Question 1

What are AHD cameras / AHD technology?

Accepted Answer

AHD CCTV is an analog high definition closed-circuit television video surveillance standard that uses coax cable to transmit HD video from security cameras to DVRs. AHD supports resolutions from 720p up to 8MP.

Question 2

What is the difference between SDI, TVI, CVI, Analog, AHD and IP?

Accepted Answer

Analog -- up to 1000 TVL.
AHD (Analog High Definition) -- up to 8MP resolution.
CVI / TVI -- different manufacturers' own HD-over-coax formats.
SDI -- Full HD, 1080p.
IP -- network/digital cameras.

Question 3

What are the advantages of an AHD camera?

Accepted Answer

AHD cameras capture high definition video at up to 8MP resolution and are used with AHD DVRs, with the convenience of plug-and-play installation. The camera and DVR connect via BNC (Bayonet Neill-Concelman) cable, which carries power to the camera and returns the video/alarm signal to the DVR.

Key advantages:
1. Wide range of resolutions available
2. Supports long cable transmission distances
3. Low cost

Question 4

What cable is used to connect an AHD camera to the DVR?

Accepted Answer

AHD cameras are installed using coaxial cable. Most integrators use CCTV cable (3+1), which carries video, audio and DC power in the one run -- keep in mind this has some limitations over very long distances due to power and video signal drop.

Question 5

What is CMOS?

Accepted Answer

CMOS (Complementary Metal-Oxide Semiconductor) is the image sensor inside the camera that converts incoming light into an electronic signal.

Question 6

What type of lens does an AHD camera use?

Accepted Answer

AHD cameras generally use one of two lens types -- fixed or varifocal. Fixed lenses are commonly available in 2.6mm, 3.6mm, 6mm, 8mm and 12mm focal lengths depending on the field of view you need.

Question 7

What is a varifocal lens?

Accepted Answer

A varifocal lens has a variable focal length, so the focus changes as the focal length is adjusted. AHD varifocal cameras typically use a 2.8-12mm lens, letting you fine-tune the field of view once the camera is on site.

Question 8

What is an ICR (IR-cut filter) and what does it do?

Accepted Answer

An ICR (IR-Cut Filter Removable) is a mechanical shutter between the lens and image sensor, controlled by a motor or electromagnet. When it's switched on, it blocks infrared light so only visible light passes through (colour mode). When switched off, infrared light is allowed through and the image switches to black & white, which is more sensitive in low light.

Question 9

What is an IR LED, and what gives an AHD camera its day/night capability?

Accepted Answer

An IR LED (Infrared Light Emitting Diode) emits light in the infrared range, invisible to the naked eye. AHD cameras use IR LEDs to illuminate a scene in darkness -- effectively acting like a spotlight only the camera can see -- and this is what gives them day/night switching.

Question 10

What DVR do I need for an AHD camera?

Accepted Answer

AHD cameras need an AHD DVR of a matching or higher resolution -- for example, a 3MP AHD camera should be paired with a DVR that supports at least 3MP.

Question 11

What is an IP camera?

Accepted Answer

IP stands for Internet Protocol. An IP camera is a digital video system that can transmit data over a network, so you can view your security feed from a mobile device anywhere with an internet connection. IP cameras are also referred to as network cameras.

Question 12

How do IP surveillance cameras work?

Accepted Answer

In a traditional analog system, video is sent over cable to a DVR. An IP camera instead sends digital video over your network -- much like any other IT device such as a printer. Footage may be stored on the camera itself, or streamed to a separate storage device on the network known as a network video recorder (NVR). Image quality isn't compromised by going digital -- resolution is generally better than analog.

Question 13

What network connection do I need for an IP camera system?

Accepted Answer

You can run IP cameras over a wired network (physical router/switch) or Wi-Fi. Wired networks tend to be more secure and reliable; Wi-Fi is easier to install but needs more attention to security. A cellular connection is also possible and tends to be more secure than Wi-Fi, though slower. We can help work out which option suits your site and security needs.

Question 14

What components will I need for an IP camera system?

Accepted Answer

You'll need the IP cameras themselves and an NVR or other storage device. Microphones and speakers are usually already built into the cameras, so additional accessories generally aren't required. We can help size the right equipment for your budget.

Question 15

What are the advantages of IP surveillance systems?

Accepted Answer

Higher resolution, easier installation, improved capability for the cost, faster and more reliable performance, easier day-to-day management, and easier compliance with IT policy requirements.

Question 16

What is meant by a PTZ camera?

Accepted Answer

PTZ stands for pan, tilt and zoom -- a surveillance camera with remote directional and zoom control. Panning and tilting is the camera itself physically moving, while zoom is the lens changing its focal length and focus.

Question 17

What is the difference between IP PTZ and AHD PTZ cameras?

Accepted Answer

An AHD PTZ camera uses two separate cables -- one for the video signal, one for the pan/tilt/zoom controller. An IP PTZ camera works over a single network cable that carries both the video feed and the pan/tilt/zoom control signal.

Question 18

What is a PTZ camera housing made of -- is it vandal-proof?

Accepted Answer

PTZ cameras carry an IP66 rating and offer a degree of vandal resistance -- the outer casing is metal or high-grade abrasion-resistant plastic, with the lens further protected by a reinforced glass dome.

Question 19

What power supply does a PTZ camera need?

Accepted Answer

Our PTZ camera range requires a 12V DC, 5 Amp power supply.

Question 20

What cable connections are needed for power and video?

Accepted Answer

Power connector: DC pin, 12V DC, 5 Amp.
Video/network connector: RJ45 over Cat6 cable.

Question 21

How far can the power connection to a PTZ camera run?

Accepted Answer

We strongly recommend powering a PTZ camera from an immediate, local power source. Running power over a long cable distance reduces the voltage reaching the camera and can stop it functioning properly.

Question 22

Forgot the login password?

Accepted Answer

Note down the unit's serial number and contact your dealer for a temporary password. Log in with the temporary password, then reset it to something of your own.

Question 23

The web plugin (ActiveX) won't load?

Accepted Answer

Close your browser before the installation starts, and disable your firewall and antivirus while installing.
In Internet Explorer: enable checking for newer versions of stored pages on every visit (Tools -> Internet Options -> General -> Settings), add your NVR's IP address to Trusted Sites (Tools -> Internet Options -> Security) and to the Compatibility View list (Tools -> Compatibility View Settings), then clear IE's cache.

Question 24

A camera keeps going online and offline?

Accepted Answer

Check that the network connection is stable, and update the firmware on both the camera and the NVR -- contact us for the latest versions.

Question 25

Live view works but I can't find the recording?

Accepted Answer

Check that a recording schedule is configured correctly, that the NVR's time and time zone are correct, that the hard disk isn't damaged, and that the footage you're after hasn't already been overwritten.

Question 26

Motion detection isn't working?

Accepted Answer

Check that motion detection is enabled and the detection area is drawn correctly, that sensitivity isn't set too low, and that the arming schedule is configured for the time in question.

Question 27

The NVR won't recognise a hard disk?

Accepted Answer

Use the power adapter supplied with your NVR, power the unit down and reseat the disk, then try a different disk slot. If it still isn't recognised, the disk may not be compatible -- contact us for a list of compatible models.

Question 28

The mouse doesn't work?

Accepted Answer

Use the mouse supplied with your NVR, and make sure no extension cable has been added between the mouse and the unit.

Question 29

What is a DVR?

Accepted Answer

A DVR records video in a digital format that can be saved to a disk drive, SSD, SD card or USB flash drive -- like a basic VCR that uses hard drives instead of videotapes, and can pause live TV in real time. For CCTV, the DVR converts the incoming analog signal to a compressed digital format. IP cameras can work independently of a DVR in the same way a security camera can record to its own SD card.

Question 30

What do the on-screen messages mean (No Disk / Disk Fail / No Video / Disk Full)?

Accepted Answer

No Disk -- the disk isn't fully inserted, or isn't available.
Disk Fail -- the disk isn't FAT32 formatted, or has failed.
No Video -- an intermittent video connection or signal.
Disk Full -- the recording storage is full.

Question 31

Why does the picture pixelate?

Accepted Answer

This is usually caused by the memory card's write speed being too slow to keep up with the incoming video. Because memory card speed is tied to specific byte locations, pixelation tends to reappear at the same point each time -- for example, always around 5 minutes into a clip. Static scenes are less likely to pixelate than full-action video, especially when recording in Variable Bit Rate (VBR) mode; cards with wear-levelling will pixelate at a different spot each time a new file is created.

Question 32

Why is there no audio, in live view or in playback?

Accepted Answer

If there's no audio in playback, check the audio setting is enabled for that channel. If there's no audio in the live surveillance window at all, check you have a working microphone and powered speaker connected, and that the audio cabling isn't damaged. If live audio is fine but playback has none, check the audio option was ticked while recording and that the correct channel is linked to that camera's video.

Question 33

Why doesn't motion detection work?

Accepted Answer

Check that motion detection is switched on and the detection area is drawn correctly over the zone you want covered, that sensitivity isn't set too low, and that the arming/schedule for motion detection is actually active for the time in question.

Question 34

Why does the camera image flicker?

Accepted Answer

Move the camera, or move any strong light source, away from direct line of sight of the lens -- flicker is usually caused by a bright light or reflection interfering with the sensor.

Question 35

The DVR won't boot up, or keeps rebooting -- what should I check?

Accepted Answer

Won't boot at all: check the power supply is correct and firmly connected, that the power lead isn't damaged, that the last firmware update completed successfully, and that the hard disk, its SATA lead, front panel and mainboard aren't damaged.

Boots, then reboots or stops after a few minutes: check the input voltage is stable, the hard disk isn't damaged, the power supply isn't underpowered, the video signal is stable, and that the unit isn't overheating due to poor ventilation.

Question 36

The DVR can't detect a hard disk -- what should I check?

Accepted Answer

Confirm the hard disk's power cable is connected, check the SATA data cable for damage, and check the SATA port on the mainboard isn't faulty. If all of that looks fine, the disk itself may have failed.

Question 37

There's no video output on one, several or all channels -- what should I check?

Accepted Answer

Update the firmware if it's out of date, restore default image settings (brightness can end up set to 0), confirm there's actually a video signal reaching that input, and check whether channel or screen protection has been enabled. If none of that resolves it, the hardware itself may be faulty.

Question 38

The image colour or brightness looks wrong -- what should I check?

Accepted Answer

Confirm the BNC output is set to the correct video standard (PAL, not NTSC) -- the wrong setting shows as black and white. Check the DVR's output impedance matches the monitor, that the video cable run isn't too long or lossy, and review the colour/brightness settings on the DVR itself.

Question 39

I can't find recorded footage, or local playback isn't clear -- what should I check?

Accepted Answer

Check the hard disk and its data cable for damage, confirm you haven't updated the DVR with a mismatched firmware/program file, and check whether the footage you're after has already been overwritten or recording was switched off for that period. If the image itself is poor quality, this may reflect the recording quality setting used at the time -- try rebooting the DVR if the issue is inconsistent.

Question 40

The date/time on the DVR is wrong -- what should I check?

Accepted Answer

Check the date/time and time zone settings, confirm the internal battery isn't flat or making a poor connection, and set up NTP time sync so the unit keeps itself correct automatically.

Question 41

The DVR won't control my PTZ camera -- what should I check?

Accepted Answer

Confirm the PTZ camera itself is working, and that the PTZ decoder's wiring, address and protocol settings on the DVR all match the camera. If several decoders are daisy-chained, the far end of the A/B data line needs a 120 Ω terminating resistor to prevent signal reflection, and check the cable run isn't too long for reliable control.

Question 42

I can't log in via a web browser or the CMS software?

Accepted Answer

Older operating systems (Windows 98/ME) aren't supported -- update to Windows 2000 SP4 or later. Check ActiveX hasn't been blocked, that your graphics driver supports at least DirectX 8.1, that the network connection and settings are correct, and that you're using the right username and password. If using CMS, confirm the software version matches the DVR's firmware version.

Question 43

My network connection to the DVR keeps dropping, or footage looks poor remotely?

Accepted Answer

Confirm the network itself is stable, and check for IP or MAC address conflicts -- these are common causes of intermittent connections. If remote viewing looks poor even with a stable connection, check whether your PC is under-resourced, whether "play-in-team" mode is set in the DVR's network settings, and whether channel or region protection is enabled for that camera.

Question 44

USB backup or CD/DVD burning isn't working?

Accepted Answer

Make sure the backup drive and the internal hard disk aren't sharing the same data cable. If the backup fails partway through, try stopping recording during the backup, reduce how much footage you're backing up in one go, and confirm the backup device itself isn't faulty or incompatible.

Question 45

The alarm output won't trigger, or won't reset?

Accepted Answer

Check the alarm configuration and wiring are correct, and that the input device (sensor) itself isn't damaged. If the alarm output was switched on manually it needs to be switched off the same way. If two alarm inputs are wired into a single loop, separate them onto their own inputs. If none of this resolves it, update the DVR's firmware -- some program versions have known alarm-handling issues.

Question 46

Recording storage time seems too short?

Accepted Answer

Check the camera lens is clean and the picture quality setting isn't unnecessarily high for what you need, and confirm the hard disk has enough capacity for how long you want to keep footage -- and isn't failing. Reducing frame rate or resolution on lower-priority cameras is an easy way to extend total storage time.

Question 47

Downloaded or backed-up video files won't play?

Accepted Answer

You'll need a media player capable of DirectX 8.1 or higher, plus, for older AVI exports, the DivX and ffdshow codecs installed on the playback PC. If you're not sure which player or codec a particular export needs, contact us and we can point you to the right one for your recorder's software version.

Question 48

What does STARVIS actually improve?

Accepted Answer

STARVIS sensors are rated at a sensitivity of 2000mV or more per 1µm² (colour product, imaged with a 706 cd/m² light source at F5.6 in a 1 second accumulation equivalent), giving high picture quality in both the visible-light and near-infrared regions. In practice this means clearer colour images in low light and better overall night performance than earlier sensor designs.

Question 49

What is HDR and why does it matter on a surveillance camera?

Accepted Answer

Many surveillance scenes have bright and dark areas side by side -- a car park entrance against a bright sky, for example. HDR (High Dynamic Range) lets the sensor capture both the light and dark regions of a scene clearly in the same frame, rather than one blowing out or the other dropping into shadow, which meaningfully improves how useful the recorded footage is for identification.

Question 50

Can we use the STARVIS logo on our own products or marketing?

Accepted Answer

Only with Sony's approval, and only under a signed logo usage agreement. It may be used on packaging, catalogues, posters, informational websites and other promotional material or exhibition signage for products that genuinely incorporate a Sony CMOS sensor with STARVIS technology -- it can't be used on the body of a product or within a software interface. Sony reviews each request individually and doesn't guarantee approval.

Question 51

Username doesn't exist, or password error / forgot password?

Accepted Answer

Double-check the username and password -- both are case sensitive. If you've forgotten your password, click "Forget?" on the login screen and follow the prompts to reset it.

Question 52

Login failed, or login times out?

Accepted Answer

Make sure your phone has a stable network connection, and try logging in again a few times to rule out a temporary drop in signal.

Question 53

"The device has been bound to XXXXX@XX.com" when adding a device?

Accepted Answer

A device can only be bound to one account at a time. If you added it under a previous account, either log in with that account and delete it there before adding it to the new one, or go to Login -> Setting -> Unbind Apply, enter the required details and submit -- the platform will review and unbind it.

Question 54

Can't search for recorded video?

Accepted Answer

Confirm the device actually has a recording for that time period -- playback won't work if nothing was recorded. If recording is normal but playback still fails, check the local storage cabling, TF card or hard disk, and confirm the phone and device have matching time zone and daylight saving settings.

Question 55

Live preview keeps stalling ("caton")?

Accepted Answer

Switch the device's stream type from "HD" to "BD" or "Fluent", check both the device's upload bandwidth and your phone's download bandwidth, reduce the number of simultaneous previews, and check whether the device is already being viewed by multiple phones or terminals at once.

Question 56

The device is online but the preview keeps dropping or refreshing?

Accepted Answer

The device's firmware may be out of date -- update to the latest version. This can also be caused by an unstable or slow mobile network; try a stronger network connection.

Question 57

Can't preview or delete a device?

Accepted Answer

Check the device is online in both the local system and the mobile app, confirm it's on the latest firmware, and try a different network type or mobile carrier.

Question 58

A password prompt pops up during preview?

Accepted Answer

This happens if the account or password used when binding was incorrect, or if the password was changed elsewhere (locally or on the web portal) -- just enter the current, correct account and password when prompted.

Question 59

I can't log into the DVR from the internet -- what should I check?

Accepted Answer

If you're using the cloud connection: confirm the DVR serial number you've entered is correct, make sure your mobile device actually has data or Wi-Fi connectivity, and check the cloud status on the DVR itself under System -> Netservice -- it should read "Connected". If it doesn't, check the network cable. If you can only access the DVR locally, the cloud service may just be busy -- try again shortly, or close and reopen the mobile app.

If you're using port forwarding instead of the cloud: double-check the IP address and port in the address bar (it should read http://[external IP]:7000), try a different browser, and confirm ports 7000-7001 aren't blocked by any firewall, router port filtering or application exception list. Also check that the router's forwarding rule still points at the DVR's current local IP address, and that any Dynamic DNS hostname you're using hasn't expired.

Question 60

There's no local network access to the DVR -- what should I check?

Accepted Answer

Make sure the computer and DVR are on the same router, then ping the DVR's local IP address from a command line -- if you get responses, you should be able to log in locally via a web browser. If you get a timeout, reseat or swap the network cable, power-cycle the DVR, and check the link lights on both the router and the DVR's network port. Confirm the DVR has a unique local IP address valid for your router's address range, and double-check you're using the correct IP and port when logging in.

Question 61

Internet Explorer logs in but there's no video?

Accepted Answer

Check IE's ActiveX security settings (set "Prompt" for "Download unsigned ActiveX controls") and refresh the page. Confirm the media port has been forwarded correctly, and add the DVR to IE's Local Intranet zone (Internet Options -> Security -> Local Intranet -> Sites -> Advanced). If the page seems to hang, give the ActiveX control a few minutes to load. If IE still won't show video, our CMS software is a reliable fallback -- install it, log in with the default credentials, then add the DVR under System -> Device Manager -> Add Area -> Add Device -> IP Search.

Question 62

IE's ActiveX control crashes with NOD32 antivirus installed?

Accepted Answer

Open NOD32's Advanced Setup, expand Web and E-mail -> Protocol Filtering -> Excluded Applications, and make sure both Internet Explorer and the DVR software are ticked as excluded.

Question 63

The Android app keeps losing its settings?

Accepted Answer

Always exit the app using the phone's hardware Back button rather than swiping it away. If autoplay stops showing all channels, go to Tools and re-select Auto Play.

Question 64

Mobile access from outside stopped working?

Accepted Answer

Confirm the DVR's external IP address hasn't changed (if you're not using the cloud connection), and confirm local access still works before troubleshooting remote access. Try restarting the mobile device, switching between Wi-Fi and mobile data, or testing from another phone.

Help Centre & FAQs