We hope this resource will help you troubleshoot any of your technology issues. Simply click the question to reveal our answers to commonly issues and helpful technology tips.
- Are your cameras working? Please, before anything else check to make sure all cameras are working properly and have video output to a standard monitor.
- Is the DigiVue harness attached to the pci card? The port that is to be used for the camera inputs is the same 25 pin port used for attaching a printer. Make sure the DigiVue harness is attached to the pci card and not the printer port.
- Does your video card meet the minimum requirements? DigiVue will work with an 8 meg or better video card. We do however recommend using a 32 meg or better AGP video card for maximum quality video.
- Is the DigiVue card next to the video card? We recommend at least one slot between AGP video card and DigiVue board.
- Does your system meet the minimum requirements? DigiVue will work on a system that is at least a Pentium II 266 mHz. Again these are minimum requirements. You will find the better the system, the better DigiVue will perform. We recommend at least a Pentium III 550 mHz, 128 meg RAM, and a 32 meg video card.
- Are you using the correct software? Each unit comes complete with 2 versions of software on the CD, DigiVue and Digiclient. Digiclient is used ONLY for remote viewing via the internet or LAN/WAN. Make sure that you only install the DigiVue software in the computer with the cameras.
- Are there any conflicts in your device manager? When DigiVue is installed properly the drivers will be found listed under “sound and video game controllers”. There should be 2 of them (DigiVue audio and DigiVue video) listed by platform (OS). All drivers are provided on the CD. If DigiVue is installed incorrectly Windows may see it as a pci device, multimedia device or other device. If this occurs, you can easily fix it.
- First, you need to find out which “drivers” you will need. Please refer to your “Getting Started” manual that came in the box with your DigiVue.
- Highlight the conflict and Click the “Properties” tab. Now click on the “Driver” tab. Next click on the “Update driver” tab and follow the “Gettiing Started” instructions from #5 on. (If you don’t have a “Getting Started” manual you may download these instructions from our website: http://www.digivuecctv.com/support
- If at this point you still don’t have video on any channels, please try a different pci slot. The slot that the card is in may work, but not for our card. Try the slot below or the slot above.
Upon installation DigiVue software defaults to having only cameras 1 and 2 enabled. You must enable any other cameras you will be using with this system. You can do this by opening the “Advanced Setup” and taking the check out of the disable box on the left side of the screen for each individual cameras.
- Does your system and your video card meet the minimum system requirements? There is an Overlay function in the DigiVue software. If your video card is of a high quality you may use the Overlay 2 function. If when you choose Overlay 2 the program freezes, or you lose video, go back to Overlay 1 or none at all. Please select the most suitable mode for your video card. Example: On board video use Overlay 1, AGP Video 32 meg or better use Overlay 2.
- Are the correct video card drivers installed? If you have an AGP video card in your system, please go to the device manager and check under display adapters. Make sure the drivers listed under there match the card in your system.
- Are your monitor settings correct? You should be set at High color 16 bit or better and the screen area should be at 1024 x 768.
Are you recording to the drive that contains your operating system? First thing suggested in the “Getting Started” manual is that you partition your drive and not to record video to the drive containing Windows. When your drive is full, DigiVue will overwrite the oldest files on there. Windows swap files can interfere with the overwriting of video files and the computer may freeze. Some versions of Windows need to reboot every few days and should be rebooted every 1 to 3 days. In the DigiVue advanced setup menu, remove the check from the drive that contains your operating system and only record to the other available drives.
- Check to see if you are in NTSC mode. The PAL mode is the video format used by Europe and sometimes South America. NTSC is the format used in the United States.
- Do you have more than one copy of the program open? Check for icons on the lower right hand side of your taskbar. Roll the mouse over these icons to identify them. When DigiVue is open there should be only 2 icons open. One for video server and one for http. If there are more, close them. To properly close the program, click and hold the icon on the top right of the DigiVue control bar until program closes. Just clicking on this icon only minimizes the window.
- There are a few settings that if set too high can cause this. In the DigiVue advanced setup menu make sure that your rate and resolution are set in the middle. Sometimes you can set the rate on Max. Never set the resolution too High. This will cause jumping or rolling in your video.
- Are any of your cameras set on real time? The priority settings can only be set to real time if you are using one camera. Once you add any additional cameras you have to lower both priority settings.
- If after this video is still freezing, you can try removing the digivue.cfg file from the digiv folder in your C drive. It then will recreate itself when you open DigiVue. You must reset your settings. Example: Format on NTSC, make any cameras color, and change recording drives.
Check your compression settings. There are 4 levels of compression on our system.
1 through 4:
1 = least compression (best quality image, uses more drive space)
4 = most compression (least quality image, uses least amount of drive space)
You may access this adjustment on screen by clicking on the icon below the time and date stamp. The wheel with the vise can be adjusted from 1 to 4.
You are opening mulitple copies of the program. You only minimize the first DigiVue opened. You must click and hold the button to shut down. Clicking fast will minimize the software. You must then reopen your software by double clicking on the video server icon in the system tray. This will maximize software and allow you to shut down.
You must select color or b&w for each individual camera in the advanced setup menu.
Your camera is mounted upside-down.
- Check max users in webcam setup. Should be between 1 and 200.
- Make sure the host machine is connected to the internet.
- If using a router, make sure to the dmz DigiVue host computer, or to keep firewall intact just open ports 8080, 123, and 20900.
- Make sure your port settings in the webcam setup are set to 8080.
- If this doesn’t work, check with your ISP to see if port 8080 is open. If you need to change port settings, they need to be changed in webcam setup as well as in index. Example: NY Cablevision (TM) closed port 8080. We now use 6699. Check with your local provider.
Try selecting your modem in the v-dial setup. If this doesn’t work, we recommend using an A-OPEN (TM) 2-way voice modem.
If you turn on your DigiVue system and your images have horizontal lines in them and are in B&W, you are in PAL mode. There are two ways to correct this. The first way is the easier of the two. Please follow instructions below.
Re-Install: Be sure that the software is NOT running (or minimized). It must be completely closed. Run the install of the software from your CD, or download it from our site ( http://www.digivue.com/downloads.htm ) and install it. This will default everything to the way it was at first installation.
Manually: If you do not have the CD, or Internet access, you can still correct the problem. Follow these few steps:
- Remove the video harness or unplug the cameras. (There can be no video signal on the inputs while doing this.)
- Open the DigiVue software and go into “Setup”
- Change the “Format, located in the top right corner of “setup”, from PAL to NTSC. (If you have an EDV-416HS, you will have to change it four times. Located in the top right corner, is a drop-down menu marked “Chip”. You will need to change the format for each chip.)
- Put a check mark in the “colour” box to make cameras color.
- De-Select the C drive and select an alternate drive for video storage.
- Choose the Video Overlay that best suits your video graphics card.
- Click the “Close” button, and re-connect the cameras.
Once the DigiVue software has been set-up and is working properly, we strongly recommend that you save a copy of your configuration settings. This will simplify restoring your software to working order should any problem occur.
- Make sure the DigiVue software is closed and not running.
- Double click on your “My Computer” icon.
- Double click the “C” drive.
- Double click the DIGIV folder.
- Locate the digivue.cfg file and save a copy of it to another location.
If you encounter any problems, simply replace the “digivue.cfg” file in your DIGIV folder with a copy of the saved version. You must do this before you open up your DigiVue software.
The “drivers not loaded” error message usually means exactly that. The device drivers were not loaded or the wrong drivers were installed. Please go to your device manager and look for “multimedia controller” and “multimedia video controller”. These are the DigiVue drivers before installation. With the DigiVue CD in the drive, right-click on the driver and choose “Update Driver”. A directory of your computer will open and you will be prompted to find the driver. Please direct this to the “driver” folder on your cd, and then to the folder that corresponds with your Operating System. You should have 2 drivers for each EDV-004, 009, or 016. You should have 8 drivers for the EDV-416HS. When you have the correct amount of drivers, listed under the “sound, video, and game controllers” section of device manager, the error message will not come up. If your computer is having trouble recognizing the card. Please turn the computer off, remove the card and clean the contacts (top and bottom) with a clean pencil eraser. Then firmly place the card back into the system.
During the install of your DigiVue 3.6 software, you will be asked how many cards you are installing. If you are only installing one card, you should have taken the checks out of the boxes for 2,3 and 4 cards. Please run the install of the software again and this time answer the card configuration question correctly. You do not need to uninstall your previous installation. Just be sure that the program is not running when you try to install it again. If you have a EDV-416HS, please be sure that all 8 drivers are loaded. Occasionally you can get this error message if some drivers are missing. If all or some of the 8 drivers do not show up, please remove the DigiVue card, clean the contacts (top and bottom) with a clean pencil eraser, and put the card back into the computer.
DigiVue video is recorded in a motion wavelet format. You can copy video files and view them with. DigiVue software on another computer.
You can create and export a video as an Avi for viewing on any windows based computer. To create and export video recorded by DigiVue, follow these instructions. After you have recorded video through DigiVue, and you have familiarized yourself with the playback you should create an Avi as a test run.
You may locate the video through the DigiVue software or the video playback player. Once located you must use the DigiVue software to create the avi using the virtual vcr playback of an individual camera pane.
- Locate the point of video you want to be the starting point of your avi file, and press stop.
- Make sure that none of the virtual-vcr buttons are pushed. Playback must be in “stop” mode.
- Push the icon on the top toolbar with the picture of the 3 ½ floppy disk on it.
- The icon will remain highlighted, and the video will begin playing.
- When the video reaches the desired end, press the highlighted 3 ½ floppy icon again to stop encoding.
- That’s it. The video is now ready to play. Just double-click on the icon, and Windows will open your media player and run the video. You may now burn this video to cd, or email it if desired.
- The video is located in C:DIGIV/export
- It will be named by time and date, with the file extension .avi
Please remember that if you can’t ping your ip address from outside the network, you will not be able to connect to the DigiVue software. If you can not ping the IP, please contact your ISPs tech support and have them help you. If you are installing a DigiVue card on a machine that is on a network, and you would like to view from outside the network, you must first change some settings in the router setup. The following are the two options that you have.
Please note: We do not support router setup. You must contact the tech support for your router. You will need the information below when you contact the router support. Here are your two options.
- DMZ the host machine: This would be the easier option of the two. DMZ means to put the computer outside the firewall to allow access from outside the network.
- Port Forwarding: This option will keep the firewall intact, but allow you to poke a few holes in it to allow remote viewing.
The ports for each model are listed below (in red).
EDV-004, 009, 016, and 416HS:
*** = This is used for viewing with Internet Explorer. This port number can be changed. Some ISPs have closed port 8080, and you may have to use another one. You can use any port that you wish. We usually suggest 6699. If you need to change the port, please follow the instructions below.
- With the DigiVue software NOT running, choose the “webcam setup” option in your start menu.
- Double-click on the “http” icon in your taskbar (this will open an empty dos prompt)
- Go into “settings”, and change the port to whatever port you wish, and click “ok”.
- Go into “file” and click “open”, and choose “index.htm”
- Locate the line that reads ” port value =8080″, and change that to whichever port you have chosen to use.
- Go back into “file” and click “save”.
- Again, into “file” and click “exit”
Please note: When using the Client over the internet you must make sure the Remote end of the computer is DMZ. If not you will have problems trying to view the cameras you desire.
6001 to 6016
If you have multiple sites with DigiVue machines, there is a way to store more than one IP address in the DigiVue Client software. Please follow these simple steps to add a second IP Address, and repeat as needed.
- Install DigiVue Client software on your computer as instructed in the DigiVue Version 3.6 Owners Manual.
- Double-Click open the “My Computer” icon, then the “C” drive, and finally the “Program Files” folder.
- Right-Click on the “Digiclient” folder and click “Copy”.
- Right-Click on an empty area in your “Program Files” folder and click “Paste”.
- Locate the newly created “Copy of Digiclient” folder and pop it open by double-clicking on it.
- Locate the “Digiclient.exe” file and right-click on it.
- Choose “Send to” and finally “Desktop (create shortcut) “.
- Close or Exit out of everything. You should now have two icons for Digiclient on your Desktop. Each one will allow you to input a different IP Address. Rename each one to identify that location, and repeat this process as needed .
After you are finished installing the DigiVue software on your computer, double-click the DigiVue icon on your desktop to begin. There you will see a window with two buttons on it. Click the “register” button to expose your computer ID. The computer ID is an 8 character code which you will need to copy down EXACTLY as it appears on your screen. Once you have done this you may now click “cancel” to run the program in demo mode. As soon as possible go to www.digivue.com and submit that computer ID to us. You will receive your serial number within 24 hours. We use a program to create your serial #. THIS PROGRAM DOES NOT MAKE MISTAKES. You will receive a response from us in the form of an email. The e-mail will be addressed to the name you provide when submitting your registration form. If when you enter this, and click “register” the form comes back to you blank again, something was filled in wrong. Here are some possibilities.
Incorrect Name: The name that you entered is not the same as you submitted. Please check the name that is written in the email. Again EXACTLY as it is printed in the e-mail
Incorrect Computer ID: May have been submitted wrong
Incorrect Model: Please supply us with the correct model number. Providing us with an incorrect model number will get you an invalid serial number. If you are downloading the software, please download the correct version for your card. See below for a table on how to identify the model you have. The easiest way to identify which model you have is by the number of wires on the harness.
EDV-004: 5 Wires on harness
EDV-009: 10 Wires on harness
EDV-016: 17 Wires on harness
EDV-416HS: 20 Wires on harness
- With the DigiVue software CLOSED (not minimized), please choose “webcam setup” from the DigiVue section of your “Start” menu.
- Double-click on the red “http” located in your system tray.
- Go into “file” and choose “open”, and then “index”.
- Find the line which reads Port value = 8080, and change the 8080 to whichever port you would like to use.
- Go into “Settings” at the top right and change the port from 8080 to whatever you changed it to in the java script, and click “ok”.
- Back into file and choose “save”, then back into file again and choose “exit” ( Do not use the “X” at the top right, as it will not close it properly ).
- Open the DigiVue software as you normally would, but now use the new port to log on remotely.
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