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Answered: What does motion detected by (null) mean?

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Dear Aalencia,

For further troubleshooting of the issue the ticket #2018090310302484 has been created in our system. We sent you an email to the email address of your account. Please be so kind to do correspondence within this ticket.

Answered: can't install Server on Ubuntu 18.04

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Dear Sir/Madam!

We have created a new ticket# 2018090310302551 within our system according to your request. Our specialists have already sent you all the required data upon the issue to the e-mail address of your Ivideon account, please check your mailbox for new messages from Ivideon.

Should you have any other questions, we'll be glad to help you at any time!

Answered: If I subscribe, will every event be captured or will there still be a delay between events?

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Dear Aalencia,

"Online" plan presupposes cloud recording of only 10-seconds long event video clips. If you apply a paid cloud plan to your camera, all motions will be recorded to the cloud as long as they are detected (for example, on "Cloud 1", "Cloud 10", "Cloud 30" pricing plans).

From our side we should admit, that we have the following algorythm for event-clips creation and push-notifications within our service:  a new event-clip is recorded only if no less than 5 minutes passed since the moment of the last event. If another event happens right after the previous one, it is not recorded and a new notification will not be sent - the system will recognize both events as one whole event. More than 5 minutes must pass so that the system could distinguish between them and notify you about the changes.

This algorithm was made this way on purpose. If the notifications were received when every single motion is detected, it would be too often.

Please note, that the camera will be recording full-length archive as long as it detects motion, not just 10- seconds long clips.

Also, could you please specify, what do you mean by "a 30 second delay"? Do we understand you correctly that you mean that as soon as a motion is detected a notification is sent 30 seconds after?

We'll be waiting for your reply!

Answered: Cannot login to ivideon client "no cloud connection"

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Hello!

Could you please specify your Ivideon Client's current version? Do you get this error message while connected to your home network or the issue emerges on different PCs and different networks? Did you try to sign in to your account from the same network (via Ivideon.com website or mobile application) or from another network?

In this situation please make sure, that you are using the latest version of our desktop application (currently 6.6.1 version should be available for download from our Ivideon.com website), please try to disable firewall or antivirus software on your PC (for test purposes only).

Please inform us upon the results. If the issue still persists, please specify this within your reply!

Answered: Can not connect my camera to Ivideon

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Hi,

As we can see, the camera is now linked to your account, it is now online and should be working properly. Please specify, do you experience any troubles with it?


Please let us know about the outcome.

My server shows started offline

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changed dns1&2 for 8.8.8.8 & 8.8.4.4 firewalls off. What else
windows 7 32bits
camera wanscam well showing with Ivideon server setup
I use google chrome Version 69.0.3497.100 (Build officiel) (32 bits)

I’ve connected camera all works well, but I don’t have sound?

I paid the fee and the camera is not backing up. Still shows no recordings.


I am not seeing any cameras on the website or via the Android app.

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The server is running fine with 9 cameras added.
Using the client application on two different local workstations works fine and without issue.

When I log into the website, under My Cameras there is nothing listed. Verified the server shows the correct account.

Thank you,
Chuck

Privacy statement regarding cloud stored video

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What are/is the privacy statement regarding cloud based stored video?  I can find no link on the website for your privacy policies (if any)!  How long are records stored if they are stored, etc.

High resolution cameras have glitches in the video is there a way to fix this?

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I have 4K Resolution cameras that are 8MP and if it seems that they glitch alot and freeze. i have a very fast network connection.

Answered: Please open API

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Thank you for your interest in Ivideon. We can forward your wish to the corresponding department, and this option may be realized in further service updates. However, our service provides an API, but it has not public access. In case you want to test it out, you can send us an e-mail at support@ivideon.com and indicate your personal puprose of API usage.

Answered: I’ve connected camera all works well, but I don’t have sound?

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Dear user,

To enable sound recording for your camera, this function should be turned on in it's settings in Ivideon Server application. To check this out, please, open the application, stop it if it's running, choose the necessary camera (right-click on it), go to it's settings - "General" menu - "Use audio source" - check if it's enabled - try different sourced out of suggested by the app. Save settings, start server and check, if the sound is recorded.

Please let us know the results!

Answered: My server shows started offline

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Dear User,

If you have any internal restrictions within your local network (maybe proxy settings), it may influence Server's work and cause data transmission issues. Please stop the server, open "Settings" tab, within "Adanved" option check, whether "HTTP Proxy" feature is checked or not (if you don't use any specific network settings, please disable this feature). Also please disable "Enable encryption" option.

Please also check whether our servers are available from your network or not, you can do this with "-ping" command from Windows terminal (cmd).
For proper work of Ivideon Server the following addresses should be available from your network:

1). proxy.ivideon.com
2). ivideon.com
3). api.ivideon.com
4). extcam.com
5). iv-cdn.com

Please let us know the results!

Answered: I paid the fee and the camera is not backing up. Still shows no recordings.

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Dear user,

Please specify the name of the subscription plan you've chosen for your camera.

If it's the Online Pro plan, please note that it doesn't allow to get full-length recordings, only short Event-clips will be recorded upon motion and sound detection, they are not available from cam's timeline - only in the "Events" tab. In case you want to get full-length recordings, it's better to activate one of our cloud plans (for example Cloud 10 Pro or other Cloud Pro plans).

Should you wish to deactivate the current plan and change it, or in case we misunderstood the issue, please contact us at support@ivideon.com with more details.

Looking forward to your reply!

Answered: I am not seeing any cameras on the website or via the Android app.

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Dear User! For troubleshooting we created a Ticket#2018092610307838 and sent all the necessary information to your e-mail. We kindly ask you to keep further correspondence inside this ticket.

Answered: Privacy statement regarding cloud stored video

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Dear User,

Here is a link to our privacy policy - https://www.ivideon.com/privacy/. The time the cloud archive is stored on our servers differs on which pricing plan you are using for the camera - you can get to know the differences in the descriptions of our pricing plans For Home here - https://www.ivideon.com/plans-for-home/ and For Business here - https://www.ivideon.com/plans-for-business/.

Should you have any further questions about our service, please do not hesitate to contact us back.

Answered: High resolution cameras have glitches in the video is there a way to fix this?

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Dear User,

Please take our apologies for the delayed reply.

What is the exact upload speed of the Internet connection in the cameras' network? You can test it e.g. at speedtest.net.

We also recommend to lower the resolution and bitrate settings and test whether the situation changes.

Looking forward to your reply.

Когда будет Ivideon Server для Android?

Answered: Когда будет Ivideon Server для Android?

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Здравствуйте!

На данный момент приложение Ivideon Server для платформ для Android не поддерживается, данных по срокам реализации на данной платформе, мы, к сожалению, тоже не имеем. Ваше пожелание по реализации данной функции также было передано как пожелание.

Использование камеры мобильного устройства в качестве IP-камеры сейчас возможно при помощи приложения IP Webcam для ОС Android. Подробнее о работе приложения можете ознакомиться у нас на сайте, в разделе Центр помощи: https://ru.ivideon.com/help/vozmozhnosti-i-funkczii/vozmozhno-li-ispolzovanie-kameryi-mobilnogo-ustrojstva/

Если у Вас есть вопрос по приложению IP Webcam (возникают какие-либо трудности или вопросы по использованию), Вы можете написать нам в службу техподдержки - support@ivideon.ru, мы постараемся подробнее изучить Вашу проблему и помочь решить все возникающие сложности.
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