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Frequently Asked Questions
General
1. How do I license my product?
Contact Vision Base for your registration code which you will need to enter in the Register option in the Help menu of your software.
2. I am getting an error message saying: 'Security key is not found'. Why is this?
The most common reason for this is that the security dongle supplied with the system is not plugged in. Please ensure that is correctly inserted into the back of the machine.
If the security dongle is plugged in and the error persists, then please contact Vision Base for further support.
3. Why is my product telling me that I have limited executions remaining?
If it is a purchased product then call Vision Base to receive a registration code to extend your executions. If the product is a trial version then a licensed version must be purchased in order for you to continue using the software past the remaining executions.
4. No analog signal visible
Check that the VCR is on and that the tape is playing.
Refer to the wiring diagram that was issued with the system, and check that the wiring from the VCR to input 1 on the VideoBOX cable has not been disturbed.
Check the input settings within VideoBOX and dMUX to ensure that you are on the correct AV setting.
5. My system is telling me that my copy of Windows is not activated.
To activate your copy of Windows operating system, have your windows CD sleeve to hand which will have your Windows serial number on it, and simply follow the onscreen instructions. This may require making a phone call to a Windows operative when prompted.
6. How do I upgrade my software?
Contact a member of the Vision Base support team to ensure that you have the correct version of the software. Uninstall previous versions of software, insert update disc, press install and follow onscreen instructions.
7. What do I do if my system was damaged during shipping?
Contact Vision Base immediately to arrange returning the system. Further action will be taken by Vision Base.
8. I am getting slow system performance. How can I fix this?
This may be due to one or some of the following factors:
The age of your system - systems used for over 2 years may be susceptible to wear and tear of components.
A cluttered hard drive, or excessive use over a long period. This can be resolved by routine maintenance, or replacing older components.
Older systems may only have limited RAM, in this case an upgrade of additional RAM may be required.
9. Do all DVR replays run in frame mode?
In general the majority of DVRs run in frame mode, there may be a small number of DVRs which can be run in field mode in the market, but these are generally limited.
10. Is DVR replay data always time stamped?
In general, most data can be time stamped, but this is not always the case with digital DVRs. Some DVRs just produce basic imagery.
11. Do Vision Base products have an audit trail?
All Vision Base products have in inbuilt, encrypted audit trail. This information can be published to the user on request.
12. In officer mode can you limit the controls rather than having admin rights?
Yes this is possible to limit access to certain controls, and deny admin rights. This would generally be configured to a customer's requirements.
13. Am I able to use anti-virus software on my Vision Base system?
Yes, it is possible to run Vision Base products with onboard anti-virus software, please contact a member of the Vision Base support team for a list of recommended products, which have been approved through rigorous testing. To be effective anti-virus software needs to be kept up to date, this means that Vision Base systems are not pre-installed with anti-virus software due to issues with connectivity to the internet. However, it is possible to install anti-virus software and update it via disc.
14. I have a license message appear regularly. What can I do to stop this?
All Vision Base products can be used for a trial period. When this trail period has expired the product must be licensed. Message boxes usually appear when this licensing process has to take place. Vision Base products have two types of license; a run-time license to install and run the software during the evaluation period, and a registration license to unlock the product after purchase.
1. How do I license my product?
Contact Vision Base for your registration code which you will need to enter in the Register option in the Help menu of your software.
2. I am getting an error message saying: 'Security key is not found'. Why is this?
The most common reason for this is that the security dongle supplied with the system is not plugged in. Please ensure that is correctly inserted into the back of the machine.
If the security dongle is plugged in and the error persists, then please contact Vision Base for further support.
3. Why is my product telling me that I have limited executions remaining?
If it is a purchased product then call Vision Base to receive a registration code to extend your executions. If the product is a trial version then a licensed version must be purchased in order for you to continue using the software past the remaining executions.
4. No analog signal visible
Check that the VCR is on and that the tape is playing.
Refer to the wiring diagram that was issued with the system, and check that the wiring from the VCR to input 1 on the VideoBOX cable has not been disturbed.
Check the input settings within VideoBOX and dMUX to ensure that you are on the correct AV setting.
5. My system is telling me that my copy of Windows is not activated.
To activate your copy of Windows operating system, have your windows CD sleeve to hand which will have your Windows serial number on it, and simply follow the onscreen instructions. This may require making a phone call to a Windows operative when prompted.
6. How do I upgrade my software?
Contact a member of the Vision Base support team to ensure that you have the correct version of the software. Uninstall previous versions of software, insert update disc, press install and follow onscreen instructions.
7. What do I do if my system was damaged during shipping?
Contact Vision Base immediately to arrange returning the system. Further action will be taken by Vision Base.
8. I am getting slow system performance. How can I fix this?
This may be due to one or some of the following factors:
The age of your system - systems used for over 2 years may be susceptible to wear and tear of components.
A cluttered hard drive, or excessive use over a long period. This can be resolved by routine maintenance, or replacing older components.
Older systems may only have limited RAM, in this case an upgrade of additional RAM may be required.
9. Do all DVR replays run in frame mode?
In general the majority of DVRs run in frame mode, there may be a small number of DVRs which can be run in field mode in the market, but these are generally limited.
10. Is DVR replay data always time stamped?
In general, most data can be time stamped, but this is not always the case with digital DVRs. Some DVRs just produce basic imagery.
11. Do Vision Base products have an audit trail?
All Vision Base products have in inbuilt, encrypted audit trail. This information can be published to the user on request.
12. In officer mode can you limit the controls rather than having admin rights?
Yes this is possible to limit access to certain controls, and deny admin rights. This would generally be configured to a customer's requirements.
13. Am I able to use anti-virus software on my Vision Base system?
Yes, it is possible to run Vision Base products with onboard anti-virus software, please contact a member of the Vision Base support team for a list of recommended products, which have been approved through rigorous testing. To be effective anti-virus software needs to be kept up to date, this means that Vision Base systems are not pre-installed with anti-virus software due to issues with connectivity to the internet. However, it is possible to install anti-virus software and update it via disc.
14. I have a license message appear regularly. What can I do to stop this?
All Vision Base products can be used for a trial period. When this trail period has expired the product must be licensed. Message boxes usually appear when this licensing process has to take place. Vision Base products have two types of license; a run-time license to install and run the software during the evaluation period, and a registration license to unlock the product after purchase.
DCR Professional
1. Why does DCR PRO not auto launch my digital video files?
DCR PRO is constantly updated to support all available digital video formats. There are instances where a user may receive a new digital format before DCR PRO supports it. In this event please contact us and we will endeavour to support your format in the next release of software.
2. Why is there no video display on the analog monitor when using DCR PRO?
The DCR PRO help file details how to setup and activate the video out features, please read this document which can be accessed within DCR PRO under Help / Contents.
Alternatively:
- Check that the cables are connected correctly. Check that a BNC or S-Video cable is connected to the DCR Pro TV-out cable and an analog monitor.
- Check the monitor is set to the correct channel for the video signal.
- Check that the activation keys are set. See the help file on how to achieve this.
- Hold SHIFT and press F9 (standard activation keys), if mouse cursor changes to a cross then the problem is located between the output cable and the monitor. If not then the problem is located within the software or positioning of the graphics card cables.
3. I get an error message stating that there is 'No known format detected'. Why is this?
This message appears if the DVR data is unknown. DCR PRO will then attempt to play the data using any onboard replay software, this extra feature is called 'Breakout' mode and will run automatically after using auto detection. Note: There may not actually be any data on the device, in this case we can change the DCR PRO settings to verify whether there is actually any data on the disc. Please contact a member of the Vision Base support team in this instance.
1. Why does DCR PRO not auto launch my digital video files?
DCR PRO is constantly updated to support all available digital video formats. There are instances where a user may receive a new digital format before DCR PRO supports it. In this event please contact us and we will endeavour to support your format in the next release of software.
2. Why is there no video display on the analog monitor when using DCR PRO?
The DCR PRO help file details how to setup and activate the video out features, please read this document which can be accessed within DCR PRO under Help / Contents.
Alternatively:
- Check that the cables are connected correctly. Check that a BNC or S-Video cable is connected to the DCR Pro TV-out cable and an analog monitor.
- Check the monitor is set to the correct channel for the video signal.
- Check that the activation keys are set. See the help file on how to achieve this.
- Hold SHIFT and press F9 (standard activation keys), if mouse cursor changes to a cross then the problem is located between the output cable and the monitor. If not then the problem is located within the software or positioning of the graphics card cables.
3. I get an error message stating that there is 'No known format detected'. Why is this?
This message appears if the DVR data is unknown. DCR PRO will then attempt to play the data using any onboard replay software, this extra feature is called 'Breakout' mode and will run automatically after using auto detection. Note: There may not actually be any data on the device, in this case we can change the DCR PRO settings to verify whether there is actually any data on the disc. Please contact a member of the Vision Base support team in this instance.
dMUX Professional
1. I have a VHS cassette playing but there is nothing in the dMUX player window, and no output to the confidence monitor.
Check the input settings in the administrator mode > Tools > Input / Output settings, and make sure the input selected is correct. If this doesn't work then check the cabling between the VCR and dMUX system.
1. I have a VHS cassette playing but there is nothing in the dMUX player window, and no output to the confidence monitor.
Check the input settings in the administrator mode > Tools > Input / Output settings, and make sure the input selected is correct. If this doesn't work then check the cabling between the VCR and dMUX system.
ViewSTATION
1. There is no media visible on the screen. Why is this?
If no media is visible on the screen, this may be due to a codec issue. Please contact a member of the Vision Base development team to discuss your specific media.
2. My disc is not finalised correctly. Why is this?
If your disc is placed into a normal DVD recorder and it plays a black screen it may be because of the following reason:
You may have forgotten to use the DVD handset and menu system to finalise the data after it has been burned to the disc.
3. I am having problems fitting my media card into the correct slot.
Do not force media types into slots, if they do not fit, try another slot, forcing them can cause damage to systems and media cards. If you require further assistance please contact a member of the Vision Base support team.
1. There is no media visible on the screen. Why is this?
If no media is visible on the screen, this may be due to a codec issue. Please contact a member of the Vision Base development team to discuss your specific media.
2. My disc is not finalised correctly. Why is this?
If your disc is placed into a normal DVD recorder and it plays a black screen it may be because of the following reason:
You may have forgotten to use the DVD handset and menu system to finalise the data after it has been burned to the disc.
3. I am having problems fitting my media card into the correct slot.
Do not force media types into slots, if they do not fit, try another slot, forcing them can cause damage to systems and media cards. If you require further assistance please contact a member of the Vision Base support team.
VideoBOX Products
1. I am receiving error code 15 on my system.
VideoBOX uses a propriety video card called a frame grabber. If this device has become unseated within its PCI slot in the motherboard, the driver program will not be able to see the device. Please contact a member of the Vision Base support team who will check the status of your hardware. Note: A frame grabber must be installed in your system, if you try to run VideoBOX or dMUX PRO without a frame grabber then you will get this message.
2. I seem to have an incorrect video input to my VideoBOX cable.
Check that the VCR is on and that the tape is playing.
Refer to the wiring diagram that was issued with the system, and check that the wiring from the VCR to input 1 on the VideoBOX cable has not been disturbed.
Check the input settings within VideoBOX and dMUX to ensure that you are on the correct AV setting.
1. I am receiving error code 15 on my system.
VideoBOX uses a propriety video card called a frame grabber. If this device has become unseated within its PCI slot in the motherboard, the driver program will not be able to see the device. Please contact a member of the Vision Base support team who will check the status of your hardware. Note: A frame grabber must be installed in your system, if you try to run VideoBOX or dMUX PRO without a frame grabber then you will get this message.
2. I seem to have an incorrect video input to my VideoBOX cable.
Check that the VCR is on and that the tape is playing.
Refer to the wiring diagram that was issued with the system, and check that the wiring from the VCR to input 1 on the VideoBOX cable has not been disturbed.
Check the input settings within VideoBOX and dMUX to ensure that you are on the correct AV setting.
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