Support
Support
Support is by email, answered by the people who build the software. Replies come within one business day, New Zealand time.
Product help
Installation, cameras, recording, alarms, licences and machine moves.
What to include
- The version, from the installer file name or the operating system's list of installed apps.
- The site name and machine ID, from Configure > Licence, for anything about a licence.
- What happened and what you expected, with the time it happened.
- System details: in Configure > Advanced, select Copy and paste the result into the email.
Do not send camera passwords, account passwords or footage. Support never asks for them.
Common questions
The trial has ended before the licence arrived.
Recording continues. The licence applies in place as soon as it is pasted or installed.
The server is being replaced.
Email the old and new machine IDs with the order number. The licence is moved to the new machine.
A camera is not found by discovery.
Add it by its address in Configure > Cameras. Some cameras ship with ONVIF turned off; turn it on in the camera's own settings page or app.
A security problem in the software.
Report it as described on the security page, not through general support.