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1 Customer FAQ Index: I m not receiving alerts from my DVR. I can t login to the DVR throughh Chrome or Firefox. The cables included in the kit are not long enough. I can t configure my network to connect to my DVR kit I can no longer view my DVR remote or from my mobile device I have no picture. I have no power. How do I stop the DVR from beeping? Why are some camera images discoloured? My night vision image is very dark or just a black screen. My night vision image is very bright and I can t see anything when aimed out a window. Motion Detection settings keep recording all night long. Where do I place my cameras? Can I add more cameras? What is a PTZ camera? My hard drive is full. Can I add a bigger hard drive? The remote control is not working. How long will my DVR record? We have changed the password but do not remember what it is. Can I delete a single recording? How do I view my cameras from my Smartphone? Q. I m not receiving alerts from my DVR. A. There are 2 possible solutions to this problem: a. s may be blocked as spam, check your spam folder or any filters you may have set up on your client. b. Check your settings with your ISP SSL settings, SMTP port, SMTP server, sender settings that you input on the DVR system.

2 Q. I can t login to the DVR through Chrome or Firefox. A. Only Internet Explorer and Safari have been set up to work with the DVR kit. Please ensure that you have enabled the ActiveX controls as per the manual instructions on page 25. Q. The cables included in the kit are not long enough. A. We include cables that are 18m long and should be long enough for most user applications. If you require a longer cable they are available through other electrical suppliers. The cable is a Siamese BNC (Bayonet Neil Concelman) cable; we recommend you take one of your cables with you to be sure you are purchasing the correct kind of cable. Q. I can t configure my network to connect to my DVR kit. A. If you are having trouble configuring your home or business network to connect to your Cocoon DVR Kit then your best contact will be your Modem or Router manufacturer. Their teams will be able to assist you in configuring your Modem or Router. Before you call the manufacturer you will need the following information: The model number of your device. Whether you are on a dynamic or static IP range (contact your ISP for this information) as this will determine what information you need to enter on the Cocoon DVR. Once you have these pieces of information you should contact your Modem/Router manufacturer who will be able to assist you in finding out the information required to set up your Cocoon DVR Kit. You will generally need to know the following: How to determine what kind of network you have (DHCP, Static or PPPoE) If using a static IP configuration, how to assign an IP address to your DVR. How to discover your subnet mask, gateway, DNS server information Whether or not UPnP is enabled or not. If UPnP is not enabled; you will need to know how to forward the ports that you have assigned on your DVR. Note: Port 80 is generally blocked by most ISPs. Q. I can no longer view my DVR remote or from my mobile device. A. If you had set up your network system previously to be working properly and find later that it is no longer working then you may have a dynamic IP address. Once this IP address is changed by your ISP the network settings you have configured will no longer be applicable. You should contact your ISP to check whether or not you have a dynamic or static IP address after this you can consult the Network Setup Guide from page 15 in the manual and alter any settings required.

3 For general reference the following ISP s maintain static or dynamic IP addresses on their current plans: Dodo Static Exetel Static iinet Dynamic Internode Dynamic iprimus Dynamic Optus Dynamic Telstra Dynamic TPG Static Q. I have no picture. A. There are 3 possible solutions to this problem: 1. Check that power is on and the Power LED is lit up 2. Check the video cable is attached from the Video Output 1 on the back of the DVR to the yellow video input on your TV or monitor 3. Set the TV or monitor to the correct video input channel. On most TV s you can change inputs by pressing the button labelled source, input, A/V, channel 0 etc. Q. I have no power. A. Make sure the power adaptor is connect to the back of the VR and the other end is plugged into a socket that is turned on Q. How do I stop the DVR from beeping? A. To turn off the audio beep set the Buzzer setting to OFF in the Alarm > motion menu Q. Why are some camera images discoloured? A. Your cameras are equipped with a night vision filter to help them see at night. This can make some colours appear discoloured. Try adjusting the colour settings in the display menu. Q. My night vision image is very dark or just a black screen. A. The cameras will work to about 10m in the dark. If you are getting a dark image, the camera may be aimed at a target further than 10m away. Try aiming it closer or down towards the ground to make sure they working. Q. My night vision image is very bright and I can t see anything when aimed out a window.

4 A. The infrared light is bouncing off the window and reflecting back into the camera. Either place the camera on the other side of the window or make sure the camera face is flush the glass surface. Q. Motion Detection settings keep recording all night long. A. Night vision uses infrared light to see an image at night. It relies on small amounts of ambient light to function correctly. The less light there is the harder it is for the camera to see an image. This can result artefacts in the image. If there are too artefacts and motion recording keeps triggering, try adjusting the sensitivity settings in the Alarm menu to a lower value. See page 18 of the manual. Q. Where do I place my cameras? A. Camera placement depends on your application. For homes, suggest camera placements are near doorways, under eaves looking down the driveway, the backyard or in a child s room. For small businesses, high traffic areas near doorways, over cash registers or down aisles are suggested. Q. Can I add more cameras? A. The Cocoon DVR unit accepts up to 4 cameras. You can replace any of the cameras with other camera; however, there is no way to add additional channels to the DVR. Q. What is a PTZ camera? A. PTZ or Pan/Tilt/Zoom cameras are generally high end cameras that allow you to aim the camera where you want and zoom in. The DVR has built in functions to control the PTZ features when connected to the RS485 port. Q. My hard drive is full. A. If your hard drive fills up you can either format the hard drive or turn on the Overwrite feature. Setting Overwrite to enable will overwrite the oldest footage first to ensure there is no downtime. Turning motion detection on will only record when motion is detected saving additional hard drive space. Q. Can I add a bigger hard drive? A. Yes, the Cocoon DVR unit accepts HDD s up to 2TB in size. If you are unfamiliar with hard drives and changing computer components we strongly suggest you consult a professional. Any damage or modifications to the internal components may void your warranty. Always ensure there is no power to the DVR unit when opening the casing. Q. The remote control is not working.

5 A. Change the batteries to ensure they are not flat. Make sure you are aiming the remote control at the front of the DVR unit. Q. How long will my DVR record? A. Depending on recording settings, resolution and number of cameras you can record for up to 120 days on the lowest settings or approximately 7 days on the highest settings. We recommend setting motion detection to enable to record only when motion is detected to record even longer. Q. We have changed the password but do not remember what it is. A. If you have forgotten your password, contact Winplus Technical Support for assistance on Q. Can I delete a single recording? A. For security reasons you cannot delete a single event. To erase any footage you must format the entire hard drive. Q. How do I view my cameras from my Smartphone? A. To view your cameras remotely using an Android or ios based smartphone you need to download the ASee or Asee+ app from the Google Play or ios App Store. Once you ve done that simply follow the prompts to add your DVR using the IP Address, Mobile Port, Username and Password settings from your DVR kit.

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