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Troubleshooting

Watcher

  1. Why can’t I see any preview window (blank blue screen)? Why can’t I see my video device listed when I click menu->video source?

  2. Why does Watcher keep popping up the "Video Source" dialog box?

  3. Why is the captured video too dark or too bright? or why is it green or distorted?

  4. When I click on menu->settings, or register, no dialogs pop up, why?

  5. Why can't I use the phone alert feature when I am using s TCP/IP connection?

  6. Why does the Watcher program stop monitoring after a certain period of time?

  7. Why are there some false motion detection? or why Watcher does not stop logging video when there is no motion?

  8. Why does Watcher crash (for example, illegal operation)?

  9. Why is the auto dial-up function not working?

  10. Why Watcher says "bits resolution" is wrong and refused to record or monitor?

  11. Why Watcher's video log file or the recorded video file has 0 size or it simply can't record? or it has file permission error?

  12. Why Watcher does not detect any motion after it starts monitoring?

  13. Why Watcher does not start monitoring/recording/listening/broadcasting after it is auto-started by Scheduler, NT service or Windows?

  14. Why is the alerting email's, FTP uploaded or broadcasted webpage's JPEG image Digi-Watcher's logo image or simply shown as a "X"? 

  15. Why Watcher can't connect to the SMTP server during email alert? or why it simply can't send any alert email?

  16. Why can't audio work?

  17. I use multiple Watcher installation for multi-cam, why can't Watcher remember the camera?

  18. When Watcher is auto-started by Windows upon windows start, why can't Watcher find the camera, or even crashes? 

  19. Why Watcher Scheduler doesn't work?

  20. I had problems using Watcher's broadcasting function (broadcast to local web server), can you help?

  21. Why the hot key "ctrl+shift+F9" can't bring Watcher up from the hidden mode?

  22. Watcher fails when it does FTP upload (for FTP alert or broadcasting to remote FTP server), what to do?

  23. The alert email sent from Watcher contains unknown characters, it's like the image being converted to texts, why?

RemoteView

  1. Why is the Modem connection not working (no connection could be made)?

  2. Why is the TCP/IP connection not working (no connection could be made)?

  3. Why is the video streaming so slow when I use TCP/IP connection or modem-to-modem connection?

  4. Why it says "connected", but there is no video shown on RemoteView?

Modem Connection Problems

  1. Why do I encounter errors (didn’t hear any dial tone, or simply won’t work) when I try to use phone-alert or modem-to-modem connection?

  2. Why can I hear my modem making noises (handshaking) but it doesn't connect? (during modem-to-modem connection)

  3. Why does my connection keep dropping out?

  4. Why there is an error mes sage "Modem CreateFile using COM2 Failed"? 

Watcher

1. Why can’t I see any preview window (black or blank screen)? Why I can’t see my video device listed when I click menu->video source?

This is because the video capturing is simply not working. There could be several possible reasons.

First of all, please make sure that your video device (webcam or video capture card) is not being used by other applications.

Try re-plug your video device and see whether this will solve the problem.

Please also make sure that your video device is either WDM compatible or VfW (Video for Windows) compatible, and the video source is properly connected to your PC. Most of the video devices in the market are WDM or VfW compatible.

Another likely reason is that the video capture card, or webcam's driver may be too old. Please go to your vendor's website to update the driver.

You can try to switch between DirectShow or VfW mode, which may solve the problem. (You can find the settings at Watcher Settings->Video Format and Source).

If you using DirectShow option, you can also download the latest DirectX runtime from Microsoft to ensure that the DirectShow runtime components are up to date. Please do a simple search for "DirectX runtime download" in microsoft's website.

Sometimes, this problem is also due to conflicting multiple video drivers in the same PC. Try the following steps:

Click on Start ->Settings -> Control Panel, Double click on Multimedia (Or "Sounds and Multimedia" if using WinMe).

Click the Devices tab, click the + sign next to Video Capture Devices, What do you see? multiple drivers? or just one driver?

Try to enable just one driver, for example, double-click on the Microsoft* WDM Image Capture, and make certain this is "Use this capture device" set and disable others (for example, TWAIN).  Alternatively you can just enable some driver like "Vfw 16 bit driver to WDM...", and disable others.

If all above failed, it may be because certain drivers or dlls in your PC are corrupted. Replace “VFWWDM.drv” and “VFWWDM32.dll” under your c:\windows\system by extracting these files from your Windows CD.

2. Why does Watcher keep popping up the "Video Source" dialog box?

One possible reason is that this video device is being used by other applications. If yes, close them. If not, then most probably Watcher  has just exited abnormally because of some improper or illegal operation. As a result, the camera driver used by the program  was not properly released from the kernel. This is a Windows 98/Me bug, however, Win2K and XP have fixed it. When this happens, try the followings:

1. Unplug and plug the  PC camera, and execute the Watcher program again.

2. If the above fails, restart the computer.

It is strongly recommended that you should always exit the software properly.

3. Why is the captured video too dark or too bright? or why is it green or distorted?

If the captured video is too dark to too bright, please simply click on the round button on the top left corner and choose settings and then video source from the menu. The dialog that pops up will let you adjust settings such as brightness, contract, etc.

If the captured video is green or distorted, please refer to the following steps:
Please make sure there is no other webcam software running on the same Watcher PC, for example, it is known that some older version of Microsoft's Lifecam may cause Watcher images to jitter or full of garbage if running in parallel with Watcher. Kill the Lifecam process (use ctrl+alt+del to bring up task manager), or update Lifecam to version 3.6 and beyond.
Please always make sure your webcam driver is up to date. Update it if necessary.
You can try to switch between DirectShow or VfW mode, which may solve the problem. (You can find the settings at Watcher Settings->Video Format and Source).
You can also go to Watcher Setting->Video Settings->Video Source and Format, click on the "Video Format" and do some fine tuning there.
If you using DirectShow option, you can also download the latest DirectX runtime from Microsoft to ensure that the DirectShow runtime components are up to date. Please do a simple search for "DirectX runtime download"in microsoft's website.

If your video display looks speckled or grainy, use the Windows Display control panel to adjust your display settings to view in High Color (16-bit) or True Color (24-bit).

4. When I click on menu->settings, or register, no dialogs pop up, why?

This is a problem occasionally happening with Win98. It never happens in WinNT/2000/XP/Vista.

If you are using Win98/ME, and encounter this problem, please exit Watcher if it is running, download Dwbutton.ocx and replace the dwbutton.ocx under c:windows\system
and then click on start->run, enter:
regsvr32 c:\windows\system\dwbutton.ocx

5. Why can't I use the phone alert feature when I am using TCP/IP connection?

Using TCP/IP connection means that the home PC should be online all the time, so that it has a fixed IP address for you to connect to. There are two possible situations:

* You use your modem to dial up and get connected all day. In this case because modem is occupied, it cannot be used to make another call. Therefore, the phone alert function will not work even if you want to.

* You are connected not using normal modems, for example, you are using *DSL modem, cable modem to get on to the internet. You must install a normal modem in order to use phone alert function. 

6. Why does the Watcher program stop monitoring after a certain period of time?

Is your PC in sleep mode? If the PC is in sleep mode, the Watcher program will not be able to run. 

Note: If you want to leave Watcher to monitor for a long time, you need to set the power scheme's "Turn off harddisk" to "never"!, "System standby" to "never".

Or, did your Watcher software crash? If yes, please refer to here.

7. Why are there some false motion detections or why Watcher does not stop logging video when there is no motion?

Please carefully adjust the motion sensitivity in “Monitoring Settings” Dialog.  A higher motion sensitivity means the software will catch small and non-obvious motion, at the same time it also means it may easily trigger false motion detection even if there is no motion at all.  Adjust it to a satisfactory level according to your own needs, and your own lightning environment.

Cloud or tree movement can easily trigger false alerts, you can use masking option to mask out those unwanted areas.

You can also adjust the "No-more-motion threshold" by clicking on "Fine Tune" under "Video Logging" Settings, to control the threshold which Watcher uses to determine whether there is motion going on or not.

Non-smooth images (flickering) can cause false detection. You should try to make the images smooth, you can change your video driver settings, find them at Video Source. You can try to change stuff like lighting background, turn on the FLICKERLESS mode, etc. Try them until you see a smooth video in Watcher's preview window (capture tab).

Don't leave your room too dark, most of cameras do not perform well in dark condition, the images they capture are flickering in dark environment. Some users also reported that certain types of fluorescent lights are probably creating flickering and keeping the camera from working correctly.

Sometimes, some bad quality or old webcams will produce video frames with changing lightning. These image flickering will easily make the software think that there is some motion. So, if you see a lot of flickering of your video frames in the preview mode, it is time for you to change to a new webcam. Good webcams with carefully adjusted sensitivity level in a properly lighted area NEVER have false motion detection. 

8. Why does Watcher crash (for example, illegal operation)?

There are some very rare cases when Watcher could crash. Though not common, two cases as reported by some users are listed here:

Case A:Crashes upon loading of Watcher or upon starting of recording/monitoring

There are a number of possible reasons:

a. Your video device may not be WDM (Windows Driver Model) or VfW (Video for Windows) compatible.

b. The video capture card, or webcam's driver may be too old. Please go to your own vendor's website to update the driver.

c. You can try to switch between DirectShow or VfW mode, which may solve the problem. (You can find the settings at Watcher Settings->Video Format and Source).

d. If you using DirectShow option, you can also download the latest DirectX runtime from Microsoft to ensure that the DirectShow runtime components are up to date. Please do a simple search for "DirectX runtime download" in microsoft's website.

e. It maybe because Watcher failed to set either the frame size or bits resolution to the supported ones. Please go to Watcher Setting->Video Settings->Video Source and Format, click on the "Video Format" and do the following:

1. Set the frame size to be any one of the following: 160X120, 176X144, 320X240 or 352X288.  

2. Set the bits resolution to be any one of the following: 24 bits, 32 bits, I420 (also called IYUV) or UYVY(also called Y422, UYNV). Change among those supported ones to test for better performance.

f. In Settings->Advance Video Settings, change to low compression ratio, and try again.

g. There are conflicting multiple video drivers in the same PC. Try the following steps:

Click on Start -> Settings -> Control Panel, Double click on Multimedia (Or "Sounds and Multimedia" if using WinMe).

Click the Devices tab, click the + sign next to Video Capture Devices. Do you see multiple drivers or just one driver?

Try to enable just one driver, for example, double-click on the Microsoft* WDM Image Capture, and make certain this is "Use this capture device" set. And disable others (for example, TWAIN).  Or just enable some driver like "Vfw 16 bit driver to WDM...", and disable others.

h.Watcher is highly optimized in order to achieve a faster video compression. Through our years of customer support, we found that in some rare cases, some very particular PC environment can't support the optimized portion, hence we also provide a version of un-optimized Watcher, you may want to try it. Click here to download WatcherFix.zip, unzip it, you will have a new Watcher.exe, use this Watcher.exe to replace the old Watcher.exe under the installation directory (please keep a backup of the original one). 

i. PC's interrupt conflict, conflicting versions of run-time libraries which is usually a result from third party software installation. Therefore, a clean PC is always helpful to avoid crashing.  One of our customer (who had the crashing problems) reported: "Found the problem. Removed the USR Robotics 56k ISA Modem and everything works fine..." We can't find any explanation to the above interesting statement. The only conclusion drawn from this case is that a clean OS is certainly helpful.

j. Though very unlikely, there could be a wrong version of MFC42.dll in the Windows system directory, due to some other software installation. The solution to this problem is to download a patch here, unzip the files (mfc42.dll and Watcher.exe.local) and save them into the installation directory of Watcher, usually similar to "C:\program files\Digi-Watche.com\Watcher\". Following this, when Watcher runs, it will look for the mfc42.dll in its own directory first instead of the windows system directory.

Case B:Crashes after running for some time

Watcher is designed to be a very stable software, and usually it can run for weeks. If it happens to crash after some time of running, there could be a few possible causes:

a. First of all, point b to point h for Case A are applicable here. Please read through them carefully, and follow the instructions.

b. For video capture cards or webcams, theoretically, as long as Watcher can start using it, it should not have a problem even after days. But it is known that some bad made video capture cards have problem of running for hours, they usually hang the system after few hours.  Try update your cam driver to the latest, if that still fails, you probably want to try a good webcam (cheap and simple).

d. A clean PC is always helpful to keep Watcher running for weeks. You can try to run Watcher on other clean PCs, which may help you to narrow down the problems.

e. Besides the above possible cause, another possible cause is the CPU. It is found that AMD processor is more vulnerable to computational intensive and long process (for example, Watcher's video compression and detection). But not all AMD processor behave in this way (at least we have tested Watcher running for days on our AMD CPU). So, switching to a Pentium CPU maybe one of the choices.

f. The last resort (if the above doesn't work) is to make use of Watcher's scheduler. You can refer to this page for help on scheduler. For example, you can set Watcher to run for 58 minutes each hour (set aside 2 minutes for Watcher to exit and start again). Suppose your desire is to run Watcher at 2pm for a continuous 5 hours and perform monitoring as well as broadcasting. You can firstly set Watcher to auto-start monitoring and broadcasting when Watcher is started by scheduler (under Watcher settings-> auto-start settings). Then you can use this scheduler to add in 5 new schedules, at 2pm, 3pm, 4pm, 5pm, 6pm, respectively (you can do this under "Schedule" tab). And then, in "Settings" tab, enable "stop the task if it runs for 58 minutes".

9. Why is the auto dial-up function not working?

If a previous error occurred during dial-up, there maybe a run-away thread hanging in windows. Press Ctrl+Alt+Del to view all windows tasks. If there is a "rnapp" running, terminate it, since it is the run-away dial-up thread produced by previous dial-up error. You can then try again, but make sure the username and password is correct. 

10. Why Watcher says "bits resolution" is wrong and refused to record or monitor?

This is because Watcher fails to set the bits resolution to the supported one, i.e., 24 bits, 32 bits, I420 (also called IYUV) or UYVY(also called Y422, UYNV). 

Please go to Watcher Setting->Video Settings->Video Source and Format, click on the "Video Format" and set the bits resolution to any of the above supported bits resolution.

You can also refer to point b to point d for Watcher Crash Case, which are also applicable here.

11. Why Watcher can't take snap shot, or Watcher's video log file or the recorded video file has 0 size or it simply can't record? or it has file permission error?

First of all, please make sure your webcam or video capture card is WDM (Windows Driver Model) or VfW (video for windows) compatible. Most of the webcams in the market support these two models.

Another likely reason is that the video capture card, or webcam's driver may be too old. Please go to your vendor's website to update the driver.

You can try to switch between DirectShow or VfW mode, which may solve the problem. (You can find the settings at Watcher Settings->Video Format and Source).

If you using DirectShow option, you can also download the latest DirectX runtime from Microsoft to ensure that the DirectShow runtime components are up to date. Please do a simple search for "DirectX runtime download" in microsoft's website.

It maybe because Watcher failed to set either the frame size or bits resolution to the supported ones. Please go to Watcher Setting->Video Settings->Video Source and Format, click on the "Video Format" and do the following:

1. Set the frame size to be any one of the following: 160X120, 176X144, 320X240 or 352X288.  

2. Set the bits resolution to be any one of the following: 24 bits, 32 bits, I420 (also called IYUV) or UYVY(also called Y422, UYNV).

Some Windows 7 may experience file permission errors, this can be solved by simply sharing the installation folder to everyone and do a reboot.

12. Why Watcher does not detect any motion after it starts monitoring?

First of all, please make sure video recording works and you can play back the recorded video clip. This is because motion detection involves with video capturing and analysis which is also involved in video recording. Doing this can narrow down the problem.

If recording works, and motion detection does not, please adjust your motion sensitivity carefully in Watcher's settings dialog, and if possible, use masking.

If recording does not work, then there must be some problem with camera settings. Please follow the instructions here

13. Why Watcher does not start monitoring/recording/listening/broadcasting after it is auto-started by Scheduler, NT service or Windows?

First of all, please make sure the auto-start settings are set properly.

If the settings are correct, most probably it is because the Task tab under scheduler program has been modified, while it should not be modified. If it has been modified, please make sure the "Run:" is set as:

"C:\Program Files\Digi-Watcher.com\Watcher 2.02\Watcher.exe" task

Do not ignore the task parameter.

And the "Start in:" is set as:

"C:\Program Files\Digi-Watcher.com\Watcher 2.02"

If the installation directory is different from the above sample, please modify accordingly.

14. Why is the alerting email's, FTP uploaded or broadcasted webpage's JPEG image Digi-Watcher's logo image or simply shown as a "X"? 

Please verify Watcher's recording capability, and make sure you can play back the recorded video clip in the log tab. This is because Recording and JPEG image saving use the same webcam capturing and processing mechanism, so verifying this can narrow down the problem. If recording does not work, please refer to here to resolve the problem.

Did you remember to check the settings for broadcasting? If it's broadcasting to remote FTP server, pls make sure you ticked the "broadcast jpeg image to remote server..."

If it is for broadcasting, sometimes, the problem is also due to a too-short auto-refresh interval, if your network is slow, maybe the image didn't get a chance to be completely loaded before it starts refreshing. You can try to increase the auto-refresh interval,

15. Why Watcher can't connect to the SMTP server during email alert? or why it simply can't send any alert email?

Please make sure the server is an SMTP server, not of other types. It should look like xxx.xxx.xxx.xxx, for example: smtp.ati.com or 123.22.32.211 If you don't know what a SMTP server is, please refer to here.

Do a "ping xxx.xxx.xxx.xxx" at your dos-prompt (Accessories->Command Prompt), to make sure that this SMTP server is reachable. (the xxx.xxx.xxx.xxx is your SMTP server)

Please make sure there is no firewall block the SMTP port (usually 25).

It maybe also because the SMTP server requires an authorized input source email address, instead of a faked email address. Please click on "More email settings", and enter your email address that you normally use with the specified SMTP server.

If it is a correct SMTP server, and it is "ping-able", then it will definitely work. Some SMTP server requires user name and password, please make sure they are correctly entered. Please also make sure you have selected the right authenticaton mode, e.g. "Auth Login" (more commonly used) or "Login Plain", try diffrence ones until one works. Use the "Test E-mail sending" feature to make sure everything is correctly setup.

Note, some virus checker like McAffee may treat this automated email alert as spam email or worm threat and quarantine it. Appropriate setting within the virus checker should be adjusted.

Please also note that when email alert arrives at your target email address, it may also be mistakenly treated as junk mails, look into your junk mail folder if that's the case.

16. Why can't audio work?

First of all, please try windows default "Sound Recorder" under accessories to make sure your audio input device works properly. 

Please also look into control panel, and check the other audio devices, and make sure there is no settings like "only use this device", or "only use this preferred device".

17. I use multiple Watcher installation for multi-cam, why can't Watcher remember the camera?

Watcher, as well as most of the webcam software, remembers the video device driver, and the video device driver controls the video source. If there are two video device driver A, B on the PC, A connecting to camera X, while B connecting to camera Y, since Watcher has no problem of remembering the video device driver, there will be no problem with remembering the video source. 

If video device driver B connects to more than one type of video source, for example, Y and C, Wather can only remember video device driver B, as for which source should B connects to (Y or Z), that is within the control of driver B. So when you use Watcher for multi-cam, it is preferable that those cameras use different drivers.

18. When Watcher is auto-started by Windows upon windows start, why can't Watcher find the camera, or even crashes? 

Does Watcher crash when it starts normally (not auto-started by windows)? If yes, please refer to this page for troubleshooting instructions. 

If Watcher only crashes when it starts automatically by windows, the reason for crashing could be the webcam didn't get enough time to load itself before Watcher starts, so Watcher doesn't detect the webcam or it detects a half-loaded webcam, hence crashed. In that case, you can probably use some utilities like Dowinstartup to delay the startup of Watcher. You can find where to download Dowinstartup by searching it from google. 

Please make sure you put a parameter "task" after the command line (when using dowinstartup, please also make sure Watcher starts in its own directory.

19. Why Watcher Scheduler doesn't work?

Please make sure that you entered the correct Windows login password if the scheduler requires you to do so. If your windows doesn't require a login, create a Windows login account and try again. It shouldn't be software's fault, because Watcher's scheduling makes direct use of Windows Scheduling tool. You can actually use Windows scheduling tool (you can find it in Control Panel), and schedule Watcher from there, which can achieve the same scheduling effect. You just need to make sure the "Run:" is set as: 

"C:\Program Files\Digi-Watcher.com\Watcher 2.30\Watcher.exe" task 

Do not ignore the task parameter. You also need to make sure the "Start in:" is set to Watcher's installation directory ("C:\Program Files\Digi-Watcher.com\Watcher 2.30"). If you still have problem with that, try to use Windows Scheduling tool to schedule a simple program like notepad, etc, in order to narrow down the problem.

20. I had problems using Watcher's broadcasting function (broadcast to local web server), can you help?

First of all, this webpage can give you a rough idea of broadcasting.  

If you can't even see the live image on the internet browser of the same Watcher PC, please refer to this page.

If you are using a mobile device (e.g. iPhone, Android smartphones like HTC, Samsung, etc.), and if your browser shows the image but does not auto-refresh the image, it could be due to browser problem. For example, switching from Opera Mini to Opera Mobile would solve the problem. Please also make sure Javascrip support of your browser is turned on (usually yes).

If you can see the live image on the internet browser of the same Watcher PC, but no image at all on another PC or mobile device, please read below: 

To access the broadcasted video from another PC, you can use the following URL address in the browser: http://xxx.xxx.xxx.xxx/Broadcasting/broadcast.html Please note that xxx.xxx.xxx.xxx is NOT 127.0.0.1, because 127.0.0.1 is representing the local PC, equivalent to "localhost". You have to find Watcher's real IP address, and put there, click here to find out how to find Watcher's IP address.

Please also make sure that your Watcher PC can be "seen" by the remote PC where you launch the Internet Browser. Try to "ping" Watcher PC's IP address on the remote PC to verify. (in the remote PC's DOS-Prompt or Command Prompt, type "ping xxx.xxx.xxx.xxx" where xxx.xxx.xxx.xxx is Watcher PC's IP address) If it failed, it could mean that either Watche is behind a firewall, or Watcher's IP address is a LAN address (e.g. 192.168.x.x), while remote PC is outside the LAN, hence Watcher's IP address is not identifiable by remote PC (The analogy is that "mum" is uniquely identifiable in home, but not in a city). However, because your router should have a globally unique external IP address, so we can solve this problem by techniques like port forwarding, which is to set your router to forward request to your router on certain IP port (for broadcasting, it should be 80 or your specified web server port) to Watcher PC. Then in any remote PC's internet browser, instead of using Watcher PC's IP address, you should use the router's external IP address. You can consult your network admin or ISP support personnel if you have any doubts on your network connection. There is also some information on how to do port forwarding in this webpage from portfoward.com :

http://www.portforward.com/english/applications/port_forwarding/DigiW/DigiWindex.htm

Is Watcher software at your home PC behind a personal firewall? If yes, you need to configure the firewall to allow connection from outside at port 80 (or your specified web server port). If the firewall is a company firewall, ask your network admin. If you are using personal firewall on Watcher PC, for example, ZoneAlarm, configure it well (you can try to disable ZoneAlarm to be sure it causes the problem).

Lastly, always remember to clear your internet browser's cache or temporary files, just in case a full cache or temporary files and low disk memory causes some troubles of using internet browser to view broadcasting.

21. Why the hot key "ctrl+shift+F9" can't bring Watcher up from the hidden mode?

There are three possibilities: 

1. You have a software installed which hijacked "ctrl+shift+F9". To make sure this isn't the cause, close all windows, and press the hot key again.. 

2. You have a protection software that prohibits any software from watching on what keys user typed in. Watcher, when running in hidden mode, constantly watching on the key that user enters, if user enters "ctrl+shift+F9", Watcher will pop up. Unfortunately, some other password stealing software is doing the same, so your protection software may have treated Watcher as one of the bad guys. 

3. Very unlikely, your "F9" key is damaged.

22. Watcher fails when it does FTP upload (for FTP alert or broadcasting to remote FTP server), what to do?

Do a "ping xxx.xxx.xxx.xxx" at your dos-prompt, to make sure that this FTP server is reachable. (the xxx.xxx.xxx.xxx is your FTP server). Do not use ftp://, please just put the FTP address without ftp:// in the settings box. For example, you should enter members.cox.net into the settings box, instead of ftp://members.cox.net

Please also make sure there is no firwall blocking FTP port (some companies do block the FTP port, and XP has a default XP firewall which might block FTP port, you can open the port by following the instructions shown here). If your other FTP programs work, it should be OK. If it is a correct FTP server, and it is "ping-able", then it will definately work. 

Please also make sure the path (directory relative to your default FTP login path) in the FTP server, the username, the passwords are all correctly set. For example, the path may be: public_html. Please also make sure that if you have multple layers of path/directories, use the correct direction of the "slash".

You may also try to turn on/off passive mode. You can use the "Test FTP upload" button to test the FTP server before you actually do the broadcasting.

23. The alert email sent from Watcher contains unknown characters, it's like the image being converted to texts, why?

First of all, please make sure the email settings are correctly set. Under Watcher's settings dialog -> Monitoring Settings -> E-Mail Alert -> More Email Settings, try to tick or un-tick the choice of "MIME encoding" and "HTML", these might be able to solve the problem.

Note that some of the anti-virus software has utilities like outgoing email checker, which can mistakenly convert images of Watcher's alert email into texts. Some of our customers resolved this problem by simply switching off the "Certify outgoing mail" option within the anti-virus software.

 

RemoteView

1. Why is the modem connection not working (no connection could be made)?

If it says "connected", but there is no video, please refer to here. Otherwise, please refer to Modem Connection Problems.

2. Why is the TCP/IP connection not working (no connection could be made)?

If it says "connected", but there is no video, please refer to here. Otherwise, please see below.

1. Make sure your home PC (where your Watcher software is running) is in "Listening" state.

2. Please also make sure that your Watcher PC can be "seen" by the RemoteView PC. Try to "ping" Watcher PC's IP address on the RemoteView PC to verify. (in the remote PC's DOS-Prompt or Command Prompt, type "ping xxx.xxx.xxx.xxx" where xxx.xxx.xxx.xxx is Watcher PC's IP address) If it failed, it could mean that either Watche is behind a firewall, or Watcher PC's IP address is a LAN address (e.g. 192.168.x.x), while RemoteView PC is outside the LAN, hence Watcher PC's IP address is not identifiable by RemoteView PC (The analogy is that "mum" is uniquely identifiable in home, but not in a city). However, because your router should have a globally unique external IP address, so we can solve this problem by techniques like port forwarding, which is to set your router to forward request to your router on certain IP port (for listening, it should be 5003 or your specified port) to Watcher PC. Then in RemoteView, instead of using Watcher PC's IP address, you should use the router's external IP address. You can consult your network admin or ISP support personnel if you have any doubts on your network connection. There is also some information on how to do port forwarding in this webpage from portfoward.com

http://www.portforward.com/english/applications/port_forwarding/DigiW/DigiWindex.htm

3. Is Watcher software at your home PC behind a personal firewall? If yes, you need to configure the firewall to allow connection from outside at port 5003. If the firewall is a company firewall, ask your network admin. If you are using personal firewall on Watcher PC, for example, ZoneAlarm, configure it well (you can try to disable ZoneAlarm to be sure it causes the  problem).

4. If you are using proxy on RemoteView PC, double check your RemoteView's TCP/IP setting to get the correct SOCKS proxy address and port, etc. If your RemoteView is behind your company's firewall, learn how to bypass it!

5. We also recommend you to run both Watcher and RemoteView on the same PC and let RemoteView to connect to Watcher so that to be confirmed it is purely a networking problem.

In addition, you are strongly recommended to go to quick start page on using RemoteView to connect to Watcher, and try to identity a scenario that best describes your situation.

3. Why is the video streaming so slow when I use TCP/IP connection or modem-to-modem connection?

Many factors can affect streaming's frame rate and image quality. If you need more speed, you can adjust several settings of Watcher to get the best possible frame rate. Here are some tips:

  • More bandwidth is better. ISDN, ADSL speeds or LAN speeds provide the best quality.
  • The processor power can make a big difference. An MMX processor is the best, although a Pentium 133 (at a minimum) will also work.
  • Go to Video Format, change to a small video size whenever possible because it's faster.
  • Go to Video Format, choose high compression ratio.
  • Less movement increases the frame rate video compression is based on movement. The less you move, the smaller the amount of data that needs to be sent.
  • Less complex images increase the frame rate. You can improve the rate by pointing the camera at a white wall and by adjusting the lighting and the camera.
  • Set the Windows Desktop to 16-bit color.

4. Why it says "connected", but there is no video shown on RemoteView?

If there is already another RemoteView connected to Watcher and streaming video from Watcher, this RemoteView will not be able to retrieve video from Watcher. This is because the current Watcher only supports one RemoteView connection at one time.

If this is the only RemoteView connecting to Watcher, and the problem occurs, please first of all verify Watcher's recording capability, and make sure you can play back the recorded video clip in the log tab. This is because Recording and Video Streaming use the same video capturing and compression mechanism, so verifying this can narrow down the problem. If recording does not work, please refer to here to resolve the problem.

Please make sure there is no other webcam software running on the same Watcher PC, for example, it is known that some older version of Microsoft's Lifecam may cause streamed images to jitter or full of garbage if running in parallel with Watcher on Watcher PC. Kill the Lifecam process (use ctrl+alt+del to bring up task manager), or update Lifecam to version 3.6 and beyond.

Modem Connection Problems

1. Why do I encounter errors (didn’t hear any dial tone, or simply won’t work) when I try to use phone-alert or modem-to-modem connection?

Note, the modem here refers to dial-up modem (PSTN modem).

1.1. Do not dial up to your ISP when you want to use phone-alert or modem-to-modem connection. Dialing up will make your modem port occupied; hence our software will not be able to access the modem.  Similarly, please make sure there is no other software that is occupying the modem. 

1.2. The most obvious cause is that you've not powered on your modem, or simply neglected to plug your telephone line into your modem. Double check to make sure. Or the telephone cable may be spoiled -- try plugging a handset into the same line and ensure that you can get a dial tone.

1.3. A common problem is plugging your telephone line into the wrong jack on your modem. Many modems have two jacks, one for the telephone line and one for a telephone handset. On some of these modems (e.g., USRobotics), you won't be able to get a dial tone or otherwise use the modem if you plug the telephone line into the telephone hand set jack. Double check to make sure.

1.4. Another common problem is that some other device on the same telephone line (e.g., a telephone answering machine) is off-hook. Double check to make sure that all other devices are on-hook.

1.5. There may be a problem on your telephone line. Make sure that you can get a dial tone on a telephone handset connected to and through your modem when the modem (or computer in the case of an internal modem) is turned off. If there is a problem with your telephone line system, then there is nothing we can do about it.

1.6. It may be that your modem can't detect the dial tone or too slow to catch the dial tone even though it is connected properly to the phone line. (For example, many voicemail systems use a "stutter" dial tone or beeping when you pick up the phone to indicate that you have voicemail waiting. These unexpected sounds can make the modem think there is no dial tone.)

a.    Placing two or three commas before the phone number instructs your modem to pause before dialing.

b.    Increase the amount of time that the modem waits for dial tone by changing the initialization string to set the number of seconds to wait in register S6 (e.g., S6=5).

c.    Lower the Xn setting in the initialization string to an odd number value to force the modem ignore dial tone and dial blindly (e.g., X3 instead of X4, or even X1).

An initialisation string is a set of commands sent to your modem to configure it so that it operates in a particular way. An initialisation string can in some instances help you overcome connection difficulties.
To enter an initialisation string for Windows NT, 98 & 95:


Double Click on My Computer
Double Click on Control Panel
Double Click on Modems
Click on Properties
Click on the Connection Tab
Click on the Advanced Tab
In the extra settings box type at&fX3s6=5.

 

2. Why can I hear my modem making noises (handshaking) but it doesn't connect? (during modem-to-modem connection)

An incomplete handshake is due to some communication problem between the two dial-up modems. This can occur for a number of reasons, some of which are as follows:

One of the most common reasons for an incomplete handshake is that the drivers or firmware for the modem need updating. You can get the current drivers and firmware for your modem by contacting the Modem Manufacturer, or simply visiting their website and find the driver.

If you suspect that your Modem Driver may be the problem, you can try using a standard driver. (Note: Only applicable to external modems!) To install a different driver on Windows NT/98/95:

Open the Control Panel. (Click on the Start button then Settings then select Control Panel)

Double click on Modems.

Click on Add

Place a tick in the box Don't detect my modem; I'll select it from a list

Select a Standard Modems. Click Next

Select the appropriate Communications Port for your modem.

Click on Next then click Finish.

  3. Why does my connection keep dropping out?

If there are devices that draw current (eg phone/fax/answering machine) on the same phone line you should unplug them. If you have call waiting on your telephone you need to turn it off.

#43# turns call waiting off
*43# turns call waiting on

Try getting the latest drivers and firmware for your Modem.

4. Why there is an error message "Modem CreateFile using COM2 Failed"?

This is because there are other utilities occupying the COM port connected to the modem. Please make sure the modem is plugged in, powered on, and there are NO other software occupying the modem, for example, dial-up network. Some software can occupy the modem without your notice, for example, WinXP's default Fax Monitor.

If you are sure there are no other software occupying the modem, you can
try to re-install the modem driver.
 

 


Digi-Watcher.com. - A total solution for digital video surveillance

support@digi-watcher.com

Last updated 25-September-2013.
 

Introduction
   -- Watcher QuickStart
   -- Remoteview Quickstart
 
Help on Watcher
   -- Capture Mode
   -- Log Mode
   -- Settings Manual
       - Part 1 - General
       - Part 2 - Video
       - Part 3 - Monitoring
       - Part 4 - Listening
       - Part 5 - Broadcast
   -- Multi-cam Solution 
   -- Scheduling
 
Help on Remoteview
 
DGW-AVI Converter
 
How to Register
 
Troubleshooting
 
FAQ