Test all the ports are correctly opened by using www.canyouseeme.org if on the network or www.ping.eu if outside the network. If test fails, please refer to the Internet Service Provider or www.portforward.com for port forwarding support.
Re-populate device on network via DHCP Warning: This will affect any existing port forwarding rules (This must be done for all BT customers)
Check they are using the correct app/software for unit.
Check no other devices on network are using the same port numbers.
Check they are using the correct IP address for connecting. Use the internal address from the DVR network page if on same network and customers external IP if accessing from mobile or different network.
If software is not running correctly, please run as Administrator and make sure it has compatibility with 'XP Service Pack 3'. This can be done by right-clicking the desktop icon and going to the 'Compatibility' tab.
If issues occur with the software installed directly from the CD, which came with the DVR, uninstall programme and delete relevant local files, then download and install the latest version from the website.
If it is not connecting correctly, check the upload speed, which is normally 10% of the download speed, check on www.speedtest.net to confirm speeds. The user will need approximately 500kbps - 1mbps for each camera.
In cases where the software has parts cut off or missing, this may be down the their DPI Settings, go to Control Panel > Display and ensure this is set at 'Small 100%' (Note: this requires the user to log off).