That depends on who you are. Our support model is based on who purchased the license from Unisight. If you are an end-user you will receive support from the integrator or distributor that you purchased your system from. If you are an integrator or distibuter that purchased the system from Unisight than you are eligible for free technical support from our staff.

Yes, this is done through the Unisight Remote Support application platform. When you run the application on your DVR Server it will display a connection number that you must relay to your Unisight Support Technician.
Note: due to commercial use restrictions, Unisight cannot utilize applications such as Team Viewer and Log Me In to remotely access your DVR Server.

The Client application now has the ability to display the original aspect ratio of the video feeds. This feature will not scale the video and will not produce any distortion effects. You can always choose to scale the video and stretch to fit by toggling the Client Setup -> Advanced -> Keep Image Aspect Ratio feature.

The DVR Server uses a custom engineered operating system. The system level components that are needed for printing can cause stability and security risks within the system and thus were removed in order to have a more reliable DVR Server. Please use the Client application on a Client PC for all your printing needs.

Start by verifying that the system is registered successfully. Now set the correct date and time on the system and start the Server application.

The Relay Address is the IP address of the PC that is running the Gateway.exe application and uses port 9003 and 554 by default. The Gateway is an application that is required by the mobile client to translate the data from the DVR Server into a mobile format. The Gateway.exe is found in the same folder as the Server.exe.

Port 80 is used for the Web Client and port 8000 is used for the Client Application.

Port 8003, port 9003, and port 554 are all required by the Gateway.exe application.

The PC speaker beeps because you do not have enoug free space on your HDD, simply free up HDD space and the speaker will stop beeping. Alternatively you can enter the Client Setup on the Record tab and change the Minimal Disk Space (not recommended) or set the Video File Path to a different logical partition.

Start by creating a backup copy of your REG folder and your Config Files folder and leave the old installation alone (always good to have a backup!). When installing the new version it is recommended to add the version number to the end of the installation directory. After installation copy the REG folder to the new installation and be sure to check the registration and ensure that it is registered successfully. Now simply go into Setup and configure the new version.
Note that you may copy the Config Files folder to the new version but due to different and new features between versions this usually causes more problems than the time it saves by using the old configuration.

The Sensitivity levels set how how much motion is needed to trigger a motion based event, such as Motion Recording. The lower the number the more sensitive the motion detection is. 1 is the most sensitive, 100 is the least sensitive. The standard practice here is to start with a low number, say 2. If the DVR Server records too often, raise the sensitivity level.

You have attempted to login and failed authentication 3+ times and the video feeds have been removed as an added layer of security until the correct username and password are typed in.
Ensure that Write Combining is enabled on your video card.

Select the Extra button. The version number is displayed in parenthesis on the title bar of the Extra Functions window. Note that on some versions the Extra button is a ? with a circle around it.

For the rackmount chassis the serial number is located just inside the front panel door on the bottom right and will start with TZH. Note that on older DVR Servers the serial number will be on the back next to the PSU.

When you insert a blank CD/RW into the CD/RW drive there is no partition table to read since the CD/RW has not been written to yet. Simply select the Save button. If there is not enough free space you will receive a notice window indacting more space is required.

Check the Label field and ensure that there are only letters and numbers - no special characters. Verify that the DVR Server application and the DVR Client application are the same version number.

You have special characters in the Label field during the backup process. Only letters and numbers are acceptable for the Label field.

The Web Client plugin for Internet Explorer is sometimes detected as a threat. Here is what is really happening: The Web Client plugin (TCVideo.exe) is an ActiveX control that installs locally on the Client PC and sends/receives data with a remote server (the DVR Server). This behavior is sometimes flagged as a threat in some anti-virus applications.

This is an issue with Microsoft's Internet Explorer 8 browser not correctly translating ActiveX controls and must be fixed by Microsoft. Downgrade to IE6/7.

The Enterprise platform offers a fully featured Advanced Unit time synchronization system that can grab the time from any external NTP Server and securely push it to the front end DVR Servers. For the Standard and Professional platforms you must configure each front end DVR to pull from an external NTP Server. If you are utilizing an embedded DVR you can synchronize the DVR Server time to the DVR Client time by using the Time Sync button on the Remote Control.

The Unisight Client utilizes an advanced method of bandwidth management. Please use the Remote button to add more recording days to grab from the DVR Server.

A Watchdog has two functions. First it acts as an RS-485 to RS-232 converter. The other function is a hardware based failsafe. The Watchdog receives a heartbeat signal from the DVR Server application every 30 seconds. If this heartbeat signal is not received (due to DVR Server application lockup, Windows lockup, or any system lockup) the Watchdog will restart the DVR Server, the DVR Server application will initialize and start recording again.

Refer to device manufacturer's documentation.

-Red - Signal Loss Detection/Missing Disk Group
-Blue - Continuous Recording
-Yellow - Motion Detection Recording
-Gray - Not Recording
-Green - Manual Recording
-Brown - Active Guard Schedule 

The serial number of the capture card or IP camare that Unisight registers is a unique identifier for each encoding device and can be different than the serial number provided by the encoding device's manufacturer. First the capture card or IP camera has to be connected with the Server software, then you can extract the serial number from the REG folder. Open the REG folder after you have run the Server.exe application at least once. In the REG folder you will find a _UNREGISTERED.txt file. This text file will display only the unregistered serial numbers. There will also be *.id file(s). The *.id file will list the serial number even if the capture card is registered.

Each channel that is detecting motion will automatically connect to the Client. To disable this feature go into the Client Setup and select the Advanced tab. Select the Global Alarm Actions button and highlight Motion. Uncheck the Connect Video check box.

The Unisight platform supports many different video encoding devices, each of these devices can use different methods of decoding the video for playback rendering. To be compatible with all these devices the Unisight Windows Media Player MPK Plugin contains all the necessary files for playback from each of the supported video processing devices.

There are many different places that may ask you for a username and/or password. Possible combinations are:
Administrator@unisight
Administrator@
Administrator@12345
User@unisight
User@
User@User
Supervisor@12345
Supervisor@
admin@admin
admin@
admin@12345
admin@888888

Yes, some special characters are not allowed in certain fields:
Channel name restricted characters: ,
Backup label field restricted characters: \ / : * ? " < > |
Installation directory restricted characters: \ / : * ? " < > |

The install options will correspond to the various components of the Unisight software suite. It is recommened to always install all components, this method of installation prevents a missing component situation when using features which use that component. For example if you didn't check the Device Option for ONVIF you would not be able to connect to ONVIF cameras and would have to re-install the Unisight software again in order to install that component.

A Public View corresponds to a grid square on the Public Monitor. Example: