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Frequently Asked Questions

 

Installation

  • Does your installer include spyware or adware?
    As part of our commitment to personal privacy, all our products are free of Adware, Spyware and Malware. This means that we will not display unwanted and intrusive advertising, or allow any malware or spyware to operate.

IP Camera Setup

  • How to get my IP camera working?
    Prepare your camera. Make sure your camera is NOT plugged into a power source. Connect one end of the Ethernet cable into your camera, and the other into your router. This step is necessary even if you plan to use your camera wirelessly. Then plug your camera into a power source.
  • Your program scanned the network, but wasn't able to find my IP camera. What should i do?
    1) Try unplugging and plugging in your camera, or disconnecting and reconnecting your computer from your network, then click Back.
    2) Check if your camera supports "UPnP" and has the feature enabled. This is necessary for it to be seen in the list.
    3) Check if your network setup is preventing your PC from seeing your camera.
    4) Use the software that came with your camera, or your router software, to find the IP address. Then enter this IP address into the Wizard of our program.
  • Your software is not able to find my IP camera, so I decided to choose the brand and model from the list. I selected a Brand, but I can't find the Model of my camera.
    If you can't find a model of your camera in the como boxes, try the similar models of the same brand. In 90% cases this trick works.
  • Your software has found and configured my IP camera, but I cannot see video on preview screen.
    Please try to view your camera from your browser. If you can see it in your browser, click the "Back" button and check your user name and password. If you can't see your camera in your browser, there may be a problem with the camera, or your network.

Email Notifications

  • Where can I find the SMTP settings for email notifications?
    Please ask your email provider. Or search the web, for example "gmail smtp settings". On the screenshot you can see the typical settings for GMail SMTP server:


  • I've entered my SMTP info, but the email function does not work.
    May be your computer is located in the company's network, and it is connected to the Internet through the proxy server. In this case, you will have to make additional settings.
    To do this, click on the "Proxy Settings...". Ask your network administrator for required info, and enter the proxy settings.

Remote Access

  • The wizard is not able to setup the web server for remote access: "port forwarding failed"

    If automatic port forwarding fails for any reason you will need to do it manually:
    1) Make a note of the IP address that is highlighted in the Web Access Settings
    2) Login to your router and forward incoming traffic to this port to this IP address. The default address of your router varies from manufacturer to manufacturer.
    3) You will be prompted for a username or password. Typically this is admin/ password or admin/ admin unless it has been changed.
    4) Once you are logged in you will see a configuration screen. Again these vary depending on the make of your router. You need to find the page that deals with port forwarding.
    5) Look for a menu marked NAT or Port Forwarding or Virtual Servers.
    6) Add the port forward address in - you need to copy the WAN port (default is 8099) into the external port setting, the LAN port (default is 8099) into the local port setting and the IP address you noted in step 1.
    7) Click Save Settings (or similar) and then go back to the program Web Access Settings and run the Routing wizard again.

  • The wizard is not able to setup the web server for remote access: "Internet not working"
    There are many factors that could play into why your internet is not working. Many of which are easily resolved by following the simple troubleshooting steps below.

    1) Ensure that there is power going to your modem and/or router. If you do not have a power outage, make sure the power cords for the devices are plugged in to a functioning power outlet and that the outlet is not connected to a switch that might be turned off.
    2) Check for other disconnected wires. Make sure the Ethernet cable connection to your modem (and the connection between your modem and router, if applicable) is not loose or accidentally unplugged.
    3) Reboot your cable modem or your phone modem. This step usually is necessary to reestablish a connection after a recent problem.
    4) Reboot your router. Unplug the power from the router for 5 seconds, and plug it back in. It should take about 30 seconds to reboot.
    5) Reboot your computer. This step can resolve a wide variety of issues.
    6) If you are still experiencing issues after you have followed these steps, please contact your Internet provider.

  • Ports are forwarded correctly but you still can't access remotely. What to do?
    1) Check that the program isn't blocked in the firewall. Click start, type "Firewall" and press enter. Look for an entry in Inbound Rules called "scviewer" or "screcorder" - check it is enabled and allow it if it isn't.
    2) Your router may not be your gateway. Often you will have 2 devices on your network, one which is your gateway (connected to the internet) and the other which is your router. You will need to forward ports from your gateway device to your router for remote access to work.
    3) Your router or gateway may have a firewall enabled that is preventing the requests from coming through. Either disable your router firewall and try again or add your the program computer IP address in as an allowed exception.
    4) Check that any third party software running on your computer isn't blocking the program (like zonealarm or anti-virus). A lot of these programs have firewalls built in that you have to explicitly allow other software to communicate through.
    5) Check with your ISP. Frequently they will block ports on their side before the request even comes through to your router. They should be able to open a port for you or advise you on which ports are available through their network.

Recording

  • The quality or recorded video is poor / The frame rate is low
    Select your camera view, and click at the "Settings" button. Open the "Recording" tab. Click the "Configure video codec..." button. Try to adjust the quality/speed of the encoder, or choose another preset. Restart the program, and try to record again.