Technical Newsletters

Remote Eyes Technical Newsletters

January26, 2010

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

  • Windows XP Pro SP3 – We have seen a number of dealers loading SP3 on Remote Eyes DVRs lately. Please note Windows XP Pro SP3 is not recommended for Remote Eyes Server as it is potentially destabilizing. Windows Updates are recommended, but not SP3.
  • 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.
  • 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.
  • 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.
  • Need Training? – Do you need training on Remote Eyes Software? Please send us an email by clicking here and tell us what software training you need and what you are having trouble with. Also, put in the email what date and time works 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

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.

 

July01, 2010

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

  • Remote Eyes 8.4 Update - The latest release of Remote Eyes Server 8.0 is 8.4.004.15. This software update adds the date and time stamp to the camera images, which can be toggled on and off. The update also enhances the audio monitoring capabilities, adds the option to use an optional spot (analog) monitor output card, and provides single-click CD/DVD burning capability. The spot monitor output card for RES-8 is capable of sending output to two different monitors and displaying 16 cameras in a 4x4 layout. If you need to apply this update to your systems, please email us at [email protected] and provide us the serial number of the unit.
  • Remote Eyes 6.2 Update - The latest release of Remote Eyes Server 6.0 (6.2.004.06) is now available. This software update includes single click CD/DVD burning capability. If you need to apply this update to your systems, please email us at [email protected] and provide us the serial number of the unit.
  • REPlayer & RMPlayer – The REPlayer & RMPlayer have been updated to play both H.263 clips and H.264 clips. CD formatting is no longer required 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. The updated players are currently available for download from our web site and also available in the Remote Eyes 6.2.004.06, Remote Eyes 8.4.004.15 and Multi-View Client 8.4.5.27 releases.
  • Multi-View Client – When installing Multi-View Client 8.4.5.27, we recommend that you completely remove previous versions and restart the system before installing the newest client. Multi-View now supports up to 4 monitors, however, if you are trying to view RES 8 servers, monitor 1 has to be selected as the primary.
  • PDA Client – There are currently PDA clients available for Windows Mobile and the iPhone which we are beta testing. If you are interested in testing the PDA clients, please contact Tech Support for download information at [email protected] or by phone at 301-256-0000, option 3.
  • WEPOS – The usage of WEPOS for POS workstations has been increasing. If a location has recently changed their POS workstation OS from XP to WEPOS, please be sure to inform tech support when calling for support in order to ensure that your questions can be answered properly.
  • Multi-View and Vista and Windows 7 Reminders: 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 8.4 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)
  • Windows Genuine Advantage – We are aware that recently there have been issues caused by Windows Genuine Advantage installing and causing errors due to the copy of Windows not being able to authenticate. Please be sure to set Automatic Updates to “Notify me but do not automatically download or install them.” By doing this you can custom install Windows updates. Uncheck the box next to the Windows Genuine Advantage selection and then be sure to check the box “Do not notify me of this update again” when prompted to verify that you do not want to install the software. By checking this box and clicking OK, the program will not install and it will not appear in future automatic windows updates. If the update has already automatically installed and the Windows Genuine Advantage window pops up, you will need to decline the software agreement to prevent the installation from completing. Click ‘Next’ on the window to proceed to the software agreement page and then click ‘Decline’ and ‘Cancel’. These steps must be followed in order to prevent future notifications. The previous steps are also suggested to be followed for Windows XP Service Pack 3.
  • Need Training? – Do you need training on Remote Eyes Software? 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 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 trainings 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. 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.

 

September17, 2010

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

  • Office Relocation – Our office has relocated. We are now located at 7526 Connelley Drive, Suite A, Hanover, MD 21076. Please update your shipping systems and contact lists to reflect our new address to ensure that all RMAs are delivered to the correct location.
  • Archiving to External HDD –For security purposes, we suggest using external hard drives for backups only. The usage of external hard drives for additional archive storage is not recommended, nor is it supported.
  • Multi-View on MAC – Remote Eyes server software is not currently available for distribution on MACs. However, you can use Multi-View to view camera images on MACs using Windows emulator software. Parallels Desktop for MAC is one such emulator that is capable of successfully running Multi-View on MAC. For more information on Parallels, please visit their website http://www.parallels.com/
  • End Users – All dealers are responsible for providing first tier technical support for 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 to reach you. Please 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? Please send us an email by clicking here and tell us what software training you need and what you are having trouble with. Also, put in the email what date and time works 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.

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.

 

December02, 2010

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

  • Network Driver Updates– Intel has recently released a network driver update for the REALTEK GbE & FE Ethernet PCI-E NIC integrated on the Intel DQ41 Motherboard. If you are experiencing problems with the server dropping off of the network or being unable to connect to the network, it is possible that you need to apply this driver update. We recommend that the update be applied to all servers shipped between May 1 and September 28, 2010 that have not already been updated to driver version number 5.764. The update can be downloaded from our website at: http://www.remoteeyes.com/download/Realtek_LAN_5.770.zip For additional information you can check Intel’s website at http://downloadcenter.intel.com/Detail_Desc.aspx?agr=Y&ProdId=3058&DwnldID=19457&keyword=intel+dg41rq&lang=eng Multi-View on MAC –You can use Multi-View Client to view live camera images on MACs using Windows emulator software. Parallels Desktop for MAC and VMware Fusion are two emulators that are capable of successfully running Multi-View on MAC. For more information on Parallels, please visit their website http://www.parallels.com/. For more information on VMware Fusion, please visit www.vmware.com.
  • End Users – All dealers are responsible for providing first tier technical support for 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. Ultra VNC, which is installed by default on all factory images, however, is our preferred method for remote access. 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 to reach you. All voicemail messages are received (and archived) via email by the entire support and sales teams. Please be patient; your call will be returned as efficiently as possible. Also, be sure to provide the serial number at issue during any correspondence with us so can gather relevant technical information and provide you with faster and more accurate support.
  • Need Training? – Do you need training on Remote Eyes Software? Please send us an email by Clicking here and tell us what software training you need and what you are having trouble with. Also, put in the email what date and time works 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.

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.