Frequently Asked Questions (FAQs)
Compro IP Cameras
1. Q: Why did my camera restart itself? Why can’t I see the video after an extended period of operation?
A: Please update the firmware to the latest version. You may find the download link here.
2. Q: Why can’t I view the camera on the Internet?
A: Please ensure that you’ve done everything said on P11~12 of the troubleshooting guide.
3. Q: How can I view the camera on BlackBerry cell phones?
A: Please refer to the BlackBerry guide.
4. Q: How can I view the video in H.264 format with audio on iPhone?
A: Please refer to the iPhone guide.
5. Q: How do I upgrade the camera’s firmware?
A: Please refer to the firmware upgrade guide.
6. Q: Why can't I view the live video from the camera I installed on my LAN network?

A: First, check if your viewing PC has a successful connection to the LAN network. You can open a command prompt window (by pressing Win key + R and input "cmd" and hit OK) and then input "ipconfig" and press [Enter]. When your PC is connected to the network, it will display information on your IP address, subnet mask, etc.

Second, check if the IP address you entered matches the IP address of your camera. If you are certain that your camera is configured with the same subnet mask as that of your PC, you can first disconnect other cameras, and then run the iWizard to scan the camera on your network. You shall then see the camera's IP address on your network. (Note if you are running Windows 7/ Vista, you need to run iWizard tool with system administrator rights. Simply right click on the iWizard icon on your desktop, and select "Run as administrator")

If you're not sure whether your camera is on the same subnet with your PC, reconnect your camera to your PC directly (configure the IP address of your PC as 192.168.0.X), and run iWizard again to reconfigure its subnet address to match that of your PC. Then reconnect it back to the router and run iWizard again.

7. Q: I can view the camera video via wired connection, but not wirelessly. How come?
A: Please check that: 1) the IP camera is connected to the correct wireless access point. 2) you have correctly set the encryption type and key for the wireless connection. If you didn’t use a router on your network, the default IP address for the camera will be 192.168.0.128. 

You can check the status of the connection by logging on to your router's maintenance page or page titled with similar wording. Consult with the manufacturer of your router for detailed instruction.
8. Q: Why can't I see the camera video after a successful login?
A: The most common cause is that the Compro ActiveX component is not installed. If you are viewing the camera video on Internet Explorer, make sure you have installed and enabled Compro ActiveX component. Open your Internet Explorer browser and go to [Tools] > [Manage Add-ons] and check that you’ve got both the “ComproClientActivex” and “USActiveX” control components registered and enabled.  Also, you need to install VLC codec if you are viewing on non-IE browser. If you are viewing camera video on Firefox, Safari, or Chrome, make sure your VLC plugin is properly installed. (Visit www.videolan.org/vlc/ to download the plugin.)
9. Q: Why can't I remotely view the camera video on the Internet? Even though I can still view the video on the internal LAN network.
A: If you are certain you have entered the correct IP address, refer to the possible causes below:
1. Check if you can browse the Internet on your LAN network. If you can't, contact your network administrator for assistance.You need to have access to the Internet when trying to view your network camera remotely. Equally speaking, your camera installed on a LAN network also needs to have access to the Internet for your camera to be accessed remotely. 

2.The router's configuration does not allow incoming traffic to the camera. If you want to make your camera located on a LAN network accessible on the Internet, you need to enable port forwarding on your router and allow incoming traffic on the HTTP and RTSP ports your camera is using (your router may require a reboot after port forwarding is set). If you don't know how to enable port forwarding on the router, consult the manufacturer of your router for instruction. 

3. Try to decrease the TTL value. If it still doesn't work, contact Compro for technical support. It could be that the camera's WAN IP address has changed but yet to be updated into DNS cache (when you're using DDNS service).
10. Q: Why can't I access my camera using the hostname generated by Compro DDNS or other DDNS service provider?
A: First, check the user information is correctly set. Go to main setup page. On the left menu, select [Network] > [DDNS], and check if the ID and password is correct. Also check with your service provider to see if your service account is active. Second, check if the iDDNS service is enabled and if you have the correct address by going to the main setup page and select [Network] > [DDNS] on the left menu. Third, check whether the incoming traffic to the network camera is allowed. If the problem persists, contact Compro for technical support.
11. Q: Why did part of camera image become pixelated? Why did I see square color blocks?
A: The is mostly due to insufficient network bandwidth.
Without sufficient bandwidth, video quality will deteriorate and image errors like pixelation or frame-drop may occur. When you view your camera remotely from the Internet, your camera needs sufficient upload bandwidth to transmit video stream and you need sufficient download bandwidth to download video stream at the remote location. 
To gain satisfactory video quality, ensure there is sufficient upload bandwidth available to your network camera by taking the following actions:
1.Contact your Internet Service Provider (ISP) to confirm the upload/download speed limit of your service. If the bit rate of the video stream is set at 512Kbps or higher but your Internet service only provides a max. of 512Kbps for upload bandwidth, then try to lower the bit rate setting in [Setup] > [Video]. 

2.Run a network speed diagnostics on WebVUer to determine the bandwidth level of the currently connected network. To do so, log in to your camera using WebVUer and go to [Setup] > [Network] > [Network Bandwidth].When the speed diagnostics is done, the WebVUer will advise you of the appropriate setting.

Consider the following action to ensure sufficient download bandwidth at your remote viewing location:
1.Contact your Internet Service Provider (ISP) to confirm the upload/download speed limit of your service. If the bit rate of the video stream is set at 3Mbps or higher but your Internet service only provides a max. of 2Mbps download bandwidth, then try to lower the bit rate setting in [Setup] > [Video]. 

2.Upgrade to Gigabit network switch. Regular 10/100 Mbps network switch cannot handle multiple megapixel channels, thus you may consider upgrading to Gigabit network switch when building up your network infrastructure.

3.While you are viewing the network camera remotely, shutting down any other applications that are also consuming the network bandwidth in the background.
12. Q: Why can't I record video onto the microSD card?
A: Please ensure that: 
1. The microSD card is inserted firmly into position. 

2. The microSD card is properly formatted. Go to main setup page, and choose [Recording Setup] from the left menu. Choose [Micro SD] for the "Destination" field, and then press the [Format] button. If it still doesn't function properly, try storing still snapshots onto the SD card. Failure in storing snapshots often suggests a problem with the memory card.

3. The microSD card is supported by the device. Your IP camera may not fully support high capacity memory cards from all the manufacturers. Contact Compro technical support when you think you have encountered a SD card compatibility problem.

4. The speed class of SD card meet the recording requirement. You might experience minor issue in video recording when your SD card does not meet the writing speed requirement. Compro recommends using class 4 or above SD card for video recording.
 
5. You have configured at least a motion detection region prior to recording video clips of detected motion to SD card. You must set at least a motion detection region before setting up event-based recording in Recording Setup.
13. Q: How do I configure the IP camera to send out e-mail alert message when it detects motion?

A: First, log on to the camera’s setup interface with your web browser. Then select [Event Setup > Event Server Setup] from the left menu, and click [Email server] to configure the email server.

Second, select the type of event that will be used to trigger event from the left menu, i.e. motion detection, IO status, audio detection, and then make desired settings and save your settings. For instance, if you would like to use motion detection as the event trigger, you need to go to the Motion Detection setup page and create a detection area on the screen prior to performing trigger setup.

Third, select [Trigger Setup] from the left menu under [Event Setup]. Press [Create] and go ahead to select Motion Detection from the drop-down menu of Event Trigger. Then press [Next], and for the Event Actions, check [E-mail] as the response action and press [Finish] to complete the setup. If everything is done correctly, the camera will send an email attached with event snapshot using the account configured in [Email Server]

14. Q: Scanning and connecting to wireless AP takes a long while.
A: There could be too many wireless APs nearby. The amount of time taken to scan wireless APs depends on the number of wireless APs around the camera. If there are too many wireless APs (30 or more), it may take 3 minutes to complete the scanning process. A possible workaround is to turn down the video setting a notch temporarily, and then turn it up again after you have completed configuring wireless connection. For example, you can first set your video setting as QVGA, MPEG-4, 5fps, 512Kbps. Then go to network page for wireless connection setup, and set the video setting back to its original state. This might be helpful for reducing the scanning time.
15. Q: Why the camera’s IP address is repeatedly shown as “DHCP mode” in iWizard.
A: This either means the camera cannot obtain an IP address from DHCP Server, or indicates that the IP address assigned to the camera is not on the same subnet as the LAN network. Please try to set the camera’s IP address to a static one. Note that you have to set the DNS server for your camera (in the advanced network settings) if your camera uses a static IP address. Consult with your ISP (Internet Service Provider) for the most appropriate DNS server setting; or simply set DNS server as 8.8.8.8 or 8.8.4.4, which is the address of a free DNS server powered by Google.
16. Q: Why do I keep seeing ghost images?
A: This is a common phenomenon that occurs when the quality of network is not good or the video setting is too high. Please try to set the bit rate of the camera to a lower one and see if the problem remains.
17. Q: How come the video is not real-time?
A: First, check if the network latency is too long. If the network is too congested, this may happen. Second, check the video buffer setting in the video settings page (setup > video > video buffer). Please set it as standard. (The video buffer option is only available in firmware 2.03 or above.)
18. Q: The message “Your video quality is too high for your internet bandwidth” popped up.
A: This means the camera’s browser interface, WebVUer, could not receive a steady stream of video data from your camera. The loss of video data might also be caused by network congestion or insufficient bandwidth. Please refer to other related troubleshooting tips. Additionally, if the CPU usage on your viewing computer is too high, the same warning message will be showed. You can monitor the CPU usage by right clicking on your Windows task bar and choose “task manager”, and then click the Performance tab.
19. Q: Why does the video appear so blocky?
A: This is usually caused by non-correspondence of video resolution and bit rate. Simply put, the video bit rate is too low. Please try to set the bit rate to a higher one or set the video resolution to a lower one.
20. Q: Video stream is lost over a short span.
A: This could be caused either by the unstable connection between the camera and the WebVUer or by the insufficient network bandwidth. Please try to set the bit rate of the camera to a lower one and try again.
21. Q: How come my camera's IP address is shown as 169.254.x.x ?
A: When Compro IP camera fails to obtain an IP Address from a DHCP server (typically a network router, which has the ability to assign an IP address to IP camera automatically), the camera will generate an IP address itself so that it can be found on the network using Compro iWizard. In order to resolve this, you need to check the physical connection between your Compro IP camera and the router, or consult your network administrator about the function of DHCP server.
22. Q: I want to receive event notifications from my camera via Email. How should I configure the Email Server?

A: Log on to your camera's setup page and navigate to [Event Setup] > [Event Server Setup] > [Email Server]. If you have a Gmail account, type in “smtp.gmail.com” in the SMPT Server field and use 465 in the SMTP Port field. If you are using other Email service providers, put in the SMTP server address and SSL port number they support. Then set Authentication Method to “login.” The following is a setup example using Gmail service. (Click thumbnail to enlarge.)

 

23. Q: When I tried to play back video recordings in Windows Media Player, all I got was a blank screen.
A: If you cannot play back .mkv or .avi video files recorded from the camera, please download and install the free VLC media player or K-Lite Codec Pack from the internet. Then try again and see if the problem remains.
24. Q: Why activeX not working after download so that I cannot view camera image?
The situation might caused by ActiveX install not properly or certificate expiration
1. Please delete the ComproEmbedded folder which locate at C:/program files then re-enter WebVUer to see if issue resolved. 2. If not, please dlownload install pack as below link:
ActiveX installation pack
After download, please extract the file and execute to resolve the issue.
25. Q: Does my Compro network camera support Mac system?
All the Compro network cameras supports live viewing in MJPEG mode under Mac OS 10.6 or above.
Also, the IP55/IP55W, IP60/IP60W, IP70/IP70W, IP540/IP540W, IP570/IP570W/IP570P network cameras provides more Mac support features: 1. Please delete the ComproEmbedded folder which locate at C:/program files then re-enter WebVUer to see if issue resolved. 2. If not, please dlownload install pack as below link: 3. MJPEG live viewing in Live View page, Motion Detection setup page and PTZ control setup page.
26. Q: Why my IP camera doesn't work after I reconnect the power adapter?
If you are using the IP55, IP60, IP70, IP540 IP cameras. If you unplug the power from camera, please don't re-plug the power immediately to the camera and wait for 4 seconds or above then re-plug the power for re-start your camera.
27. Q: Why I can’t see the liveview in WebVUer after update to IE 11?
A: Please refer the technical note to resolve the issue
Techical Note
28. Q: How many many devices TN600R/TN900R can switch on/off?
A: C4home provide 10 profiles for each TN600R/TN900R, it means users able to control 10 devices for each camera.
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Network Video Recorders
1. Q: Is the Compro NVR ONVIF compatible?
A: The NVR will have ONVIF V1.02 upgradeable firmware in the 3rd quarter of 2011.
2. Q: Why can I not log into NVR at first run?
A: The NVR must be configured by iWizard at first run. You can download the Compro iWizard from "http://www.comprousa.com/en/download.html". Once you have completed the configuration steps in iWizard, you can then log into NVR. Please refer to the user manual for detailed iWizard instructions.
3. Q: What is iStart?
A: iStart is an intelligent tool provided in the NVR’s user interface to facilitate the setup of camera connections. With the iStart function, you are only two mouse clicks away from completing the connection setup for all of your Compro cameras. (Note that if you want to use iStart to add cameras to NVR, the cameras' user name and password must remain as the default ones, which are both “admin”.
4. Q: Why do I see gray images repeatedly?
A: Seeing lots of gray images in live view mode indicates that many data packets which carry video data are dropped during the transmission. This might be the result of network congestion, wireless congestion, or the limited upload/download bandwidth of your network. To measure the upload/download capacity of your network, you can use either the “Network Bandwidth” testing tool in the network settings page of you Compro IP camera, or visit speedtest.net (http://speedtest.net/) using a PC on your network.
5. Q: Why does the video appear blocky?
A: This is usually caused by non-correspondence of video resolution and bit rate. Simply put, the video bit rate is too low. Please try to set the bit rate to a higher one or set the video resolution to a lower one.
6. Q: The video is not smooth and is lagging.
A: The key to smooth video is a fast network environment and a fast viewing PC. Also, ensure the upload and download bandwidth available to the NVR is greater than the defined video bit rate of all your cameras combined. You can monitor the CPU usage on the viewing PC by right clicking on the Windows task bar and choose “task manager”, and then click the Performance tab. If the CPU usage gets too high, try reduce the number of channels you monitor simultaneously.
7. Q: Why does it take so long to show the video from cameras?
A: When your network speed is inconsistent, it may take the NVR longer than usual to connect to your cameras as compared to a network with consistent speed. In this case, it might be helpful to adjust the video settings of your cameras, such as changing the video preference to increased motion smoothness. Then try re-reconnecting to your cameras again.
8. Q: Why does the NVR keep losing the video?
A: Please check your network speed or adjust the video preference setting of your cameras.
9. Q: I cannot see live video from the Internet, but within the LAN it works.
A: It could be that the camera connection is not configured with a WAN (public) IP address. In the “Edit Camera” window that pops up when you set up a camera connection, there is a “WAN IP (Optional)” field. Please enter the camera’s WAN/public IP address into this WAN IP field.
10. Q: Why are my recordings still there after I reset the NVR?
A: The reset function only clears user and camera data, and does not remove all existing video recordings from the hard disk. If you need to delete all video recordings, please enter the setup menu, and click [Storage Setup] > [Volume Management] and go ahead to format the disk.
11. Q: Some buttons or view windows are displayed out of alignment in the browser.
A: The browser cache needs to be refreshed. Your browser could still be attempting to connect to all camera channels. Please wait for another while. If the problem persists, try pressing CTRL + [F5] to force a cache refresh on your browser.
12. Q: The one-touch backup button is not functioning.
A: Check if the USB storage device is connected properly or if it's been damaged. The one-touch backup button on the front panel is meant for backing up data onto the USB storage device connected to the FRONT USB port. Also, try unplugging the USB storage device and connect it to other device and see if it can be accessed normally.
13. Q: When I tried to play back video recordings downloaded from NVR in Windows Media Player, all I got was a blank screen.
A: If you cannot play back .mkv or .avi video files downloaded from your NVR, please download and install the free VLC media player or K-Lite Codec Pack from the internet. Then try again and see if the problem remains.
14. Q: I changed the video settings of my Compro camera, but the NVR did not remember the new settings. How come?
A: The only cause of this problem is that users manage camera’s video settings via Compro camera’s administration interface when they really should be using NVR’s administration interface. The NVR is designed to be the central management system that manages the video feeds from all of your cameras. Therefore it is recommended to always use the NVR’s administration interface to manage the video settings of your cameras.
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ComproView®
1. Q: Why can't ComproView® connect to my IP camera?
A: Sometimes an anti-virus software (like NOD32) can block the connection between ComproView® and your IP cameras and result in connection failure. When you think this is what has happened, go to the setup page of your anti-virus software and manually add ComproView® to the list of trusted applications, so ComproView® can access the Internet and connect to your IP cameras on the network normally.
2. Q: ComproView® can't find the IP camera on my network.
A: If ComproView® is unable to find your IP cameras on your LAN network even after you repeatedly scanning for them in ComproView®, you may have to check whether the UPnP device searching is allowed in the Windows system.On Windows XP, go to [Control Panel] > [Network Connections] > [My Network Places], and see if there are any available IP cameras. If not, click on [Show icons for networked UPnP devices] under Network Tasks on the left. In addition, check whether you have installed the UPnP component in the Windows system.
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Video Servers
1. Q: What is the minimal speed class requirement for SD card?
A: Compro recommends using class 4 or above SD card for event-driven video recording. You might experience minor issue in video recording when your SD card does not meet the writing speed requirement.
2. Q: What can't I record video to SD card on motion detection?
A: It's likely that a motion detection region has not been configured for recording motion-triggered events. If you want to record video clips to SD card on motion detection, you need to set at least a motion detection region before setting up event-based recording in Recording Setup.
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C4Home
1. Q: How to reset the camera password if I forgot it?
A: If you forget your C4Home password or the administrator password of camera, please refer below link to download the guide document.
Technical Note
2. Q: Why can't I download event snapshot of camera to my device?
A: Please check your network is correct connecting to the internet. However, if you using iPhone, please make sure the C4Home app can access the media store, go to "Setup->Private->Picture" to enable the C4Home.
3. Q: How can I set the area of motion detection?
A: On app only provide one size which is full screen of area of motion detection. If you want to select a motion area, pleae go to “Setup->Event Setup->Motion Detection->Select Region:0” to setup in Webvuer.
4. Q: What the maximum of camera sharing on C4Home?
A: The camera can be shared up to 3 persons.
5. Q: How many cameras can be accessed in an account?
A: There are 32 cameras can be add in an account where consist of 16 cameras that you add yourself, and another 16 cameras of sharing camera that be shared from your friends.
6. Q: How many event can be saved in an account on the server?
A: Each account can save up to 30 events (5MB) on the server, and the earliest event will be covered when event reach to limit.
7. Q: How can I view the record video in the SD card via the APP?
A: Only the event video which be supported on C4home can be view. Please click the event at Event list, and choose the Video playback to watch it streaming or download the video to your mobiles.
8. Q: How can I get back my password if I forget?
A: If you forget your C4Home password or the administrator password of camera, please refer below link to download the guide document.
Technical Note
9. Q: What is the Private mode and how does it work?
A: Private Mode provide a function that could force camera disable all of the function, all of access permission to camera will be forbidden (C4Home, WebVuer, NVR and RTSP), aside for external access, the camera’s function include PTZ, IR, White LED and event trigger will be disable until the private mode finish. You can start private mode at “Camera List -> Setting->Private Mode”.
10. Q: Why I always get stuck at processing when I log in on iPhone / iPad?
A: This issue is due to the iOS7 change the default notification setting of each application, please go to 'Setup'->'Notification Center', select C4home and adjust the 'ALERT STLYE' from 'None' to 'Banners'.

Seedonk Service
1. Q: What is the difference between P2P mode and server mode?
A: Currently the difference is that server mode will have a timeout restriction whereas P2P mode won't.
2. Q: How many "friends" can I allow to share my video
A: You can share your video with as many people as you like.
3. Q: What is the access limitation of Seedonk IM on PC and smartphone?
A: Currently, Seedonk mobile app does not support many of the camera management features, such as configuration, sharing, and changing camera status. The next release will support all of these camera management and configuration features. The only thing that it won't support is chatting functionality.
4. Q: How many accounts are allowed to access a single camera?
A: As many accounts as you share it with. However, if there are more than 2 people watching a stream, all subsequent viewing sessions will be server mode.
5. Q: My camera's video settings were overridden when I launched the Seedonk application?
A: If the user chooses to enable Seedonk service on the Compro camera, some camera setting items, like video settings, camera settings and audio settings, will then be controlled by Seedonk service in the future and will not be controlled or configured by Compro’s browser interface, WebVUer.
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