Technical Newsletters

Remote Eyes Technical Newsletters

January31, 2013

Please review for important technical information about Remote Eyes® systems and software:

  • Camera Power Supplies – If you have a camera power supply that does not appear to be powering up, please be sure the voltage switch is set to 110v and not 230v. The switch must be firmly pushed to the left.
  • DVR Network Setup Guide – We have posted a DVR Network Setup Guide for Windows 7 that is available for download from the Manuals section of the Support page on our web site. To view the guide, Click Here.
  • RES 8 Server Crash – If you are receiving a REServer.exe crash error message stating “The server has encountered a problem and needs to close,” try going to the following file C:\Program Files\DVR\Server\GetExtIP.dll and rename it to GetExtIP.bak. Then restart the server software. If this does not correct the problem, then you will need to contact [email protected] with the remote access information because we may need to reinstall or dial in and fix the program. Recently, there has been an issue with a Windows update that appears to have corrupted the GetExtIP file.
  • FAQ – We have updated our FAQ section on our website that can be used to find solutions to frequently asked questions. You can check it out at the following address: http://www.remoteeyes.com/FAQ.html
  • Windows Automatic Updates– Windows Updates should not be set to automatically update but instead set to either “Notify me but don’t download or install them” or “Check for them but let me choose whether to download or install them.”
    Windows XP SP3 and Windows Genuine Advantage are both known to conflict with the Remote Eyes Server software. When prompted to install either of these updates, be sure to uncheck the corresponding boxes to remove the updates from the install lists. Before the installation of the updates begins, a window will appear prompting that the updates not be shown again. Be sure to check the box and hit “Ok.”
  • End Users – All dealers are responsible for providing first-tier technical support to their customers (end users). Please do not instruct your customers to contact us directly, as supporting end users impairs our ability to support our dealers in a timely and responsive manner.
  • Remote Assistance – If you need remote assistance, please be sure to have the IP address, port information and method (VNC, LogMeIn, PCAnywhere, TeamViewer, etc.) available before contacting Technical Support. Also, please be sure that the system is accessible and is not on a VPN or blocked by a firewall.
  • Tech Support by Phone – When calling for technical support, please call 301-256-0000 and choose option 3. If the call is directed to voicemail, please be sure to leave a detailed message in order for us to assist you. We cannot help you if we do not know that you called or we do not have a contact number at which to reach you. All voicemail messages are received (and archived) via email by the entire Support and Sales teams. Please be patient, someone will pick up your call at the earliest possible convenience. Also, be sure to provide the serial number at issue during any correspondence with us so we can gather relevant technical information and provide you with faster and more accurate support.
  • Need Training –? Do you need training on Remote Eyes software products? Please send us an email by clicking here and tell us what software you need training on and what you are having trouble with. Also, put in the email what date and time works best for you, and we will schedule it. Please give 2 business days’ notice. Trainings can be scheduled between the hours of 10am-4pm ET, and most training sessions last one hour.

If you have missed any of our newsletters or wish to revisit old notes, go to Technical Newsletters located under the Support tab at www.remoteeyes.com. Feel free to share the Technical Support Newsletters with your colleagues!

If you have any further questions, please email us on [email protected] or call us at 301-256-0000 and choose Option 3 for Technical Support.

 

March15, 2013

Please review for important technical information about Remote Eyes® systems and software:

  • OTSA Lite Series– The OTSA Lite DVRs do not have a power button. To shutdown the DVRs completely you will have to shut down the system via the on screen menu and then unplug the unit.
  • iVMS-4500– The iVMS-4500 application software is still being updated to correct ongoing issues that resulted from the last application update that were causing the RE server software to close upon receiving a connection attempt from iVMS-4500. Until the application has been repaired, we recommend that customers download the Guarding Expert application for their Android and iPhone/iPad devices to use as a temporary solution. Please be advised that Guarding Expert is a predecessor of iVMS-4500 that is not compatible with IP cameras.
  • FAQ – We have updated our FAQ section on our website that can be used to find solutions to frequently asked questions. You can check it out at the following address: http://www.remoteeyes.com/FAQ.html
  • Windows Automatic Updates– Windows Updates should not be set to automatically update but instead set to either “Notify me but don’t download or install them” or “Check for them but let me choose whether to download or install them.” Windows XP SP3 and Windows Genuine Advantage are both known to conflict with the Remote Eyes Server software. When prompted to install either of these updates, be sure to uncheck the corresponding boxes to remove the updates from the install lists. Before the installation of the updates begins, a window will appear prompting that the updates not be shown again. Be sure to check the box and hit “Ok.”
  • End Users – All dealers are responsible for providing first-tier technical support to their customers (end users). Please do not instruct your customers to contact us directly, as supporting end users impairs our ability to support our dealers in a timely and responsive manner.
  • Remote Assistance – If you need remote assistance, please be sure to have the IP address, port information and method (VNC, LogMeIn, PCAnywhere, TeamViewer, etc.) available before contacting Technical Support. Also, please be sure that the system is accessible and is not on a VPN or blocked by a firewall.
  • Tech Support by Phone – When calling for technical support, please call 301-256-0000 and choose option 3. If the call is directed to voicemail, please be sure to leave a detailed message in order for us to assist you. We cannot help you if we do not know that you called or we do not have a contact number at which to reach you. All voicemail messages are received (and archived) via email by the entire Support and Sales teams. Please be patient, someone will pick up your call at the earliest possible convenience. Also, be sure to provide the serial number at issue during any correspondence with us so we can gather relevant technical information and provide you with faster and more accurate support.
  • Need Training –? Do you need training on Remote Eyes software products? Please send us an email by clicking here and tell us what software you need training on and what you are having trouble with. Also, put in the email what date and time works best for you, and we will schedule it. Please give 2 business days’ notice. Trainings can be scheduled between the hours of 10am-4pm ET, and most training sessions last one hour.

If you have missed any of our newsletters or wish to revisit old notes, go to Technical Newsletters located under the Support tab at www.remoteeyes.com. Feel free to share the Technical Support Newsletters with your colleagues!

If you have any further questions, please email us on [email protected] or call us at 301-256-0000 and choose Option 3 for Technical Support.