Frequently Asked Questions:

Troubleshooting

  1. Why doesn't the Java Applet show up on my screen?
  2. Why can't I see my cameras?
  3. Why can't I review my archived footage?
  4. Why is my archived footage moving too fast/too slow?
  5. Why is the picture quality on my screen bad?
  6. Why is the picture too bright/too dark?
  7. Why doesn't the camera view fit on my screen?
  8. Why won't my PTZ camera move?
  1. Why doesn't the Java Applet show up on my screen?
    • Check to make sure that your browser supports Java.
      • Internet Explorer (recommended):
        1. From the Tools menu at the top of the page, choose Internet Options.
        2. Choose the Advanced Tab from the pop up window.
        3. Scroll down to Java VM and make sure that all Java settings are enabled.
        4. Click Apply.
        5. Restart your computer if you made any changes to these settings.
      • Netscape Navigator:
        1. From the Edit menu at the top of the page, choose Preferences.
        2. Click on Advanced from the side menu.
        3. Check to make sure that all Java functions are enabled.
        4. Click OK
        5. Restart your computer if you made any changes to these settings.
      • AOL:
        1. Java should always be enabled through AOL.
      • Mac User:
        1. Mac OS 9 or less user need a Java software to plug in to browser.  Please contact VProtect for detail.
        2. Mac OS X user can just use the Java-enabled browser to see.
    • Check your connection speed.  Slow connections may make the Applet time out.
    • If the Applet still doesn't show up, contact customer support.
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  2. Why can't I see my cameras?
    • Check to see if you can view other web sites.
    • Check your connections:
      • DSL line
      • DSL modem
      • Camera connections to box
      • Power cord
    • Restart your computer and reconnect to the web site.  This may allow you to view your cameras.
    • If everything looks ok, call customer service.
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  3. Why can't I review my archived footage?
    • Make sure that you are not asking to review archived footage for times and dates that are outside of your recording range.
    • Make sure that your cameras were configured to record during that time.
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  4. Why is my archived footage moving too fast/too slow?
    • Check your recording rate.
      **Note: Recording rate may affect playback speed.
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  5. Why is the picture quality on my screen bad?
    • Check your monitor settings to make sure you are viewing at optimal levels.
    • Try changing the picture quality on the VProtect user interface.
    • Check your cameras. Lenses may not be focused.
    • Check to make sure Pan, Tilt, Zoom (PTZ) cameras are properly configured.
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  6. Why is the picture too bright/too dark?
    • Check the settings on your cameras.
    • Check the light levels in the area in which the camera is located.
    • If you are still unsatisfied, contact your security camera dealer.
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  7. Why doesn't the camera view fit on my screen?
    • Check to make sure that the User Interface supports your monitor settings.
      • Recommended monitor resolution is 1024 x 768
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  8. Why won't my PTZ camera move?
    • There may be other users logged in to your site unit.  If they are trying to use the PTZ camera at the same time, you may experience difficulty moving it.
    • Due to DSL speed, the PTZ camera experiences a minimal lag time.
    • Make sure that the camera you are trying to pan, tilt or zoom is a PTZ camera.
    • Make sure that the camera you are using is proportly configed to VProtect's system.
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