Post Sales Questions

Q. I cannot access the help file, shipped with my product, on Windows Vista.

Q. PC Multiplexer Range recordings are blank or corrupted on Windows Vista.

Q. Where is the user manual for the product that I have purchased ?

Q. When trying to connect to PC VCR or PC Multiplexer using Multistore Network Viewer, I get the following error :

    "Socket error - 10061 Connection Forcefully Rejected!"

Q. When I connect my capture device with PC VCR, I get a Blue screen?

Q. What TCP IP ports are used by CCTV Software products for network functionality?

Q. My CCTV Software product will not recognise the Sentinel Protection Key. My computer is running Windows XP.

Q. I have Visio 2007 or above and am trying to install my CCTV Software drawing package, however, the setup is unable to locate Visio. What is wrong?

Q. How do I upgrade the 'plus' or 'Studio' range software package that I have purchased?

Q. How do I upgrade the Camfunction, PC VCR, PC Multiplexer, Synergy, Centrol or Multistore Network Viewer software package that I have purchased?

Q. I have a 64 bit version of Windows operating system and it won't run the CCTV Software product setup as it says it is 32 bit only ?



Q. I cannot access the help file, shipped with my product, on Windows Vista.

A. Windows Vista prevents the viewing of Windhelp .hlp file. HTML help files are not affected and can be viewed in Windows Vista.
To allow the viewing of Winhelp files in Windows Vista you can download the following patch from Microsoft:
http://go.microsoft.com/fwlink/?LinkID=82148
You should ensure that you have no other applications running while applying this fix. You do not need to upgrade your PC Multiplexer range product.



Q. PC Multiplexer Range recordings are blank or corrupted on Windows Vista?

A. This problem is caused by a bug in the Windows Vista operating system. It is not a problem with your PC Multiplexer range product.
Microsoft have released a fix that will cure the problem. You can download the fix here:
http://support.microsoft.com/kb/939130
You should ensure that you have no other applications running while applying this fix. You do not need to upgrade your PC Multiplexer range product.



Q. Where is the user manual for the product that I have purchased ?

A. With CCTV Software products the manual is actually an on-line help guide that can be accessed at any time whilst in the program. This means that the manual is always on site with the software and it cannot be mislaid by the operator.



Q. When trying to connect to PC VCR or PC Multiplexer using Multistore Network Viewer, I get the following error :

    "Socket error - 10061 Connection Forcefully Rejected!"


A. In PC VCR go to Tools on the toolbar and select network setup. Tick the "Allow PC VCR Network Connections"
or
In PC Multiplexer go to the 'Engineer' menu, then select 'Configure Network Options'. Tick the "Allow Incoming Multistore Network Viewer connections" box.
(You can also choose how many connections are allowed).



Q. When I connect my capture device with PC VCR, I get a Blue screen?

A. Ensure that you have a known video signal plugged into your capture card. Also ensure the 'Video Source' setting in the software matches the type of signal that you are using.



Q. What TCP IP ports are used by CCTV Software products for network functionality?

A.

Product TCP/IP Port used
Multistore Network Viewer with PC Multiplexer 1001 and 1020
Multistore Network Viewer with PC VCR 1001
Multistore Network Viewer with Axis / Sony / Video Server definable
Camfunction 1002 and 1012
Panaplus 1003
HSRplus 1003
GYYRplus 1004
Baxnet Studio 1005/1006
PC Multiplexer Ultra 1010
PC Multiplexer IP 1010 and 1011



Q. My CCTV Software product will not recognise the Sentinel Protection Key. My computer is running Windows XP.

A. There is a documented problem with the Sentinel protection key drivers and Windows XP. The drivers are not loaded immediatley after Windows XP starts. To remedy this problem the protection key manufacturers have provided a patch file, so please follow these steps:

  1. You can find the file 'XP_Dongle.reg' in your products application folder.
  2. If this file is not present then you can download it by clicking the link below
  3. If you download the file, make a note of where the file is saved.
  4. Simply double-click on the file to run it. This will perform the required modification to your system registry.
  5. You can now restart your PC and your CCTV Software application should now recognise the Sentinal Protection key.

Q. I have Visio 2007 or above and am trying to install my CCTV Software drawing package, however, the setup is unable to locate Visio. What is wrong?

A. You do not have the latest CCTV Software Drawing Software Setup Installer (4.0 or above) that detects versions after Visio 2007. Please follow this workaround:

1) Click on the link below to download the required patch file. Click 'Save this program to disk' on the 'File Download' dialog that appears. Make a note of the folder that you download the file to.

2) When the .REG file has downloaded to your computer, run it from the folder that you downloaded to, in order to make the required registry alteration.

3) Run the CCTV Software Drawing Software Setup program in the usual manner. It should now detect the presence of Visio. Follow the onscreen instruction.

4) Please note that the above fix works as a patch for CCTV Software Drawing Software Setup program v3.0. The setup installer version number is visible on the installer main screen underneath the CCTV Software company logo. If you have a setup installer version number prior to v3.0 you will need to contact us for new installation disks.

Q. How do I upgrade the 'plus' or 'Studio' range software package that I have purchased ?

A. Reinstallation of `Plus’ or 'Studio' range software packages

If you have been provided with an upgraded version of your software package you can follow these steps:

1) Prior to reinstallation you should check that the serial number of the new CD matches that of the existing installation. You can check the existing 4 digit serial number from the ‘Help’ > ‘About’ menu of the software.

2) Note the existing settings of your software prior to reinstallation. These are the settings that are stored in the software’s configuration file. When you have upgraded the software it will be like you are running the software for the first time (because there will be no configuration file), therefore you should make a note of all settings that have been made in the software.

3) Uninstall the product, use Add/Remove programs from the Windows Control Panel.

4) After running the uninstall you must delete the application’s configuration file. Using Windows Explorer, select the application path (e.g. C:\uniplus), then select the ‘config’ folder. From the ‘config’ folder delete the file ‘config.cfg’. This will ensure the new installation will not attempt to use old settings which could cause a problem with the operation of the product. Please note: You should not attempt to use an old configuration file with your upgrade.

5) Install the upgrade using the provided setup CD.

6) Run the newly installed program (after restarting the machine if prompted).

7) Make all settings that you noted in (2) above.

8) Save the new configuration. Tip: Save a second configuration called 'backup.cfg', just in case your config ever gets messed up.


Q. How do I upgrade the Camfunction, PC VCR, PC Multiplexer, Synergy, Centrol or Multistore Network Viewer software package that I have purchased ?

A. Reinstallation of Camfunction, PC VCR, PC Multiplexer, Synergy, Centrol or Multistore Network Viewer software packages

If you have been provided with an upgraded version of your software package you can follow these steps:

1) Prior to reinstallation you should check that the serial number of the new CD matches that of the existing installation. You can check the existing 4 digit serial number from the ‘Help’ > ‘About’ menu of the software.

2) Note the existing settings of your software prior to reinstallation. These are the settings that are stored in the software’s configuration file. All of the above packages carry can carry the configuration from a previous version forward on the new version.

3) Install the new version using the provided setup CD. Tip: Version numbers will always go up so never install a version below the one you are on.

4) Run the newly installed program (after restarting the machine if prompted).

5) Check all the settings are correct (same as before all settings that you noted in (2) above).

6) Save the new configuration. Tip: Save a second configuration called 'backup.cfg', just in case your config ever gets messed up.


Q. I have a 64 bit version of Windows operating system and it won't run the CCTV Software product setup as it says it is 32 bit only ?

A. The front end menu for our CD's is a demoshield menu and that is not 64 bit compatible but our actual product setup IS 64 bit compatible. So just 'explore' or 'browse' onto the CD and open the folder called PRODUCTS then open the subfolder which is the name of the product and run the setup.exe file there.