Technical Newsletters

Remote Eyes Technical Newsletters

January06, 2009

It is a New Year, and we have new information to pass to you to help make those On-Site jobs easier.

We have received several calls lately requesting assistance on setting up port forwarding. Unfortunately, there are literally hundreds of routers available in the market, and our support staff does not have expertise to provide support for those products. However, we have found a site to help you with port forwarding for most major router models:

  • Go to http://portforward.com/routers.htm
  • Next, find the Make and Model of the Router you will be dealing with. Notice at the top of the box tells you your external IP address; this is important information to have when trying to connect remotely.
  • When the next page loads, find UltraVNC. This is a great start on how to set up port forwarding for Remote Eyes, and it is one of the programs you will need to enable for remote access (along with Remote Eyes Server).
  • The next window that loads is the step-by-step instruction on setting up port forwarding. There are actual areas on the page where you can input the port numbers and IP addresses. When you input those numbers in the correct textbox areas, it will then show you an example of what the setup should look like on the router’s interface.
  • Once you get UltraVNC set up, follow the same steps in setting up port forwarding for the DVR software (Portforward.com does not have the setup for Remote Eyes products).

Note:

  • mRES/RES uses ports 2996-2999;
  • SARES uses 5445 (NO UltraVNC);
  • HIRES uses 3000, 3001, 3003, 3007 and 8800;
  • mRES/RES 8.0 uses ports 2999 (updated 05-27-2009);
  • POSWatch Client uses port 5000 (updated 10-29-2009)

Next, please note that with the New Year Odyssey is withdrawing support for the following software:

  • Pre- Remote Eyes 5.3
  • CYA
  • Pre-POSWatch 6.0<
  • Pre-WDP 3.0
  • SARES firmware from prior to May 2006

If you wish to continue receiving support for your Remote Eyes program, please contact your Remote Eyes Sales Representative for information on upgrading your software.

Finally, in observance of the federal holiday, Odyssey Technologies will be closed on the 19th of January. Also, our operations may be impacted by the inauguration activities on January 20, so please understand if technical support response takes longer than usual on that day.

 

February10, 2009

February is a new month, and Odyssey Technologies, Inc. has several technical announcements:

  • Remote Eyes Real-Time Server – The Sales Department sent out an e-mail about our new Remote Eyes Real-Time Server (RTRES), which offers 30 frames per second recording on all cameras with full D1/4CIF (704x480) resolution. RTRES is positioned as a premium product for customers with the most demanding surveillance applications, such as casinos, banks, government facilities, schools, and major retailers. Please go to the Servers Section of our Remote Eyes site for more information.
  • Remote Eyes Real-Time Server Training – On February 17th, 2009 at 2PM ET we will be hosting a Webinar training session on the new product, including a walk-thru of the new features on our Remote Eyes software. We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail. SARES Installation Video – We continue to invest in video guides to make learning how to use our products easy. Please go to our Support Website and click on ShowUHow to Setup a SARES Installation
  • POSWatch 6.0 software fix – Early releases of POSWatch 6.0 may save only 2 days worth of transactions. If you are experiencing this problem, please download and load the latest release of POSWatch to fix this problem. Use the following link to obtain the latest release: www.remoteeyes.com/download/POSWatch60.zip
  • POSWatch Client – Look for an upcoming announcement in February for our new POSWatch Client software. POSWatch Client allows POSWatch users to review transaction data and clips from remote locations with a simple client connection.

Finally, Odyssey Technologies, Inc. will be open on February 16th (Presidents Day). If you have any further questions please email us on [email protected] or call us at 301-256-0000 and push 3 for Technical Support.

 

March04, 2009

March is the last month of the first quarter, and Odyssey has new technical information for you:

  • Remote Eyes Real-Time Server Training – On March 18th, 2009 at 2PM ET we will be hosting a Webinar training session on the new product, including a walk-thru of the new features on our Remote Eyes software. We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.
  • Configure Window Slow – We have gotten a few calls about the Remote Eyes 6.0 Configure window taking more than 10 seconds to open. This is usually caused when the computer cannot get online. To see if this is the case, go into the Communications tab and look in the internal and External IP address. If one of these fields are missing this would be the cause of the slow configure window. To fix this go to C:\Program Files\Remote Eyes\Server (or C:\Program Files\DVR\Server) and delete GetExtIP.DLL
  • POSWatch Client –Our new POSWatch Client software is out. POSWatch Client allows POSWatch users to review transaction data and clips from remote locations with a simple client connection. You will need to update POSWatch to 7.0 for the POSWatch Client to work. Click here to download POSWatch 7.0 w/ POSWatch Client
  • Update for RES 8.0 Systems – The current production version of RES 8.0 software is 8.1.902.26. If your RES 8.0 server is not at this level, then please contact Odyssey for a software update. If you wish for Odyssey to update your Remote Eyes 8.0 Server please click here and give us the VNC access information (IP, Port, and Password). If you do not have VNC access, still email us, but ask us for a download link.
  • Update for SARES DVRs (post-2006) – There is a firmware update (Version 20081124) on our download site for SARES. This fix improves the reliability of network connections. There is also an update for the SARES network Client (version 3.6), which can be found on our download site
  • Daylight Savings Time – Remember that this Sunday we move our clocks forward one hour. If your DVR is running on XP, you will be fine with the change if you have done all window updates (except SP3). If your DVR is running on Windows2000 you need to add this patch
  • Units more than 4 Years old – If you have a system that is over 4 years old, it takes more time to find the parts to repair your system. It is highly recommended that you purchase an UPGRADE system. Contact your sales rep. for more information.

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.

 

May20, 2009

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

  • Remote Eyes 8.0 Update: The latest release of RES 8.0 is 8.3.905.14. If we have your RES 8.0 systems registered and have VNC access, then we have already handled this update for you. This software update includes PTZ control, camera control, audio recording, streaming playback through Multi-view Client, and secondary transmission streaming. If you want to make sure you have the latest update, email us at Support and give us the Serial Number of the unit.
  • Multi-View 8.0 Update: To enjoy all of the latest RES 8.0 features, you need to be using MV Client version 8.3.905.14. Please update your MV Client by clicking here.
  • POSWatch 7.0 and POSWatch Client 7.0: There is also an update for POSWatch 7.0 with additional POS filters, including Ruby Verifone. To have your Remote Eyes system updated with the latest POSWatch, please email us at Support with the IP address to the DVR. To keep your POSWatch Client current with the latest POSWatch features, please click here to download the latest update (version 7.0.905.6).
  • Remote Eyes 8.0 Server Training: On June 4th, 2009 at 2PM ET, we will be hosting a Webinar training session on Remote Eyes 8.0, including a walk-thru of the new features included in the latest release (8.3.905.14). We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.

Remember we are closed on Monday May 25th, 2009 to observe Memorial Day. The office will re-open Tuesday at 8am ET.

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

 

June12, 2009

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

  • Technical Newsletters Online: Archived technical newsletters are now available online. Go to our website (www.remoteeyes.com) and click on Technical Newsletters under the Online Support tab to review the archive.
  • POSWatch and POSWatch Client 7.0 Update: If you have a DVR in one time zone and the POSWatch client in a different time zone, you will need the latest POSWatch update to display transaction times correctly on the client. Please update POSWatch 7.0 by clicking here, and Client by clicking here. If your POSWatch Client is in the same time zone as your POSWatch Server, you do not need to make any software updates at this time.
  • How to Burn a Clip: The most common end user question remains “how do I burn a video clip?” There are ShowUHow videos showing how to burn video clips for RES, SARES, and HIRES. Please go to www.remoteeyes.com/support.html to view these and other ShowUHow Clips.
  • Remote Eyes 8.0 Server Training: On July 1st, 2009 at 2PM ET, we will be hosting a Webinar training session on Remote Eyes 8.0, including a walk-thru of the new features included in the latest release (8.3.905.14). We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.

As a reminder, we will be closed on Friday July 3rd, 2009 to observe Independence Day. The office will re-open on Monday, July 6, at 8am ET.

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

 

July08, 2009

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

  • Remote Eyes 8.0 Update: The latest release of RES 8.0 is 8.3.906.19. If we have your RES 8.0 systems registered and have VNC access, then we have already handled this update for you. This software update includes PTZ control, camera control, audio recording, streaming playback through Multi-view Client, and secondary transmission streaming. If you want to make sure you have the latest update, email us at [email protected] and give us the Serial Number of the unit.
  • Multi-View and Vista: If you are using Multi-View Client on Vista, you may observe that when highlighting motion on the cameras, the camera images may flash on and off. This behavior is caused by Vista and can be remedied by taking the following steps. Go to System (Right click Computer and go to Properties) --> Advanced System Settings on the left --> go toSettings under Advanced Performance. There are 4 radio buttons; select the Custom radio button and then check the last check box (leaving all other boxes unchecked).
  • New On the Support Site: There are three new documents on our support website. The first one is a Quick User Reference Guide for Remote Eyes version 8.0. Check it out under Manuals. The second document is a Set up Guide for installing version 8.0. This document can also be found under Manuals. The last document is a Future POS and Remote Eyes integration guide. This document will help you set up Future POS terminals for text insertion and searching video transactions and can be found under POSWatch Manuals.
  • Remote Eyes 8.0 Server Training: On July 22nd, 2009 at 2PM ET, we will be hosting a Webinar training session on Remote Eyes 8.0, including a walk-thru of the new features included in the latest release (8.3.906.19). We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.

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

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.

 

August19, 2009

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

  • Remote Eyes 8.0 Update: The latest release of Remote Eyes Server 8.0 is 8.3.906.19. If we have your RES 8.0 systems registered and have VNC access, then we have already handled this update for you. This software update includes PTZ control, camera control, audio recording, streaming playback through Multi-view Client, and secondary transmission streaming. If you want to make sure you have the latest update, email us at [email protected] and give us the Serial Number of the unit.
  • Proper Use of Recording Modes. Remote Eyes 8.0 supports three recording modes: Continuous, Motion, and Mixed. For cameras viewing areas with a high level of expected activity, Continuous recording is best. For cameras where minimal activity is expected, Motion recording will conserve hard drive while capturing whatever activity does occur. If liability mitigation is a concern in areas where minimal activity is expected (i.e. customer needs continuous recording for legal reasons but also wants any motion events to stand out), use Mixed mode recording. Do not use Motion or Mixed recording for cameras with a high level of activity. Doing so may result in an excessive number of clips being generated and could potentially destabilize the Server.
  • 3rd Party Products: Odyssey Technologies, Inc. does not support the addition of any 3rd party software or hardware products on the Server platform. If you wish to add or install any 3rd-party hardware or software, please ask Technical support for assistance first. Many of our dealers are loading Logmein onto the Server. Please be advised that Logmein can cause the Server to not display cameras (still recording but not displaying) and drop off the network. Please note that VNC is pre-loaded on every Server as part of the factory image and offers comparable function to Logmein. Using VNC, you can log onto the Server using a web browser by forwarding port 5800 to the Server (in addition to port 5901, which is used by the VNC client). Please review the January Technical Newsletter for a refresher on port forwarding.
  • Finally, Windows XP Pro SP3 is not recommended for the Server as it is potentially destabilizing. Windows Updates are recommended, but not SP3.
  • Multi-View and Vista:
    • To install Multi-View Client software on a Windows Vista platform, first disable User Access Control using Method 4 as described in the following document: (http://www.petri.co.il/disable_uac_in_windows_vista.htm). Next, download Multi-view version 8.3 from our website. Then, extract the ZIP file by right clicking the folder and selecting EXTRACT. Once extracted, open the folder, right click on Install.exe and select Run as Administrator. Finally, after the install process completes, click on the Multi-View icon on the desktop Multi-view should now run without any issues.
    • In Multi-View, choosing to highlight motion events on the cameras may result in the camera images flashing on and off. This behavior is caused by Vista and can be remedied by taking the following steps:
      • Go to System (Right click Computer and go to Properties)
      • Go to Advanced System Settings on the left
      • Go to Settings under Advanced Performance. There are 4 radio buttons; select the Custom radio button and then check the last check box (leaving all other boxes unchecked).
  • Viewing Cameras on your iPhone and Blackberry: We have received many inquiries about viewing cameras on popular PDA devices such as iPhone and Blackberry. For Remote Eyes 6.0, we can update the Server so that cameras can be viewed through a browser on iPhone and Blackberry. Please email us with the Serial Number and VNC access information for us to update your Server with this feature. For Remote Eyes 8.0, support for PDA and Web clients will be added in an upcoming release.
  • Server Won’t Join the Network? A dark NIC port is not necessarily indicative of a hardware problem. In fact, hardware failure of the NIC port is a fairly rare occurrence. More likely, your network settings are incorrect for the network you are joining. If no data packets are flowing between the server and router, the NIC port will remain dark. When in doubt, use “obtain IP address automatically” on PC-based servers and DHCP setting on the standalone (SARES) product.
  • Out of Warranty Repairs. For older systems that use IDE hard drives, note that IDE technology is becoming increasingly difficult to source in today’s market. As a result, repairs to older systems may take additional time as we source the necessary parts. Odyssey’s Upgrade program is designed to allow existing users to trade in older, out of warranty units in exchange for a price discount on a new unit with 3-year warranty coverage.
  • Turnaround Time for Repairs. We are investing in additional repair bench capacity to improve turnaround time on RMA repairs. The additional capacity should be available by the end of August, allowing us to better serve our dealers and their customers.
  • Remote Eyes 8.0 Server Training: On August 26th, 2009 at 2PM ET, we will be hosting a Webinar training session on Remote Eyes 8.0, including a walk-thru of the new features included in the latest release (8.3.906.19). We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.

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

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.

 

September24, 2009

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

  • Remote Eyes 8.0 Update: The latest release of Remote Eyes Server 8.0 is 8.3.907.21. This software update fixes the SAVE TO ALL CAMERAS function in CONFIGURE to correctly allow each camera name to remain unique. This update also adjusts the default motion recording settings to more efficiently use the video archive hard drive. If you need to apply this update to your systems, please email us at [email protected] and give us the Serial Number of the unit.
  • Multi-View and Vista Reminder: To install Multi-View Client software on a Windows Vista platform, first disable User Access Control using Method 4 as described in the following document: (http://www.petri.co.il/disable_uac_in_windows_vista.htm). Next, download Multi-view version 8.3 from our website. Then, extract the ZIP file by right clicking the folder and selecting EXTRACT. Once extracted, open the folder, right click on Install.exe and select Run as Administrator. Finally, after the install process completes, click on the Multi-View icon on the desktop. Multi-view should now run without any issues. In Multi-View, choosing to highlight motion events on the cameras may result in the camera images flashing on and off. This behavior is caused by Vista and can be remedied by taking the following steps:
    • Go to System (Right click Computer and go to Properties)
    • Go to Advanced System Settings on the left
    • Go to Settings under Advanced Performance. There are 4 radio buttons; select the Custom radio button and then check the last check box (leaving all other boxes unchecked).
  • Server Drops off the Network? If your system keeps dropping off the network overnight, it is possible Windows is disabling the NIC to save energy. To fix this, go into the Odyssey account, right click on My Computer and select Properties. When the System properties window pops up, click on the hardware tab and click on Device Manager. Once in the Device Manager window, under network adapter, right click on the network device and select properties. Next, click on Power Management and uncheck “Allow the computer to turn off this device to save power.” Finally, reboot the computer.
  • Do not use Windows Remote Desktop: Please do not use Windows Remote Desktop because it will cause the Secure Desktop to affect all Windows accounts. If the Odyssey account becomes secure, you will lose Windows administrator rights and will have to reimage the C: partition.
  • Remote Eyes 8.0 Server Training: On October 20th, 2009 at 2PM ET, we will be hosting a Webinar training session on Remote Eyes 8.0. We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.

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

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.

 

October29, 2009

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

  • Remote Eyes 8.0 Update - The latest release of Remote Eyes Server 8.0 is 8.3.907.21. This software update fixes the SAVE TO ALL CAMERAS function in CONFIGURE to correctly allow each camera name to remain unique. This update also adjusts the default motion recording settings to more efficiently use the video archive hard drive. If you need to apply this update to your systems, please email us at [email protected] and give us the Serial Number of the unit.
  • Daylight Savings Time Ends - Remember that this Sunday we move our clocks back one hour. If your DVR is running on XP, you will be fine with the time change if you have installed all Windows updates (except SP3). If your DVR is running on Windows2000, you need to add this patch.
  • Remote Eyes 6.1 - In March of this year, we had received a number of dealer and end customer support calls regarding the transition to Daylight Savings Time (DST). The problem was the time automatically changed correctly in Windows, however Remote Eyes Server was not picking up the time change. The cause of this problem was in the Windows library Remote Eyes Server was built with. This has been fixed by incorporating an updated Windows library into Remote Eyes Server. Download updated versions of Remote Eyes Server 6.0 and Multi-View Client 6.0 by Clicking Here.
  • Using a Varifocal Lens - A varifocal lens’ field of view can be adjusted by first loosening the screw on the wide/telephoto part of the varifocal lens. Adjust it towards the T to zoom in closer or adjust it towards the W to zoom out. The next step is to loosen the focus screw. It will need to be backed out approximately 2 complete turns in order to get the full focus range. Slide the focus screw until the picture is clear. Make sure you tighten the screw down after you are finished.
  • Turnaround Time for Repairs – There has been some concern on the turnaround time on repairs. We have experienced high absenteeism due to the flu epidemic, however we are now back to full strength and caught up on our backlog of repairs. We thank you for your patience during this time and apologize for any inconvenience to our dealers and their customers.
  • Leaving Voice messages for Support - We understand it can be frustrating not getting support on the first try. Please understand we might be on a call with another technician or away from our desks working on repairs. Please leave a message with your name, number, serial number of the unit, and a detailed description of the problem so we can have the appropriate technician call you back. To bypass the Support voice mail greeting, push # on your phone, you will hear the beep, you know what to do then. Your call will be returned within 30 minutes. Not leaving a message or just hanging up does not help us to help you get your job done faster!
  • Remote Eyes 8.0 Server Training - On November 11th at 2PM ET, we will be hosting a Webinar training session on Remote Eyes 8.0. We will be taking the first 20 technicians that wish to participate in this training. Click Here to sign up by e-mail.

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

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.

 

November17, 2009

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

  • Remote Eyes 8.0 Update - The latest release of Remote Eyes Server 8.0 is 8.3.907.21. This software update fixes the SAVE TO ALL CAMERAS function in CONFIGURE to correctly allow each camera name to remain unique. This update also adjusts the default motion recording settings to more efficiently use the video archive hard drive. If you need to apply this update to your systems, please email us at [email protected] and give us the Serial Number of the unit.
  • Windows 7 & Remote Eyes – We have tested all of our client software and Sales demo products on Windows 7 and verified that all programs work. WatchDog Pro 3.1 and POSWatch Client both work without any issues or needing to run as administrator. POSWatch 7.5 needs to be launch as an Administrator for the first time only. If you need to make adjustments to POSSvr, you need to run as Administrator every time. SARES client and DVR-Net both run without any issues or having to run as Administrator. Multi-View 8.3 runs great without needing to run as administrator unless you need to view access logs, event logs or configuration settings. To run Multi-view without having to always run as administrator you can turn off User Access Control (UAC). The only side affect we have noticed with Windows 7 is Multi-View does not work with Dual Monitors; our engineers are reviewing this.
  • SARES9 & SARES16 Firmware update – on our Downloads page (click here), there is a firmware update for SARES9 and SARES16 (20090610). This update is available for routine maintenance of your DVRs and is not considered critical.
  • REPlayer & RMPlayer – Keep an eye on the Remote Eyes Download page. Coming soon is a new and improved Multi-Channel Player (RMPlayer) to play both H.263 clips and H.264 clips. We are also improving both REPlayer and RMPlayer to no longer require CD formatting prior to burning clips; the Players will both format the disc and place the clips onto the disc followed by auto-eject with a single click.
  • Leaving Voice messages for Support - We understand it can be frustrating not getting Support on the first try. Please understand we might be on a call with another technician or away from our desks working on repairs. Please leave a message with your name, number, serial number of the unit, and a detailed description of the problem so we can have the appropriate technician call you back. To bypass the Support voice mail greeting, push # on your phone. You will hear the beep, and you know what to do then. Your call will be returned within 30 minutes. Not leaving a message or just hanging up does not help us to help you get your job done faster!

As a reminder, we will be closed on Thursday November 26th and Friday November 27th, 2009 to observe Thanksgiving Day. The office will re-open on Monday, November 30th, at 8am ET.

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.

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.