FAQ

Q1: How do I import the devices from my old ICRSS Pro / IC View App into this new IC VIew + App?

1. Create a device card on the old app, then use the new app to scan the QR code from the device card.

2. See this video link for more information.

Q2: Invalid username/Incorrect password/Forgot password

1. Please confirm the username and password you are using is correct.

2. If you have forgotten the password, factory reset the device, and then log in to the App again with the new credentials.

Q3: Can this app support Legacy devices (such as VTOs and pre 2012 devices)

1. This app may not support all Legacy devices. We recommend users with legacy devices to continue using the older IC View or ICRSS pro apps for Legacy device support.

Q4: Locked account

1. An account will be locked due to multiple login attempts with the incorrect login credentials. Please wait until lock period ends or you can restart the device to unlock.

2. Make sure that the username and password is correct or enter it again.

3. If you have forgotten the password, factory reset the device, and then log in to the App again with the new credentials. You may need to contact your local installers to reset a recorder.

Q5: Device connection failed/Login timeout

1. Make sure that the device is connected to a network.

2. Make sure that the port and IP are correct. Default IP/domain port for a camera is 37777 (32789 for most Recorders).

3. If using a local IP to access the device, make aure the mobile device is on the same local network

4. If using an external IP or DDNS to access a device, make sure that the port forwarding rules are correct for the TCP port.

Q6: Over max user connections

1. The prompt means that current device has reached a limitation of the maximum connections to it. If you want to add this device to your App, please reduce users connected to this device or reboot.

   *These connections can include Desktop software or web login as well as connections to recorders or integration systems

Q7: Out of resources. The system is currently busy

1. Restart the device or reduce users connected to the device.

Q8: Alarm notification cannot be received

1. If the device does not support alarm notification push, then your mobile phone cannot receive alarm notification.

2. Make sure that the device is connected to a network and live view is available.

3. Make sure that the device or channel has subscribed alarm notification.

4. Make sure that the event the app is subscribing to is setup and enabled in the device.

Q9: Alarm notification fails to subscribe

1. The device does not support that type of event notification subscription.

2. Make sure that the device connects to network correctly and live view is available.

3. Make sure that the event the app is subscribing to is setup and enabled in the device.

Q10: The device can connect to the App through Wi-Fi but not cellular data

If the device can be used in a Wi-Fi network, it is using the local IP. If you need to connect to it using cellular data, you can:

1. Setup Port Forwarding for TCP port and add to the App with the External IP

2. Connect to the device using P2P connection

Q11: Failed to play back videos and snapshots

1. Enable the recording/snapshot plan for the device.

2. For picture playback, you will need to set the snapshot to motion detection mode or timing mode. (Under Encode > Snapshot)

3. If the problem persists, check if the device storage component is loose, or the recording disk is damaged.

Q12: Live view has significant latency

1. Change main stream to sub stream.

2. Network bandwidth may be insufficient. We recommend you to use a better network.

3. Mobile phone decoding capacity is limited. You can play live video using one window, or adjust definition from HD to SD.

Q13: Wi-Fi configuration fails

1. Make sure that the mobile phone is connected to a Wi-Fi network and check Wi-Fi SSID/ password during network configuration.

2. Do not use dual band router with 5G frequency.

3. During network configuration, keep your mobile phone near to the device (about a foot away).

4. If the problem persists, you may need to reset the device, and then reconfigure the network.

Q14: Device initialization failed

1. Make sure that the device is connected to a network.

2. Make sure that the mobile phone and the device are in the same LAN with either Wi-Fi connection or wired connection.

3. If the problem still persists, please reset the device.

Q15: Device IP is not in allowlist or in blocklist.

1. Please log in to the device as admin user.

2. Please set your account in or disable the allowlist/ blocklist (IP Filter) management of the device.

Q16: No operation permission

1. This is due to using an account with limited permissions.

2. Log in to the device as an admin user, and set permission of the device account in user management.