Top 10+ Most Frequently Asked Questions

The list answers the most common questions our techincal support team receives. If you cannot find your answer within this list, please click this link for more detailed FAQS, submit an Online Request Form or email your problem to us and it will be answered as soon as possible by one of our technical support specialists.

1. Why am I not able to Remotely View my DVR video or get Remote Console to operate when using Microsoft Vista/Windows 7?

For Remote Viewing and proper operation of Remote Console in Microsoft Vista and Windows 7, you will have to disable User Account Control and run IE (Internet Explorer) as an administrator. You can execute this by:

1. Right clicking the IE icon in the Start Menu
2. Then choose Programs
3. Then right click IE
4. Then click on run as administrator

2. AndroidViewer: How to setup remote viewing of DVR on Android Phones 

Please click on this link for step-by-step instruction on setting up remote viewing on your Android phone. 

3. Problems with Remote Viewing not connecting nor loading while installing the WEBCAM drivers.

Our web viewing software requires the PC to download and install our ActiveX Scripts. Due to some Internet Explorer security settings, this can prevent the needed files from being downloaded and installed properly. To resolve this issue, please follow the instructions below:

1. Click on Start, then Control Panel
2. Launch Internet Options
3. Click on the Security Tab
4. Click on the Custom Levels button
5. Scroll Down till you find the following options
-Download unsigned ActiveX controls
-Initialize and script ActiveX controls not marked as safe for scripting
6. Set the above options to prompt
7. Click OK to apply these changes
8. Click OK

This should allow your browser to download and install the needed files correctly and allow you access to your DVR.

4. Problem with downloading the ActiveX. Getting a Publisher error.

If you have made the changes to the IE setting to allow ActveX to download and are now getting an error with Expired Publisher, this is due to running a software version that is below 7.7.

Option 1
Download the latest version of the DVR software in the download section.
http://www.averusa.com/surveillance/download.aspx

Option 2
Find your DVR card model below and apply the patch 

OCX: NV3000, NV5000, NV6000 and NV7000

OCX: NV7000H

5. iPhone: How to setup remote viewing of DVR on the iPhone

Please click on this link for step-by-step instruction on setting up remote viewing on your iPhone. 

6. Blackberry: How to setup remote viewing of DVR on the Blackberry?

Please click on this link for step-by-step instruction on setting up remote viewing on your Blackberry. 

7. I forgot the login/password for the NV software. Is there a master password or can I reset the password?

The only way to reset the password on the NV software is to reinstall the NV software. Please make sure you have the CD-Key for your NV product as you will need the key to install the software.

8. I have lost my CD-key, what do I do now?

If you previously uninstalled the software and now need to reinstall it but do not have the CD-Key, you can do a system restore to a previous date and obtain the CD-Key from the Registry by following the steps below. After completing the steps, you will see a registry file call SN on the right hand side, your CD-Key is the 16 digit number that follows.

1. Click start
2. Choose Run
3. Type in Regedit
4. Click on HKey_Local_machine
5. Choose Software
6. Choose DSS
7. Choose DVR
8. Choose Systems
9. On the right hand side a file call SN will have your cd-key
Note: the cd-key is broken into 3 section XXXXXX-XXXXX-XXXXX

Option 2: If the CD-Key is not able to be retrieved, you can obtain a new CD-Key by clicking on this link and following the ordering process. 

9. Where can I find downloads for the DVR software?

All downloads can be found on the download page by going to:
1. Support tab on the main menu
2. Choose Downloads

Or

1. Products tab on the main menu
2. Navigate to a Product page
3. Click on the Downloads tab

Click here to directly visit our downloads page: http://www.averusa.com/surveillance/download.aspx 

10. Where can I find the IP Camera Support List? 

We have 2 separate IP Support list that we keep updated to indicate all the support IP cameras available. The link to the IP Support list is below

Windows Units – http://www.averusa.com/surveillance/download/IP/IPcamerasupportlist.pdf

Linux Units - http://www.averusa.com/surveillance/download/EHseries/EH_EXR%20IP%20Camera%20Support%20List.pdf 
 

11. Where Can I download the latest IP Patch?

The latest IP patch can be downloaded in the download section under your specific card model. Please go to the:

1. Products tab on the main menu
2. Navigate to a Product page
3. Click on the Downloads tab

12. What browsers are supported for remote viewing?

We currently only support Internel Explorer (IE), but are working on supporting more browsers in the future.