP camera
       Bind channel: Choose a channel of the DVR you want to attach to
       Auto Assign IP to Camera(s): The added IP camera would be not able to connect if its IP address is not in the same network segment with DVR. With this function to reassign an IP address to all added IP cameras.
       Channel Delete: Choose one or more added IP cameras, and click this button to Detele.

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How to add IPC to DVR via Onvif

How to add IPC to DVR via Onvif

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1.Power on the DVR, connect the IPC, and enter the password to log in to the following interface:

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2.Please click Channel to enter the following interface:

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3.Click Search to search for IP, then check the IP to be added, and click Add:

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4. The following interface appears, change the Port port to 80, select Onvif for the procotol protocol, and confirm that the user name and password are correct:

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5. Close the page to see that the IPC is online:

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How to add device to surveillance client

How to add device to surveillance client              Click here to download

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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.

 

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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

 

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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.

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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.

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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.

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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.

 

 

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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.

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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.

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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.

 

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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

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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

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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.