Company FAQ
Do I need anything special to buy from you?
We only sell to resellers and installers. You must mail or fax your resale certificate to us before we can process your order. For payment, we accept credit cards, money orders or checks. To keep our prices low we only offer credit to government agencies and very large companies who meet our credit requirements.
What kind of support do you offer?
We have a on-site technical support from 8:30am to 5:00pm Monday thru Friday EST. Contact technical support at 904-855-1121. If the tech line is busy please leave a message and someone will call you back shortly. Alternatively you can send email to: tech@optiviewusa.com and they will make sure the problem or question gets handled asap.
What happens if I have a problem with a product?
Most problems can be handled over the phone with technical support at 904-855-1121. If the matter cannot be resolved over the phone you can send the equipment back to us and we will repair or replace it (for free if its under warranty). If you need an advance replacement, that can handled too. Call us and we will help you.
Product FAQ
I have a DSL/Cable Internet connection and I want to view my DVR over the Internet. How do I do this?
Download the Remote Client Manual which will explain everything.
I need the static IP address information for my connection.
Contact your Internet Service Provider (ISP) and request this information.
Do I have to make changes in the DVR software for me to connect remotely?
No. The only option is to allow incoming connections. This is on by default There is no place in the DVR software to put any IP information.
I have the static IP information for my connection. Where do I enter that information for the DVR?
The DVR is like a standard WIN XP computer. Follow the instructions from your ISP to enter the information into the network adapter. See the Remote Client Manual for more details.
How many Frames Per Seconds will I see with an 8 Camera 120fps DVR?
There is no way to tell exactly how fast your video will come across the Internet. The speed depends on your connection to the Internet and the DVR's connection to the internet as well. The same applies for a modem however the speed of a modem is extremely slow and you will not be happy with the performance over a modem connection.
How many computers/people can I have connected to and viewing a DVR remotely?
Up to 50 connections to the DVR can be made at a single time. However, with a modem there can only be 1 person connected to it at one time due to phone line restrictions.
What are the RCA jacks for on the back of the DVR?
They are for switching video out. They display one camera. At timed intervals they change to the next camera.
I want to view my DVR screen on a TV just like I see it on my computer screen.
You will need to buy a separate module that will allow you to do that. We have the "Ultimate 2000ex", the cost is $79.
What about tech support?
Tech support is available via phone 9-5 EST Monday - Friday. We do ask that you read the manuals before you call, this is to save you time and help keep our phone support free.
What about Email tech support?
Email tech support at tech@optiviewusa.com Emails are normally answered within 12 hours and it may be faster to email than to call. This way we can send you a link or any software that you may need.
What happens if I have a problem with a product?
Most cases will require you to return the item before we can send out a new one. In some cases we can charge a credit card and later credit it back after the item is returned.