Originally from ticket #22340.

This is a follow-up to your previous request #22269 "rebooting"

Hi, Jesus,

I'm working during your support hours, i can't call!! what a bummer...

I'm doing pretty good setting all this up myself, i have the remote
viewing working on the iPhone for my local LAN, and i'm connected
through the Internet too, but i'm just not getting any video. the app
says i'm connected tho. i'm not sure when i'll be free to call during
your support hours, can you give me a quick assessment of why i might
not be getting any video? I sure like the DVR, now that it's
working!! easy to use and set up..

thanks..
C

Charley,

Are you not able to see the cameras from your LAN as well? If not, please make sure you have your video option checked under the extara stream. I have had configure the encode the way it should be before I send it back to you, but just make sure you have that option checked. Aso the way to open the port In your router is using the following protocols for the following ports.

37777 TCP/UDP
37778 TCP/UDP
88 TCP THIS PORT REFER TO THE HTTP PORT

Make sure also the the extra stream is set to CIF @7fps and the bit rate is CBR @48kbps

Let me know

Regards,

Your Support Rep.

I /can/ see the cameras from my LAN. no problem there. i'm sure as i
was trying to learn about the different settings, that i changed some
from what they were when you sent it to me. i didnt know you had
already configured it, but it looks like everything you mentioned
below i have set correctly. i had the http port set to something
else, but i changed it to 88 just in case. i'm looking at the feed
from my PC now. i have 37777 and 37778 set and forwarded. the extra
stream in "encode" is set as you say, CIF @ 7fps and bit rate=CBR @
48kps.

when i look at your video on your website, when you are using the app
for the iPhone, there is a split second there when i see
"authenticating" flash on the screen--on your video. i dont get
that. when i use the app, techproSS version 1.0.0, build # 20110120,
(to connect over the Internet) i first disconnect my local WiFi, and
i see "connected" at the bottom of the screen, but just get a black
screen. (yeah, i've tried all the cameras.. they're all black). when
i use the newer app, iDMSS V2.50.0, build # 2011-11-30, it tried to
connect but times out. the exact message is "window 1, connect
failed!" both of these apps work fine when i'm connecting to my
LAN using my wifi. i use canyouseeme.org, and it says the service is
visible on the ports 37777, but i have 37778 forwarded also, but it
times out. i've tried about 5 ports around there and they all come
back as a timeout error, not visible. I'm going to keep trying for a
UDP port.. hope all this helps..

thanks, Jesus..
C

If you don't mind please give me your external ip address and the http port, also if you can a username and password I can login to your dvr and see the configurations.

Thanks

Regards,

Your Support Rep.

sure..

ip= 70.176.97.165
http= 88

id= admin
pass= demo

thanks...

I can't connect to it

Regards,

Your Support Rep.

well that makes two of us..
what do i do now?

i just verified those are the correct parameters..

try port 10000

can-you-see-me was unable to see the service on port 88, but it can on
10000...

also, i'm using an apple airport, maybe there is something special i
need to do..?

thanks..

Charles,

What I meant to say was that I can't hit the the dvr with that ip you gave me through Internet explorer. As you noticed troubleshot something via email is very hard, and the best way is for me to see the configurations on your network myself. To set the port is very simple, you simply must forward the 3 ports the dvr have, http,UDP, and tcp port; what ever the numbers are if not the defaults 37777, 37778, and 88 for the http if configured that way. This port protocols must be configured as TCP/UDP for each of the numbers. If you are able to check that at least port http and TCP are open by going to www.canyouseeme.org and putting the port number in there and shows you a successful result, you should be able to connect from the outside world to the dvr, unless you have change something else in the network configuration of the dvr that I'm not aware of. Please default the network settings and just change the http port on the dvr to 88 and recheck your port forwarding setting in your router, also noticed that even if the port 37778 is open in your router and you try to check to see if it is open, it will show you that it is closed. That's normal, but you must make sure that you forward that particular port propertly.

Thanks

Regards,

Your Support Rep.

Jesus,

thanks for that reply, nicely done. you know, i am in IT, and i dont
know how you guys troubleshoot without actually seeing the situation
and being there. i could never do phone support, i leave that to
others..

while i was waiting for you to check out my defective DVR, i borrowed
a Lorex DVR, 4 channel, and set it up no problem. i was able to view
it through their app on my iPhone, so i think i know how this is
supposed to work; you are right, it's not that hard. i agree it's
some simple setting in the DVR that you could fix in 3 minutes if you
could hit the thing.

i will default the DVR, and set the ports as you request. i
appreciate your patience, and understand that i /do/ realize how
difficult this type of troubleshooting can be. but i'm confident
we'll get this, and i'll be happy as can be. : )

when i change the port to 88, canyouseeme doesnt see it as forwarded,
even tho i have forwarded it in the router.

> also noticed that even if the port 37778 is open in your router and
> you try to check to see if it is open, it will show you that it is
> closed. That's normal
>

Can you tell me why this would be normal? I'll work this a bit and
let you know..

thanks, Jesus..

--C

Another thing I'll like to point out is, and I'm assuming you'll know this, If you have a secondary router issuing dhcp and this is set at front of you main ISP modem, you will need to do your port forwarding correctly, also off course, make sure you have your gateway configured correctly at the dvr. I'm not going to be answering emails or tickets but I will be paying attention at your process configuring the unit,

Thanks

Regards,

Your Support Rep.

Jesus,

lets try this.. i've enclosed a couple jpgs of the 'encode' and the
'network' configuration pages. let me know if you'd like others.
This while thing is strange, only because i had the Lorex system
working.. so i had the ports forwarded correctly for that system.
that leads me to believe it's a setting in the DVR somewhere, like you
hinted, that is preventing me from getting video. Like i said, when
it test it, the iPhone app says "connected" but there is just no video.

I've tested all the ports with canyouseeme.org, and they all say the
service is visible. with the airport, i've set up two configurations,
one with TCP/UDP both set at 37777, and the other with TCP/UDP set at
37778. Port 10000 was visible /without/ me forwarding it through the
airport router. I tried setting the http port at 88, but, even with
it forwarded, i was not able to see it in canyouseeme. I was able to
connect to the DVR on port 88 through my LAN. but, as you see, i
changed to back to 10000, because it was open with canyouseeme. Whats
with the RTSP port? i forwarded that too, and its visible.

happy new year, we'll talk again soon..

--C

Turn off dhcp, you have this option ON, And give it a try. If this doesn't work make sure there is not a conflict with ip addresses or something, otherwise I will going to have to login in a computer there to see white my own eyes.

Thanks

Regards,

Your Support Rep.

turning off dhcp killed the whole thing.. local LAN access to the
http port, and iPhone access to cameras locally. i dont know why you
are unable to connect through the http port. it says it's open,
canyouseeme says that too, but i cant test it outside of my local
network. i have mostly linux and mac machines, but i built a Win7 box
just to work with this surveillance application. this really
shouldnt be this difficult. i had the Lorex system working in 20
minutes. there has to be something simple we're missing... i have
a couple suggestions..

first, i think this means something, and i need your comment. the
iPhone app says it's connected when i attempt to get the feed through
the Internet. and it stays connected, but there is no video. this
has to mean something. could there be something that is not getting
passed through the outside connection that would cause a 'no video'
failure?

second, before i start tearing my local network apart, and replacing
things like machines, and routers, to try and run this down, i need
you to indicate whether or not this could, just possibly, be a DVR
problem again. i've run this by a couple guys i know that do this a
lot, and they both question whether or not the DVR is working
properly. i dont know the failure modes of these machines, but if
there is a chance that the DVR is messed up somehow, i want to know
that before i go much farther. I"m not going to ding anyone for
hardware failures, so i dont care if it /is/ the DVR again, that's not
your fault. you already get an A+ for support, so no worries there.
i just need to get this working..

third, if you can give me a listing of what the settings should be on
the DVR, i'll default the whole thing, and start from there. if you
are unable to connect to it, i dont know what else to do.

hope you had a safe and happy new years..
--C

trying to call you now.

Thanks

Regards,

Your Support Rep.

Jesus,

I just wanted to thank you for all the assistance you provided me over
the past few weeks, to get my DVR/Camera set up working. I can't
recall any support experience that has been as prompt, courteous,
thorough, and helpful as the one you provided-- not to mention your
personal phone call on your day off, to finally get the port
forwarding working. Support like this is rare indeed, and you have
convinced me that you guys have the same attitude toward customer
support that I do. I should have known this when Brad responded to
me /==7 minutes==/ after I initially reported my suspected defective
DVR, with a very nice informative email, with some helpful
recommendations. 7 minutes? I was totally floored by this.

I viewed nearly all your videos, which were very useful and
informative. To see the unpacking of various equipment was enormously
helpful. I've never worked with CCTV systems like this before, and
the videos undoubtedly saved me hours of reading and research. Very
nicely done.

Despite the fact that the first DVR I got was defective, which was a
letdown to be sure, the experience was much better than I expected
when I received the replacement 2nd day air from Fed Ex. What a nice
surprise, as I got the system to work on by Christmas which was my
goal. You made an unfortunate situation the best it could be.

I will probably need more cameras, and possibly another DVR for other
properties, and I will certainly look to Security Camera King first to
meet my needs. I will recommend to all my friends and acquaintances
who are also looking to purchase security systems that they visit
securitycameraking.com-- the products are solid, and the support is
phenomenal.

Thanks again, Jesus..
Best regards,
Charley

PS feel free to cut and paste this into your testimonials at your
discretion should you feel it appropriate..

Any time Charles, for us is a pleasure to assist any of our customers, whenever you need support we will be here to help you.

Thank you

Regards,

Your Support Rep.