DIGIOP Technical Support

Welcome to our Technical Support Department, your source for assistance with your total security solution from DIGIOP. If you are a current DIGIOP customer in need of technical assistance with our products, please use the "Contact Us" section of this website. You may also find additional information in our "Frequently Asked Questions" section.

Some of the information contained within the DIGIOP site is password protected and requires a password to gain access. If you do not have a password, please contact our Technical Support Department to obtain this or if you have access to the Dealer FTP site then the login is the same.

FTP Information

FTP Address: ftp://72.20.138.31 or ftp://ftp.digiop.com
User Name & Password: Contact Technical Support for this information.

If you are having problems connecting to our FTP (File Transfer Protocol) server, follow the instructions below:

1. If you're using Internet Explorer (IE) browser as your FTP client:

• Open your IE
• Go to Tools --> Internet Options
• Click on ADVANCED tab
• Under Settings --> Browsing
• Check "Enable folder view for FTP sites"
• Check "Use Passive FTP (for firewall & DSL modem compatibility)"
• Click OK to close Internet Options dialog

2. If you're using Mozilla Firefox as your FTP client:

• Latest version of Mozilla Firefox is recommended
• You might need to download and install FireFTP extension
• Type in user name directly into Mozilla Firefox browser e.g. ftp://ftp_user_name@216.136.104.200

3. You're using a FTP client:

Enable: "Use Passive Transfer Mode"

This option is normally under Options / Preferences

Links to FTP Clients

a. FileZilla - Note: If you are using FileZilla make sure to turn off Passive Mode for this to work
b. WS FTP
c. Smart FTP
d. Ace FTP
e. MiFiles

FAQs & Tech Tips

Please find our Frequently Asked Questions (FAQs) area below. We hope it proves helpful as we intend on it answering many questions you have about Digital Video Management Systems (DVMS) and more specifically the Digiop product line. Please give us a call if we can help clarify in any way or use the form at the bottom of the page for email support.

What is a DVR?

A DVR is a Digital Video Recorder.

What is a DVLS?

A DVLS is a Digital Voice Logging System.

What types of compression and transmission technology are available in a DVR?

Software compression technology, Hardware compression, and embedded technologies are available. Software compression takes the video data coming into the system and encodes it just prior to writing the information onto the hard drive. Under hardware compression the information is encoded with the ASIC chip as soon as the video is received by the unit.

How do I choose?

You should choose the DVR for your system by considering what it is you need to accomplish, how much information you need to store and for how long, what the environment is like, and required image quality.

What is image size and image resolution?

Image size is measured in horizontal and vertical dimensions as measured in pixels. For example, 640 X 480 means the image is 640 pixels across and 480 pixels high. (Please note that size can be a true recorded size or a computer enhanced size). While this measurement provides the size of the image, the resolution refers to the detail contained within the image and is listed as lines of resolution. These lines are the number of lines that can be individually differentiated within the image. The greater the number of lines, the more details that are identifiable in the image. An image recorded at a full 640 X 480 size may have a resolution up to 500 horizontal lines X 480 vertical lines, while an image size of 320 X 240 may have approximately 280 horizontal and 240 vertical lines of resolution. Also take into consideration that a DVR that records at 320 X 240 and then uses a computer formula to enhance the image to 640 X 480 is not increasing the resolution of the image - only the size. 320 X 240 (VHS quality, 640 X 240 (SVHS quality), and 640 X 480 (DVD quality) are all available within the DigiOp product line.

What does DVD Quality mean?

DVD quality means your system records images at 640x480 with DVD quality resolution of 500HTVL X 480VTVL.

What is FPS?

Frames per second - the number of frames a video card in a DVR captures. Usually stated as a maximum rate, each frame consists of two fields, and, in some instances, fps may be stated using fields per second providing higher rates. FPS as stated in General Solutions product literature are actual measured Frames Per Second results. However, FPS can be affected by image quality, CPU load and software settings.

What is Voice vs Audio?

When referring to sounds being recorded, audio is all sounds, while voice refers specifically to people speaking. Specialized compression can be used to reduce the amount of background noise to produce a clear crisp "voice recording."�

What is Bandwidth and how does it affect my DVR?

Bandwidth is the amount of network pipeline a DVR requires for transmission of information, either video or audio. Bandwidth requirements will vary depending on image complexity and size and how many "users" are trying to retrieve information simultaneously.

What is file size and how is it affected by my choice of cameras, lighting conditions, and the environment?

File size is the result when an image is compressed using proprietary enhanced MPEG or other compression methods. The compressed file is then stored to a DVR hard disk drive. Without specialized filtering, as provided with the Video Viper or Noisemaster, low light conditions and low Signal to Noise Ratio (SNR) can dramatically increase file sizes. On newer systems you change the MPEG4 compression method to indicate the amount of possible noise being introduced into the system.

What is Video Noise Reduction?

In low light environments, there are two kinds of "noise"� in output images. One is false color noise, and the other is poison noise. Video Noise Reduction removes these "noises" to improve image quality, reduce file size and improve network transmission.

What is Constant Bitrate (CBR) ?

Constant file size compression (That is, "byte size per frame" stays the same regardless of motion amount and image complexity).

What is Variable Bitrate (VBR)?

Constant image quality compression (That is, "image quality" is always the same regardless of motion amount and image complexity).

Where is my manual?

The manual is on your Client CD included with every system. They are also available within the DVR Support section of this site.

Can I remotely connect to my DVR?

Yes, you need our Remote Manager, Enterprise Service Portal (ESP), or Data Transaction Manager (DTM) Remote Viewer software to make remote connections.

Where can I find the appropriate Remote software?

It is on your Client CD and it is available on our website under the appropriate software area under the Support section.

How do I view video I saved on a CD/DVD?

Versions 6.1.0.1110 and above have a file named viewer.bat within the root directory of the media. That file initiates the viewer for recorded video. On older versions such as 6.0.1.0410 and below you need to go to your CD drive, and then go to DISStech, then Bin. Under the Bin directory is a file called DISSViewer.exe. Execute the file to view your video.

What information do I need to set up Remote software?

You will need to know the static IP address of the DVR, the remote username and password to setup Remote Manager and DTM Remote Viewer. For ESP you need either to know the IP address, username and password or with an additional component called Universal Plug and Play (UPnP) installed on the server will allow the DVR to be found on the network from within ESP.

Why doesn't my video look right in Remote Manager?

Remote Manager uses Direct Draw by default. Some VGA cards do not handle Direct Draw the way Remote Agent expects. To fix the video go to the configuration menu. Select the play tab and make sure Use Direct Draw� is NOT checked. Exit the program and restart it for the settings to take effect.

Can I record audio on my DVR?

Yes, audio can be set to record on channel 1 only except for DVRs with 4, 8, 16, or 32 audio inputs. For powered security mics such as Louroe, use the LINE IN jack (blue) instead of the mic input. Select "line in" for recording in Volume Control within Windows. Audio can be recording with both motion and continuous video, but note if set to record from motion then audio will ONLY be present when video is present. For systems that have audio boards use the inputs on the audio cards.

What ports do I need to forward to make the DVR work through a router?

The ports that need to be forwarded are: 3000 TCP, 7000 TCP, 7021 TCP, 8000-8003 TCP, 9000-9001 TCP, and 8875 UDP.

Contact Technical Support

If you have any comments or suggestions in regards to this area please use the form or call the numbers shown below.

Phone:

800-968-3606

Option 1 for DVR Technical Support

Extension 255 for Voice Logging Technical Support

Hours:
8:00 am - 6:00 pm CST
with 24 Hour Emergency Support