Technical Newsletters

Remote Eyes Technical Newsletters

March08, 2011

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

  • Android App – You can now download an application to view Remote Eyes v8.4 camera images from the Android market. Simply go to the Android Marketplace and search for the iVMS-4500 application by Hikvision.
  • SARES–When changing the passwords on SARES DVRs, please note that the password cannot contain ‘0’.
  • Software Installations– – When installing Multi-View, POSSvr, WatchDog Pro, and RES 9 software on a Windows 7 or Vista machine please be sure to run the install program as an administrator and not by the autorun setup.
  • Possible Network Driver Problems– 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 April 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. 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 including serial number, problem description, and indicating if you are at a job site and in need of immediate assistance in order for us to help 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 monitored (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, providing us wit the serila 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.

 

April29, 2011

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

  • DVR Purchases – When purchasing DVRs we recommend that you bench test the DVR with cameras at your location before installing at a customer’s site to ensure that everything is working properly. It is possible for connections to come a loose during shipping. As well as it can save tremendous time if a customer site does not have Internet access, which could limit our capabilities in remotely assisting with DVR setup. Bench testing is especially important for new dealers relating to their initial installs, it allows you to familiarize yourself with the server before traveling to a customer site.
    Please note, before powering up the DVR be sure that the cameras are connected.

  • Chassis Change –The RES 6 mRES systems are getting a new look. The chassis has been upgraded and the change will be implemented within the next few weeks. We are transitioning to a newer and sturdier case that allows for additional hard drive space, additional USB ports and improved functionality.
  • RE Player Installation – Many of our programs use REPlayer/RMPlayer, including: RE Server, Multi-View, POSWatch, POSWatchClient, and the ActiveView.ocx. Each of the programs has their own copy of the REPlayer installed in their program directory.
  • In order to update the Player for the above programs, all of the programs must be closed prior to installation. For each of the previously mentioned programs, you will need to individually run the RE Player installation and map the directory for the new player files to update to the RE Player in each of the programs.
  • Ultra VNC – Ultra VNC is our preferred remote access program of choice and is installed on all standard systems by default. When installing a server on location we recommend that port forwarding is done and setup for Ultra VNC as well as Multi-View for every install.
  • 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 including serial number, problem description, and indicating if you are at a job site and in need of immediate assistance in order for us to help 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 monitored (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, providing us wit the serila 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.

 

December15, 2011

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

  • Tech Support by Phone – Holiday Schedule - Our offices will be closed December 23rd, December 26th and January 2, 2012 in observance of the holidays.
  • Remote Eyes Server v10 – Version 10 of Remote Eyes Server (“RES10”) is now available. RES10 is the new and improved version of Remote Eyes H.264 Software, offering IP camera support for the first time. RES10 allows you to view, record, and transmit video from IP Cameras without the installation of a capture card on the server. RES10 can be configured to run as traditional DVR software, as hybrid software mixing analog and IP cameras, or as a pure NVR for IP cameras only. IP cameras compatible with RES10 are shown here: http://www.remoteeyes.com/IP_cameras.html . Email [email protected] for more information on upgrading to RES10 and using Remote Eyes IP cameras.
  • Hard Drive Cost Increase – The recent floods in Thailand are having a significant and adverse impact on the global hard disk drive (HDD) supply chain. HDDs are becoming increasingly difficult to source and prices are rapidly escalating. A temporary HDD surcharge to cover the component price swings has been added to our systems to accommodate for the additional costs we are incurring..
  • Remote Eyes Server Sluggish on Startup? - For RES 8.1 and higher servers experiencing extremely slow startup and RES 6 servers freezing when clicking the Configure button, there is a fix. The GetExtIP.dll file needs to be renamed to GetExtIP.bak.

    Goto C:\Program Files\DVR\Server, locate the GetExtIP.dll file, and rename it to GetExtIP.bak. Then launch Remote Eyes Server, and you should see a remarkable difference.
  • Spot (Analog) Monitor Output Cards – There are two different spot cards available for purchase. The SPOTPCI is for RES 6 only. The D1-SPOT-OUT is for RES 8.4 and higher.
  • Server Installation – Before installing servers at the job site, we strongly suggest that you stage and bench test them in a controlled environment. Testing the servers with cameras before installation will save labor hours and increase profits by reducing your time on site.

    Installing servers in ceilings is strongly discouraged due to possible system overheating, fire codes/regulations, excessive dirt and dust build up, etc. Proper installation of the servers will increase product life and lower maintenance costs. Be sure when installing cameras that they are not positioned towards glass that is facing east or west. In any rooms with windows that are facing east or west, cameras should be near the exterior walls looking towards the interior of the facility
  • PDA Clients – RES10 supports a PDA Client, iVMS4500, which is available for Apple iPhones, Blackberry, Droid and Windows smart phones. The PDA client and instructions for Blackberry and Windows smart phones is available here: http://www.remoteeyes.com/remote_eyes_downloads.html . You can download the PDA client from the Apple store for iPhones and from the Android Market for Droid phones.
  • RES 6 cameras can be viewed using a Java-capable Web browser via the RES6 Webcam feature. The Webcam feature is capable of transmitting the camera images at a setting appropriate for viewing on smart phones. Please contact Technical Support if you need assistance setting up the Webcam feature.
  • POS Integrations – Under the Support tab on our website, there are manuals for all current POS Integrations offered. When setting up POS integrations, we suggest printing out the manual corresponding to the POS integration being installed and taking a copy to the site to have on hand during the installation. Before contacting Technical Support, be sure to use the manual as a guide for the installation and follow the steps outlined in the manual. We recommend for new installations that you test the integration at your facility before deploying the software in the field. Testing setup procedures in the office before deployment will leave you better prepared for problems that may occur in the field and can reduce your on site labor hours and costs.
  • Enlarging RES10 Playback – To enlarge the image size on playback, right-click on the camera image during playback and select Double Size. Close the Search menu to view clips in full screen mode.
  • Windows Automatic Updates – Windows updates should not be set to automatically update but 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 SP3 and Windows Genuine Advantage are both known to conflict with the Remote Eyes 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 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. All voicemail messages are received (and archived) via email by the entire support and sales teams. Please be patient; someone will return 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? 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 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.