1. Where do I place my cameras?
Strategically, you want to place your cameras in areas that will provide clear and detailed video of visitors: entrances, exits, cash registers, etc. Legally, you must avoid placing cameras in any location where people have a reasonable expectation of privacy, such as bathrooms, bedrooms, and dressing rooms. It is recommended that you consult a lawyer or law enforcement official to make sure your camera locations comply with state law because unauthorized hidden camera use in “private” places.
Once you have chosen strategic and legal places for your cameras, you need to take lighting conditions, environmental conditions, and distance to your viewing and recording device into consideration. Cameras should not be pointed directly at a light source or glass, or placed in a shaded area looking out at a well-lit area. For best results, place the camera in a well-lit area in the same light conditions as its focal target. Pay attention to how lighting conditions in your desired area change throughout the day. Don’t place cameras anywhere that rain and snow might hit the lens directly, and make sure all power connections are not exposed to moisture and shielded from other elements. Even weatherproof cameras should not be placed in areas where they will be exposed to the elements for long periods of time.
The farther away from the DVR the camera is, the better quality it needs to be. Make sure your cables are not too long for proper camera function. Cameras should be at least 15 feet away from other wireless devices using the same frequency (2.4GHz) to avoid interference (microwaves, wireless routers, and cordless phones are the main culprits here). If you’re using motion sense recording, you don’t want the camera pointed at a TV screen. Check the images as you set the cameras up to make sure you like the way they look.
2.What cameras are compatible with my DVRs system?
If you have a Q-See Lite to Q-See Elite System, then all cameras from Q-See Lite to Elite are also compatible.
If you have the Platinum System then you will need to see if you have HD-SDI System or IP/NVR System. If you have the HD-SDI System, then only Platinum SDI Cameras are compatible. This is the same for the Platinum NVR System, only it’s compatible with the Platinum IP Cameras.
3. How to I report and return missing, broken, or defective items?
In order to report a missing, broken or otherwise defective item, you’ll first need to create an account on our Support Portal. This free account will allow you to track the progress of your issue throughout the process.
4. What should I do if I experience video loss on my DVR?
If you have single camera with a power source setup (no splitter), first check if the camera’s channel is disabled in the DVR. If it’s not, try changing the camera to another channel. If the video does not come back up, check the outlet and surge protector to make sure they are working, make sure the connectors are not loose, and verify that there is no corrosion on the metal tip of the power connection between the camera. If each of those things is in working order, try connecting another camera’s power supply to the camera in question. If this fixes the problem, the power supply is the issue. If it doesn’t, connect a working camera to the power supply. If video comes back on, the camera is bad. If the camera and power supply are both working, replace the cables.
For a single camera with a splitter, follow the above steps. If you determine that the camera is still working, check the connections between the power-supply and the splitter. Finally, try plugging your camera into another one of the splitter’s power tips. For multiple cameras using a splitter, check the connections as before, then disconnect the power connector from the power supply splitter and connect a camera directly to the power supply to see if you get video. Finally, use a volt meter to make sure the power supply is getting the correct volts and amps.
5. I would like to reset my password on my DVR, how do I do this?
Because of the delicate nature of security systems, we do not publish password reset instructions publicly for your protection. However, we are happy to send you instructions privately via email. To request password reset instructions, navigate to our ask a question tab and select “Initial System Setup & Installation Only” and “No, None of the Above.” In the form that follows, include your information, choose the model number of your DVR in the product menu, and write “Password Reset” in the question box. You will receive an email with DVR reset instructions shortly.
6. How do I enable Active X?
Active X allows you to view your Q-See DVR online. To set up your Active X controls, open Internet Explorer and select “Internet Options” from the “Tools” menu. In the security tab, click on the “Trusted Sites” icon and push the “Sites” button that appears underneath. Uncheck the box that reads, “Require server verification (https:) for all sites in this zone.” Use the text box to add your DVR’s IP address to the list of trusted sites and close this box. When you are back in the main security tab, click the “Custom Level” button and use the tool box to reset the settings to “low.” Once you have reset the settings, click “OK” to close the “Custom Level” box, then click “Apply” and “OK” in the security tab to save these settings. Finally, close Internet Explorer.
7. How do I troubleshoot problems with the DVR power supply?
If you experience issues with the DVR power supply, simply follow the correct troubleshooting steps for your DVR’s symptoms.
If the DVR is displaying lines on-screen: First, connect another power supply to the unit. Make sure to use a power supply with the same volt/am rating, otherwise you may damage the DVR. If that does not fix the problem, perform a factory reset. Finally, use a volt meter to ensure the power supply is putting out the same amount of power indicated on the “output power sticker.” If none of these things reveal the problem, use our website to make an RMA request.
If the unit is beeping and all the lights are flashing: First, check the hard drive. Next, disconnect the power cable from the DVR, followed by the power and data cable from the hard drive. Plug the hard drive cables back in first, followed by the DVR power cable. Turn the DVR on. If it is still beeping, it is time to send us an RMA request.
If the DVR will not power up: Try connecting the power supply to another outlet with the same volt/amp rating, connecting the camera power supply to the unit, and using the volt meter to check if the power output is the same level indicated on the supply’s “output power” sticker. If none of this works, send us an RMA request through our website.
If the DVR won’t turn on following a power outage: Check the power outlet and surge protector first, testing with a volt meter to make sure they are producing the proper power output. Check if the DVR power switch is on. Disconnect the power cable from the DVR, followed by the power and data cable from the hard drive. Plug the hard drive cables back in first, followed by the DVR power cable. Turn the DVR on. If it still doesn’t turn on, or starts beeping when it turns on, report it in an RMA request.
If the DVR keeps rebooting itself: If it’s possible, the first thing you should try is upgrading the DVR’s firmware. Check the power outlet and surge protector, making sure that the power output is at the correct level with a volt meter. Check if the power switch is on, then check the hard drive. If everything seems like it’s working correctly, disconnect the DVR power cable first, then the power and data cables from the hard drive. Plug them back in the reverse order. Power on the DVR. If the problem isn’t fixed, go to our website and submit an RMA request.
If the DVR doesn’t detect the HDD anymore: Turn the DVR off before removing the cover and checking all HDD connections. If they are all normal, power off the HDD and unplug it. Boot up the DVR and do a factory reset. Power the DVR off, reconnect the HDD, and turn the DVR back on. If the DVR still does not detect the HDD, fill out an RMA form on our website. Specify that you have a defective hard drive.
If your cameras don’t work at night: Check the camera power supply voltage, and see what happens if you hook the camera up to a different cable connector. If this behaves normally, check all the cable connecters linking the cameras to the DVR. Check the voltage at the camera on any extended cables and double check that your cable length does not exceed the maximum allowed. Fill out an RMA form if this doesn’t resolve the issue.
If your LEDs don’t go on at night: Check the camera power supply voltage, and see what happens if you hook the camera up to a different cable connector. Check all cable connectors between the cameras and the DVR. Make sure that any extended cables still have the correct voltage at the camera. Check that your cable lengths are within the requirements for your system. If everything seems properly connected the problem isn’t resolved, fill out an RMA form on our website.
8. What is the Q-See warranty policy?
Our general warranty backs all Q-See products with a conditional 12-month warranty activated on the day of purchase. Within that warranty period, we will test and repair or replace all products you send to us for a warranty repair. If the exact same model is not available, you will receive a comparable product. Physical damage voids this 12-month warranty. Cracked or otherwise physically damaged LCD screens and any other damage resulting from products being dropped, hit, and mishandled voids the warranty. If you cut, splice, or disconnect cables in any fashion, the warranty is also voided. Be very careful when submitting your warranty repair request—make sure you create an RMA request for the exact product type you are submitting. Failure to do so will cause delays in the processing of your request.
9. What are TVL or TV lines?
TV lines are the number of horizontal lines that are in the image. The more lines that are in the image the better the quality of the image. A camera that has 520 TVL will have a clearer image then camera that has 420 TVL.
Q-See Offer TV Lines from 400 to 750TVL cameras. It all dependent on your needs for System and Setup.
10. Whch mobile apps are supported?
Most Q-See systems can be used in tandem with a variety of mobile apps for iPhone, iPad, Android phones and tablets, Windows Mobile and Windows phone, and Blackberry. The specific availability of a mobile app for your particular combination of mobile device and Q-See model varies. Consult this table to see if there is a mobile app for your Q-See system that is compatible with your device of choice.
11. What is CMS?
CMS stands for Central Management software. This allows you to view the contents of your DVR over the network and via the Internet. It also allows you to view cameras from different DVRs on the same screen, as long as all the DVRs have the same firmware. If you have multiple DVRs within the same system (i.e. QT, QC, QS), even if they are in different buildings and have different numbers of channels, you can use CMS to view up to 64 channels on the same TV screen or monitor.
12. How far can I extend the cameras from the DVR? What is the limit on the cable length?
The type of cable you use determines how far away from the DVR your cameras can be placed. The plug and play type cable that comes with the cameras can extend up to 180 feet. If your system includes a power splitter for the cameras, you need a separate power supply for any camera extended beyond 60 feet. You can order cable extension for both the plug and play and RG59 cable in the accessories section of our website. Additional power supplies can be purchased here.
13. The night vision on my camera is not working. What could be the problem?
It’s likely that the camera is not getting enough power. You can test the power supply or power splitter to see if it is getting enough by using a volt meter to check for proper voltage and amperage as outlined by the user manual specific to your camera. If you determine that your camera is not getting enough power, try attaching the power supply to a different surge protector or outlet. If this camera is using a splitter to share a power supply with other cameras, make sure that the cable connecting it is not longer than 60 feet. If the camera is located more than 60 feet away from the splitter, it needs its own power supply. You can add or replace power supplies by order them from our website. If your test reveals that your camera is in fact getting enough power, you should request an RMA from our website.
14. How long will my DVR record for?
The DVR’s recording capacity is determined by hard drive space. The hard drive space will fill up faster if you are using more cameras, a higher resolution, and a higher a quality setting. Using a set recording schedule vs. motion detection recording also has an effect. Assuming you are recording 24 hours a day on all cameras, this chart will tell you how many days worth of footage your DVR will hold. Just look for the appropriate line and column for your current settings. For example, a 4-channel DVR with a 320GB hard drive recording in CIF resolution at 30 frames per second at normal quality can hold 17.5 days worth of footage.
15. What is the difference between DHCP, Static, PPPoE, and DDNS?
DCHP, Static, PPPoE, and DDNS are ways of determining the IP address through which your DVR can be accessed. Not all models support all four methods, so check the owner’s manual for your particular Q-See system.
DCHP: DCHP is typically the default setting, which lets the router assign an IP address to the DVR. If your model supports this option, the network setup of the DVR menu will contain a DCHP option. Once the router has assign an IP address to the DVR, it’s a good idea to store it as a static address so you don’t have to worry about the router changing it later. To do this, go back to the network setup section of the DVR menu, enter the assigned IP address, gateway, and subnet as a static address.
Static IP: Static IP requires you to set the DVR’s network setting up to match the router it’s attached to. To find out what those router settings are, hook a computer up to the same router—go the run menu and type “cmd”. Hitting enter brings up a command prompt. Type “ipconfig” into this new box to bring up the router settings. Copy the gateway and subnet mask numbers from these settings. Write down the first three sets of numbers in the IP address, and select a fourth set of numbers that is different from all other devices connected to this router. If the fourth set of numbers on your computer’s address was only one or two digits long, you should be safe with any three digit number. If it was a number in the 100s, pick a number in the 200s. Once you have picked an IP address, go into your DVR’s network setup section and enter the gateway, subnet, and IP numbers.
PPPOE: PPPOE is required if you are attaching the DVR directly to a DSL modem instead of a router. In the DVR’s network options menu, select PPOE. Contact your Internet service provider for the usr name and password you need to enter. Note that this is not supported by all DVR models.
DDNS: Dynamic IP addresses are also an option with your DVR. Dynamic IPs change from time to time, at a frequency dependent on the service provider. When your DVR’s IP address changes, go to www.myipaddress.comfrom a computer attached to the same router to find the new address. If this is too complicated, you can request a static IP address from your service provider. Alternatively, use a dynamic domain name service to get a domain name that can be linked to your dynamic IP address using our free myq-see service.
Setting up an account on myq-see.com and downloading the software program links your dynamic domain name to your current IP address. Once you’ve set it up, leave this computer on all the time, attached to the same router as the DVR. On our newer DVR models, the software is installed in the DVR so you don’t have to use a computer. Just select DDNS in the network setup menu, then choose myq-see from the dropdown and input the address you set up on the website, as well as your user name and password.