Existing Customer Questions

How do I change my camera names

To change the names on your cameras you will go to the main menu by right-clicking anywhere on the screen. This will bring up the quick menu. Then you will select main menu from the bottom of the quick menu.
Next, from the bottom settings row click on Camera. Now from the menu on the left click on Cam Name. You will see a list of all the channels and they will likely all say IPC. You can now enter your name for each channel. Once you have named your cameras click apply and OK.

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What are the default passwords and username.

All of our cameras and NVR’s use admin as the default password and username.
Only older cameras and NVR’s will have a default password. Newer cameras and NVR’s do not have a default and will require you to create a password upon initialization. Also if a camera is or has been plugged into an NVR then the camera will be assigned the same password as the NVR. If you have forgotten the password that you created then follow the instructions on this site for forgot password

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How do I backup footage

To back up footage you will need either a USB flash drive or an external hard drive with a USB connection.
You will then plug in the storage device to any open USB port on the NVR.
As soon as you plug in your storage device a screen will appear asking what you would like to do.
Select Backup. Then select the channel the camera is on that you would like to back up as well as the start time and end time.
Click add. You can continue to add channels and times. Once you have added the files you would like to back up. Click backup or next.

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How do I change the time and date

If your date and time are incorrect then you can correct this by following the steps below.
1. Go to the main menu on the NVR by right-clicking anywhere on the screen. This will bring up a quick menu. From this menu select Main Menu.
2. Next, from the bottom settings row click the system icon in the lower right-hand corner.
3. Now from the menu on the left select General.
4. You will now see three tabs in the middle of the screen. Select date and time.
5. You will now be able to adjust your date and time. Please note that you need to set your GMT. This stands for Greenwich Meantime. Simply search online for your time zone in GMT. ie. “what is pacific time in GMT?” or “what is central time in Greenwich meantime?” Your answer should appear as GMT +6 or GMT -4 etc. Then set the GMT settings on the NVR accordingly.
6. Once you have set your date, time and GMT correctly click save and apply.
Note: avoid using NTP as this may not correctly update your time. If NTP is check-marked we recommend that you uncheck this.

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How do I re-organize where my cameras appear on the screen

You can change where each camera appears on your screen by right-clicking anywhere on the screen. This will bring up the quick menu. From the quick menu, you will select Sequence.
You will then see a box appear listing all of the cameras connected to that NVR. You can then click on the actual image squares and drag them around where you want them. You will click hold and drag the image box to the location you want. Once you have the cameras in the positions you would like just click apply. This will save the layout and it will remain that way even if the NVR is restarted or looses power. Note that channel numbers will stay with the camera. So if you swap the location of the camera on channel 3 with channel one that camera will appear in the channel 1 location but it will still say channel 3.

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Warranties and Returns

For information regarding returns or warranties please check our return policy here: https://montavue.com/return-policy/
To return a product or file a warranty claim please go to the following link and select the correct form from the tabs on the left. https://montavue.com/contact-us/
Once you fill out the correct form you will receive an email with a return label and instructions.

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How do I set my cameras to only record at certain times

IF you want your cameras to only record during a certain time of the day or on specific days then you will do the following.

Go to the main menu by clicking right-clicking anywhere on the screen and selecting Main Menu.

From the Main Menu go to the bottom settings row and click on STORAGE. Then from the menu on the left click on SCHEDULE.

You will then see a box that is labeled with all of the days of the week running vertically and a 24-hour timeline running horizontally. You will also see at the top that there is a dropdown box that says channel. You will change this to the channel the camera you wish to modify is on

You can see that all of the days of the week have a green line across them. This means that the camera on Channel 2 is recording 24/7. If we want to change this you can simply click and drag on one of the greenlines beginning at the time you wish to stop the camera from recording to the time you want it to begin. This will erase the green line. So if I only wanted the camera to record from 6 am to 6 pm on Mondays, then on Monday, I would click at 0 on the left and drag to 6. Then click at 18 on Monday and drag to 24.

If you need to be more precise then you will click the gear icon to the right for that day.

You will then see a pop up shown below. To set the camera to record from 6:30 am to 6:45 am you would do the following. In period one enter 06:30 to 18:45 and click okay. You will then see that you only have a green line from 6:30 to 18:45

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How do I upgrade the firmware on my cameras

If you have cameras connected to an NVR you can upgrade them by doing the following.

First, download the latest firmware for your specific camera from here https://wiki.montavue.com/cameras/

This will download a .bin file. Transfer the file onto an external USB drive (flash drive, thumb drive)

Plug the USB drive with the file you just downloaded into an open USB port on your NVR.

you will then get a screen that pops up asking you what you want to do. Close this screen by right-clicking.

Next, you need to turn off recording for the cameras that you want to upgrade.

You will do this by going to the main menu then selecting storage from the bottom settings row.

Then from the menu on the left select record. You will then see the screen below. Click the button that says off under the mainstream as pictured below.

Once you have turned record off on the cameras you will then click on Camera in the upper left.
then from the menu on the left click registration.
You will then see 4 tabs on the right side. Click the tab that says upgrade.
You will then see a list of your cameras.  You will check mark the cameras that you want to upgrade ( up to 6 at one time) Then click file upgrade at the bottom.

 

You will then get a pop-up. Click on select. Then find the .bin file that you downloaded and double click on it so that it shows up in the address bar at the top. Then click Okay which will return you to the other pop up. Click okay here and the upgrade should start. You will see the status indicating the progress.

Once you have updated the firmware on your cameras you will then want to restart your NVR by going to the main menu and clicking on shutdown then restart.

 

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My cameras say invalid username or password how do I fix this?

If you have cameras that say invalid username or password or account locked there are a couple of ways to fix this.

This error can happen for a few different reasons explained here.
This usually occurs for a few different reasons. When you set up your NVR and cameras the NVR will share its password with all of the cameras that are connected to it. This means that the cameras will have the same password as the NVR. If you forget the password to the NVR and log in using a unlock pattern then perform a factory reset of the NVR this will not change the camera passwords. So when the NVR reboots and you enter a new password the NVR will then attempt to log into the cameras that are connected to it using this new password which will be incorrect for the cameras. This is one way that you can get this error. The next way this can happen is if you have multiple NVR’s and attempt to move a camera from one NVR to another NVR. Another way this may happen is if you forgot your password and performed the forgot password function. Generally, when you do this the NVR should change the camera passwords as well. However, in rare occasions, some or all of the cameras may not receive the new password information and will still have the old password.

To fix this issue your options are limited.
If you know what the old password is then the fix is fairly simple. You will go to the main menu on the NVR and select Camera in the lower left. Then click on registration from the menu on the left. You will see a list of the cameras that are on your NVR toward the bottom of the screen. Any cameras with errors will have a red dot under status. You will also see a pencil icon next to them. Click on this pencil icon. You will then get a pop up that will allow you to modify the password that the NVR is using to attempt to log in to the camera. Change this password to the previous password or the password that you believe that camera is using. Click connect, apply and ok. If this is the correct password then you should see the camera image appear in a minute. Note that once there has been 3 failed login attempts the camera will lock the account and you will get a message that says account locked. To continue attempting to log in to the camera you will need to unplug the camera or remove the power source from the camera and plug it back in. This will reset the account so you can continue to attempt to log into it.

IF you do not know the old password and you have a PoE switch or a way to power the camera separately from the NVR then you can connect the camera or switch to your router. Then connect a desktop or laptop to that same router. Find the IP address of the camera by using the IP config tool. Then enter the IP address of the camera into your web browser. You will then be presented with the login screen. Click on Forgot password and follow the instructions to reset the password. Note that if an email address was not entered during setup then this function may not work on the camera.

If you do not know the old password and do not have a PoE switch then the only way to reset the password is to manually reset the camera. This is done by disassembling the camera and pressing the small reset button on the motherboard of the camera and holding it for 30 seconds. The camera will need to remain powered when performing the reset. listed below or the locations of the reset button inside various camera models

MTB4870, MTB4104, MTB4104L
unscrew the lens portion of the bullet. Then carefully pull out the internals of the camera. The reset button will be located on the side of the motherboard underneath the camera lens as illustrated below. while the camera is still plugged in, press and hold this button for 30 seconds. The camera will reset to the factory defaults and should automatically be recognized by your NVR if it is plugged directly into the NVR. If the camera is plugged into a switch then you will need to perform a device search to add it and possibly modify the cameras IP address to match your default gateway.

MTE4870, MTE4104, MTE4104L
unscrew the mounting bracket and remove the eyeball from the mount. Use the provided hex wrench to remove the screws from the back of the camera. Carefully separate the two halves of the camera taking care not to damage the gasket. The reset button will be located on the camera’s motherboard underneath the lens as illustrated below. While the camera is still plugged in, press and hold the reset button for 30 seconds. The camera will reset to the factory defaults and should automatically be recognized by your NVR if it is plugged directly into the NVR. If the camera is plugged into a switch then you will need to perform a device search to add it and possibly modify the cameras IP address to match your default gateway.

MTT4870, MTT4104
Unscrew the mounting bracket and remover they eyeball from the mount. Use the provided hex wrench to remove the screws from the back of the camera. Carefully separate the two halves of the camera making sure not to damage the gasket. There are then two screws that hold the motherboard inside the camera as illustrated in the image below. Remove these two screws and lift the board out of the mount being careful not to pull on the wires. The reset button is located on the underside of the board as illustrated in the second image below. While the camera is still plugged in, press and hold the reset button for 30 seconds. The camera will reset to the factory defaults and should automatically be recognized by your NVR if it is plugged directly into the NVR. If the camera is plugged into a switch then you will need to perform a device search to add it and possibly modify the cameras IP address to match your default gateway.

MTB8110
There is a small notch at the bottom of the camera’s faceplate as illustrated in the image below. Use a small flat head screwdriver to carefully pry the faceplate off. The faceplate is lightly glued on so you will need to slowly work the plate off. Once you have removed the faceplate there are 4 screws that hold the lens on. Remove these four screws and carefully remove the front lens being careful not to damage the gasket. The reset button is located in the lower left underneath the motherboard as illustrated in the second image below. While the camera is still plugged in, press and hold the reset button for 30 seconds. The camera will reset to the factory defaults and should automatically be recognized by your NVR if it is plugged directly into the NVR. If the camera is plugged into a switch then you will need to perform a device search to add it and possibly modify the cameras IP address to match your default gateway.

MTZ4120
Remove the four screws on the back of the PTZ’s dome as illustrated in the image below. The reset button is located in the middle of the motherboard as illustrated in the second image below.
While the camera is still plugged in, press and hold the reset button for 30 seconds. The camera will reset to the factory defaults and should automatically be recognized by your NVR if it is plugged directly into the NVR. If the camera is plugged into a switch then you will need to perform a device search to add it and possibly modify the cameras IP address to match your default gateway.

 

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Cannot find Network Host Error

The Cannot find network host error means that a camera that was connected to your system has lost its connection. This can occur for a couple of different reasons. This most commonly happens if you have some cameras on a PoE switch or connected somewhere other than your NVR. If the cameras on the switch were not given a static IP address when they were initially added to the system then they will periodically get assigned a new IP address. When the camera gets a new IP address you will lose it from the NVR and you will see the Cannot Find Network Host error. You can fix this by going to the main menu then clicking on camera > registration. Delete the camera from the added device list at the bottom by clicking the red X next to that camera. Then click on the device search button in the upper left. This will find any cameras attached to the network. You will then click the icon that looks like a monitor next to one of the cameras that was found. Then click on the STATIC box to give the camera a Static IP address that will not change. Save your settings. Then check mark the camera and click Add. This error can also be received if you have swapped camera ports with another camera. Meaning that you unplugged a camera from port 1 for example then unplugged the camera from port 2 and then plugged the camera from port 2 into port 1 and the camera from port 1 into port 2. The NVR will remember what camera was plugged into what port. So when you swap camera ports this can create an error in the configuration file. The NVR sees the two cameras and sees that they are in the wrong ports. It will then attempt to correct the issue which will result in the cannot find network host error. To fix this you will need to perform a factory reset of the system to clear the bad configuration file. Unplug all of the cameras from the back of the NVR and Follow the instructions on this site for factory resetting your NVR. Then plug each camera in one at a time. Wait until the camera appears on the screen before plugging in another camera. Do this until all of the cameras have been plugged in. The last possible reason is a bad connection. This could be a bad cable or poor connection at the NVR or camera. Check that both ends of the cable are securely plugged in. If you have another cable that you know for a fact is good and working then try using that cable on that camera. If the camera works with the new cable then you need to replace the old cable. If the camera still does not appear then check that it is getting power by covering the camera for a minute or so. The Infrared LED’s should come on. This indicates that the camera is getting power. If the lights do not come on then it is possible that there is a problem with the PoE on that particular port or there is a problem with the camera. Try plugging the camera into an empty port and see if it comes on. If it does then it is likely that the other port is bad. If it still does not come on then there is an issue with the camera.

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I forgot my password how do I reset it

To reset your password you will need a smartphone and an app to scan QR codes ( DO NOT try to use MontavueGo for this. IT will not work. You need a dedicated QR code reader). You can download an app by searching in your app store for QR code reader or Qr code scanner. Next, you will need to get to the login screen on the NVR. To do this right click anywhere on the screen and select the main menu. This will bring up the login screen. Click on the Lock icon as shown in the image below. (NOTE: you must be at your NVR to reset passwords. You cannot do this remotely.)

You will then see a screen with a large QR code and instructions. You will need to scan the QR code. This is going to give you a long list of characters. You will then need to email that entire string of characters to support_gpwd@htmicrochip.com. If you entered an email address when you set up the NVR you will need access to that email. This is where your security code will be sent. If you did not set up an email address you will be prompted to enter one. Once you have scanned the QR code and emailed the string of characters to support you will then receive an email with a security code. You will then enter this code where it says security code at the bottom of this screen. You will then be prompted to create a new password.

If your NVR does not have this option it is likely that your NVR is running older firmware. We recommend that you upgrade your NVR to the latest firmware by selecting your NVR and downloading the new version here. Once you have downloaded the .bin file you will need a USB thumb drive or external HDD with a USB connection. Copy the .bin file to your USB drive. Then plug the drive into any of the open USB ports located on your NVR. As soon as you plug in the drive you will see a box pop up asking what you would like to do. Select system upgrade then find and select the .bin file on your USB drive and click start. The NVR will reboot once the upgrade is complete.
If you are not able to do this or do not wish too there is another option to reset your password. This involves changing the username from admin to 888888. The password will also be 888888. This will allow you to log into the NVR. You will then need to perform a factory reset. This will not delete any files from your hard drive however it will reset all of your settings such as your recording settings, schedule etc. You will perform a factory reset by going to the main menu. Then from the bottom settings row you will click on system. Then from the menu on the right, you will select default. There will then be a button in the lower left that says factory reset. Click this button. The NVR will restart you will then be prompted to set a password. The old password or default password will be admin.

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How do I view recorded video

To playback recorded footage you will go to the main menu by right-clicking anywhere on the screen and selecting Main Menu. Then from the Main Menu click on the search icon in the upper left-hand corner.

You will now see a black screen with a calendar and list of cameras on the right. From the calendar on the right click on the day that you would like to see video from. Days that have recorded footage will be shaded with a light blue color. Days that do not have recordings will have a white outline.

Once you have selected a day you will then select a camera from the camera list located on the right below the calendar. Click on the checkmark box next to each camera you would like to view. You will then see a green bar appear in the timeline at the bottom of the screen. If you are only recording motion then you will see small sections of yellow in the timeline where the camera detected motion. If you are only recording motion and you do not see any yellow sections then either the camera did not record any motion or your motion settings are not configured correctly.

To play the video either click on the play button or click anywhere in the timeline to begin playing the video.

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How do i export videos

To export recorded footage from your NVR you will need a USB thumb drive or an external hard drive with a USB connection.

You will then plug the drive into one of the open USB ports on the NVR. As soon as you plug the drive in you will see a box appear with a few different options. You will want to select file backup.

Next select the start and end time of the video you would like to export

From the record CH dropdown select the channel number of the camera you would like to export video from. Then select the file format and click add.

Once you have added all the times and channels that you want to export simply click start to begin exporting your videos.

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How can i see my cameras on my phone

To be able to see your cameras on your phone you will need to first download MontavueGO from the google play store (android) or itunes (iPhone).
Once you have downloaded the app please follow the instructions provided in the video below

If you have followed the steps in the video and still cannot connect, please go through the troubleshooting steps outlined in the video below.

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How do I receive push notifications

To receive push notifications for things like motion detection or tripwires you will first need to have MontavueGO installed on your phone. You will also need to have Motion detection, tripwire, missing object etc. properly configured on your NVR. If you have done this then the video below will guide you through the process of getting these notifications on your phone

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When I power on my NVR I just see the Montavue logo and nothing else happens

This usually indicates that the resolution settings on your TV or monitor do not match the resolution settings on the NVR. By default, the NVR outputs a video stream with a resolution of 1920 x 1080. Most modern day televisions will automatically detect the incoming video resolution and then attempt to match that resolution. However, this does not always work correctly and may not work at all if the TV does not support that resolution. If you are using a TV then try turning the TV off and on again so it can attempt to get the correct resolution. If this does not work you may need to manually set the TV resolution if your TV has this option. You may also try changing the output resolution of the NVR. You can do this by either connecting another display that works or by connecting the NVR to your network router. Then from a computer on that same network find the NVR’s IP address and log into the NVR by typing the IP address into your internet browser. log in then go to the setup tab. Then from the menu on the left click on system then display. Adjust the resolution settings to match your TV or monitor and click apply.

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Why cant I hear my cameras audio on my phone?

First, make sure that your camera does in fact support audio and has a built-in audio mic. For easy reference here is a list of the cameras that we sell that support audio. MTT4870, MTT4104, MTZ2040-IR and the MTT4100-VP. If you do not have one of these cameras then your camera does not have any audio capabilities, therefore, you will not be able to hear any audio from your phone.
If you do have one of these cameras and are not able to hear audio then please follow the instructions below.

by default audio is disabled in MontavueGO. To enable audio you will load a camera. Then make sure that camera frame is selected. There will be a thin blue outline around the video that indicates which video you have selected. Once you have selected the camera you wish the hear audio from you will then tap on the speaker icon at the bottom of the screen as shown below. If you do not see this icon you can reveal more icons by sliding your finger left or right across the bottom row of icons.

If you have done this and still do not hear any audio then you may need to enable audio for the substream of that camera. To do this you will need to go to the Main Menu of the NVR by right-clicking anywhere on the screen and selecting the main menu. From the main menu click on the camera icon in the lower left hand corner.

Now from the menu on the left click on Encode

Then select the channel that the camera is on from the channel drop down menu

Now you will want to make sure that all of the check mark boxes under Audio/video are check marked. Then click apply. Once you have done this you should then be able to return to MontavueGO select a camera and tap the speaker icon to hear the audio from that camera.

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Why cant I find/see any cameras that are connected to my PoE switch?

If you have cameras connected to a PoE switch but are not able to see them on your NVR then please follow the instructions below.
First, make sure that you have correctly wired your switch. If you are using a 16 port switch from Montavue then you will want to make sure the switch is connected to your router from either port 17 or 18 base T 10/100/100 ports.  These will be towards the middle of the switch and separate from the PoE ports 1-16 where the cameras go. (Do not connect to the console port) You will also want to make sure the NVR is connected to the same router or network as the switch. Check the lights on the LAN port of the NVR to make sure that it is communicating with your router. You should see a solid green light and a flashing yellow light. If you do not see this then there is a problem with the connection between the NVR and your router. Once you have verified that the switch is connected to your network properly and the NVR is communicating with your router then you will need to perform a device search on the NVR. To do this go to the main menu on the NVR by right-clicking anywhere on the screen then select Main Menu. From the Main Menu you will then click on the camera icon in the lower left-hand corner.

From the menu on the left click on registration. Then make sure you are on the registration tab and click on Device search.

You should now see any cameras that were found. If you still do not see any cameras then please skip the next step and we will go over other possible issues. If the device search found cameras then you will simply check mark the cameras and click add. If the status icon of the found camera is not a green camera icon and shows a white camera icon with a x then you will need to select that camera and click initialize. Then check the camera and click add. If the icon ils a green camera then just check the box and click add. You camera should now appear on the screen.

If you have done everything above but you do not see any cameras in the device search then it is likely that your cameras were issued an IP address that does not match the defualt gateway of your network. This would prevent the cameras from communicating with the NVR. To resolve this issue you will need a computer that is connected to the same router as the the NVR and switch. You will also need to download our free IP config tool here. This tool will scan your network for any cameras that are attached to that network and allow you to modify their IP address even if they are on the wrong gateway.

Once you have downloaded and installed the IP config tool you will need to determine what your default gateway is. Most networks use a 192.168.1.1 gateway however this is not the case for all networks. To find your default gateway open a command prompt window. You can find this in windows 10 by simply typing CMD into the windows search bar. In the command prompt type ipconfig and hit enter. This will return information about your network. You are looking for the section that says default gateway. Another way to determine your gateway is to look at the ip address of the NVR that is connected to that network. ( Make sure your NVR is set to DHCP and has been issued an IP address from your router) To find this go to the main menu then from the bottom settings row select network then TCP/IP. You should then see the ip address of the NVR. The default gateway is going to be the first three segments. For example if the NVR’s ip address is 10.1.0.249 then the default gateway would be 10.1.0.1 or if your NVR is 192.168.0.90 then your default gateway is 192.168.0.1

Once you have determined your defualt gateway open the IP config tool and perform a scan by clicking the refresh icon. You should see any cameras that are connected to the newtork pop up in the list. You can then manually edit their IP address by clicking the green pencil icon next to each camera.

You will then give the camera a unique IP address. The first three segments need to be the same as your default gateway. the last segment needs to be unique and cannot be used by any other device on your network. for example if your default gateway is 192.168.0.1 then a valid IP address for your camera might be 192.168.0.2 or 192.168.0.3 etc. as long as that ip is not already in use. Then you will set the subnetmask and the defualt gateway. Unless you have a complex network your subnetmask will be 255.255.255.0 as shown below.

Once you have given the camera a valid ip address that matches your gateway then click OK. You should see a green check mark appear nex to the camera in the device list indicating that the IP address was sucessfully changed. If there is a problem an orange triangle will appear next to the IP address of that camera. You can click on this icon to learn more about what the issue is.
Now that you have successfully changed the ip address of the camera you should be able to perform a device search on the NVR and add the camera.

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How do I factory default my NVR

In the event that you would like to reset your NVR to the factory default settings, you will need to have the password for the admin account of the NVR. If you have forgotten your admin password please refer to the password reset instructions located here: https://wiki.montavue.com/faq/i-forgot-my-password-how-do-i-reset-it/
Log into the admin account. Then go to the main menu by right-clicking anywhere on the screen and selecting the main menu.
From the bottom settings row of the main menu click on the system icon in the lower right-hand corner
Then from the menu on the left click on default.
You will then see a button in the lower left that says factory default.
Clicking this button will restore the NVR to the default factory settings including the password.
This will not delete any recorded footage on the hard drive. To delete recorded footage you will need to format the hard drive in the storage settings.
IMPORTANT! This will not reset camera passwords. You will need to use the same password that you were using prior to factory resetting your NVR. If you use a different password you will receive errors on all of your cameras that say invalid username or password. This is because the cameras will still have the old password. So make sure that after you factory reset the NVR you use the same password that you were using previously.

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How do I upgrade the firmware on my NVR

To upgrade your NVR’s firmware you will need a computer and a USB thumb drive or an external hard drive with a USB connection. You will find your model NVR and download the latest firmware here.
You will then copy the file onto your USB drive. Once you have placed the file on your USB drive you will then plug the drive into any of the open USB ports on your NVR. As soon as you plug in the drive you will see a box pop up with some different options. You will want to select System Upgrade. You will then see a file explorer showing all the files on your drive. Select the file that you downloaded from our website. Then click start or next. Your NVR will restart once the upgrade is complete.

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