Example System / Genius Vision Rapid Answerer 

[Frequently Asked Questions]   

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Why am I not getting a response?

Overview

  • Sometimes you ask a question and didn't receive further feedback from us, it might be caused by a number of factors. An important thing to understand about Genius Vision is that we are a commercial organization and we survive by collecting license payment. That's why we simply cannot keep answering low-value questions for free users. For user operations, in most cases you'll need to figure it out by yourself, as we have already provided tons of readily available materials. If you think there is a problem in our documentation, you need to tell us exactly where is the problem.
  • Please don't ask us non-software related problem. A good example is you should not ask any network integration questions. The users of NVR software is required to have skilled network experience. (See this article or check this)
  • A clue to this matter is that you have to show us that you already invested enough efforts (studying, googling, asking around, or testing, etc) first, and not just seeking for quick answers. Remember, it always cost something from us just to reply to you. We want to improve our product to get your satisfaction, but not by wasting our time on low-value questions, because it wouldn't be cost-effective.
  • To see what is a "low-value" question that doesn't get further feedback from us, we can give a number of examples together with the reasons explained in the section below.
  • Generally speaking, we will reply any kinds of inquiry at least once. If you did not hear from us again, please revisit this page to see if your question is added to the section below.

Example (Internet connection)

Hi, I can connect to the NVR from LAN and see video and all, but I can't connect to the NVR from the Internet. Can you help me?

Explanation

  • This is really a "network lesson" level of question which is unrelated to the software itself. If you can already see video in the LAN, it means the software works all right. Maybe you want to hire some network experts to solve your own network problems. Obviously we are not experts in network, but only in our own software.

Example (camera compatibility)

Hi there, I am trying to connect two Everfocus EZN3240 cameras to the software but only one populates in the "find camera" field.  When I manually enter the second camera, it never connects.  The first one that it does find will only connect for a minute and then says "Video Loss". Are these cameras not supported with this software?

Explanation

  • This type of question is answered at the front page/first item of Genius Vision Rapid Answerer. We prefer not to be asked repeated and similar questions especially when they are really abundantly answered, in order to save valuable human resource.

Example (camera compatibility)

Can you please confirm if your system works with KAVASS cameras ?? for example:  http://www.dx.com/p/kavass-clg-a615m1-hd-1-0mp-cmos-ir-night-vision-ip-camera-w-pnp-ash-black-321384#.U4-kFXJdVxw

Explanation

  • Same as previous one.

Example (user operation)

I already did set up using ActivityAlarm under Camera Video Setup as described on the page but the 'Activity detected' flashing image is not disappearing. I still need to acknowledge it. Also using S-Motion for motion detection. This should be right or not? Without S-Motion there is no motion detected so I assume S-Motion is required.

Explanation

Example (user operation)

I understood that I can use your software to stream video frames from Pixor's P400, to my Android smartphone.

Can you please direct me to the specific product and instructions how to use it?

Explanation

  • We don't provide tutor sessions, at least not for free. Please read documentation instead.

Example (user operation)

How to use your intelligent video detection? Can you walk me through it?

Explanation

Example (user operation)

Can i use Gmail for email setup, if so can you show how-to?

Explanation

Example (recommendation)

Can you recommend a mail server that is compatible with your software?

Explanation

  • We don't usually provide any recommendation, at least not for free.

Example (system problem)

I have installed your software and I don't think it's very stable, can you fix it?

Explanation

Example (compatibility)

Does your software work on Windows 8 yet.  I cannot get it to load on Windows 8

Explanation

Example (tech support, complex/combined external factors)

We have a couple of issues:

1) After replacing the router to the network, we could no longer access the camera's remotely. All ports are open properly. We found that the computer IP changed, but when trying to change it to what it was, we go began getting IP conflicts on the machine hosting your software because your virtual adapter also had that IP, and we could not find a way to release it. We ended up also having to uninstall your software, and reinstalling it. It looks like that cleared the old IP, but we are still not able to access remotely. Is there any way to manage the IP of the virtual adapter that your software uses? What else could be causing the issue?

2) After re-installing, we are not using an evaluation version. How do we enter that license back in the software?

Explanation

  • Please don't ask multiple questions at once, we might lose track of them. More info please refer this FAQ.
  • Usually we are not able to help you with your internal network configuration, at least not for free. Any IT professional would say the same, unless you're paying him or her a lot of money.
  • Please don't ask a question with complex/combined external factors. You need to isolate your question to a minimum level about how our software is involved.