Q2: What can I do if I forget the password of the camera?
There is a button in a hole on the case of the camera (varies from model to model) that is used to reset the system or restore the factory default settings. Sometimes resetting the system sets the system back to normal state. If the system problems remain after reset, please restore the factory settings and install again. Different model have different ways to restore default settings because the LED is different.
Steps:
1. Find a probe (like a paper clip) to click the reset button inside the reset hole.
2. Hold the button down for a few seconds.
3. While you"re holding down the button, the LED will go to POST (power on self test). Wait for the self-diagnostic to run twice.
4. You can release the reset button and set up the camera by using the Installation Wizard again.

Q3: The browser can not display normally after inputting IP address of IP monitor device.
Reason: Forget to input port of this IP monitor device.
Solution: The factory default IP address of HeeToo products is 192.168.1.238 and the port is 9888.　This port avoids most antivirus software and firewall and make user to get more clear and smooth image. Therefore, user must input port while inputting IP address of IP monitor device. Please input the correct IP address and port in the browser address field in the following format:　http://IP address: port/ . For example, http://192.168.1.238:9888/.

Video & Audio
Q1: Can I view live and recorded video locally?
Yes.

Q2: Can I view live and recorded video remotely?
Yes, most of our network cameras are Internet enabled. You can view live and recorded video from anywhere through the Internet.

Q3: How to use IP camera to realize video transmission service on public network (Internet)?
You should know your network access mode firstly.
If the public network owns the static IP address, you should set the IP address, subnet mask and gateway of IP camera as the static address provided by ISP directly so that you can browse normally. In addition, the most widely-applied network access, respectively are ADSL and district broad band, both require the authentication process. The authentication can be finished through some intelligent equipment, such as PC or small-sized router.
If located in LAN, an IP address of the public network will be set, so that the external network can not see the inside of LAN. In this case, some settings shall be done on the connected IP camera.

Q4: Video refreshes very slowly (drop out) when I select video all.
The server saves some chips for cost issue and that makes quad screen have to compose the frame by switching each channel to wait for video synchronization

Q5: The people in front of the camera cannot hear my voice when I use two-way audio. Why?
Before using two-way audio, make sure your camera has connected with the speakers and the microphone. After that, go to the Client settings page to see which talk button control style you chose. Toggle or Push?
If you chose Toggle, this means you must click once before talking. Clicking again will disable voice input. Push means push to talk. When you want to talk, you have to hold down the button. If you release the button, the function will disable.

Q6: Why can"t I hear the audio from the camera?
Check the following items first.
Make sure you didn"t check the "Mute" item on the Audio page or the Network page.
Make sure you forward the Audio control port number, such as 5002 on your router, if you are accessing the camera via Internet.
Check your Client settings page of the camera; make sure you didn"t disable Audio.

Networking & Connection
Q1: What is the difference between UDP protocol, TCP protocol, and HTTP protocol?
The stability is HTTP >= TCP > UDP and the requirement of network bandwidth is HTTP >= TCP > UDP. You can depend on your network environment to choose UDP, TCP or HTTP.
And we design a "protocol rolling" function to change your protocol automatically from UDP to TCP or from TCP to HTTP in case your network bandwidth is not stable.
Besides, if you do not forward the TCP/UDP port on your router for the camera, the protocol will be changed to HTTP protocol automatically when you access the camera via Internet from outside.

Q2: What is the default IP address of our products?
The default IP address for all of our products is 192.168.1.238.

Q3: How to use PPPoE? I can not get IP address of my camera after I used the PPPoE . Why?
The following steps are the correct procedures.
Set up your camera in the LAN or connect to your PC by a cross-over line
Configure the valid settings of the SMTP server or FTP server on Email and FTP page.
Configure the valid settings (user name) of PPPoE connection on network page.
Click save , the camera will connect to internet via PPPoE after it booted.
The Email or FTP will receive a system log file contains the IP address of the camera.
Check the system log and find the IP address of this camera.
You can connect to the camera with the IP address.

Q4: Why I fail to access the IP camera through the browser？
There are several possible cause as follows:
Possible Cause: The network is disconnected?
Solution: Connect PC into the network to test whether the network access can work normally. Firstly clear thecable fault and the network fault caused by PC virus till Ping the network between PCs successfully.
Possible Cause: IP address is occupied by other equipment.
Solution: Disconnect the IP camera and network, and then connect the IP camera to the PC solely. Reset the IP address according to appropriate recommended operations.
Possible Cause: IP address is located in different subnets.
Solution: Check the settings of the IP address of IP camera, the subnet mask address and gateway.
Possible Cause: Unknown.
Solution: Restore to the factory-set default state by pressing the restore button behind the IP camera.

Q5: Why the IE browse cannot connect to the server after successfully installing?
Reason: The Plug-in is not correctly installed. Solution : Please lower the security level of IE link the following picture marked.
Reason: The HTTP Port is not assigned in URL. Solution : Type " http://assigned:HTTP Port " , such as http://192.168.0.100:8080 in URL.
Reason: Forgot the HTTP port. Solution : Download the config.ini file from FTP like following steps: Please note that 192.168.0.203 is an example. 　

Q6: When I connect Video Server or Network Camera for a while, an exception fault happens and forces me to close IE ?
It is dependent on browser version, Windows version, and service pack ..etc. If you face such problem, please collect these information then send it to technical@vivotek.com.

Q7: When I connect Video Server or Network Camera for a while, an exception fault happens and forces me to close IE ?
It is dependent on browser version, Windows version, and service pack ..etc. If you face such problem, please collect these information then send it to technical@vivotek.com.

Q8: It shows HTTP 400 error when I connect the camera by IE, how can I do?
Please remove "Silverlight" program and try again.

Installation
Q1: Can I mount the camera on the ceiling or outdoors? Can I use an enclosure with wireless model?
Yes, the cameras can be mounted on the ceiling by using our enclosure. If you want to use an enclosure with a wireless model, you have to take off Wireless LAN antenna first and extend the antenna with a cable.

Q2: What can I do if I forget the password of the camera?
There is a button in a hole on the case of the camera (varies from model to model) that is used to reset the system or restore the factory default settings. If you forget the password of the camera, please restore default setting.
Steps:
Find a probe (like a paper clip) to click the reset button inside the reset hole.
Hold the button down for a few seconds.
While you"re holding down the button, the LED will go to POST (power on self test). Wait for the self-diagnostic to run twice.
You can release the reset button and set up the camera by using the Installation Wizard again

Q3: I cannot install the Video Server or Network Camera.
Reason: The power is not plugged. Solution : Please check the power is plugged correctly.
Reason: The network does not work. Solution : Open a DOS prompt and type "PING" 127.0.0.1" to see if any response is back. If not, his or her network has problem.
Reason: The IP is invalid. Solution : Open a DOS prompt and type "PING Assigned IP Address " to see if any response is back. If yes, please

Q4: I cannot find Video Server or Network Camera after rebooting.
Reason: The assigned IP is not fixed. Solution :
Launch the IP Installer or installation wizard again
Check the "Use this IP whenever system boots" option. Use can type "PING" command to awaken IP.
Reason: Enable the "Reset network at next boot" option in network page of configuration. Solution : Uncheck this option before reboot.
Reason: User forgot the IP Address. Solution : Execute the factory setting. Please refer to the user manual to review the detail information.

Q5: I cannot use IP Installer to find the Video Server or Network Camera.
Reason: The power is not plugged.
Solution: Please check the power is plugged correctly.
Reason: Does not select the unit you want to install.
Solution: Select the MAC address of the product in IP Installer like following.
Reason: The Network does not work
Solution: Open a DOS prompt and type "PING" 127.0.0.1" to see if any response is back. If not, the network has problem.
Reason: The IP is invalid.
Solution: Open a DOS prompt and type "PING Assigned IP Address " to see if any response is back. If yes, please switch other IP instead.
Reason: Multiple networks with the same address installed in users" PC or notebook.
Solution: Open a DOS prompt to run IPCONFIG to list all network interface and see if any conflict among those network interfaces. In such case, change the sub-network/IP address of unused network or just remove it.

Security
Q1: I forgot the password of my video server/network camera, what should I do?
We are sorry you might need to reset the device to make it back to its default settings. You can achieve that purpose by using a probe to click the reset button inside the reset hole for a while. Once the LED shows POST after two iterations, you can release the reset button and using the default password to login again.

Q2: Can I limit users the time of viewing video?
No, you can"t do that. HeeToo cameras do not support this function currently.

Q3: why does the camera ask me the user name and password after I have restored default settings or reset the camera?
All of our products have a default password. The user name is admin, and the default root password is admin123. Try to use the MAC address to log in to the camera. Notice the capital letter. You need to use default password when you access the following models for the first time.

Video Server
Q1: Image is black when scroll expends completely.
Reason: Browser is not loaded completely because of network problem.
Solution: Refresh browser several times.

Q2: I can only see the scroll or (and) image but not the crystal controller in the right side.
Reason: Browser is not loaded completely because of network problem.
Solution: Refresh browser several times.

Q3: I can see the crystal controller in the right side but not the scroll and image.
Reason: Browser is not loaded completely because of network problem.
Solution: Refresh browser several times.

Q4: The browser can not display normally after inputting IP address of IP monitor device.
Reason: Forget to input port of this IP monitor device.
Solution: The factory default IP address of HeeToo products is 192.168.1.238 and the port is 9888.　This port avoids most antivirus software and firewall and make user to get more clear and smooth image. Therefore, user must input port while inputting IP address of IP monitor device. Please input the correct IP address and port in the browser address field in the following format: http://IP address: port/ . For example, http://192.168.1.238:9888/.

Q5: When the browser displays the picture, click [Full Screen], the picture is in full screen. But when you click twice, the picture can not return to the original size.
Reason: The ActiveX component is not activated and used when user open the browser.
Solution: Click the image area to activate the ActiveX component when the image displays,