Frequently asked questions


I have installed the agent software and added the DVR but in the mobile app, I could not see the health of my surveillance system. Why?

After installing agent software, it needs to be added to a group. Only group admin has privilege to add an agent to a group

Health monitoring agent installation

What are the prerequisites for installing agent software?

OS should be Windows 7 SP1 or higher. You need to have an internet connection in the machine where the agent is running.

Do you support only analog camera ?

Yes, we do support analog and digital cameras.

I have installed the agent software but not able to register

Please contact our support team to check whether your email address is configured

I have installed the agent software. I have to add the dvr to monitor the analog cameras. How can I do that ?

Please click here to see the set up video for the agent software and adding devices.

Do I need configure health monitoring ?

Yes, You need to have an internet connection in the machine where the agent is running. We have a stand-alone version called On Premise edition. You can contact our customer support for more details.

My surveillance system contains 2 NVRs and 48 IP cameras. Do I need to add each IP camera to the agent ?

No. You don’t have to add all the 48 cameras one by one. Instead you can just add the 2 NVRs and the cameras will be automatically detected

I have completed the set up and my surveillance system contains one DVR and 5 cameras. My DVR is an 8 channel one. I can see the channels which are not connected are shown as camera errors in the mobile app. Why ?

We check the connectivity by default and marks as error where a camera is not detected. However, you can go to the agent software "Camera details" tab and mark the connected status of the free channels to false. Once you set this up, the health status from those channels will be ignored.

I can see only HikVision, Dahua, CP Plus, IP camera in the camera type in agent software. Do you support only these agent types ?

We have full support for HikVision, Dahua, CP plus and basic health monitoring support for other brands.

Where can I find the the IP address of my DVR/NVR ?

Your DVR’s IP address and related information is all located in the DVR/NVR’s network menu. Make sure DHCP is disabled in the device

Where can I find the port related information of my DVR/NVR ?

By default the camera manufactures have a default port setting as below.

  • HikVision = 8000
  • CP Plus = 25001
  • Dahua = 37777

But this default port setting may be modified by your administrator and you can see the related information in the DVR/NVR’s network menu.

How to add dvr to agent if my remote location is having static ip?

If you have static ip then a permanent public ip is assigned to you by the Internet service provider (ISP). In such cases if dvr tcp/server port is forwarded in modem, then dvr can be accessed from outside location via the static ip. You can be add dvr to agent by giving dvr ip.

How can I add dvr in agent with if I don’t have static ip in remote locations?

You can configure our ddns in dvr and port forward the dvr tcp/server port in modem. Once DDNS is enabled and configured, dvr can be accessed from outside network via DDNS. DVR can be added to Agent by giving ddns details.

How to add dvr in a tunnelled network?

Tunnelling allows secure movement of data from one private network to another across a public network, such as the Internet. In a tunnelled environment dvr can be accessed with dvr ip from a different location but within the tunnelled network. DVR can be added to Agent with dvr ip itself.

My device is not Hikvision, CPPlus or Dahua but has ONVIF support, how can I add device with ONVIF support in agent?

In agent select DVR make as ONVIF and add dvr by entering DVR ip, username, password and port number.

What all features are supported by different ONVIF profiles in device?
For Onvif Profile G

Application shall be able to get device information such as DVR/NVR health, Cameras’ health, model and firmware version, get and set time of the device

For Onvif Profile S

Application shall be able to get device information such as DVR/NVR health, Cameras’ health, model and firmware version, get and set time of the device, able to move PTZ camera, stream video and audio using the selected profile over RTSP.

For Onvif Profile T

Application shall be able to get device information such as DVR/NVR health, Cameras’ health, model and firmware version, able to get and set time of the device, able to move PTZ camera. Application shall be able to receive a stream and decode H.264 and H.265, able to receive all types of Motion and Tampering events, able to receive Jpeg snapshots, able to stream audio and send a stream of AAC encoded audio.

For Onvif Profile Q

Application shall be able to get device information such as DVR/NVR health, Cameras’ health, model and firmware version, able to get and set time of the device, monitor events like storage failure and last backup.

My DVR is in a local network and the agent software is in a remote location. Is it possible for me to set up monitoring?

Instead of IP address of DVR, you can use the public IP of the location where DVR is installed. In this case the tcp/server port of the dvr needs to be forwarded in the router. Also, the connectivity will depend on the stability of internet.

If you can port forward the DVR/NVR in the private network, you should be able to configure health monitoring.

We support all health issues except camera image quality check for all IP cameras. And yes, you need to select IP camera

What is port forwarding and how can I set up?

Port forwarding is a configuration setting in your router, that is essential to making your security DVR or NVR accessible from online using either your computer or mobile device. Depending on the manufacturer of your surveillance video recorder, it will use specific ports for web login, data communication, and video streaming to serve up the camera feed.

Number of supported cameras as per Licence information is 500. How can I increase this number?

You can contact our support team for licence extension and for increasing supported device count.

Smart Surveillance mobile application

How can I add more users to my mobile application ?

Go to the user management section and click on Add icon in top right corner. Only admin users have permission to invite other users to the group.

How can I raise a ticket for an issue ?

In the health page click on the ticket icon next to the device name. You can assign and raise the ticket. A mobile notification and email will be sent to the assigned person. There is option to send SMS also.

How can I close a ticket assigned to me?

Clicks on tickets in the menu. Select the assigned ticket. You can either give a planned date for attending the issue raised or can close the ticket for review. The ticket can be closed only by the person who has raised the ticket.

How can I configure my vendor email as recipient ?

First, the vendor needs to be invited to the group. Go to the ticket configuration section and select the group member and give a assignee group

What you mean by "Turn around time" ?

Turn around time is a measure of time taken to close the tickets raised.

How do I receive notifications in my mobile if my cctv device health status has changed ?

Navigate to configuration page. Click on notifications. Enable the notifications you like to receive.

How can I update or edit DVR/NVR Username and Password from a mobile application?

Only admin users have the permission to edit/update DVR details on the health portal. If you have an admin login go to configuration and their select DVR configuration.

My agent is offline in portal and mobile application but smart surveillance exes are running in pc

1. Check if internet connection in agent installed pc is active

2. Check if any firewall is enabled in agent installed pc. Firewall can be both hardware and software. If firewall is enabled, make sure below server addresses are accessible from application installed pcs.

Central monitoring application

My surveillance system contains HikVision and CP Plus cameras, can I use the Smart Surveillance Central monitoring to view both camearas in the same view ?

Yes, you can view any CCTV camera model with Smart Surveillance Central monitoring application.

My PC shows .Net version Less than 4.6.2 while installing VMS? How to rectify this issue?

You can download and install .Net version 4.6.2 or higher from Microsoft website. Click here to download .Net Version 4.6.2

When I login to Central Monitoring software, I can see an option called "Remote login". What is "Remote login" ?

This option is to view the video from the secondary cloud backup, if you are using secondary cloud backup feature

Do I need to check ‘Auto Load’ Option? What is Auto Load?

If you check the Auto Load option, you don’t need to select a group each time. Group will be automatically loaded soon after you login to VMS.

I have logged into central monitoring system, I clicked on devices and double clicked on the camera but no disply. Why ?

You have to create a view of required number of columns and rows first. Then you can drag and drop the cameras from the "Devices" section in each cell to view.

After login to VMS, I can’t view any DVRs under devices option? Why?

You need to select a group for loading devices. The group selection menu is available in the start page or file -> group selection.

I have some not working cameras, how can I hide those cameras from VMS?

You can mask these cameras from the agent.

How to configure a database with VMS?

You can create and activate database after installing SQL Server express from Microsoft website.

For features like Incident management with peer notification and single report generation, how to configure SQL in LAN for VMS?

Please configure SQL database in LAN and point all VMS to that database for enabling features like single reporting and Incident Management with peer notifications. Click here to view steps for configuration.