Frequently Asked Question:

Security

Video (Total Connect)

Automation (Total Connect)

Video Add On (Ameritect Exclusive)

 

SECURITY SYSTEM FAQ

1 – Relocating the system. We know they can do it. Is there a fee for doing so? If they are moving it w/in the house there is a $25 fee. If they are moving to another residence there is a $99 fee. However, this can change depending on how long ago the system was installed.

 

2 – The motion detector is calibrated to ignore animal up to 65 lbs. Someone said they were told their cat would set it off. Is there something about the calibration that someone knows if its a feline vs a canine? What about the family bird that gets loose? It won’t pick up anything less than 65 lbs as long as the animal stays 6-8 feet away from the detector. So, a lot of it has to do w/ the location of the motion detector. Same thing with a bird; as long as it doesn’t fly directly into the motion sensor it won’t trigger the alarm.

 

3 – Distress code – someone that has the Ameritect system said there is a special code they can program that will appear to have turned off the system but will actually let Ameritect know there is a real problem but the homeowner can’t tell them so (because some guy has a gun to their head). Is this true? Is there also a special verbal code for the two-way system that would have the same effect? Yes, both of these are true and will be covered by the tech at installation.

 

4 – If the key fob is lost, can it be deactivated? How do they get a new one? It can be deactivated however a tech would have to go to the home ($25.00 trip fee) to reprogram; they would have to purchase a new one for $99.00 .

 

5 – Can you change the language on the keypad? They can be special ordered cost is the same.

 

6 – Do you have bi-lingual operators ? Yes.

 

7 – Is the customer responsible for 100% of their contract whenever they cancel? Someone has it and thought it was only 75%. Who is right? If the customer cancels the contract states the customer is responsible for 100% of the balance of the contract.

 

8 – If the customer doesn’t have a driver’s license can we take a state id? Yes.

 

9 – If we speak to a landlord and he wants to outfit his entire building, can we do that? Do we get credit for all of them? What if someone has three homes? Can we take all the orders at once? Yes, we can do that. You only need to run credit once and it will be good for all locations. Each unit would require a separate contract and separate payment. Yes, you can take all orders at one time.

 

10 – If someone cuts the phone line from outside the home does that alert the monitoring center to an issue? The standard package would not get a signal thought to Ameritect if the phone line was cut. A rebuttal to that would be that most new homes do not have exposed phone lines on the outside. So the odds of the system being disabled would be small. If exposed phone lines are an issue we do have a cell back up system available. However, “We’d like to leave that up to the technician to discuss with you since they will be on site and they are the experts”.

 

11- If a person is selling their house and wants to transfer the service to the buyer before their 3 years are up, can they do that? If so is there a fee? The contract is not transferrable to the new buyer. The reason for that is the buyer has not been credit qualified. The seller may take the system to their new residence. The fee for that would be $99 (activation fee).

 

12- If a person cancels their service before the 3 years, is the remaining 100% taken out of their auto payment method automatically all at once or monthly, or are they invoiced for it? And if invoiced, is the full amount invoiced or invoiced monthly? Original terms will stay inplace.

 

13- When does the first monthly bill arrive? Is it 30 days from installation? If not, when? When the tech has completed installation they notify Ameritect while they are still at the residence. Their credit card or ACH is then hit within 3-5 days.

 

14- Can the system be activated from a remote location? Yes, however the system must be a wireless system and must be a 2-way system.

 

15 – Does the smoke communicator call you first to see if it is a false alarm just like the regular alarm? YES, Ameritect calls the customer 1st to verify the alarm. If no one answers then they dispatch the fire dept.

 

16 – Same question with medical alert pendant. YES, Ameritect calls the customer 1st to verify the alarm. If no one answers then they dispatch an ambulance.

 

17 – What does it cost for extra door/window sensors? $99.00. But, remember that we prefer that those requests are left to the install tech. A telephone sales rep should defer to the expert on site at the time of install for anything above and beyond the standard 1-3-1.

 

18 – Do you automatically send for help when the panic button on the key fob is pressed or are they calling to verify first? Due to SIA (Security Industry Association) false alarm standards, Ameritect will call to verify ANY alarm before dispatching police, medic, fire, etc…

 

19 – If the person renews their contract, do they automatically receive new batteries for the sensors? No. Batteries are only replaced w/in the first 90 days.

 

20 – If a battery needs to be replaced within the first 3 years (prior to the 4-6 year estimated life of the battery) is it free? No. Batteries are only replaced w/in the first 90 days.

 

21 – Can the panic be de-activated from the key fob after it’s already been activated? No. The key fob goes dead until the alarm has been disarmed either from the panel or another key fob.

 

22 – How far can the system extend? i.e. If a person owns 10 acres of land and wants to have sensors in their barn/ guest house (which is located over an acre from their house), can they still control those sensors from the control panel in their house, or would a separate system need to be installed? The system can reach 300 feet in clean air. Meaning there can not be any walls obstructing the signal. So yes, a guest house and/or barn should require its’ own system.

 

23 – What happens when a customer wants to move during their 3 year Ameritect contract? We do not physically move their alarm equipment. The process is as follows:

– Customer moves to new residence, leaves old system in old house.
– We install a new system in the new residence.
– Customer signs a new 3 year agreement at the new residence, which cancels out the remainder of the original contract at the old residence.
– Customer pays $99 for activation of new system.

In summary, the install at the new home is treated like a new customer installation. All paperwork must be filled out and signed as it would be for a new customer

 

24 – How do I get a copy of the Ameritect Pad Manual? One is available by clicking here: Lynx 5100 Manual

 

25 – Is there a data sheet on on the Ameritect Pad? Yes, click here: Lynx 5100 Data Sheet

 

TOTAL CONNECT VIDEO FAQ

This FAQ covers the operation of Honeywell’s iP Cameras for use with the Total Connect website.  The various cameras each have different features that can be controlled from the Total Connect website.  When a particular camera is selected, only the operating switches for that model camera will appear.  Refer to the topics at the end of this guide for details on the tool buttons and how to set your preferences for each camera.  The table below highlights the features of each internet camera model:

 
STEP 1: After logging into Total Connect, click Video.
 
Step 2: From the drop-down menu, choose the video system you want to view.  Click Launch Video System.
If your PC does not have QuickTime® and Flash® You will be prompted to install or update these applications.
 
Step 3: On the right, thumbnail still pictures for each camera will appear.  These thumbnails are updated
every 10 to 20 seconds.  You may select a camera to view its live video by clicking on that camera.
The live video appears on the left.
 
Step 4: You may use the arrow buttons to position a PT (pan & tilt) camera.  Use single clicks and allow
time for the camera to attain the new position.  Use the center Home button to command the
camera to its home position (refer to the detailed description in the “Tool Buttons” topic).
 
Step 5: This dedicated camera viewing window provides a larger live video view.  The tool buttons available
will depend on the iP camera model.
 
Step 6: When your session is over, in the video monitoring window click Close then log out of Total Connect.
 
Tool Buttons:
 
Edit camera settings:
Note, that the settings for each camera are configured separately.
On each camera preview window there is a tool icon in the lower right corner, click this icon to bring up the camera’s Camera Configuration window.
It is important to know that configuration settings are stored in the camera and are retrieved when a video session is opened.
To understand the various configuration settings we will look at the settings for
cam3.
Refer to the table below and the screen shots that follow to understand how to configure the camera’s settings.
 
Camera Configuration window (This is where you configure the camera)
 
Edit Detection Areas window
When an area is activated by checking the box, a transparent colored Detection Area will appear on the screen.  You can drag and resize the box as desired.  Click Done when all the areas are configured.
 
Edit Schedule window
This window allows you to setup schedules that define when a motion event can be detected.  Schedules may be deleted by clicking the “X” adjacent to the schedule.
 
 

TOTAL CONNECT AUTOMATION FAQ

check1-How does the Z-Wave system work?
Each device on the network, such as a lamp, light switch, thermostat, garage door opener, pool control, etc. has an individual code, selected from more than 4 billion options. When you program one of the controller options. Then when you press the appropriate button, the controller sends a signal to the device telling it what to do.

 

2-What kinds of devices can go on a Z-Wave network?
Nearly anything that you can control by hand can be controlled using Z-Wave technology. Some examples include indoor and outdoor lights (both on/off and lighting levels), temperature, garage doors, electronic entry systems, motion controls, motorized blinds, motorized skylights, home theater systems, and pool/spa controls.

 

3-What are scenes?
Scenes are a pre-set combination of actions that occur at the touch of a single button. Lighting scenes have gained in popularity in recent years. But Z-Wave goes well beyond that. For example, you can create a scene for sunset that closes the blinds, adjusts the temperature, turns on inside lights to a pre-set level, turns on the television to the evening news, activates an outdoor motion sensor, and locks the doors. (Click here to learn more about scenes.)

 

4-Is Z-Wave two-way?
Most Z-Wave products are two-way, allowing wall-mounted controllers and software to be aware of whether lights are on/off or dimmed throughout a network. We can even report the lighting intensity level for an individual device. This means when you push a button on a wall-mounted zone controller, you will get an indication on the controller when the lights (often in other areas of the home) have turned on or off, accurately. The alternative is to blindly send a command from a controller and trusting that the system performed as expected.

 

5-Is Z-Wave reliable?
Z-Wave is very reliable. Every command sent to a receiver is acknowledged by the receiver. If the transmitter doesn’t receive the acknowledgement from the receiver it resends the command. If there is still no acknowledgment the command is routed to the intended receiver using other Z-Wave devices to relay the command. As long as you have a Z-Wave device every 30 meters or so you will have no problems with communication reliability. The products themselves are also very reliable, we are working with the best in class manufacturers in each product category. Leviton, Cooper, Intermatic are all companies that have been in the residential lighting business ever since electric lighting was invented. Harmony and UEI are the leaders in universal remotes. All these products are very reliable and well supported.

 

6-How does Z-Wave compare to X10?
X10 is a lot like learning BASIC. Everyone has used it, and once they learn it, they have learned not to use it again. Seriously though, X10 is ideal for simple applications such as controlling a lamp across the room. It runs into reliability problems when the installer begins thinking of X10 in a whole-house installation. The more X10 products that are installed in a home, the less reliable the system becomes. Z-Wave is the opposite: More Z-Wave components installed in a home increases the reliability of the entire system.

 

7-Z-wave Device support
• Will work with same Z-wave devices specified in L5100 Home Automation guide and in the Total Connect Help Guide.
• Inclusion device support – GE, Aspire, and Leviton.

Compatibility devices:

 

Door Locks

Yale Real Living Push Button Lever Lock

Yale Real Living Touchscreen Lever Lock

Yale Real Living Push Button Deadbolt Lock

Yale Real Living Touchscreen deadbolt Lock

Schalge Link Deadbolt Lock

Schlage Link Lever Lock

Kwikset Smartcode Lever lock

Kwikset Smartcode Deadbolt Lock

 

Thermostats

Honeywell ECC

Wayne Dalton Zwave thermostat

Trane Zwave Thermostat

 

Appliance

HomeManageable Appliance Module

Wayne Dalton Small Appliance Module

GE wireless lighting control plug in appliance module

SOMFY

 

Lights

Leviton/ViziaRF+ switches

Leviton/ViziaRF+ dimmers

Leviton/ViziaRF+ plug in modules

GE wireless lighting control dimmers

GE wireless lighting control Switches

GE wireless lighting control plug in lamp modules

 

8-How do I Flash lights on an event (like burglary)?
• Z-wave does not support flashing of lights.
• The easiest way is to use an outlet that is z-wave controlled, and then install a strobe into the outlet. When the event occurs, switch on the outlet to turn on the strobe. The strobe will then begin to flash.

 

9-How do you back up Z-wave information?
• Z-wave information is uploaded into Compass, so it can be used to recreate the scenes, rules and schedules originally created if necessary.
• Use a secondary controller, connected to a laptop (such as the Leviton USB device), save the information to a file.
Can the Duress code be used to unlock the door and disarm the system?
• Yes, if enabled in user code programming

 

10-If there is a Z-wave system, and someone moves a device (lamp module or other), how do you “repair” the network so that the device still reports into and can be controlled from the system?
• Z-wave has a self-repair function.

 

11-Can you learn a L5100 into another L5100 as a secondary controller?
• No, this does not work, and may be fixed in a running change.

 

12-Does L5100 support Network Wide Inclusion (NWI)?
• No. But, most manufacturers don’t support it yet, including Leviton.
What if I install more than 40 light switches on a L5100?
• You can add more than 40, you can’t control more than 40.

 

13-I need more scenes, how can I get them?
• Total Connect 2.0 allows you to create 20 more scenes.
• When enabled through TC2.0, they will be assigned to Scene numbers 21-40.
• They can only be viewed via TC2.0

 

14-Why can’t I edit my scenes locally?
• TC2.0 pushes scenes 21 to 40 to the panel. Scenes created through TC2.0 cannot be edited locally

 

15-What if I default my panel, do I lose my Z-Wave devices?
• Yes, this will require you to exclude all your devices then exclude them before you can include them.

 

16-I have a large, sprawling home. Will Z-Wave work there?
It is very likely. Because it is a routing technology, one Z-Wave device will pass the signal along to another until the final destination is reached. This relay system greatly extends its range. The final range, of course, depends on how many devices you have and the construction of your home. The more walls or other obstacles a signal has to pass through, the shorter the range will be.

 

17-What is the range of a Z-Wave device?
The range of a Z-Wave signal is strongly influenced by the environment; for example the number of walls that the signal has to move through. Typical ranges achieved by Z-Wave customers are 30 meters (90 feet) indoor and over 100 meters (300 feet) outdoors in the open air.

 

18-Does it matter what side the Z-Wave and WiFi board are inserted?
• Yes, the Z-Wave module must be installed on the telephone side of the board and the WiFi card must be installed under the speaker

 

19-The L5100 will not will recognize the WiFi or Z-Wave module?
• The card must be inserted when power down
• Turn on Z-Wave or Wifi in programming, Reboot the panel again.

 

20-Certifications in process?
• Z-wave alliance
• Wi-fi alliance

 

21-What is the Z-Wave Alliance?
The Z-Wave Alliance is an organization of companies with the following vision:
The Z-Wave Alliance members lead the home controls market, providing systems that deliver increased comfort, convenience, safety and security. Z-Wave based systems are easy to install and use, and allow products from all members to communicate seamlessly.
The mission of the Alliance is:
– Promote consumer recognition of the Z-Wave brand as the trusted standard for wireless home control
– Ensure interoperability between systems and devices from all members
– Provide processes for collaboration on future products and services


 

AMERITECT CAMERAS FAQ

check

1 . Why my camera cannot connect wireless?

Normally, camera cannot connect WIFI mainly due to wrong settings. Please check the following points:
1)When you click scan button, can the camera find router’s WIFI signal? (should find)
2)When you set SSID for camera, please set it the same as SSID of your router;
3)Wireless key should be the same with router’s wireless key;
4)Whether disable mac address filter or not; (should disable, if you enable mac address filter, please add the camera’s wireless mac address in the allow list)
5)Whether camera is too far from router?(In normal home environment, keep the distance not beyond 20m is better)
6)Check the antenna of the camera fixed well or not.

Firstly, please check when you click scan button, camera can detect the WIFI signal or not. (Normally, it need scan two or more than two times) If it can find, you can click the SSID of your router in the wireless list, then SSID, encryption will be filled in the following boxes automatically. It only need enter the wireless key.
Secondly, if the camera cannot scan router’s WIFI signal, please fill in SSID, encryption and wireless key manually to try.
Lastly, if all the wireless settings have no problem, but the camera still cannot connect WIFI, please try other encryption, even without encryption to test; put the camera near your router to test. If it still can’t connect, please contact our technical support engineer tech@ameritect.net for deep help.

 

2 . Why I cannot see living video when use Internet Explorer, only black screen?

1) Check if you load the activeX when you login.
If you use Internet Explorer, you need run the activeX(DVM_IPCam2 ActiveX Control Module) when you login the camera. When the activeX prompts you, please install it, do not block it, or you will not see living video. About how to load the activeX, please see the guide of “How to load activeX in Windows7 computer”.
2) Check if the firewall or anti-virus software blocks the activeX or not.
If you have firewall or anti-virus software on your computer, they may block the activeX. Please disable them briefly and try to load the activeX.
3) Check if you choose the correct login mode or not.
There are two login mode, one is for IE browser (ActiveX mode), the other is for firefox, google chrome, safari browser (Server Push mode), if you choose the wrong login mode, you cannot see living video, instead of black screen.
4) If you have already tried all these suggestions above, but still cannot see video, please change a port number to try, do not use port 80, change to port 81, 82, 8005.etc. As port 80 may be used by other applications or process.

 

3 . I forgot user name and password of my camera, what I can do next?

Please reset your camera, when you reset, please power on the camera at first, hold down the reset button about 30 seconds and then release it, after that, camera will restore to default user name and password. The default use is admin, no password.

 

4 . IP Camera Tool shows error information “Subnet does not match, dbclick to chang…

Normally, it is the reason that router cannot give the camera an ip address automatically. You can set a fixed LAN ip for the camera. When you set its ip, please keep the camera and your router or PC in the same subnet, in other words, keep the first three section of IP address the same.
There are three ways to confirm the address of subnet mask, gateway and DNS server:
Login your router and choose the status of LAN, you can see the detailed information of subnet mask, gateway and DNS server. In fact, router’s LAN IP is just the gateway address. If you don’t know the DNS server, you can set it same with gateway.
Check the local area connection of PC, it also contains the detail information of that;
Find these information in DOS, the step is Start—>Run—>cmd—>ipconfig/all—>Enter, you can see all the information of subnet mask, gateway and DNS server.

 

5 . I cannot find record icon and where to set record path, why?

In current software, record function is controlled by activeX, only use Internet Explorer can use record function. If you use firefox, google chrome or safari, it is impossible to record. Also, there is no record icon and place to change record path in the UI.

 

6 . How can I record?

There are two ways to record:
1)Record manually;
There is a record icon in operator UI, click the record icon and the camera will begin to record. Click the icon again and camera will stop recording.
2)Record automatically when motion trigger;
First, set alarm settings for the camera and submit. When motion trigger, camera will record
automatically.

NOTE:
1.When you record, you need open the monitoring system UI. If you close the Real-time IP camera monitoring system, camera will stop recording.
2. If you want to change record path, please go to “User settings” to set. Record path is used to store manual record, Alarm record path is used to save automatic record.

 

7 . I set remote settings according the guide, but still cannot login the camera into the internet why?

Firstly, make sure if the following settings are correct.
Do you set a fixed LAN IP for your camera?
Do you set DDNS service settings and DDNS status shows succeed?
Do you do port forwarding in your router?
Do you active your DDNS domain name?
Secondly, if you finished all the settings above successfully, please check if there is more than one router or modem in your LAN or not. If you connect two or more routers in the LAN, you need do two times port forwarding.
About how to do two times port forwarding, please see the guide of How to do two times port forwarding.

 

8 . How is UPNP work?

In current software, UPNP only contains port forwarding; it is used to do port forwarding automatically.
If your router has UPNP function, please enable it and enable UPNP of the camera at the same time. Then camera will do automatic port forwarding to the router.
As UPNP is also easily affected by router or firewall, sometimes it may show failed status.
If that, please do port forwarding manually in your router, forward to camera’s ip and port.
After manual forward, UPNP succeed or failed has no effect on remote access.

 

9 . When I change the record path, it shows “set record path failed”?

If camera shows this error, it may due to the security settings of your OS; you can add the camera’s ip address as a trusted site to resolve this issue.
The add step is Internet Explorer—>Tool—>Internet Proper—>Security—>Trusted sites—>Sites—>Add.

 

10 . I set multi-device settings, but I can only see the first camera when login remotely?

If you want to view all the cameras remotely, please note the following points:
1)Make sure each camera you add can be login remotely with its DDNS name and port.
2)When you add cameras, you should use DDNS domain name to fill in the host, do not use camera’s LAN IP as host.

 

11 . How to add several cameras in LAN?

If you want to add several cameras and view them at the same time in LAN, you can use each camera’s LAN IP and port to add.
About detailed information, please see the guide of How to add several cameras in LAN.

 

12 . My IP Camera Tool cannot find the camera’s IP, why?

1) Firstly, please check if your camera work normal or not; check the status of the lights on RJ-45, network cable is good or not, the connection of network and power is good or not, whether camera pan/tilt after power on (for indoor camera).
2) Whether your router enable DHCP function; if disable mac address filter;
3) Computer and camera in the same subnet or not; the firewall block the camera or not;
4) If you have another router, please plug the camera in it and try again;
5) If you tired all the above steps and still failed, please use a network cable connect the camera and your computer directly, check if the ip camera tool can detect the camera or not;

 

13 . I enable audio, but I hear no sound?

1) Please check if your computer can play music or not;
2) If you plug an earphone in your computer to hear sound, please make sure turn on the sound of earphone;
3) Make sure active the earphone icon in the visitor UI;
4) Network speed is not so bad;
5) The sound is not so far from the camera and loud enough for the camera to capture;

 

14 . I enable talk function, but there is no sound come from the speaker?

1) Check if the microphone used to talk turn on or not;
2) Make sure active the microphone icon in visitor UI;
3) Network speed is not so bad;

 

15 . When I test talk, there is a loud noise, is there anything need notice?

1) Do not put the camera too near to the microphone which you used to talk, or it will cause noise;
2) Do not enable earphone icon and microphone icon at the same time;

 

16 . There is only a white picture when I login my camera, why?

1) If you put the camera outside or toward outside, please choose outdoor mode;
2) Do not toward the camera to something easily reflect light, such as glass or white wall;
3) If your camera is outdoor camera, please extend the sunlight shell and prevent sunlight shine in the lens;

 

17 . Which kind of mobile phone can view your camera?

1) There are some app for iphone, blackberry, android; you can use these app to view your camera on these phone;
Here are some app that users forward useful:
For iphone/ipad:
Free app:
http://itunes.apple.com/us/app/camviewer-for-foscam-webcams/id416551665?mt=8
Other app:
http://itunes.apple.com/us/app/foscamviewer/id389966111?mt=8
http://itunes.apple.com/us/app/homewatch/id332703885?mt=8
http://itunes.apple.com/us/app/smart-control-foscam-edition/id390165453?mt=8
http://itunes.apple.com/us/app/foscam-ip-control/id348726919?mt=8
http://itunes.apple.com/us/app/foscam-surveillance/id373509500?mt=8

For Blackberry:
http://totalcontrolapp.com/index.php?option=com_content&task=view&id=42&Itemid=66
www.mobiscope.com
For Android:
http://totalcontrolapp.com/index.php?option=com_content&task=view&id=47&Itemid=84
http://www.androidzoom.com/android_applications/tools/ip-cam-viewer-lite_cwi.html

2) Some mobile phone with Windows Mobile system or Symbian system which support JAVA can install the mobile player software in CD. It is used to view video of the camera. Make sure that your mobile phone support RTSP.
3) If your mobile phone can’t view living video after install the mobile player and set all the settings successfully, you can use CGI commands to view snapshots. For example:
http://cameraip:port/snapshot.cgi?user=XXX&pwd=XXX
(such as: htttp://183.125.93.67:86/snapshot.cgi?user=admin&pwd=123 or
http://foscamdemo.dyndns.org:88/snapshot.cgi?user=admin&pwd=admin )
Type in these urls in the browser and you will see snapshot of the camera, if you want to view the current snapshot, just refresh the browser frequently.
This way is better for many mobile phone according the network speed on phone.
4) If you install the mobile player software, but still cannot view living video, it may due to that your phone does not support RTSP, you can download a player that support RTSP, such as Coreplayer and install it on your phone to achieve that.
Put the urls
http://cameraip:port/videostream.cgi?user=XXX&pwd=XXX as its address in the Coreplayer and you can get living video.

 

18 . What’s the normal status of camera when power on?

1) For indoor camera FI8918W:
When power on, camera will pan/tilt automatically, the red power light will turn on, green network light will blink; if you connect network cable, the small green light on RJ-45 will turn on, the orange light on RJ-45 will blink.
2) For indoor camera FI8908W:
When power on, camera will pan/tilt automatically; the green network light (in front of the camera) will blink, if you connect network cable, the small green light on RJ-45 will turn on, the orange light on RJ-45 will blink.
3) For indoor camera FI8909W:
When power on, the red power light will turn on, green network light will blink, if you connect network cable, the small green light on RJ-45 will turn on, the orange light on RJ-45 will blink.
4) For outdoor camera FI8903W/FI8904W/FI8905W:
When power on and connect network cable, the small green light on RJ-45 will turn on, the orange light on RJ-45 will blink.

 

19 . I use firefox and safari, but I can’t get audio?

Not all the cameras support audio function, normally, only indoor cameras support audio function, such as FI8908W, FI8918W, FI8909W and FI8906W.
Also, in current software, only X.X.X.36 firmware support these browser get audio, so please check the firmware version of your camera.
If your camera has the new firmware version of X.X.X.36, but still get no audio, please check if you download and run the activeX (VLC media player), you can get audio unless you have already run the VLC. When you install VLC, please choose “Mozilla plugin” as picture below:

check

Download VLC at here: http://www.videolan.org/

 

20 . I set email alarm, but I haven’t received alarm emails when motion trigger?
1) Alarm trigger or not.
The light in device status turn red or not; Check “send mail on alarm” in alarm
settings or not; alarm status in device info turn to motion detect alarm or not;
2) When you click test after setting email service settings, did it show succeed or not;

 

21 . I set date and time for my camera, but it shows 1970 in log?
1) Make sure your computer has correct date and time, please do not forget save settings after you finish the synchronization with your PC;
2) Choose both synchronize with PC and synchronize with NTP server to try;
3) Camera connect to internet or not;

 

22 . I set alarm settings, but camera did not alarm, the status light not turn red too?
1) Check the sensibility, if you set a low sensibility, camera will not so sensitive on small motion;
2) Check if you choose scheduler or not, if you set scheduler, camera will only alarm during the time range you set;
3) If the moving object is too small and moving is so latent, camera may have difficult to detect it;
4) There may be delay according bandwidth, network for camera to response.

 

23 . I set FTP settings, but test failed?
1) Make sure all the settings are correct, you need have enough permission of the ftp server, such as read, write, delete and set new folder .etc;
2) Check if your ftp server support the special format of the picture name or not, pictures upload to ftp server named like:000DC5D1E6B7()_0_20110419181148_63.jpg;
3) The folder you prepare to upload pictures should exist in ftp server; camera cannot create folder itself;

 

24 . I set multi-device settings, but I cannot control pan/tilt on other camera?
If you want to control other camera, please click left mouse on the correct video of the camera and you can control pan/tilt on that camera.

 

25 . I add several cameras, can I do administrator settings for other camera?
It is impossible to achieve this, you need login these camera separately for its administrator settings.

 

26 . I want to restore factory settings, but I don’t want to repeat set all the settings after that, what can I do?
You can use backup & restore settings, click backup and store the current settings to computer before you restore factory settings, if you want to reload it, just choose the saved backup file and load all the settings.

 

27 . I upgrade my camera and now it shows 404 error?
If it shows this error, it indicates that the camera lost webUI, please upgrade webUI for the camera by ip camera tool and it will work well.

 

28 . How can I delete the information in log?
When you power off the camera, all the information will be deleted automatically.

 

29 . How many pictures does the camera send when motion trigger? What’s the frequency?
1) There are six pictures in each alarm emails;
2) If alarm continues for a long time, camera will send an email per minute; if motion trigger shortly, camera will send emails not so often.
3) It is normal that there is delay between received alarm emails and motion trigger, according to the network;

 

30 . Does your camera support WPA2 encryption?
Yes, all of our cameras support WEP, WPA and WPA2 encryption.

 

31 . Which OS does your camera support?
myGOconnect cameras support Windows 2000, Windows XP, Windows 7, Vista, Mac OS and Linux.

 

32 . Which browser does your camera support?
myGOconnect cameras support Internet Explorer, Firefox, Google chrome, Safari and other standard browsers.

 

33 . How to add several cameras in LAN?
If you have several cameras and you want to see all of them in the same UI locally. You can add them in multi-device settings.

For example, we have three cameras.
The 1st camera’s address is http://192.168.11.56:85/
The 2nd camera’s address is http://192.168.11.90:88/
The 3rd camera’s address is http://192.168.11.254:8090/

(1) Login your 1st camera and choose multi-device settings. (Picture1) Click “The 2nd device”; Fill in the 2nd camera’s name, host, port, user name and password.

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Picture 1
After you add the camera, it will show the following status.

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Picture 2
(2) Add the 3rd camera. Use the same way as the second one. (Picture 3)

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Picture 3
(3) Click submit after you finish these settings. Then back to video UI. (Picture 4)

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Picture 4
(4) Click “For Visitor”, choose 4 windows and you will see all the cameras you add locally.
After they are added successfully, the green light at the status of them will all turn on.

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Picture 5
Problem: As you add cameras use their LAN IP, so you can only view them together locally, not remotely (in internet).
If you want to view all of them remotely too, please view the guide of how to add several cameras in WAN.

 

 

34 . How to add several cameras in WAN
If you have several cameras and you want to see all of them in the same UI remotely. (In internet) You can add them in multi-device settings.

For example, we have three cameras.
Before you add them in multi-device settings, please make sure that you can view each of in internet by their DDNS domain name and port. (Or WAN IP and port)

About how to set remote view, please follow the guide of “How to set DDNS service settings “or “How to set remote view-for static IP users”.

Let’s do that step by step.
The 1st camera’s remote link is http://ipcam9910.dyndns.org:85/
The 2nd camera’s remote link is http://ipcam9910.dyndns.org:88/
The 3rd camera’s remote link is http://chrisjingf.dyndns.org:8090/

(1) Login your 1st camera and choose multi-device settings. (Picture1) Click “The 2nd device”; Fill in the 2nd camera’s name, host, port, user name and password.

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Picture 1
NOTE: When you add other cameras, please use its DDNS account or WAN IP; don’t use its LAN IP.

After you add the camera, it will show the following status.

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Picture 2
(2) Add the 3rd camera. Use the same way as the second one. (Picture 3)

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Picture 3
(3) Click submit after you finish these settings. Then back to video UI. (Picture 4)

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Picture 4
(4) Click “For Visitor”, choose 4 windows and you will see all the cameras you add remotely.
After they are added successfully, the green light at the status of them will all turn on.

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Picture 5
Problem: If it shows failed to connect the camera, the light show yellow in device status, it may due to wrong settings. Please check the following three points:
If the camera you add can be login remotely.
1-When you add it, whether you use the correct DDNS account or WAN IP, not LAN IP.
2-If you fill in the correct alias, port, user name and password of the camera you add.

 

35 . How to adjust the focus for outdoor camera
1)Hold the camera’s body by one hand.(Picture 1)

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Picture 1
2)Take off the glass shell of the camera .(Picture 2)

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Picture 2

3)Take off the phomi around the lens carefully. (Picture 3 & Picture4)

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Picture 3

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Picture 4

4)Take off the two screws of on the IR lights board and take off the lights board as Picture 5 & Picture 6.

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Picture 5

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Picture 6
5)There is a screw which used to fix the lens, use a screw-driver loosen the screw a little bit and you can screw the lens to adjust focus.

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Picture 7
6)Choose an object around 2m, the lens should face it and rotate the lens till you see the images clear enough.

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Picture 8
7)After you adjust the focus successfully, please install all the parts back for the camera.

 

36 . How to change 6mm lens to 3.6mm lens

1. Pull the sunlight shell back a bit and reveal the glass ring. (Picture 1 & Picture 2)

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Picture 1

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Picture 2

2. Rotate the glass ring anticlockwise and take off it.

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Picture 3
3. Take down the two screws on the IR lights board.

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Picture 4

4. Take down the IR lights board and then take down the black sun-shade phomi carefully.

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Picture 5
5. Take down the two screws which used to fix the lens board, when you get the lens board out, please notice which is the correct direction of the lens board. (“FI8903W 04W CMOS V1.0”—These words face up)

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Picture 6

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Picture 7
6. Loosen the screw which used to fix lens and take off the 6mm lens, then install the 3.6mm lens.
Toward the camera to something around 1~2m and rotate the lens to adjust focus, until the video is clear enough.
Fix the screw on the new lens after finish adjusting focus.

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Picture 8

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7. Decurve the topside and underside of the gasket 15°by a pinchers, then fix the lens board on the body, install back all the other parts.

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Picture 11

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Picture 12

 

37 . How to do two times port forwarding

If you connect two routers in your network (or a modem and a router) and want to set remote access, you need do two times port forwarding.

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For example, the LAN IP of router1 is 192.168.0.1, LAN IP of router2 is 192.168.11.1, its WAN IP is 192.168.0.5, you can get these information in LAN and WAN settings in your router.
Camera and PC both connect to router2, PC’s LAN IP is 192.168.11.23, camera’s LAN IP is 192.168.11.56, port is 85.

Here are the steps to do these two port forwarding:
1)First, please do port forwarding in router2, forward to camera’s ip 192.168.11.56 and port 85;
2)Second, please do port forwarding in router1, forward to router2’s ip 192.168.0.5 and port 85;

Router1: forward to router2 (IP is 192.168.0.5, port 85)
Router2: forward to camera (IP is 192.168.11.56, port 85)

 

38 . How to load the activeX in Windows7 Computer

Some people have been having trouble accessing their Foscam Wireless IP Camera using Windows 7 and IE. If you are running Windows 7 and are having trouble installing the Active X Control Module with Internet Explorer, you are probably getting an error related to the “DVM_IPCAM2 ActiveX Control Module” which states “Windows has blocked this software because it can’t verify the publisher.” If this is happening to you then you can fix it by changing your iE Internet Options as instructed here:1) Open internet explorer, click Tools –> Internet Options.
2) Click the Security tab –> Custom Level button

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Under ActiveX ensure the following are set to enabled:-Run ActiveX and plug-ins – Enabled-Download Signed ActiveX Control – Enabled-Script ActiveX controls marked as safe for scripting – EnabledSet the following to “Prompt”:Download unsigned ActiveX Control – PromptInitialize and script ActiveX controls not mark as safe – Prompt
3) Click OK and Apply and OK. Restart the browser.

 

 

39 . How to set alarm settings

If you want the camera alarm when motion trigger, you can set alarm settings.

If you want the camera alarm at any time when motion trigger. Please set as follows.
Login the camera as administrator, choose alarm service settings. (Picture1)

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Picture 1

NOTE: 1) About the sensitivity, 1 is the lowest sensitivity, 10 is the highest sensitivity.
2)About “Motion Compensation”, it means it is compensation of lights. As usually, camera will alarm even when light changes, here if you choose motion compensation, camera will not cause so many alarms by light changes. In other words, it can decrease these alarms caused by light changes.

When motion alarm, the light in device status will turn to red, then to green, keep this constantly until alarm end. (Picture 2) You can hear beep sound when the light turns to red.

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Picture 2

The status of alarm will turn to motion detect alarm. (Picture 3)

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Picture 3

3)If you want the camera only alarm during some special time, you can set scheduler. (Picture 4) After you set scheduler, camera will only alarm when motion trigger during the time you set.

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Picture 4
1)There are six things need to notice:
2)When alarm trigger, the alarm status will turn to motion detect alarm.
3)When alarm trigger, the status light will turn to red.
4)When alarm trigger, there will be beep sound.
5)If you set email and alarm, camera will send images to your email when motion trigger.
6)If you set ftp and alarm, camera will upload images to ftp server when motion trigger.
When alarm trigger, camera will record automatically and store the recordings on the disk of your computer. You can change record path at user settings. (Picture 5)

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Picture 5

NOTE: You need open the monitor software “Real-time IP Camera Monitoring System” for the automatic record, if you close the monitor system, the camera will stop recording.

 

 

40 . How to set email alarm

There are two steps:
1)Set mail service settings
Before you set, please make sure that your email for sender support SMTP.
Please set as below picture. (Picture 1)

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Picture 1
Please click Submit before you click Test button.
Make sure test succeed after these settings. (Picture 2)

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Picture 2
After test succeed, you will receive a test email in the mailbox of receiver.

2)Set alarm service settings
Please set as picture 3 below.

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Picture 3


Do not forget to click submit after finish these settings.

If there is motion trigger, camera will alarm and you can receive alarm pictures.

NOTE:
◆If you set scheduler, camera will only alarm and send pictures during the time you set when motion trigger.
◆If you do not choose scheduler, camera will always alarm and send pictures when motion trigger at any time.

 

41 . How to set FTP service settings

 

If you want to upload images to FTP server, you can set FTP service settings.
1)Set FTP service settings
You need a ftp server before you do these settings.Make sure that you have enough permission on read, write, delete on the server.Please set as below picture. (Picture 1)

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Picture 1

Here upload interval means the time between the first image and the second image. Here 10, means 10 seconds.
Make sure test succeed. (Picture 2)

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2)If you want the camera upload images to ftp server when motion trigger. You need also set alarm service settings.
Please set alarm service settings as below. (Picture 3)

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Picture 3

Do not forget to click submit after finish these settings.

If there is motion trigger, camera will upload images to ftp server.

NOTE:
◆If you set scheduler, camera will only alarm and upload pictures during the time you set when motion trigger.
◆If you do not choose scheduler, camera will always alarm and upload pictures when motion trigger at any time.