DIGIOP Customer Care Frequently Asked Questions

Before contacting DIGIOP Customer Care, see if your issue is one of our Frequently Asked Questions.

Q. What is the default user ID and password for the unit?
A. On software version 7.5 the default user ID is "admin" and the password is "admin". On version 7.4, the default user ID is “Admin” and the password is “dg2ad33” (without the quotes).

Q. Is it OK to open the unit to trouble shoot issues or check for loose cards, etc?
A. Yes, it’s OK. Opening the unit does not void your warranty.

Q. My unit was just delivered or is back from repair and its not booting or has no video.
A. Sometimes during shipping, removable components will dislodge. It is always a good idea to re-seat removable components such as PCI cards, memory modules and even the processor.

Q. Will the DVR work through a router?
A. Yes. You will need to forward the following ports:

Logon	7000	TCP
Live Transmission	8000, 8001	TCP
Checking Server	8002	TCP
Alarm input	8003	TCP
VOD	9000, 9001	TCP
Time Sync	3000	TCP
Two-way Audio	7021	TCP
SMTP Email Event Notification	25	TCP
Event Notification	8875	UDP

Q. Can I copy an image or video to a CD or DVD?
A. Yes. In the Search menu, which you access by clicking on the tools button, you can not only search and view video, you can also back up and save video to the media available to you.

Q. What is the difference between option 1 and option 2 when doing a recovery?
A. Option 1 will reinstall the operating system (Windows XP Embedded) and the DIGIOP software leaving all other data intact while option 2 will reinstall the operating system and the DIGIOP Software deleting all data as it repartitions the hard drive restoring the unit to its factory state.

Q. What is my license key? Where do I find it?
A. Your license information is on a white sticker typically found on the side of the unit. The sticker has our Logo, the serial number, model, product ID of the unit.

Q. A power surge caused my unit to reboot, and now it has reverted back to its factory settings. What happened?
A. After setting up and configuring a unit, whether it’s new or after a full recovery, a system backup must be performed or the unit will revert to its factory state when restarted.

Q. How do I change the password or create accounts on my DVR?
A. To access the User Manager menu, simply click on Tools button, click Configure, then click on the Display tab, then click the “Manage” button. There you can create user accounts with different access levels including remote access.

Q. Is a user manual included with my DVR?
A. Yes, your client CD includes the following:

Remote Manager Application
DIGIOP Server
DIGIOP ESP
System Utilities (Adobe Reader and a Flash plug in)
Product Manual and Quick Start Guides
Server Reference Tutorial

Q. I lost my recovery CD, how can I get another?
A. Visit our software and manuals page. Keep in mind you will have to log in with your dealer/rep credentials to access those resources.

Q. Will upgrading my software affect the video stored on my DV\R?
A. No, upgrading your software will not affect the video stored on your DVR.

Q. I am out of the DIGIOP Software and in Windows, why can’t I access windows explorer?
A. In order to access Windows Explorer, you must exit out of the Net Backup Agent. Right click the net back up agent icon located in the system tray and choose the Exit option.

Q. When calling Customer Care, what information should I have ready?
A. You should have the serial number of your machine and your contact information including phone number, fax number, email, and shipping address.

Q. I have multiple systems at one site, can my settings be copied or imported?
A. Yes, your settings can be exported to memory stick or burned to a CD. You can then import the settings to multiple units.

Q. How do I turn off the captioning in Remote Manager?
A. Captioning can be turned off by right clicking the image then choosing the captioning off option.

Q. How do I know how many hours I can record?
A. Many factors such as frame rate affect recording performance. You can always check real time statistics such as recording performance by double clicking the DIGIOP Logo in the bottom left corner.

Q. Why can’t I make any changes to my cameras?
A. In order to make changes to your cameras you must pause recording first.

Q. I get multiple error messages when installing Remote Manager.
A. When installing Remote Manager, you must have administrative privileges on the computer. Anything other than administrative privileges, for example power user privileges, will result in an unsuccessful install.

Q. Is Remote Manger compatible with Windows Vista?
A. Yes, to install the application, you must right click the install file and choose the option to Run as Administrator. To launch Remote Manager, you must right click the executable, click on properties, click the capability tab and choose windows XP.