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Issues Database

Issue ID Category Product Summary
301 Mobile Applications VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX Cannot View Cameras locally on iPhone App
303 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX Audio Recording Setup
304 Backup VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480 Backup with USB Drive
305 Mobile Applications VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 View Cameras from Blackberry
306 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX How to Hide cameras (Covert) from Users
307 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX New User setup
309 Firmware VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX Upgrading Firmware via FTP or USB
310 Software VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 Firmware Upgrade through ACS
311 Hard Drive VMAX D1 Formatting your HDD
312 Hard Drive VMax, VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX Formatting your HDD
314 Hardware KB-100 Setup and use KB-100 with Cameras and DVRs
316 Legacy ZA-PRO Locked system
317 DVR VMAX Flex, VMAX480 DVR Loopout
318 Software VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX How to install and use DW Mac ACS
320 Port Forwarding MAX, MAX-II, ZA-PRO Port Forwarding
321 Networking VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX Connect multiple DVRs for Remote Access
322 Camera Menu OMNI-Plus and OMNI-Focus Cameras Setting up Motion Alarm feature
324 Camera All DW Cameras No Video
325 Camera OMNI-Plus Cameras How to use zoom and focus features
326 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX How to use the Panic Mode Feature
327 DVR VMAX Flex, VMAX, VMAX480 Password Reset
328 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX IP,VMAX Flex,VMAX 480,VMAX Setting up the Admin Password
329 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PTZ Control Setup
330 Camera DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x PTZ Control Setup
331 Camera DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x PTZ Control Setup- Group Function
332 Camera DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x PTZ Control Setup- Patterns Function
333 Camera DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x PTZ Control Setup- Presets Function
334 Camera DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x PTZ Control Setup- Scan Function
335 Software VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 Save a Clip with ACS Software
336 Software Blackjack Cube, Blackjack Blade, DW Spectrum Apply Licenses to DW Spectrum Software
338 NVR Blackjack Cube, DW Spectrum DW Spectrum Client Crashing in Windows
339 DVR VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX VGA vs. Spot Monitor
340 Networking VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 Network Setup
341 Camera DWC-LPR650 License Plate Capture Basics
342 Camera MPA20M, MV421, MD421 Video stream for 2MP & 5MP cameras
343 Camera All DW IR Cameras Blurry nighttime images/IR Reflection
344 Hard Drive All DVRs Digital Watchdog Approved Hard Drive List
345 NVR Blackjack E-Rack RAID Setup on the Blackjack E-Rack NVRs
346 NVR Blackjack Cube, Blackjack Blade Monthy System Reboot
347 DW Spectrum DW Spectrum, Blackjack Cube, Blackjack Blade, Blackjack E-Rack Hot Keys for Spectrum
348 NVR Blackjack Blade Updating the Blackjack Blade
349 Hard Drive Blackjack Cube, Blackjack Blade, Blackjack E-Rack, DW Spectrum How to add External Storage
350 NVR Blackjack Cube How to merge multiple Cubes
351 NVR Blackjack Blade How to merge multiple BLADES
352 NVR Blackjack Cube How to perform System Recovery
353 NVR Blackjack Cube Missing NIC card on Cube
354 DVR VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 Email notification setup

301

Cannot View Cameras locally on iPhone App

Mobile Applications | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Apr 16, 2015 05:00 PM

Issue:

When trying to view cameras over local network using DW VMax app for iPhone

Solution:

Make sure that the correct app has been downloaded. There are several apps published by Digital Watchdog (DW Vmax, VMax HD, DW Transporter,etc.) however only DW VMax will work with the VMax series (VMax, Vmax Flex, VMax 480, VMax D1,and VMax960 series). Before trying to view over local network, be sure to have downloaded the app from the iTunes store and have the latest version. You will also need to have Wifi setup on same network as the DVR. Once the app is downloaded and installed, open the app. In the device list, click the plus sign (+) to add a new device. A menu should pop up to allow you to enter the device settings. Name: Can be anything you want, name is just to help identify the device. Channel: Should be 1-4, 1-8, or 1-16. If you wanted to only view one camera, or only a few specific cameras, you can specify them in the following format. 1,3,5,7 would only view cameras 1,3,5 and 7. IP Address: For local viewing, the IP address should be the same as the address on the DVR TCP Port: By default the TCP port is 9010 or (9011 on the VMax) Web Port: By default the web port is 80, however if the wrong port is here, it won't make a difference. User: Needs to be an authorized user that has been set up on the DVR, typically admin is used Password: The above user's password Model: Needs to match up with the model of the DVR Make sure to hit Save. Hit Done on the device list, then tap the new device and tap Live.

Attachments
None.
Related Links
None.

303

Audio Recording Setup

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Apr 16, 2015 05:00 PM

Issue:

How to setup Audio Recording on the DVR.

Solution:

Connect an amplified mic to one of the audio inputs on the back of the DVR. Enter the SETUP menu, select DEVICE then AUDIO tab and turn on the specific LIVE AUDIO IN port the Mic is connected to and save settings. (LIVE AUDIO OUT option needs to be enabled if you want to hear audio on the DVR. The speakers must also be amplified.) Select the CAMERA tab and select the channel you would like to hear audio on. Go to Audio Mapping and assign it to appropriate Audio input then save the settings. The final step is to go under the RECORD menu, RECORD SETUP, LIVE STREAM and turn AUDIO ON for the appropriate recording channel. For the VMAX, go to RECORD, Select CAMERA and turn AUDIO ON. Notes: If you do not use an amplified mic, you will not be able to record or hear audio. In addition, when trying to hear audio from Web Viewer or Software you must enable the audio radio button and make sure to adjust the volume on your computer speakers.

Attachments
None.
Related Links
None.

304

Backup with USB Drive

Backup | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480
Last Updated : Apr 16, 2015 05:00 PM

Issue:

How to Backup or Export recorded video

Solution:

MANUAL BACKUP (at the DVR): -From SEARCH Select the BACKUP icon on the search bar or Right click and select Backup follow the steps below. -From LIVE Right click with mouse or press the backup button on remote controland follow steps below. Enter the SETUP menu. Select BACKUP Select Channel(S) Select the START date and time Select the END date and time Select ADD VIEWER Press CALCULATE to calculate the file size Press SCAN to check the USB device. Enter the FILE NAME PASSWORD/CONFIRM (optional) Select START BACKUP Notes: It is not recommended to use Kingston or San disk brand usb drives. Only use a usb that is 32 GB or smaller, as anything bigger will not work. Minimum file size is 2MB ACS BACKUP Right click on the site in the site list and select Remote Backup Press the Connect button Press the Create Directory button and select/create folder to save the file. Select START and END date and times Select CHANNEL(S) Click START Backup ACS CLIP BACKUP In LIVE or SEARCH select the Camera Press the Clip icon to start the backup * a red (R) will appear on the camera to indicate Recording Press the Clip icon again to stop the backup MAC ACS BACKUP SEARCH the recorded video Click on the camera then press MOV EXPORT Camera outline will turn red indicating its actively recording Play the video through desired end time Click MOV EXPORT again to end the clip MOV file is saved to the desktop

Attachments
None.
Related Links
None.

305

View Cameras from Blackberry

Mobile Applications | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960
Last Updated : Jan 20, 2015 09:03 PM

Issue:

How do I set up the DW software on my Blackberry?

Notes: This solution applies to the Blackberry 9.x series and earlier only.

Solution:

You will need the BlackBerry Desktop Manager

Using a computer, download the software from this link:

VMAX Series Blackberry App v 1.6.0

Unzip the files to a location where you can find them.

Connect the Blackberry using a USB cable and then click on the Application Loader on the BlackBerry Desktop Manager. Click Start under Add/Remove Applications. On the Device Application Selection screen, click Browse... and navigate to the location of the unzipped files. Select the file DWMobileACS.alx then click open. Click next on the Blackberry Desktop Manager, and then click Finish.

Attachments
None.
Related Links
Click Here

306

How to Hide cameras (Covert) from Users

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 09, 2015 07:24 PM

Issue:

Admin wants to Hide or Covert cameras from All users

Solution:

Enter the SETUP MENU, go to DEVICE and select CAMERA. Select the camera to be hidden then Select COVERT for ALL, LIVE or PLAYBACK. Save the settings then exit the menu. Notes: For covert to take effect administrator must log off and/or normal user must be logged in with user id and password as this only COVERTS the cameras for USERS.

Attachments
None.
Related Links
None.

307

New User setup

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 09, 2015 07:57 PM

Issue:

How do I create a new user on my DVR?

Solution:

Enter the SETUP MENU, go to SYSTEM and select USERS. Press ADD then You may give the user a name, description of the user, enter the desired password then confirm it. Then select the desired Functions, Menu Access, Live & Playback channels. Press Ok then SAVE

Attachments
None.
Related Links
None.

309

Upgrading Firmware via FTP or USB

Firmware | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 20, 2015 07:53 PM

Issue:

How do I upgrade the firmware on my DVR through the FTP and USB

Solution:

FTP Upgrade: Enter the SETUP menu go to SYSTEM, SYSTEM INFO. Press the UPGRADE button. Change method to FTP. FTP ADDRESS should be "ftp.dwcc.tv" User/Password should reflect the model of the unit. Ex: vmaxflex, vmax480 Press the CHECK button to search for the new firmware. Once new version has been detected, press START. (update will start at 80 percent but will eventually drop down to zero percent and start installing.) Progress of the upgrade will be displayed in the PROGRESS BAR. Once DVR reaches 100%, it will reboot. USB Upgrade: On the website, go to the Search menu and type DVR. Select your model then go to the Software tab Select the appropriate file according to the unit's channel number Save the file directly to the root directory of the USB memory stick. Do not place it in a folder. Do not have more than one version on the memory stick. Once the download has completed, remove the USB and insert it into the USB port of the DVR. Enter the SETUP menu go to SYSTEM, SYSTEM INFO. Press the UPGRADE button. Change the method to USB then press SCAN. The unit should detect the USB and place the model in the DEVICE field and NEW VERSION should reflect the new file. Press START Notes: Make sure USB is 32 gb or smaller and doesn't have any pre-installation software on it.

Attachments
None.
Related Links
None.

310

Firmware Upgrade through ACS

Software | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960
Last Updated : Jan 21, 2015 03:42 PM

Issue:

How do I upgrade the firmware through my ACS?

Solution:

Go to our website http://dwcc.tv > go to Support > Downloads > Hit the dropdown menu under DVRs > Choose your model and click GO > Click HERE to download current firmware > click on version that ends with 2.17 > select your model to download the appropriate version > Save to your desktop. Open ACS software and right click Site name > Firmware upgrade > Under DEVICE click Connect > click Open under Firmware File Directory > Choose Desktop and double click on firmware previously downloaded > Model and Version will populate under New Version To Upgrade > Click Start Upgrade under Upgrade Progess. Notes: VMax480 Firmware Link VMAX Flex Firmware Link  

Attachments
None.
Related Links
None.

311

Formatting your HDD

Hard Drive | VMAX D1
Last Updated : Oct 15, 2013 07:00 AM

Issue:

How to format the hard drive?

Solution:

Enter Setup Menu and select DISC CONFIG Go to Local Storage Management and select Recording Double click on the Size and select OFFLINE, then click YES Double click on the Size and select Format, then click YES Click SAVE once format has been completed.

Attachments
None.
Related Links
None.

312

Formatting your HDD

Hard Drive | VMax, VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 08, 2015 04:00 PM

Issue:

How do I format a new hard drive or clear out an old one?

Solution:

VMax: To delete data that is no longer needed on the hard drive user must go to setup menu > system > HDD tab. Select the box to the left of the hard drive they want to format. Select the format button and the process should take from 1-5 min to finish. VMaxFlex, VMax480, VMaxH960 Flex, VMax960 Core: To delete data that is no longer needed on the hard drive user must go to setup menu > system > HDD tab. Select the box to the left of the hard drive they want to format.Select the HDD Clear button. Once progress bar reaches 100% it will prompt them with a screen that says format complete. Notes: -When adding a new hard drive to a VMAX Flex or Vmax480, before formatting, make sure DVR has firmware of 2.3 or higher when adding a bigger drive. Also, if you add a hard drive bigger than the previous one DVR will not read it if your firmware is below 2.3. -Formatting the hard drive is not a permanent solution to get rid of bad sectors its only a temporary patch as bad sectors are a sign of a failing hard drive which will require replacement.

Attachments
None.
Related Links
None.

314

Setup and use KB-100 with Cameras and DVRs

Hardware | KB-100
Last Updated : Jan 21, 2015 03:45 PM

Issue:

How to setup/use the KB-100 for PTZ or to control DVR?

Solution:

To program the KB-100 for use with the DVR, connect the RS485 connector to the KB-100 (Positive to positive, negative to negative) On the DVR in the System Info menu, note the Keyboard ID and Baud Rate (default is ID of 1 and Baud Rate of 9600, if you have multiple DVRs, you can set different keyboard IDs for each one). On the keyboard press the Mouse button to change the mode to DVR control mode. Press 002 and then hold down the Return/Set button until the menu appears. It will prompt you for the password. Press 0000. In the menu use the joystick to change the settings to match the DVR, then use the joystick to move down through the options until you get to Save/Exit, press enter and then hit yes to save. To program the KB-100 for use with a camera, connect the RS485 connector to the KB-100 (Positive to Positive, negative to negative). As the camera is turning on while connected to a monitor, please note the displayed Baud Rate, Protocol, and Address. On the keyboard press the mouse button to change the mode to Camera control mode. Press 001 and then hold down the Return/Set button until the menu appears. It will prompt you for the password. Press 0000. In the menu use the joystick to change the settings to match the Camera, then use the joystick to move down through the options until you get to Save/Exit, press enter and then hit yes to save. Notes:For DVRs, the ID and Baud Rate must match on the keyboard and DVR. For Cameras, the Protocol, Address, and Baud Rate must match on the keyboard and DVR.

Attachments
None.
Related Links
KB-100 Manual

316

Locked system

Legacy | ZA-PRO
Last Updated : Jan 21, 2015 03:46 PM

Issue:

System is non responsive to any button or mouse commands and is showing a "LOCK" message.

Solution:

Press and hold the KLOCK button until prompted for a password. Enter the Admin password to unlock the system.

Attachments
None.
Related Links
None.

317

DVR Loopout

DVR | VMAX Flex, VMAX480
Last Updated : Jan 22, 2015 03:43 PM

Issue:

What is the loopback port for? and How to use a loopout cable to record cameras on two DVRs at the same time?

Solution:

A loopout cable can be used with the VMAX Flex and VMAX 480 to record the raw footage from your cameras to a second DVR. This is useful for redundancy as you may want to have the second DVR in a different room or a different location. To use the cable, connect the loopout cable to the DVR, then connect the various cables to the second DVR. The second DVR should pick up the cameras immediately and record them using whichever settings are programmed into the second DVR.  

Attachments
None.
Related Links
None.

318

How to install and use DW Mac ACS

Software | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 22, 2015 03:48 PM

Issue:

How to install and use DW Mac ACS on a Mac computer?

Solution:

In order to view cameras from a Mac computer, you will need to install our DW Mac ACS software. You are required to have Mac OSX version 10.6 or higher prior to installing our software. DW Mac ACS is a free software that can be downloaded from our website at the link below. Once it has been downloaded, install the program and open it using the spotlight (Small magnifying glass in the upper right-hand corner of the Mac). To set up a site, click Site Manager to open the Site Manager. Click the (+) button in the lower left-hand corner. A site will automatically populate with settings already input. Name: Should be a name that you can use to identify the site Address: Should be the local or remote IP address of the DVR depending on where you are located Port: the TCP port of the DVR (Default is 9010) User ID: the login name from the DVR (default is admin) User Password: the password for the above username Ch: The number of channels, should be in the format of 1-4, 1-8, or 1-16 depending on the number of channels on your DVR Model: the model of your DVR, if you have a VMax Flex the model is listed as VMax 480 Once the settings of your DVR have been input, click apply and the new site information will be copied into the main screen on the left hand side. For live view, make sure the Live button is selected and then click Connect. For Playback, make sure the Search button is selected and then click Connect. The JPG Export button will create a .jpg image of whatever image you currently have on the screen. The MOV Export button will allow you to create a realtime clip of whatever footage you are watching, press the button once to start the clip, press it again to end the clip. The clip should show up automatically on your desktop or documents folder.

Attachments
None.
Related Links
None.

320

Port Forwarding

Port Forwarding | MAX, MAX-II, ZA-PRO
Last Updated : Nov 30, -0001 12:00 AM

ISSUE: What ports need to be opened to view the MAX, MAX-II or ZA-PRO DVR from a remote location? SOLUTION: The ports that need opening on the router are: 12555 or 50000

Attachments
None.
Related Links
None.

321

Connect multiple DVRs for Remote Access

Networking | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 22, 2015 03:54 PM

Issue:

How to connect multiple DVRs on the same network.

Solution:

Assign the DVRs separate IP addresses. Change the ports on the second DVR. (both DVRs cannot have the same ports) For example: DVR 1 has TCP Port 9010 and Web Port 81 DVR 2 has TCP Port 9012 and Web port 8245 On the router, create port forwarding rules for all four ports using both TCP and UDP protocols. Some routers may require you to create each rule for each protocol separately. Notes: When doing an IP detect if your IP does not change from the default IP 192.168.1.160 you might have a bad cable, or bad connection between router and DVR. Check the link light on back of the DVR, there should be a green and fast yellow light blinking indicating connectivity. In addition, it is only necessary to register one DDNS name, the port designations will allow you to connect to specific DVRs. When connecting remotely or locally if you changed the Web Port from 80 dont forget to put :(web port) after the address. Example: http://dvrexample.dwddns.net:8245

Attachments
None.
Related Links
None.

322

Setting up Motion Alarm feature

Camera Menu | OMNI-Plus and OMNI-Focus Cameras
Last Updated : May 29, 2013 05:55 PM

Issue:

Setting up Motion Alarm feature

Solution:

Using the IR Remote, press Key+[Camera ID](Default is 001)
Once the LED goes Solid, press Menu to bring up the OSD Menu
Go to Motion and Turn on Motion Alarm
Go to Set Area and fill in the ares of motion detection or click Set All to set the entire window for motion detection.
Go to Omni-Motion set the Motion Zoom to how far the camera should zoom in, and Standby to how far the camera should zoom out
Exit the Menu and press 9 on the IR Remote to turn ON/OFF the Alarm and the camera will auto-zoom when it detects motion.

Note:

Adjusting the Sensitivity in the Motion Menu of the camera allows the camera to detect more or less motion. Turning on the Show Indicator will provide feedback as to where motion is being detected.

Attachments
None.
Related Links
None.

324

No Video

Camera | All DW Cameras
Last Updated : Jan 22, 2015 03:58 PM

ISSUE: Camera is not producing video SOLUTION: Check the video cable and make sure it is connected securely. If using CAT5 with Baluns, be sure to double check the baluns. Check the lens’ iris adjustment at the camera’s OSD menu. Check the power supply and make sure the camera has the proper voltage and current. Also take into consideration the distance of the camera from the power supply and what type of wire is being used. If the issue continues, please contact our technical support department directly at 866.446.3595.

Attachments
None.
Related Links
None.

325

How to use zoom and focus features

Camera | OMNI-Plus Cameras
Last Updated : Nov 30, -0001 12:00 AM

ISSUE: How do you zoom and focus the camera? SOLUTION: The camera has an OMNI-Focus lens which means it automatically focuses the entire field of view. You must use the remote control to perform the zoom function. 1.) Press and hold the KEY button until a RED blinking LED lights appears on the camera. 2.) Press 001 (default) and the light will turn to a solid RED. 3.) Press the PLUS/MINUS buttons to zoom in/out. 4.) Press the 7 button to save the wide view. 5.) Press the 8 button to save the tele view.

Attachments
None.
Related Links
None.

326

How to use the Panic Mode Feature

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 22, 2015 04:43 PM

Issue:

Why do the cameras show a red (R)? Why is my screen background red? How do I record on demand?

Solution:

DW DVRs have a built in recording mode called Instant Record or Panic Mode. This mode can be turned on or off through using the remote by pressing the Red Rec button. This mode can also be turned on or off by right clicking using a mouse connected to the DVR and selecting Instant Record. Finally, this mode can be turned on or off by clicking the large red button on the monitor that says Panic. When in Panic mode, the cameras will display a large red R and the black background will turn red.

Attachments
None.
Related Links
None.

327

Password Reset

DVR | VMAX Flex, VMAX, VMAX480
Last Updated : Mar 22, 2016 01:06 PM

Issue:

How to reset the admin password?

Solution:

In order for password reset instructions to be given to customer we will require one of the following to be submitted.

  • Proof of purchase accompanied with the request of the admin password reset. The proof of purchase can either be an invoice or receipt. Make sure the serial number, model number, and the customers contact info are submitted with the request.
  • A letterhead request can be submitted. It will need to be on a legal business letterhead with the request to reset the admin password, the DVR’s serial number, model number, and customer’s contact information.
  • A picture of the client holding his business ID or Driver License next to his/her face accompanied with the request for the admin password reset, serial number of the dvr, model number, and customer’s contact information

Request information can either be submitted though email (dw-tech@dwcc.tv) or faxed in (813-888-9262).

Once all proper information has been submitted it is up to tech support to call customer back and give them the reset instructions. Make sure that a tech ticket is created for the call. The serial number should be noted in the additional field’s option in Track-it and a copy of the request should be attached in the attachments field of Track-it and then closed out.

Attachments
None.
Related Links
None.

328

Setting up the Admin Password

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX IP,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 21, 2015 04:30 PM

Issue:

How do you create an admin password ?

Solution:

To create a password for a VMAX go to menu > system > User tab. Select Edit. The password must be filled in on both boxes. This DVR only allows numbers for passwords. Do not exceed 8 numbers on the password. VMaxH960 Core, VMaxH960 Flex, VMaxH960 Premium, VMax 480, VMax Flex, VMax IP is the same process to create password. Go to setup menu > system > user tab. Select Edit. Make sure to put password on both boxes. Only use lower case letters and/or numbers for the password, also no special characters. Limit the password to 8 characters or less. Make sure to hit Save when you have entered the password in both boxes. Notes: -You must be logged in as admin in order to change the admin password. -If user adds capital letters when trying to create a password in the web viewer it will not work when you try to log into the DVR. -DDNS registration is not the correct spot to add a user or password as our DDNS servers (cctv-link.net, dwddns.net, dwddns2.net do not require a user or password).

Attachments
None.
Related Links
None.

329

PTZ Control Setup

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960
Last Updated : Jan 21, 2015 03:30 PM

Issue:

How to set up PTZ controls for my DVR?

Solution:

Install the PTZ camera as normal. Connect a pair of wires to the RS485 connection on the camera. Run the wires to the DVR that you would like to control the camera from and connect them to the RS485 port (positive to positive, negative to negative). As the camera turns on while connected to a monitor or the DVR, note the Address, Protocol, and Baud Rate listed. On the DVR go to Device > PTZ. Choose the channel that the PTZ camera is set up on. Copy the Address, Protocol, and Baud Rate onto the DVR and click Save. You can use PTZ Control Menu to bring up the OSD menu for the camera which could be used to adjust many of the cameras settings. Notes: You can also use PTZ through the KB-100

Attachments
None.
Related Links
None.

330

PTZ Control Setup

Camera | DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How to set up PTZ controls for my DVR?

see attachment

Solution:

Install the PTZ camera as normal. Connect a pair of wires to the RS485 connection on the camera. Run the wires to the DVR that you would like to control the camera from and connect them to the RS485 port (positive to positive, negative to negative).

As the camera turns on while connected to a monitor or the DVR, note the Address, Protocol, and Baud Rate listed. On the DVR go to Device > PTZ. Choose the channel that the PTZ camera is set up on. Copy the Address, Protocol, and Baud Rate onto the DVR and click Save.

You can use PTZ Control Menu to bring up the OSD menu for the camera which could be used to adjust many of the cameras settings.

Notes:

You can also use PTZ through the KB-100

Related Links
None.

331

PTZ Control Setup- Group Function

Camera | DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x
Last Updated : Jan 21, 2015 03:30 PM

ISSUE: How to setup a GROUP on the DWC-PTZ10x, DWC-PTZ-12x, or DWC-PTZ39x cameras NOTE: The group function allows running sequence of presets, pattern and/or scans. Each group can have max. 20 action entities which can be preset, pattern or scan. SOLUTION: Use preset 95 to access the camera's OSD menu. Go to FUNCTION Select GROUP Select Group number to be edited Go to EDIT Group and select #1 Set the Action, DWell and Opt Select SAVE, EXIT Note: To run the GROUP: Select the camera Right click on the screen and select PTZ control Right click and select PRESETS Enter preset (reserved presets 151 - 158 runs GROUP 1 - 8) Press ENTER or Confirm

Attachments
None.
Related Links
None.

332

PTZ Control Setup- Patterns Function

Camera | DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x
Last Updated : Jan 21, 2015 03:28 PM

Issue:

How to setup a Pattern on the DWC-PTZ10x, DWC-PTZ-12x, or DWC-PTZ39x Cameras Note: Pattern function allows a camera to memorize the path (mostly curve path) by joystick of controller for assigned time and revives the path exactly as it is memorized. Four patterns are available and max. 1000 communication commands can be stored in a pattern.

Solution:

Use preset 95 to access the camera's OSD menu. Go to FUNCTION Select PATTERN Select the Pattern number to be edited Select EDIT Pattern Move the camera to the start position Select NEAR then move the camera in the desired pattern Press NEAR to save and exit. NOTE: To run the PATTERN: Select the camera Right click on the screen and select PTZ control Right click and select PRESETS Enter preset (reserved presets 131 - 134 runs PATTERNS 1 - 4) Press ENTER or Confirm

Attachments
None.
Related Links
None.

333

PTZ Control Setup- Presets Function

Camera | DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x
Last Updated : Jan 21, 2015 03:39 PM

Issue:

How to setup PRESETS on the DWC-PTZ10x, DWC-PTZ-12x, or DWC-PTZ39x cameras

Solution:

Use preset 95 to access the camera's OSD menu. Go to FUNCTION Go to Presets Select preset number to edit Go to EDIT SCENE Move camera to desired position Select NEAR to save Select EXIT Note: To move the camera to the desired preset: Select the camera Right click on the screen and select PTZ control Right click and select PRESETS Enter preset # and press Enter or Confirm

Attachments
None.
Related Links
None.

334

PTZ Control Setup- Scan Function

Camera | DWC-PTZ10x, DWC-PTZ-12x, DWC-PTZ39x
Last Updated : Jan 22, 2015 04:52 PM

Issue:

How to setup a SCAN on the DWC-PTZ10x, DWC-PTZ-12x, or DWC-PTZ39x cameras

NOTE: SCAN makes the camera move between 2 preset positions repeatedly.

Solution:

Use preset 95 to access the camera's OSD menu.
Go to FUNCTION
Select SCAN
Select the SCAN number to be edited
Go to 1st Position and select the desired preset
Go to 2nd Position and select the desired preset
Adjust the SCAN speed
Go to EXIT

Note:

To run the SCAN:
Select the camera
Right click on the screen and select PTZ control
Right click and select PRESETS
Enter preset (reserved presets 141 - 148 runs SCANS 1 - 8)
Press ENTER or Confirm

Attachments
None.
Related Links
None.

335

Save a Clip with ACS Software

Software | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960
Last Updated : Jan 08, 2015 04:00 PM

Issue:

How to save a clip in ACS?

Solution:

Open ACS software > Select site name > Select search button > Double click on desired channel > Select date and time of event > Select the clip button (This will put a "R" in the corner of the image to indicate it is recording). Select the clip button again to stop recording the event > File will automatically be saved under documents on your computer > Double click file and it will automatically play. When you push the clip button the second time, the folder where it was saved will automatically pop up.

Attachments
None.
Related Links
None.

336

Apply Licenses to DW Spectrum Software

Software | Blackjack Cube, Blackjack Blade, DW Spectrum
Last Updated : Jan 21, 2015 03:38 PM

Issue:

How to record cameras on DW Spectrum? How to activate DW Spectrum Recording licenses?

Solution:

In the DW Spectrum software, connect to the media server that you would like to activate the licenses on. In the Upper left corner, click the DW dropdown icon, then click system settings. Go to the licenses tab > Under New License, input the license key and the click activate license. Automatic activation will only work with a working internet connection. If you do not have an internet connection at that location, you can use a manual activation instead. When you select manual activation, instructions on how to activate will be provided.

Attachments
None.
Related Links
None.

338

DW Spectrum Client Crashing in Windows

NVR | Blackjack Cube, DW Spectrum
Last Updated : Jan 21, 2015 03:36 PM

Issue:

Why is the Spectrum client crashing when opened in windows?

Solution:

The DW Spectrum software requires OpenGL to be installed. OpenGL is available for virtually all computers as it is part of already built-in video drivers. If DW Spectrum is crashing immediately when trying to start it up in Windows, please make sure that you have the latest video drivers installed on your system. Notes: Updating your video drivers is completely free and should be done often to avoid having any issues when trying to view video.

Attachments
None.
Related Links
None.

339

VGA vs. Spot Monitor

DVR | VMAXH960 FLEX,VMAXH960 PREMIUM,VMAX Flex,VMAX 480,VMAX
Last Updated : Jan 20, 2015 04:00 PM

Issue:

What are the differences between the Spot Monitor, the regular Monitor and the VGA output?

Solution:

A VGA output is used to connect the DVR to LCD monitors or TVs for viewing. A VGA cable carries an analog video signal that translates a conversion from the digital signals used by DVRs and LCD monitors that can be used as main display. A spot-out monitor is used to connect the DVR to a Spot Out monitor using a BNC cable. A Spot Out monitor automatically shows camera channels in sequence. To select which channels will sequence go to the System Info menu and select Display option.Under Spot Out you can select which channels you want to sequence Monitor/Video out is used to connect the DVR to a monitor using a BNC cable. Monitor/Video Out shows images in either a single channel display or multi channel display (depending which option is selected) Notes: VGA Video Output port cannot be used to connect the DVR to a VGA port on a computer or laptop. Spot monitor is raw footage, so there will be no overlay from the DVR.

Attachments
None.
Related Links
None.

340

Network Setup

Networking | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How to setup the DVR on the network

Solution:

See attachment for step by step guide.

Related Links
None.

341

License Plate Capture Basics

Camera | DWC-LPR650
Last Updated : Jan 20, 2015 03:56 PM

Issue:

Basic installation of the LPR650 camera.

Solution:

An LPR camera is only designed to read a license plate. When a license plate passes by the camera, the reflective film on the plate will be reflected back to the camera which gives you the good clear shot of the plate. You should ONLY capture the plate. If you are interested in capturing the whole vehicle, surrounding area of the vehicle, or any type of camera shot, it would be wise to install another general camera for an all-around view of the area. US license plates need to be at least 130 pixels wide. This translates roughly into an image no wider than 5-6 feet assuming 4CIF standard definition video. That's a very tight shot. The horizontal angle between the camera and plate should be within 20 degrees. This means that if your camera is 10 feet away from the plate, the plate cannot be more than 3 feet to the right or left of the camera. This significantly limits where you can put the camera. The vertical angle between the camera and plate is within 30 degrees. This means that if your camera is 10 feet away from the plate and the plate is 3 feet off the ground, the camera cannot be mounted more than 8 feet high. This usually can be accommodated but is low relative to normal heights for outdoor surveillance. Attempting to position the security camera at odd angles or exceeding the distance capabilities will result in a poor shot of the plate Lastly, the DVR’s recording fps should be at the highest to assure best capture quality.

Attachments
None.
Related Links
None.

342

Video stream for 2MP & 5MP cameras

Camera | MPA20M, MV421, MD421
Last Updated : Jan 21, 2015 03:45 PM

Issue:

What is the video stream for the 2MP & 5MP cameras?

Solution:

For MPA20M/MD/MV421 series (RTSP). Stream Codec RTSP URL 1st stream H.264 rtsp:// IPADDRESS /h264 2st stream H.264 rtsp:// IPADDRESS:8554/h264 1st stream MPEG4 rtsp:// IPADDRESS /mpeg4 2st stream MPEG4 rtsp:// IPADDRESS:8554/mpeg4 1st stream MJPEG rtsp:// IPADDRESS /mjpeg 2st stream MJPEG rtsp:// IPADDRESS:8554/mjpeg 5MP Camera H.264 rtsp://IPADDRESS:rtsp port/rtpvideo.sdp MJPEG http://root:pass@IPADDRESS/stream/mjpg.cgi JPEG http://IPADDRESS:webport/config/jpeg.cgi For MPA20M/MD/MV421 series(with MJPEG). Stream Codec HTTP URL for JPEG 1st stream JPEG http:// IPADDRESS /image1/jpeg 2st stream JPEG http:// IPADDRESS /image2/jpeg 1st stream MJPEG http:// IPADDRESS /video1/mjpeg 2st stream MJPEG http:// IPADDRESS /video2/mjpeg

Attachments
None.
Related Links
None.

343

Blurry nighttime images/IR Reflection

Camera | All DW IR Cameras
Last Updated : Apr 23, 2015 07:32 PM

Issue:

Daytime image is good but the nighttime image is blurry or out of focus.

Solution:

This is normally caused by the IRs reflecting back into the camera First inspect the lens cover for dirt, debris, scratches, finger smudges or residue left over from a cleaning solvent. Recommend cleaning with a dry micro fiber cloth. Make sure the rubber gasket is properly seated on the lens. Make sure the lens doesn't exceed the camera's recommended tilt. Check the user manual for specs. Make sure there are no reflective objects too close to the IRs.

Related Links
None.

344

Digital Watchdog Approved Hard Drive List

Hard Drive | All DVRs
Last Updated : Apr 23, 2015 07:32 PM

Issue:

What Hard drives can I use in my DVR?

Solution:

Adding storage or changing the hard drive must be done by Digital Watchdog if you want it to be covered by the warranty. (See the attachment for the list of approved hard drives.) Note: If you choose to do this yourself, you must contact Digital Watchdog Tech Support and a ticket will be created in order to keep the DVR's warranty. The new hard drive will NOT be covered in the warranty.

Related Links
None.

345

RAID Setup on the Blackjack E-Rack NVRs

NVR | Blackjack E-Rack
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How to setup RAID on the E-Rack

Solution:

See the attachment for step-by-step instructions

Related Links
None.

346

Monthy System Reboot

NVR | Blackjack Cube, Blackjack Blade
Last Updated : Apr 23, 2015 07:32 PM

Issue:

Creating a task that will allow a system to reboot every first day of month at 12:00 AM.

Solution:

See attachment for step-by-step instructions

Related Links
None.

347

Hot Keys for Spectrum

DW Spectrum | DW Spectrum, Blackjack Cube, Blackjack Blade, Blackjack E-Rack
Last Updated : Apr 23, 2015 07:32 PM

Issue:

What is are the various Hot Keys in Spectrum

Solution:

See attachment for detailed list.

Related Links
None.

348

Updating the Blackjack Blade

NVR | Blackjack Blade
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How to Update Blackjack Blade’s DW Spectrum IPVMS

Solution:

See attachment for step-by-step instructions.

Related Links
None.

349

How to add External Storage

Hard Drive | Blackjack Cube, Blackjack Blade, Blackjack E-Rack, DW Spectrum
Last Updated : Jan 21, 2015 07:30 PM

Issue:

How do I add external storage?

Solution:

To add External Storage, Right click on the Server in Spectrum and go to Server Settings. click Add External Storage and enter the storage Samba path: IMPORTANT. If using Network Storage, the computer Media Server is installed on must have non-password read-write access to the Samba share. The most convenient way is to mount it as local disk (via Samba). Click OK. At this point, all Storages will be checked for validity and ability to write to. If the drive has insufficient space, a warning will appear. The Storage structure on the partition is as follows: /DW Spectrum Media/$Resolution/$MAC/$YYYY/$MM/$DD/$HH: $Resolution: hi_quality – full resolution streams lo_quality – low resolution streams $MAC – MAC address of the recorded device $YYYY – Recorded Year $MM – Recorded Month $DD – Day $HH – Hour IMPORTANT. 5 GB of free space is always preserved on Storage.

Attachments
None.
Related Links
None.

350

How to merge multiple Cubes

NVR | Blackjack Cube
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How do I merge multiple CUBES to be viewed together

Solution:

See attachment

Related Links
None.

351

How to merge multiple BLADES

NVR | Blackjack Blade
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How do I merge multiple BLADES to be viewed together

Solution:

See attachment

Related Links
None.

352

How to perform System Recovery

NVR | Blackjack Cube
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How to perform a System Recovery

Solution:

See attachment Note: You will have to use an external USB CD drive or Copy the contents from the CD to a USB. You will have to select USB in the Boot order.

Related Links
None.

353

Missing NIC card on Cube

NVR | Blackjack Cube
Last Updated : Apr 23, 2015 07:32 PM

Issue:

The second NIC card is missing

Solution:

see attachment

Related Links
None.

354

Email notification setup

DVR | VMAXH960 CORE,VMAXH960 FLEX,VMAXH960
Last Updated : Apr 23, 2015 07:32 PM

Issue:

How to setup email notifications.

Solution:

Email notification is setup using a 3rd party mailing service. See attachment for step-by-step guide

Related Links
None.