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You can count on us to be right there to help you in everyway with any installation issues you may encounter

IP Camera After Sale FAQ

Click Here to go to Comprehensive

Vivotek Support Site

I cannot use IP Installer to find the Network Camera.

1) Reason: The power is not plugged. 

    Solution : Please check the power is plugged correctly. 

2) Reason: Does not select the unit you want to install. 

    Solution : Select the MAC address of the product in IP Installer like following. 

3) Reason: The Network does not work 

    Solution : Open a DOS prompt and type "PING" 127.0.0.1" to see if any response is back. If not, 
                   the network has problem. 

4) Reason: The IP is invalid. 

    Solution : Open a DOS prompt and type "PING Assigned IP Address " to see if any response is 
                   back. If yes, please switch other IP instead. 

5) Reason: Multiple networks with the same address installed in users' PC or notebook

    Solution : Open a DOS prompt to run IPCONFIG to list all network interface and see if any conflict 
                   among those network interfaces. In such case, change the sub-network/IP addres of 
                   unused network or just remove it. 

I cannot install the Network Camera

1) Reason: The power is not plugged.

    Solution : Please check the power is plugged correctly. 

2) Reason: The network does not work. 

    Solution : Open a DOS prompt and type "PING" 127.0.0.1" to see if any response is back. If not, 
                    his or her network has problem. 

3) Reason: The IP is invalid. 

    Solution : Open a DOS prompt and type "PING Assigned IP Address " to see if any response is 
                    back. If yes, please switch other IP instead. 

Is the device using DHCP to get IP address, or using a fixed IP address?

You can visit the configuration -> network page, where if the check item in the first line
"reset the IP address at next boot" is checked, it means the device will try to get new IP address
via DHCP. Otherwise it means it uses the fixed IP address.

I cannot find Network Camera after rebooting.

1) Reason: The assigned IP is not fixed. 

    Solution : 1.Launch the IP Installer or installation wizard again 

                   2. Check the "Use this IP whenever system boots" option. 

   User can type "PING" command to awaken IP. 

2) Reason: Enable the "Reset network at next boot" option in network page of configuration. 

    Solution : Uncheck this option before reboot. 

3) Reason: User forgot the IP Address. 
  
    Solution : Execute the factory setting. Please refer to the user manual to review the detail 
                   information.

I forgot the password of my network camera, what should I do?

We are sorry you might need to reset the device to make it back to its default settings. You can achieve that purpose by using a probe to click the reset button inside the reset hole for a while. Once the LED shows POST after two iterations, you can release the reset button and using the default password  to login again

 

 

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