Technical Newsletters

Remote Eyes Technical Newsletters

March07, 2012

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

  • Daylight Savings Time – Daylight savings times begins on March 11, 2012 at 2:00 am. Be sure when setting up all units, especially Standalone DVRs, to set the proper settings for DST parameters.
  • Time Settings on Standalone DVRs –Please note that Standalone DVRs always need to have the correct time set at the time of installation. If you do not set the time properly at installation, your customer will not be able to search recorded clips.
  • RESIP– –Remote Eyes Server for IP cameras (RESIP), a software solution compatible with Remote Eyes IP cameras and video servers, is now available. RESIP connects up to 16 IP cameras or video servers and supports 12 concurrent client connections. For additional information, email [email protected]
  • Camera Setup – When running camera cables, be sure to only use 20 gauge (1000 ft runs) center or 22 gauge (750 ft runs) with 95% copper RG59 coax. Cable/Satellite TV cable will not work. Ultra VNC on Windows 7 –There is a newer version of Ultra VNC (v1.0962), which is compatible with Windows 7 and available for download from our website. After downloading and extracting the file, be sure to right click on the setup file and select “Run As Administrator” before installing the software.
  • During installation be sure the box to install the mirror driver is unchecked. (Also after installation go to Device Manager and uninstall the Win VNC Hook driver, which can be found under Video Adapters.) Once installation is complete, open the Admin Properties menu and be sure that all of the boxes are unchecked under the Keyboard & Mouse section. (This step should be done for both the “odyssey” and “remoteeyes” accounts).
  • 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 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.

 

April20, 2012

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

  • Adding Software – We strongly suggest that only approved software be added to servers in the field. We are seeing an increasing number of cases with server malfunctions due to incompatible software being added that conflicts with our Remote Eyes software. Microsoft Essentials, Window SP3 and Windows Remote Desktop are examples of known software that cause issues with Remote Eyes servers. Approved Software:
    • VNC
    • PC Anywhere
    • Log Me In (However you cannot view cameras remotely) Team Viewer
    • Anti-virus software (ex. Avast, AVG, MacAfee, Trend Micro, and CA)
  • Micros SIM Reg – MICROS 3700 setup should be conducted by a MICROS professional. When setting the MICROS Sim Registration it is important to make sure that POSWatch is running, if not, launch it first. Provide the correct IP and listen port of POSWatch then click button “Connect”. Once connected, you will need to provide the SIM interface information. The SIM ID you should provide, is the same as the “VSS SIM” found under the MICROS server interfaces tab. After inputting the SIM ID, be sure to provide the SIM interface paths for all workstations and then click “Finish Registration”.
  • After completing the registration, reload each workstation under the MICROS Control Panel to copy the SIM reg file to each workstation and reload the MICROS server. Or you can manually copy the Sim PMS”X”.isl file from the ETC folder on the server and put it into each ETC folder of the workstations in the cal folder manually:

    ....\CAL\WS**\files\CF\Micros\Etc\.

    Forgetting to copy this PMS file is a common mistake made. The MICROS server will not send data from the Micros workstation to POSWatch without the PMS file being installed correctly. Before calling for support be sure that remote access is setup and has been tested on the Remote Eyes and MICROS servers.
  • 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 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.

 

May30, 2012

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

  • POSWatch Enterprise – We are now offering POSWatch Enterprise, a cloud solution that provides POS integration to unlimited servers and POS devices over a network. For more details, please contact your sales representative or email [email protected]
  • 64-channel Remote Eyes Server – Remote Eyes Server v10.1 now offers 64 channels of video in hybrid mode. For more details, please contact your Odyssey sales representative or email us on [email protected]
  • RESIP– –Remote Eyes Server for IP cameras (RESIP), a software solution compatible with Remote Eyes IP cameras and video servers, is now available. RESIP connects up to 16 IP cameras or video servers and supports 12 concurrent client connections. For additional information, email [email protected]
  • DVR Installation – When resetting the time on an OTSA DVR remotely via the Web browser, you will need to close the web session and restart the connection in order to see the time change.
  • 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 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.

 

July12, 2012

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

 

  • Windows Defender & Microsoft Essential – By default, Windows Defender is activated on Windows 7 systems. When installing Remote Eyes v10, Windows Defender, Microsoft Essentials, and the User Access Controls (UAC) all need to be disabled.
  • Restore Media –All Remote Eyes servers ship with system-specific restore disks and software that can be used to restore the system from the disk if the hard drive crashes. When installing a new system, please be sure to secure the restore disks in a safe location at the job site or at the dealer's location.
  • IP Camera Web Interface – When setting up an IP camera using the web interface, be sure to set the sub-stream resolution to 704 x 480. Also be sure to turn off the OSD setting to suppress the on-board display of time, date and camera number. The OSD setting can be turned off on the following menu: Configuration -> Camera Settings -> Display Settings -> OSD Settings -> OFF.

    For more information on setting up IP cameras, please check out the guide on our website: http://www.remoteeyes.com/PDFs/IPCameraSetupGuide.pdf
  • Supercam HD for iPad – Supercam HD is the best application to use for viewing Standalone DVRs (OTSA models) on an iPad or iPhone.
  • System Packaging – When purchasing a new system, camera, or power supply, please be sure to keep all of the original packaging at least until the job is completely installed for use in the event that some items need to be returned. 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 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.

 

August30, 2012

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

  • Online Manuals and Reference Guides – Under Support tab on the Online Support page on our website you can find software manuals and reference guides for our products. There are reference guides to listed for each one of our Remote Eyes server releases, POS Integrations, Standalone systems, CD burning guides, and remote viewing software. We recommend, especially for new installations that you visit the site to download and print the corresponding manual and/or reference guide pertaining to your installation. To access the site please visit the following page: www.remoteeyes.com/support.html
  • iVMS 4500 Apple Update –The iVMS 4500 update, version 2.00.01 build 20120810, is now available for download from the Apple Store.
  • Hard Drive Capacity – For Windows XP we do not recommend installing a hard drive(s) larger than 2 TB. For Windows 7 machines, the boot drive should be 2tb or less and secondary data drives can exceed the 2 TB limitation, however, larger drives will need to be initialized as a GPT (GUID Partition Table) partition.
  • Multiple IP Cameras on a Network – When you have multiple IP cameras on a network please be sure to assign and forward individual ports to each camera. By default, IP cameras are shipped with port 8000 configured as the default port. If you have multiple IP cameras that share the same external IP address you will incur a port conflict when attempting to access the cameras remotely. The camera port can be configured in the camera web interface settings or utilizing SADP.
  • Naming IP Cameras – Supercam HD is the best application to use for viewing Standalone DVRs (OTSA models) on an iPad or iPhone.
  • IP Camera Web Interface – When setting up an IP camera using the web interface, be sure to set the sub-stream resolution to 704 x 480. Also be sure to turn off the OSD setting to suppress the on-board display of time, date and camera number. The OSD setting can be turned off on the following menu: Configuration -> Camera Settings -> Display Settings -> OSD Settings -> OFF.

    For more information on setting up IP cameras, please check out the guide on our website: http://www.remoteeyes.com/PDFs/IPCameraSetupGuide.pdf
  • Supercam HD for iPad – Supercam HD is the best application to use for viewing Standalone DVRs (OTSA models) on an iPad or iPhone. Video playback is available on the paid version of Supercam, for a fee of $9.95.
  • Super Live Pro for Android – Super Live Pro is the equivalent of Supercam available for download on Android devices. The application name has been changed in the Android Play Store.
  • IP CAM Viewer Basic – In the Android marketplace there is an application, IP Cam Viewer Basic that provides an alternative for viewing IP cameras and RES 6 units remotely on Android Devices.
  • 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 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.

 

October31, 2012

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

  • Hard Drive Capacity – For Windows XP we do not recommend installing a hard drive(s) larger than 2 TB. For Windows 7 machines, the boot drive should be 2tb or less and secondary data drives can exceed the 2 TB limitations, however, larger drives will need to be initialized as a GPT (GUID Partition Table) partition.
  • RESIP Installation on Windows 7 – When installing RESIP or RES 10 in the field on a Windows 7 system be sure to set the UAC controls to “Never Notify”, disable Windows Defender and Windows Essentials before beginning the installation. Also, turn off any anti-virus software installed on the computer before installing the RES 10 software.
  • To install the software, you need to select “Run as Administrator”. Depending on your system configuration you may receive an error message stating the software did not install properly and suggesting that you allow Windows to reinstall the software with the recommended settings. If this message appears select 'Yes' and allow the reinstallation to complete.
  • Webcam Password Protection – You can password protect the webcam view by locally redirecting the page to a password protected web page. Here is a guide for password protecting web pages that may assist: http://www.hwg.org/lists/hwg-servers/passwords.html Client Updates – The Multi-View, POS Watch and POS Watch Enterprise clients have been updated for high speed streaming playback.
  • IP Camera Web Interface - When setting up an IP camera using the web interface, be sure to set the sub-stream resolution to 704 x 480. Also be sure to turn off the OSD setting to suppress the on-board display of time, date and camera number. The OSD setting can be turned off on the following menu: Configuration -> Camera Settings -> Display Settings -> OSD Settings -> OFF. For more information on setting up IP cameras, please check out the guide on our website: http://www.remoteeyes.com/PDFs/IPCameraSetupGuide.pdf

    Super Live Pro for iPhone5 – Super Live Pro is compatible with the new iPhone5 for viewing OTSA units.
  • OTSA Time Settings – Be sure to set the proper time zone and enable DST (if applicable) on initial setup of standalone units.
  • OTSA Webcam – A firmware update, version 3.1.9, is available for webcam viewing for Safari 5.1 in the downloads section of our website: http://www.remoteeyes.com/remote_eyes_downloads.html
  • DVD Drive Stuck – If a DVD Rom will not open, the easiest way to release the door is by inserting the end of a paper clip into the little hole in the lower left hand corner located above the open button.
  • 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.

 

November30, 2012

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

  • 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.
  • OTSA Ports – On the newer standalone units you need to have ports 80 and 6036 forwarded for remote access. Not port 5445 as required for the older SARES units.
  • FAQ – We have updated our FAQ section on our website that can be used to find solutions to frequently asked question. You can check it out at the following: http://www.remoteeyes.com/FAQ.html
  • System Installation – When setting up and installing all servers be sure to attached all peripherals (monitors, VICs, keyboards, mouse, etc.) before attaching the power cables and powering up the server and components.
  • 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.

 

December20, 2012

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

  • Holiday Closings – Our offices will be closed December 24th and 25th as well as January 1st
  • 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.
  • Run Player Error in Multi-View – If you encounter “Unable to Run Player” message when opening the Multi-View program, close Multi-View and then right click on the Multi-View icon. Go to Properties and then select the Compatibility tab. Look for a check box that says 'Run as administrator', check the box and then hit OK. This solution works for Windows XP and 7.
  • 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: 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.