Hiseeu Wireless Security Camera System

1. Basic Question

1 Question: What's the warranty?

Answer: Warranty is 1 year. Any parts are broken, Hiseeu will send brand-new parts for replacement for free. Hiseeu has maintenance department in USA.

2 Question: Has PTZ control?

Answer: The system only has zoom function on Smartphone. It's digital zoom, not optical zoom. When one Channel picture is in full screen, you can use your 2 fingers to zoom in and out on your phone.

3 Question: What is the working temperature of camera?

Answer: Camera Working Temperature: From: -50 degree Fahrenheit to +122 degree Fahrenheit

4 Question: Does the system support Audio?

Answer: No. Only show video.

5 Question: Does the Camera need to connect with Ethernet cable?

Answer: No need, each camera only needs to connect with power supply. All cameras are paired to NVR box before shipping.

6 Question: Does Hiseeu Wireless security system needs Internet?

Answer: It's up to you. Hiseeu system has its own 2.4GHz wireless signal. The camera and NVR are paired before shipping. It can be working without Internet. No Internet (Not connect NVR box to router): You can view the live video, record and playback in local place. With Internet (Connect NVR box to router): You can view the live video, record, playback and view remotely by your smartphone, laptop and computer.

7 Question: Can I connect the system with home wifi to strengthen the signal?

Answer: No, you can't. Hiseeu system is working by its own 2.4GHZ wireless signal.

8 Question: What is the working distance between NVR and camera?

Answer: Theoretically, in open space, around 1000 feet. With obstacles, around 250 feet. It depends on your using environment actually. Walls, obstacles, and electrical products will affect the wireless signal. Check if NVR is disturbed by radio interference: The cameras can't be installed too far from the NVR in a house built with concrete blocks. NVR and antennas should not be close to a wireless phone, WIFI AP, electric motor, engine, or electric transformer. These create a lot of wireless interference and cause signal levels from the camera to vary a lot.

9 Question: What's the requirement of network speed?

Answer: If you would like to see smooth video on your smartphone, laptop, or computer, Network speed requirement: Uplink speed: 150m/s, Downlink speed: 512kbs. By the way, changing HD to SD on the APP makes your network speed faster.

2. HDD Issue

1 Question: How to Check my system include hard drive or not?

Answer: Troubleshooting 1: If the system includes a hard drive, there are 4 screws at the bottom of the NVR box. Troubleshooting 2: Look at your monitor screen, right-click the mouse, navigate to System Setup > General Setup & HDD Setup to view HDD information. Troubleshooting 3: Open the NVR box and double-check if your system has a pre-installed hard drive. If needed, you can provide your Amazon order number to oversease@hiseeu.com, and Hiseeu can check for you.

2 Question: When HDD is full, do I need to delete recordings?

Answer: No need. If the HDD is full, the new recordings will automatically overwrite the prior recording.

3 Question: Which hard drive does Hiseeu Wireless security systems use?

Answer: Specification of hard drive: 3.5"/2.5" HDD, internal, SATA interface, Support up to Max. 4TB.

4 Question: System includes hard drive, why it shows "HDD not found" or "HDD not recognize" ?

Answer: a. Double-check if the power adapter for the black NVR box is 12V-2000mA. The power supply for the NVR and camera are different. The supply for the NVR is 12V-2000mA, and the supply for the camera is 12V-1000mA. Do not mix the power supply of the NVR and camera. b. If step a is not working, open the NVR box and check if the cable of the hard drive is loose. Re-connect the cable of the HDD. c. If you installed the hard drive yourself, follow the user manual Page 7 to format the hard drive. Every new hard drive should be formatted before using. d. If step c is not working, check if the hard drive is working. For example, put the hard drive into your personal computer or connect the hard drive to your laptop through a USB port. If the above solutions are not working, please email to overseas@hiseeu.com.

3. System Online/Offline Issue

1 Question: Connected system with router, live video is showing, what should I do when Cloud Status is offline?

Answer: a. Check if you have connected your NVR to the router correctly. Connect the Router LAN Port to the NVR WAN Port with the provided Network Cable. Refer to the router connection picture. b. Look at the monitor screen, right-click the mouse, navigate to System Setup > Network Setup, select DHCP, and Enable, then click OK. Power off the NVR for around 2-3 seconds and power it on, wait 2-3 minutes to double-check. If the above solutions are not working, please email to overseas@hiseeu.com.

2 Question: What should I do when the system cannot be online automatically after the system powered off suddenly?

Answer: a. Right-click the mouse, navigate to System Setup > Network Setup > select DHCP and click Enable as shown in the figure. Click OK. Wait 1 minute for the change. b. If step a is not working, it's probable that your router disabled DHCP or is blocking new devices from connecting. DHCP's function is to allocate a new IP to a newly connected device and connect it to the Internet. An easy way to check if your router enables DHCP: When you connect a new device to your WiFi for Internet service (or a visitor/friend wants WiFi connection), does it require only the WiFi password? If only the password is required, then your router has DHCP enabled. If it requires not only the password but also some settings, then your router is secured from connecting new devices. Ask the person who secured the WiFi (who set the password) to enable the NVR to connect.

4. Camera/Picture Issue

1 Question: When you connected the system well, the monitor is black/out of range/not support mode?

Answer: a. The default output resolution of the NVR is 1280*1024, which may not be compatible with some screens. b. Connect a PC/TV monitor with the NVR box using a VGA cable first. On the monitor, ensure the "input" is set to VGA. If no VGA cable is available, try another monitor with an HDMI cable until you get video on the monitor screen. Don't forget to change the input to HDMI on a TV. c. When you see the video on another monitor, right-click the mouse > System Setup > General Setup & Screen Setup, adjust the VGA resolution to 1080p@60, and click OK. Then, connect to the first TV monitor and check if you can see the video. d. If step c is not working, connect to another monitor and adjust the VGA resolution to 1024x768 and save the setting, then connect to the first TV monitor. Please note: If you can view the video on your home monitor screen, do not change the resolution of the NVR system on your monitor. Otherwise, it may not show video on the monitor, and you will need another monitor to adjust the resolution again.

2 Question: What should I do when cameras show "IPC disconnect", "No video", "Server not found", "Connect failed", and so on?

Answer: a. Check if the power supply or camera is working. Follow user manual Page 7 "How can I troubleshoot camera issues". If the power supply and camera are working, look at your home monitor screen, right-click the mouse, navigate to Video Manage to check if you have obtained any IP addresses for the cameras. b. If there is no IP address, follow user manual Page 10 "How do I add a new camera? What should I do when there is no camera display on the screen" to match the code to get the camera picture. c. If there is an IP address, please show us the full page of video management and email to overseas@hiseeu.com. By the way, please answer the following questions to Hiseeu so Hiseeu can provide the best solution at one time: How many cameras are going in and out on your monitor screen? How far is each camera from the NVR box respectively? If you exchange the wireless antenna from another good camera, is the wireless signal better? If you place the camera close to the NVR, will the video show? What is the current distance between the NVR and the camera respectively?

3 Question: Connected System well, got picture, what should I do when all pictures or some pictures are not clear?

Answer: a. Do not point the camera towards light. Adjust the camera direction. Please see the user manual Page 11. b. If step a is not working, power off the camera and power it on after 3 seconds. If the above solutions are not working, try to upgrade the camera. Verify that you have a healthy network. Right-click the mouse from the home screen of your monitor, navigate to System Setup > Network Setup. Check that Network Status is Healthy Network. Power off your IP camera that needs upgrading, then reconnect the power. Navigate to System Setup > System Admin > IPC Maintenance > select the IP camera that needs to be upgraded > Click Start.

4 Question: What should I do when the color of the camera is not normal or there is a big white dot in the middle of the picture?

Answer: Power off the camera and power it on after 3 seconds. If not working, please email to overseas@hiseeu.com.

5 Question: Daytime: What should I do when I have issues with night vision, such as a pitch-black screen or blurred screen?

Answer: Power off the camera and power it on after 3 seconds. If not working, please email to overseas@hiseeu.com.

6 Question: What should I do when the picture of the camera is blurry or cloudy?

Answer: a. Power off the camera and power it on after 3 seconds. b. If step a is not working, use a clean dry cloth to clean the glass of the camera. c. If step b is not working, check if the black plastic strip on the front of the camera is missing or broken. If the above solutions are not working, please email to overseas@hiseeu.com.

5. Wireless Signal Issue

1 Question: How to Get Better Wireless Connection between Camera and NVR When you hook up cameras?

Answer: a. If there are obstacles between the NVR and camera, adjust the height of the camera or do not install the camera and NVR on different floors. Floors normally block more wireless signal than walls. The cameras cannot be installed too far from the NVR in a house built with concrete blocks. NVR and antennas should not be close to a wireless phone, WIFI AP, electric motor, engine, or electric transformer. These create a lot of wireless interference and cause signal levels from the camera to vary a lot. b. Always find a possible open place between the NVR and camera. Mount the camera and place the NVR accordingly to allow the signal to pass. c. Adjust the direction of the antennas as shown in the figure below. d. Metal walls (including metal garage gates) absorb wireless signals. Use an extendable wireless antenna to bring the wireless signal of the camera to the NVR box through the wall. This also works for heavy concrete walls. e. If one or a few cameras are out of wireless signal range, use a repeater first. If the repeater is not working, please connect the camera to your router with an RJ45 network cable or send an email to overseas@hiseeu.com.

2 Question: How to use Repeater to strengthen the wireless signal?

Answer: Right-click on the screen in the NVR, choose Video Manage, and select "Repeater" from the bottom right-hand side. You can set the repeater as needed. The cameras are able to function as repeaters as well, up to 3 units out. So you can have the nearest one camera (camera A) communicating directly with the NVR, a further out (camera B) connecting to Camera A, and a further out yet (camera C) connecting to Camera B.

6. Motion Detection/Alarm Issue

1 Question: How can I troubleshoot if I can't Get APP notification when motion is detected?

Answer: a. Follow Hiseeu user manual Page 8 to set motion notification on your Smartphone. b. If step a is not working, power off the camera and power it on after 3 seconds. c. If step b is not working, upgrade the camera. Verify that you have a healthy network. Right-click the mouse from the home screen of your monitor, navigate to System Setup > Network Setup. Check that Network Status is Healthy Network. Power off your IP camera that needs upgrading, then reconnect the power. Navigate to System Setup > System Admin > IPC Maintenance > select the IP camera that needs to be upgraded > Click Start.

2 Question: How can I troubleshoot if I can't get e-mail alarm when motion is detected?

Answer: a. Follow Hiseeu User Manual Page 8 to set e-mail notifications for motion detection. b. Note: If step a is not working for your account, open your mail settings for POP and IMAP Access. For example, for Hotmail, log into the web version of your email account. In the upper right-hand corner, click on the Settings button > select Connected accounts > POP and IMAP Select yes and Don't as shown in the figure and Save. c. If step b is not working, check if the '.' is input correctly. d. Make sure the SMTP server and port information are correct. (Details for Hotmail/MSN, Gmail, Yahoo, AOL, AT&T email alert settings are provided). If the above solutions are not working, please send an email to overseas@hiseeu.com.

3 Question: How can I troubleshoot if I receive False e-mail Alarm when motion is detected?

Answer: a. Adjust the sensitivity of video detection, navigate to System Setup > Network Setup > Channel Setup & Video Detection > adjust the sensitivity. b. If step a is not working, adjust the direction of the camera (See user manual Page 11) and do not point it directly towards light. c. If step b is not working, power off the camera and power it on after 3 seconds. d. If step c is not working, try to upgrade the camera. Verify that you have a healthy network. Right-click the mouse from the home screen of your monitor, navigate to System Setup > Network Setup. Check that Network Status is Healthy Network. Power off your IP camera that needs upgrading, then reconnect the power. Navigate to System Setup > System Admin > IPC Maintenance > select the IP camera that needs to be upgraded > Click Start. e. If step d is not working, set the motion area, navigate to System Setup > Network Setup > Channel Setup & Video Detection > Area Edit > right-click the mouse, click Clear All, left-click to select the motion area, right-click to return > Click OK. Set other channels you need one by one.

7. APP Issue

1 Question: What should I do when I forget the APP account login password?

Answer: Register a new account with another e-mail. Don't forget to activate the mailbox.

2 Question: What should I do when I Fail to view the video on Smartphone?

Answer: a. Make sure you can view the live video on your TV/PC monitor first. b. Make sure you connect the Router LAN Port to the NVR WAN Port with a Network Cable provided by Hiseeu. On your home monitor screen, navigate to System Setup > Network Setup, make sure cloud is online and network status is healthy. c. Make sure you have internet or WiFi enabled for the APP. For example, on an iPhone, go to smartphone settings > find the APP > Wireless Data > Open WLAN & Cellular Data. d. Follow Hiseeu user manual Page 3 to change the system password on your home monitor. Password request: Keep it short. 8 characters Max. e. After you have changed the password, you need to input the new system password on the home monitor when adding your device. If you have an existing device on your phone, click back until you see "..." > click and delete the device > add the device again. f. If you have multiple Smartphones, you must register multiple accounts. You cannot use one account for multiple devices.

8. NVR/System Issue

1 Question: How to judge whether the NVR box is working or not?

Answer: a. If the system is without HDD, there are 2 lights in front of the NVR box. The left one is a fixed light. The right one is flashing. That means the NVR is working. b. If the system has HDD, there are 3 lights in front of the NVR box. The left one is a fixed light. The middle one and the right one are flashing. That means the NVR is working.

2 Question: What should I do when NVR keeps restarting?

Answer: a. Make sure the power adapter for the NVR box is 12V-2000mA. Do not mix the power supply of the NVR and camera. b. If step a is not working, on your home monitor screen, right-click the mouse > System Setup > General Setup & HDD Setup > click Format > click OK. c. If step b is not working, right-click the mouse > System Setup > System Admin & Factory Setting, click All and OK. After resetting to factory settings, unplug all cameras and plug them back in after 3 seconds. Then, right-click the mouse > Video Manage > click Refresh > click Auto Add. After you see all IP addresses, click OK. Finally, you will see all videos on your monitor screen.

3 Question: How to stop beeping?

Answer: a. Look at your home monitor screen, right-click the mouse, navigate to System Setup > Channel Setup & Video Detection > Unselect Buzzer > Click OK. b. If step a is not working, reset to factory setting, right-click the mouse > System Setup > System Admin & Factory Setting, click All and OK. After resetting to factory settings, unplug all cameras and plug them back in after 3 seconds. Then, right-click the mouse > Video Manage > click Refresh > click Auto Add. After you see all IP addresses, click OK. Finally, you will see all videos on your monitor screen.

4 Question: How to Set correct date and time?

Answer: Option a. Look at your home monitor screen, right-click the mouse, navigate to System Setup > General Setup & Time Setup, unselect Enable > Select correct System Date & System Time and click Apply > Click OK. Option b: Verify that you have a healthy network. Right-click the mouse from the home screen of your monitor, navigate to System Setup > Network Setup. Check that Network Status is Healthy Network. From the same window, select General Setup > Time Setup from the left menu bar. Select Enable > Sync now, click OK.

5 Question: What should I do when I forget the system password?

Answer: To protect your privacy, please send an email to oversease@hiseeu.com. Email subject: Request Password Reset.

6 Question: What should I do when I Can't backup video by USB port?

Answer: a. Follow Hiseeu user manual Page 10 to back up by USB port. b. If step a is not working, check if your USB port is 2.0. c. If yes, upgrade the NVR box. Verify that you have a healthy network. Right-click the mouse from the home screen of your monitor, navigate to System Setup > Network Setup. Check that Network Status is Healthy Network. Navigate to System Setup > System Admin > System Upgrade > Click Start to download the upgrade firmware. Try again to back up. If the above solutions are not working, use CMS software to back up video on your computer or laptop. Open the CMS software on your computer or laptop > Click Backup > On the top right corner, choose your Device ID. Select Remote at the bottom right > Click Search > You will see some channels video data > If needed, select all > Click Start Backup > You can build a new folder or select a folder to backup.

7 Question: What should I do when Monitor screen shows "You've been hacked"?

Answer: a. Our system is a Linux system which has high safety. You can still view live video on your home monitor screen. b. Try to upgrade the NVR. Verify that you have a healthy network. Right-click the mouse from the home screen of your monitor, navigate to System Setup > Network Setup. Check that Network Status is Healthy Network. Navigate to System Setup > System Admin > System Upgrade > Click Start to download the upgrade firmware. If it mentions it's already the newest version, follow these steps: b1. On your home monitor screen, right-click the mouse > System Setup > System Admin & Factory Setting, click All and OK. b2. After finished resetting to factory setting, unplug all cameras and plug them back after 5 minutes. Then, right-click the mouse > Video Manage > click Refresh > click Auto Add. After you see all IP addresses, click OK, and you will see all videos on your monitor screen. Finally, format your HDD. Navigate to System Setup > General Setup & HDD Setup > Click Format. c. Change your system password immediately. On your home monitor screen, right-click the mouse, navigate to System Setup > System Admin, click User on the left menu bar > Set password (Request: Keep it short. 8 characters Max.). Create a password, type it in the field, repeat the new password, and click OK. Be sure to remember your password.

web:www.hiseeu.com

Email:overseas@hiseeu.com