1.Download the mobile APP (Guard Viewer) and Sign up

for an Account

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

Or contact us at +1 917 688 222

Download the mobile APP and Sign up for an Account

1. Download and install the app.

Please scan the QR code to download the free APP “Guard Viewer”

You also can visit the Apple Store or the Google Play Store to download the Guard Viewer app for iOS or Android devices. Alter installation, tap the icon to launch the app.

2.Register an account and login

For first time use, please create a new account and add the following steps:

Please tap Sign up and follow the on-screen prompt to register an account by email.

2.Add Device to APP(Guard Viewer)

YS AHD TVI Security System User Guide v1

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

Or contact us at +1 917 688 2228

Add Device to APP(Guard Viewer)

Auto add is not suggested. Please tap on “Later” if you see this message box.

In this situation, it will Auto Search to discover the NVR device connected to the local network. But once your mobile phone disconnects with LAN WiFi, you will not be able to view it anymore.

Please Add devices in this way

1.  Please Tap on  “ Menu” icon> Tap on “Devices”> “Add” ,

2.  Tap on “Scan”> “OK ” to scan the NVR QR code

3.Navigate to “Menu– Network> Basic> P2P”

• If the Device Status is “Network connected…” , means device is online   and ready for remote view

• If the Device Status is “Offline” , please check the network connection first, if the problem remains, please feel free to contact us at  Love@Hiseeu.com   

After you add the device successful, the “Device status” will be “Online”, and your APP account username will display here.   • You can check your APP user name by navigate to “Me”

• If the username doesn’t belong to you, please click on “Delete” and add it again.

4. add NVR by scanning device QR code and click on “save”

5.    Please Tap on “Menu ” icon, Tap on “Live View” “Add”

6.  Select the device and tap on “Start Live View ”

3.Device shows “Offline” (system kit to app)

Device shows “Offline” (system kit to app)

1. If the device shows offline on the mobile phone app, we need to make sure the NVR is connected to the network perfectly or not

2. Go to your monitor that is connected to NVR, and check out the network status first navigate to this path first: “Menu–Network–Basic–P2P”, also check whether the device status is online or not,

3. Also go to “Menu–Network–Advanced”,to disable the “PPPoE”

4. if it shows: network disconnected, plz enable the DHCP in this path ” Menu–Network–Basic-TCP/IP ” and click “Apply”. After that, go back to “P2P” and check if the device status is online or not

5. if you connect the network cable to the lan port or the lan/wan port of the router

We need to connect it to the lan port of the router,plz take a photo of yours for us to check.

.

If the P2P show connect the network ,but the app also show the offline,please delect the device on your APP and re-add it again.

4.Enable push alerts on APP

Enable push alerts on APP

5.Why I can’t remote view when the network is outside？

Why I can’t remote view when the network is outside？

.

Cause: Customer doesn’t follow the instructions on the user manual and add the device in a local adding way, so we suggest them to delete the device first, and re-add the device again like this FAQ

https://www.hiseeu.com/a/help/article/53969

6.APP Share Device

APP Share Device

One device is linked to one user only. The NVR system can only be controlled by one authorized account, which can share the device with others to prevent attack or hacking.

There are 2 ways to share the device with others. For the admin user, please follow the instructions to share the device:

1.Type in “Menu Icon ” and navigate to “Devices”

2. Tape on “… ” > “Share”, You can select a single channel to share or select the entire NVR system to share

3.Share the device by typing in the user name you want to share and selecting the function as needed.

• The other user needs to register a Guard Viewer APP account and provide the user name for sharing.

• After that, when this user login the APP will find the device by navigating to “Devices”.

4.Share the device by generating a QR code

• Create a sharing password and set the valid period

• Click “Generate”, your APP will generate a QR code

• Other users can use the APP to add the device by scanning the QR code you sent

7.Add Device on Guard Station PC Client Software

Add Device on Guard Station PC Client Software

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

Or contact us at +1 917 688 2228

Add device to “Guard Station” Download link: https://www.dropbox.com/sh/jeftu4sqwy4y1u8/AAD4PkyEJxg6j4H1n20PxBkZa?dl=0  

Please sign up for the mobile APP(Guard Viewer) account and add the device first.

Download and run “Guard Station” on the PC

1) Please Navigate to “Device Management”> “Cloud Device”> Click on “Login”

2) Login with your APP account and password.

3) After Login, the device you added to the APP will list here

Please click on “Control Panel”> “Live View”> Double-Click Camera to load the live view video

8.Guard Station shows “offline”

Guard Station shows “offline”

plz check local NVR is connected to network perfectly or not,If your NVR hasn’t connected to the network yet, it will show “offline” in your PC Client “Guard Station”

Plz go to your NVR that is connected to Monitor,

Check out the network status, first navigate to this path first : “Menu–Network–Basic–P2P” ,and check the device status is online or not,

if it shows: network disconnected, plz enable the DHCP in this path ” Menu–Network–Basic-TCP/IP ” and click “Apply” , After that, go back to “P2P” and check if the device status is online or not

9.Not Recording? HDD not working?

Not Recording? HDD not working?

Right-click the mouse from “Menu–Storage–Hard Disk”

If there is no hard drive information or Status shows Abnormal, the hard drive is having an issue

10.AHD5 Modify the Camera model

AHD5 Modify the Camera model

（Please notice that AHD5 cameras only the TVI camera model have the audio function，the AHD5 cameras we sell seperately is the AHD model so it should modify the TVI model to have the audio function)

1. Click the OSD Menu Control , then click the arrows to the Menu t hen click the icon to select the “VIDEO SETTING ”

2.Select the VDEO SETTING and click the arrow to enter.

3.Then Select the “TVI ” on the HD, then click the “APPLY&REBOOT “and then click the “RETURN “and the “EXlT” back to the Version

4.Finally Turn Audio On

11.Forget DVR Password

Forget DVR Password

If you forget your current password, please follow the instructions to reset it.

1. In the system login interface, please click on “Enter Password” > “Forgot Password”

2. If you filled in your email address as a reserved email when you set up the system, you can reset the device password via the APP(Guard Viewer)

In NVR interface, tap forgot password.

1. Scan the above QR code by APP “ME–General–Forget Device Password” , and the security code will be sent to your email address.

2. If you haven’t set up an email before, or have any difficulties resetting the password, please take a screenshot of this interface(Serial No. please also make the code is as clear as you can ), and email us at love@hiseeu.com , since we need the serial number to produce a new password by using an internal tool

12.One or two cameras are not working

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）

13.Four cameras or above are not working

Four cameras or above are not working

Four cameras or above not working is an abnormal situation. It’s not only a camera issue, which could be related to a power supply or power splitter connected to four cameras

If the power supply or power splitter connected to four cameras is broken, which can’t provide power supply to cameras

Step:

(1）Change to another 12V 2A Power Supply to connect to four cameras to have a try. We wanna make sure if this is related to the power adapter

(2) Change another 1-4 way power splitter to connect four cameras to have a try. We wanna make sure if this is related to the power adapter

( If you do not have another power adapter/splitter, plz use the other power adapter connected to the four normal cameras)

After making sure the power supply or power splitter is doing fine, but still no camera image, which means the DVR box is having issue

4.Eight Cameras are not working

Eight Cameras are not working

Please check your camera connection is correct ， if the connection is correct ，

i t’s mostly possible the DVR box is having issue, and need a new DVR box replacement

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

Or contact us at +1 917 688 2228

15.How to record the event only？

How to record the event only ？

Please click the mouse to the Menu then click the “ Storage ” and then click the “ Recording Schedule ”，“ Select Camera ” then click the “ enable Schedule ” click the “ Audio Storage ” then select the color of record type and fill in the corresponding time and date.

.

Safety cautions

Product overview

DVR

Camera

Power Cable Splitter

BNC Cable

Xmeye Dvr System Instructıons For Use

Read Also : Camius devices troubleshooting

Hard Drive Installation

IMPORTANTTo record videos and play the historical videos, the installation of the Hard Disk Drive is a must.
Otherwise,you can only watch the live video.
This DVR system works with a 3.5” SATA Hard Drive.The Hard Drive should be formatted after it’s installed.×Dismiss this alert.

System Connections

IMPORTANTDo not fix the AHD camera before you can view the image on the monitor and confirm the ideal position to install it.×Dismiss this alert.

1.Plug a power adapter into the DVR and the socket to power on the DVR.

2. Connect a monitor to the HD Output or VGA Output on the DVR with an HDMI cable or VGA cable (not included).

3. Connect the Ethernet Cable with the DVR and your router.

4. Connect the AHD camera with the BNC Cable.

5. Connect the Yellow Video Connector to the BNC Video Input on the DVR, and connect the Red Power Connector to the Male Connector of the Power Cable Splitter.

6. Connect the Female Connector of the Power Cable Splitter with another power adapter. Then plug the power adapter into the socket to power on the camera.

Operate dvr system with a monitor

Startup Wizard

After connecting the DVR and cameras to power, wait for 2-3 minutes. A Startup Wizard will start to guide you via a series of pop-up windows.

Connect the USB mouse to the DVR, then click Next until you see the window of Time-Language Configuration.

1.Select the time zone, date format, time format, language, and set the time for your DVR system.

2. The default password is empty, please reset it for your DVR following the tip.
The new password should be more than 6 digits and use the combination of numbers and letters to ensure your system’s security.

3. Select safety questions and enter the answers for resetting the password if necessary.
You can also enter your email address for getting the verification code to reset the password.

4. Check if the network connection status is normal. If not, you can configure it by clicking Network.

5. Scan the QR code to get the Serial Number of your DVR system and download the App named XMEye into your mobile device.

6. Before fixing the cameras, you can log in to XMEye App to check the live view to confirm the ideal position.

7. Detection based on human shape is enabled by default.
The DVR system will send alerts to your mobile device when there is human shape detected by the cameras.
Please refer to the section of Motion Detect the detailed setting.

IMPORTANTClick Next and OK to exit the wizard. You can right click on the screen, then go to Main Menu > Startup Wizard to bring it up again.
If the wizard is no longer needed, just check the box before Don’t Display the Wizard again on the first interface of the Startup Wizard.×Dismiss this alert.

Live Video

You will see the live videos from the AHD cameras in split-screen mode (9 screens by default) after exiting the wizard.

※ Move the mouse cursor to the live video of any channel, some icons may be displayed according to the setting.

Notes:

1.The icons of and are displayed by default, while for icon , and , please right click andgo to Main Menu > Alarm (see on page 15) to enable them.

2. If you want to loop to display the live videos from some certain channels in full-screen mode, please go to Main Menu > System > Tour to enable this function.

3. For viewing the live video from one channel in full-screen mode, please move the mouse cursor to the desired channel, then double click. To exit full-screen mode, double click again.

Hard Drive Formatting

When you receive the system, the system has a pre installed hard disk, which does not need to be formatted,but if you have to replace another hard disk, it needs to be formatted at first ,then it can be used normally Install the Hard Drive first, then right click and go to Main Menu >Advanced > Storage to check if the type is Read/Write or the status is Normal.

If not, please click Format Storage to start formatting your Hard Disk Drive.

Video Recording

Right click on the screen, then go to Main Menu > Record > Record Conf. to set the record mode and record plan.
This DVR is set to record videos 24 hours a day by default.

Channel:

Select the channel to set the record mode and plan. You can select a single channel or all channels.

Redundancy:

Installing 2 pieces of Hard Disk Drive is required when enabling this function, and HM245 doesn’t support it.

Length:

Set the maximum video length of each recording from 1 minute to 120 minutes. It’s 60 minutes by default.

PreRec:

The camera will start recording a video around 5s before it detects the motion or human shape.

You can reset the time from 1s to 30s, but the accuracy of the pre-recording time may be affected by the bitrate.

Mode:

Set the recording mode and the options are Schedule, Manual and Stop.

Record Plan:

Set the recording schedules.

Notes:

The oldest video will be overwritten by the latest one by default when the Hard Disk Drive runs out

of space.

Video Playback

Right click on the screen, then go to Main Menu > Record > Playback to play the video recorded.

You will see the different playback modes in the pop-up window of Play Mode.

Explanation of playback modes

1.Common Playback

Select the channel(up to 4 channels at the same time), a period and a date on Blue background to

play all types of videos recorded.

1. Area for Video Playing
2. Playback Buttons
3. Timeline
4. Channel
5. Filters
6. Filtered Videos List
7. R: Standard Videos
8. M: Videos recorded when the camera detects motion or human shape.
9. Detailed Info. of the Selected Video
10. Search
11. Show/Hide Filtered Videos List
12.Timeline by Hour/Minute

TipFilters will not be available after you left click on the timeline, but you can exit this mode and re-enter to select the filter.×Dismiss this alert.

Option 1 :

Left click on the Green/Red (Green for standard videos recorded, and Red for the videos recorded whenthe camera detected motion or human shape) part of the timeline of each channel to play the historical videos.

Option 2 :

Left click on the live video of one channel, show the filtered video list, then double click on the selected video to play it.

Description of Playback Buttons

Left click on the live video of any channel, then start using the buttons to control the video playback.

Tips:

① You can click the icon to cut a video, then click to back up to the external storage.

② Previous Frame and Next Frame work only when pausing the video.

③ The speed of Fast Reverse and Fast Forward will be displayed on the right end of Playback Buttons.

2. Sync Playback

This function aims to put the videos from different channels at the same time to compare.

Select 2 channels at least ( up to 4 channels), a period and a date on Blue background to play the historical videos simultaneously at the selected time on the same timeline.

3. Dayparting

This function aims to put the videos from the same channel but at different time to compare.

Select a channel, number of split screens, and a period to play the videos recorded from this channel on different timelines.

NotesYou need to press and hold the left mouse and move on the bar of Period to select time period.×Dismiss this alert.

4. Smart Express

Select one channel or all channels, then select the speed of Fast Playback, the system will play all the videos recorded with the speed you selected.

5. Smart Search

Select one channel and a time period, then check the box before Detect and select a date on Blue background to play the videos recorded when the camera detected the motion or human shape.

※Double click the thumbnail to play the related videos.

6. Face Search

Select one channel, a time period and a date on Blue background to play the videos recorded when the camera detected faces.

Video Backup

Step 1:

Insert the USB disk into the USB port of the DVR system. Right click on the screen, then go to Main Menu >Record > Backup to start.

Step 2:

Select your USB disk, then click Backup to bring up a pop-up window.

Step 3:

Select Channel, Start Time and End Time, then click Add to display all the filtered videos.

Step 4:

Check the box to select the video files and Backup format, then click Start to back up the videos.

Tips:

① The format of the USB Drive should be FAT 32.

② An alternative solution to back up the videos is listed below.

• Go to the interface of video playback and click to show the filtered video list.

• Check the box to select the videos.

• Click to start backing up. The next steps are the same as the first solution mentioned above.

Snapshot Setup

The system will capture the snapshots 24 hours a day when the camera detects motion or human shape.

Go to Main Menu > system> SnapShot Conf. to reset the time interval of capturing a snapshot, and set up the schedules when the camera will capture a snapshot as well.

Alarm

IMPORTANT:

The alarms of Motion Detect and Human Detect are enabled by default. If you need to record videos whenthe camera detects the face or gets blocked as well, please enable Face Detection and Video Blind.

Please go to Main Menu > Alarm to set the alarm you need.

Motion Detect

The camera will start to record videos when it detects motion.

Channel:

Select the channel you’d like to enable motion detection.

Enable:

Check the box to enable motion detection.

Sensitivity:

If you select higher sensitivity, the camera will be more easily to be triggered to start recording videos. It’s advised to select Middle to balance the accuracy and effectiveness of the alarm, thus reducing the false alarms.

Region:

Click Set, then press and hold the left mouse to drag and select the area for detecting. The pink area indicates the selected area.

Period:

Set up to 4 time periods for each day to send the alerts when the camera detects motion.

MD Interval:

Set the time interval of two alerts. It aims to decrease the frequency of the alerts caused by the same moving object.

Record Channel:

The selected channel(s) will start recording when the current channel detects motion.

Tour:

The display will loop to display the live video from the selected channel(s) in full-screen mode when the current channel detects motion. You can go to Main Menu > System > Tour to set the time interval to show the live video in full-screen mode.

Snapshot:

The selected channel(s) will capture a picture when the current channel detects motion.

PTZ Activation:

The cameras don’t support this function.

PostRec:

The camera will remain to record the video around 10s after the motion or human shape detection ends. You can reset the time from 10s to 300s.

Show Message:

After enabling this function, the display will pop up a window to show the Alarm Status for all kinds of alarms when the cameras detect motion, human shape, or more.

Send Email:

Before enabling this function, please go to Main Menu > System > NetService, then double click on EMAIL option to set up your email address to receive the alerts.

Write Log:

The logs of the alerts will be written into the system once you enable this function. You can go to Main Menu > Info > Log to check the detailed log information.

FTP upload:

The system will send the videos recorded or snapshots captured to the FTP server you set when the camera detects motion. Please go to Main Menu > System > NetService, then double click on FTP option to set up your FTP server.

Mobile reported:

The system will send alerts to your mobile device when the camera detects motion. Please install the App and add the DVR to the App following the section of OPERATE DVR SYSTEM ON MOBILE DEVICE on page 18.

Up-to-Coaxial Control

Right click on the main menu and select XVI control to start setting up your camera.

※If the live video from the camera is mirrored or flipped, you can check the box before Mirroring or Overturn to fix it.

※If you set something wrong, please click Restore to get back to default settings.

.

NotesFor the setting of alarms like Video Blind, Video Loss, Human Detect and Face detection, please refer to the settings of Motion Detect. If prompting Video Loss, the DVR will not record videos, but only to send alarms.

TROUBLESHOOTING

The DVR System Boots Up Abnormally Or Reboots Automatically.

If the issue persists, please contact Support for more help.

.

How Should I Do If I Forget My Password?

• Please click Forgot Password when logging into the DVR system.

• The system will ask you the security questions you set in the Startup Wizard, please enter the right answer to reset your password.

• If you forget the answers, click Forget Answers to enter the interface of Verification Code.

• Launch XMEye App,tap > FIND PWD on an Android device or tap Forgot your device password?(on the interface of Add Device) > FIND PWD on an iOS device to scan the QR code on the left side to get a verification code, then enter it into the box on the interface of Verification Code to reset your password. However, if you set an email to get the verification code in Startup Wizard, the App will send the code to that email. You need to get it from email, then enter it on the interface of Verification Code.

.

How Long Can A Hard Disk Drive Record For This DVR System?

There are 4 AHD cameras connecting to this DVR system by default. These cameras are with the resolution of 1080P and variable bitrate which depends on the surveillance scenes. If the bitrate is around 2Mb/s, the corresponding size of the video file will be around 21G per day.

As a result, a Hard Disk Drive with the capacity of 1T may record around 12 days.

.

How Can I Connect An Extra Camera With The DVR System In Addition To The 4 Cameras In The Package?

DVR system supports up to 8 cameras to be connected. Please contact Hiseeu to get the same type of cameras and the corresponding cables.

If you just have a camera in hand, please follow the steps below:

For the camera with the format of TVI/CVI/SVI/CVBS, right click on the screen, select XVI&AHD to set the Signal of the channel to Auto or the corresponding format of your camera, then connect the camera with the DVR system.

For an IP camera, please go to Main Menu > System > Digital > ChannelType to check the box of the fourth line, then go back to the main screen and move the cursor to the channel you’d like

to connect the camera.

Click in the center of the screen to start adding the camera.

.

The Image From The Camera Is Upside Down.

Right click on the main screen and click XVI Control, then check the box before Mirroring or Overturn to flip the image.

.

What Should I Do If It Runs Out Of The Space On Your Hard Disk Drive?

The DVR system is set to loop recording by default, which means the latest videos will overwrite the old videos automatically when it runs out of the space on the Hard Disk Drive.
You can back up the important videos, then delete the videos or format the Hard Disk Drive.

.

Why Does The Hard Disk Drive Stop Saving Videos?

.

The App On My Mobile Device Cannot Receive Snapshots When The Camera Detects Motion, Human Or The Camera Gets Blocked, Etc.?

The App can receive the snapshots by default and you can check from Alarm Push/Alarm of the App.

.

Why Does The App Remind Me Of “Maximum Video Link”?

For remote viewing, such as from App or PC Client, you can only simultaneously access the live videos from 6 channels at most. Please close the unnecessary channel.

.

Why Doesn’t The PC Client Watch The Live Videos?

.

Why Doesn’t The PC Client Watch The Live Videos?

.

What Should I Do If I Got Too Many Push Notifications From App?

This DVR system can support to send you alerts when the camera detects motion, human, face, video feed loss,or the camera gets blocked. You can go to Main Menu > Alarm to disable certain kinds of alarms to reduce alerts.What’s more, you can lower the Sensitivity, set the Region and Period to reduce alerts.

.

How Can I Modify The Time Stamp And Channel Name Displayed On The Screen When Playing The Videos Recorded?

You can go to Main Menu > System > Display to select the channel you’d like to set, then enable Time Display and Channel Title, then click Set. You can even drag them to your desired position on the screen.

.

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

.

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.

,

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

.

2.Select the function which you want to share

.

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  

.

.

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  

.

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

.

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”

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”

.

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

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. 

.

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  

.

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

.

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  

.

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

.

2.Select the function which you want to share

.

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. 

.