Frequently Asked Questions
| Q. | What is an Update? |
| A. | An update refers to the process of changing the Revision Number of your software. i.e. If you are using 1 port Version 2.0.17.0. An update would bring you up to 1 port Version 2.0.20.0. |
| Back to Top | |
| Q. | How do I Update? |
| A. | From the Capture-Cam application, Click on the “File” menu, then click on the “Update” menu item. The Capture-Cam application will automatically contact the server and check for the latest version the application will then restart. |
| Back to Top | |
| Q. | I do not have Internet Access. How do I Update? |
| A. | Contact Capture-Cam Technical Support at support@capture-cam.com |
| Back to Top | |
| Q. | What is an Upgrade? |
| A. | An Upgrade refers to the process of changing the Version of the Product. i.e. If you have 1 port Version 2.0.20.0 and you want 2 port Version 2.0.20.0 you would be Upgrading. |
| Back to Top | |
| Q. | How do I Upgrade? |
| A. | At this time please email Capture-Cam support@capture-cam.com and request an upgrade. |
| Back to Top | |
| Q. | Am I eligible for support? |
| A. | Yes. Please read thoroughly through the FAQ's before contacting support if you still require help please send an email to support@capture-cam.com. No phone support is available at this time. |
| Back to Top | |
| Q. | How do I get an activation code? |
| A. | Once you have Installed and registered the software you will receive an email containing your activation code keep this email as it will save you having to reregister should you even reinstall Capture-Cam. |
| Back to Top | |
| Q. | How do I get a new serial number? |
| A. | At registration you should have received an email containing your serial number and activation number. If you cannot find your serial number please contact support@capture-cam.com |
| Back to Top | |
| Q. | How do I add a Local Camera? |
| A. | 1. Ensure the camera correctly installed
2. Single left click on the “Settings” menu. 3. Single left click on the “Configure Cameras” menu item. 4. Single left click on Camera you wish to add in the “Devices” list. 5. Single left click on the “Enable” tick box under the “Device” heading. 6. Single left click on the “OK” button. 7. Single left click on the “Camera” menu. 8. Single left click on the “Open Camera” menu item. a. Or hold down “CTRL” and hit the “N” key. b. Or Single left click on the “New” button (Looks like a Camera). 8. Choose the Camera you wish to open from the list. 9. Single left click on the “OK” button. |
| Back to Top | |
| Q. | How do I add a Remote Camera? |
| A. | 1. Single left click
on the “Settings” menu. 2. Single left click on the “Configure Cameras” menu item. 3. Single left click on the “Remote” tab. 4. Enter a Camera name in the “Name” field under the “Device” heading. 5. Enter the IP Address of the Remote Camera in the “Remote IP” field. 6. Enter the Port number of the Remote Camera in the “Remote Port” field. 7. Enter and Confirm the Password of the Remote Camera in the “Password”/”Confirm Password” fields. a. We recommend the use of a password on all remote cameras. 8. Single left click on the “Enable” tick box under the “Device” heading. 9. Single left click on the “Add” button. 10. Single left click on the “OK” button. 11. Single left click on the “Camera” menu. 12. Single left click on the “Open Camera” menu item. a. Or hold down “CTRL” and hit the “N” key. b. Or Single left click on the “New” button (Looks like a Camera). 13. Choose the Camera you wish to open from the list. 14. Single left click on the “OK” button. a. NB. Remote Cameras will take around five seconds to initialise. |
| Back to Top | |
| Q. | How do I find my IP address? |
| A. | 1. Single left click
on the “Start” button. 2. Single left click on the “Run” menu item. 3. Type in the following depending on your operating system. a. Windows 98 and ME, Type in “command” and hit the “Enter” key. b. Windows 2000 and XP, Type in “cmd” and hit the “Enter” key. 4. Type in “ipconfig” and hit the “Enter” key. 5. Your IP Address will now be displayed. 6. Type in “exit” and hit the “Enter” key to close this window. OR Check Capture-Cam System Info dialog in the About Capture-Cam Dialog. |
| Back to Top | |
| Q. | What version of Windows am I using? |
| A. | 1. Single left click on
the “Start” button. 2. Single left click on the “Run” menu item. 3. Type in “winver” and hit the “Enter” key. 4. This will now display the version of Windows you are using. |
| Back to Top | |
| Q. | How do I password protect my Cameras? |
| A. | 1. Single left click on
the “Settings” menu. 2. Single left click on the “Configure Cameras” menu item. 3. Single left click on Camera you wish to protect in the “Devices” list. 4. Enter and Confirm the Password of the Remote Camera in the “Password”/”Confirm Password” fields. a. NB. Passwords are only used on when connecting to Remote Cameras. |
| Back to Top | |
| Q. | How do I start my Product when Windows starts up? |
| A. | 1. Single click on the
“File” menu. 2. Single click on the “Application Settings” menu item. 3. Tick the “Start when Windows Starts” tick box. 4. Single Click on the “OK” button. |
| Back to Top | |
| Q. | How do I get Cameras to start automatically (Open/Monitor/Record)? |
| A. | 1. Single left click on
the “Settings” menu. 2. Single left click on the “Configure Cameras” menu item. 3. Single left click on Camera you wish to start automatically in the “Devices” list. 4. Tick the “Enable” under the “Autostart” heading. 5. Depress the “Display”, “Monitor” and/or “Record” buttons as required. 6. Single Click on the “OK” button. |
| Back to Top | |
| Q. | How do I Configure Scheduling? |
| A. | 1. Click on the “View”
menu. 2. Click on the “Schedule” menu item. 3. Choose a Camera, by left clicking its name in the Devices panel. 4. Tick the “Video” tick box. 5. Choose the action, either Monitoring or Recording, by left clicking on the Action button. 6. Select the Start and End time of the Action. 7. Choose either a Recurring period or a Date Range, by left clicking on the tab under Schedule. a. NB. Recurring periods of operation are set for a time interval on a certain day of the week; you can add more than one period. Date range periods are set for continuous operation between one date and time and another. 8. Single left click on the “OK” button. |
| Back to Top | |
| Q. | What is File Fragmentation? |
| A. | Setting File Size Fragmentation places a limit on the file size of a recording before it separates the recording over multiple files. For example if you set fragmentation at 50Mb and the recording is 100Mb it will be divided into 2 seperate recordings/ |
| Back to Top | |
| Q. | What is File Recycling? |
| A. | File Recycling set the maximum space that can be used for your recordings. Once that size is reached, your older recordings will be deleted. |
| Back to Top | |
| Q. | What is the “Background Operation” function? |
| A. | Enabling the “Background Operation” function allows our program to minimise to the system tray and run without staying open. |
| Back to Top | |
| Q. | Should I use Compression? |
| A. | Setting compression reduces the size of Video Files but also reduces the Quality of the Image. You should make this decision based on the speed of your Internet connection. |
| Back to Top | |
| Q. | Why are there Red and Yellow Zones in the Motion Detection Settings Screen? |
| A. | Red and Yellow Zones allow you to have two different sensitivity settings for customised alert management. |
| Back to Top | |
| Q. | What does the Yellow Hazard symbol mean? |
| A. | When you are setting the Alert Sensitivity you can use the “Hazard” symbol as a guide. If the symbol is greyed out then motion is not detected. If the symbol is not greyed out then motion has been detected. |
| Back to Top | |
| Q. | How do I set up Motion Detection? |
| A. | 1. Enable advanced settings by clicking on
"Settings" then "Advanced Settings" 2. Single left click on the “Motion” button. 3. Select the desired sensitivity level. 4. Single left click on the “OK” button. a. NB. Sensitivity Settings will vary depending on Camera models and ambient lighting. |
| Back to Top | |
| Q. | How do I adjust Brightness/Contrast or Colour? |
| A. | Generally you can do configure your Brightness/Contrast or Colour using the “Video Settings” menu item under the “Settings” menu. These options may vary depending on the Camera Device you are using. |
| Back to Top | |
| Q. | How do I change the Camera Resolution and Image format? |
| A. | Generally you can configure Camera Resolution and Image format from the “Stream Format” menu item under the “Settings” menu. These options may vary depending on the Camera Device you are using. |
| Back to Top | |
| Q. | How do I configure Instant Alerts? |
| A. | Click on the "Alert Wizard" this will run the set-up wizard for the various alert features including SMS and E-mail alert features. |
| Back to Top | |
| Q. | Why is my Guard Alert greyed out on the Instant Alert page? |
| A. | Guard Alert is a function that will be made active in future releases. |
| Back to Top | |
| Q. | How do I record a Phone Message? |
| A. | 1. Single left click
on the “Settings” menu. 2. Single left click on the “Instant Alerts” menu item. 3. Single left click on the “Record Phone Message” button. 4. This will open Windows Recorder. 5. Record your message and save it. 6. Single left click on the 3 dots (…) to the right of the “Phone Message File” name. 7. Browse to the location where you saved the message and select “OK”. 8. Single left click on the “OK” button. |
| Back to Top | |
| Q. | How do I view session/capture logs? |
| A. | 1. Single left click on
the “View” menu. 2. Single left click on Log menu item you wish to open. 3. Single left click on the “OK” button to close the window. |
| Back to Top | |
| Q. | How do I open my Recordings? |
| A. | 1. Single left click on
the “View” menu. 2. Single left click on “Video Playback” menu item. 3. Choose the file you wish to review and double left click on it. 4. This will open Windows Media Player to play on the video. 5. When you have finished, close Media Player and single left click on the “OK” button. |
| Back to Top | |
| Q. | How do I Delete my old Recordings? |
| A. | 1. Single left click on
the “View” menu. 2. Single left click on “Video Playback” menu item. 3. Single left click on the file you wish to delete. 4. Single left click on the “Delete” button. 5. Single left click on the “OK” button to close the window. |
| Back to Top | |
| Q. | How do I configure my Firewall to work with Capture-Cam products? |
| A. | You will need to set Capture-Cam as an allowed application in your Firewall settings |
| Back to Top | |
| Q. | I'm receiving a lot of false alerts from my software, how can I prevent this? |
| A. |
To help reduce false alerts try the
following tips for optimizing the sensitivity and image zoning of
your cameras: |
| Back to Top | |
| Q. | Can I mix PAL or NTSC cameras on the same capture card? |
| A. |
You may only use different frequency cameras
on different cards. All 4 |
| Back to Top | |
| Q. | How do I upgrade to have more cameras |
| A. |
Contact Capture-Cam for pricing information to Upgrade your license to support more cameras : support@Capture-Cam.com. |
| Back to Top | |
| Q. | What is the Driver Installation Procedure/Windows Crashes When I try to activate my cameras |
| A. |
Try reinstalling your hardware drivers. The normal installation process should be:
If you install in the wrong order you may experience this problem. |
| Back to Top | |
| Q. | Why am I receiving the following error messages in the Error Log file?- "Failed to create a record file. Start()" - "Failed to CreateNewStream( ) file." - "Failed to CloseCurrentStream to file." |
| A. |
These error messages are indicative of a
corruption in your Windows installation - you will most likely need
to perform a clean reinstall of Windows. |
| Back to Top | |
| Q. | Where can I find the Video Capture Driver Files (e.g. BT848_0.sys or BT848_1.sys or BT878.inf )? |
| A. |
Video Capture Card Driver Files are
typically located in the Capture Card installation CD (e.g.
unzipping the bt878_2p.EXE or bt878_4p.EXE files from the
installation CD), |
| Back to Top | |
| Q. | Why does my SMS Alert fail? |
| A. |
Your SMS Alert will not send unless the following areas being taken care of:
|
| Back to Top | |
| Q. | What is the meaning of the Error message “The Serial No: you have provided has already been registered with Capture-Cam”? |
| A. |
Your email address is linked to your serial number at the time of the initial registration of the Capture-Cam software anyone who attempts to register the same serial number under a different email address will return the above error message. If at your initial registration it returns the above error message you will need to contact Capture-Cam support center. Note! You will be asked to provide a proof of purchase and or return the product back to the place of purchase for replacement. |
| Back to Top | |
| Q. | What is the meaning of the Error message “CPU ID No: and Serial No: you have provided has already been registered with Capture-Cam? |
| A. | You cannot register the same Serial No: and CPU ID No: twice. If you have lost your activation code you need to contact Capture-Cam support center where you will need to supply the Serial and CPU ID No: and for the cost of a support fee we will retrieve your activation code. |
| Back to Top | |
| Q. | What is the meaning of the error message “Invalid activation code”? |
| A. |
You need to check that you have entered in the registration form the correct Serial and CPU ID No: and that the CPU ID No: corresponds with the computer’s Capture-Cam CPU ID No: that you are trying to register. |
| Back to Top | |
| Q. | Why does my camera synchronize and close while attempting to open another? |
| A. |
Incorrect capture card drivers have been installed (see link on instructions on “how install capture card drivers). |
| Back to Top | |
| Q. | How are Activation Codes generated? |
| A. |
Activation codes are generated from the combination of the Serial No: and the Capture-Cam CPU ID / Windows Product ID No. |
| Back to Top | |
| Q. | How does Reformatting the HDD and upgrading the Operating System affect my Capture-Cam Application? |
| A. |
Performing the above procedures causes windows to change the CPU ID No: which renders the previous activation code invalid all you need to do is reregister the software to receive a new activation code. |
| Back to Top | |
| Q. | What do I do when I have reached the maximum amount of times that I can register my Capture-Cam Software? |
| A. |
Contact Capture-Cam Support Center and apply for a database Serial number reset at which you will be charged a support fee. |
| Back to Top | |
| Q. | Why does Capture-Cam charge for Support? |
| A. |
Due to it’s low prices Capture-Cam have removed the cost of support from it’s prices User pays applies to all support inquires that are related to setup or usage of the Capture-Cam products but not the installation of the CD as of 30 day from purchase date as per the terms and conditions of the Capture-Cam end user license agreement (EULA) |
| Back to Top | |
| Q. | Why is it important to always perform a live Update? |
| A. |
To receive the latest version and any added features, Capture-Cam have added Live Update as a wonderful feature that adds powerful value to your product. |
| Back to Top | |
| Q. | Why does the Server Capture-Cam Application don't work/or connect with the Client Application? |
| A. |
Always make sure your Server and Client Capture-Cam Application have the same software version. |
| Back to Top | |
| Q. | Where can I get more information Installing Capture-Cam Video Capture Cards? |
| A. |
|
| Back to Top | |
| Q. | What is the minimum system specifications to use a Capture-Cam Application? |
| A. |
NOTE: Each Video Capture Card needs extra memory Ram. |
| Back to Top | |
| Q. | Why does Video moves up and down a pixel? |
A. |
Your Video window will move up and down if:
|
| Back to Top | |