Frequently Asked Questions (FAQ)

How can I add a device with only the serial number?

1. Press the home icon

2. Press on device towards the bottom of the screen

3. Press on the plus symbol in the top upper right corner. Then choose P2P/SN.

4. You can manually enter SN or by scanning QR code from recorder in the P2P section in local interface.

Can I share ICRSS Pro on other devices?

Account can be shared up to five devices within the same operating system (android or iOS).

What's the difference between ICVIEW and ICRSS Pro?

ICVIEW  mobile app is for viewing devices and used for playback. ICRSS Pro is a paid app that allows you to receive notification alerts within the app.

Error Message:  Locked account.  What is the fix?

1. Account is locked due to multiple times of incorrect input, please wait until lock periods ends or you can reboot device to unlock.

2. Please check if device password is incorrect, or enter password again.

3. If you forget password, then you need to reset device, and then login device via mobile phone client.

Error Message:  Connection failed/login timeout.  How do I troubleshoot?

1. Please check if the device is in the correct network, eliminate possibility of offline.

2. Please check device parameter config:

2.1. ICDDNS address is "xxxxxx.icddns.com"

2.2. Please check if port and IP are correct, IP/domain port is by default: 37777

3. Try to switch device port, eliminate service provider port shielding or other device in LAN uses this port.

4. Eliminate mobile phone network problem, switch network type or service provider to try.

Error Message: Over max user connections.  What does it mean?

1. Prompt "Over max user connections" to mean that current connected devices have reached max user limit. If you want to continue using mobile phone client to connect the device, you shall reduce user quantity connected to other devices.

Error Message:  Insufficient resource, system is busy.  What does it mean?

1. Please reboot the device or reduce user quantity connected to the device.

I cannot receive Push Notifications after setting them up in Alarm Manager.  How can I solve this?

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

2. Make sure if device connects to network correctly and if preview is available to eliminate possibility of offline.

3. Cannot receive alarm, please check if mobile phone client has subscribed alarm of device or channel, if not, alarm will not be auto sent.

4. If all of the above operations are proper, then check if mapping of device port is correct, you can try to switch http port for mapping.

I cannot subscribe to Push Notifications in Alarm Manager.  What is wrong?

1. The device does not support alarm push.

2. Make sure if device connects to network correctly and if preview is available to eliminate possibility of offline.

3. Try to change device http port, map again to prevent port conflict or occupancy thus causing connection to other devices which do not support alarm push.

I can connect to my devices via Wi-Fi when on the same LAN (Local Area Network) , but I cannot connect via 4G/5G or different Wi-Fi networks .

1. Connection via Wi-Fi works, so the LAN connection setting is correct.  Please try the following via mobile phone:

• • • Add a static WAN IP of the device.
    • Place the device 'behind' the router with the WAN IP of the network, and setup port forwarding in the router firewall table for TCP and HTTP ports (32789 and 80, by default, respectively)
    • If the device supports P2P and P2P registration is successful, then you can add the device information by selecting P2P. 

I cannot playback records or snapshots.  How can I diagnose the issue?

1. Check if the device has set a recording or snapshot plan. If not, the mobile phone client cannot playback.

2. If you are trying to playback by picture, then you will need to set the motion detection or snapshot timer.

3. If you still cannot playback while setup is correct, then check if the internal HDD or SD card is disconnected, or if the disk is damaged.

The video preview is stuck or laggy.  How can I improve this?

1. You can select device bit stream type, and change from main stream to sub stream.

2. May be network bandwidth is insufficient, we recommend you to change to a better network environment. 

3. May be that mobile phone decoding capacity is insufficient, so please try preview in one window, or adjust definition from HD to SD/auto.

Failed to configure Wi-Fi of device

1. Check if mobile phone connects to Wi-Fi, and check Wi-Fi password.

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

3. When you are connecting network, mobile phone shall be close to the device (max distance 30cm), if too far, the matching of connection will fail.

4. If a device has been configured with one network, and to connect to other network, you shall reset device, otherwise the matching of connection will fail.

5. If you still cannot solve the above problems, please reset device.

Failed to initialize device

• Make sure device is correctly connected and networking is working.
• Make sure mobile phone and the device are in the same LAN, otherwise you cannot initialize device. In other words, Wi-Fi of the mobile phone and Wi-Fi or wired network connection of the device must be the same.
• If you cannot solve the above problems, please reset device.

Not on device white list or black list

1. Please log in as admin user.

2. Please manage and set your account in white list or black list management of the device.

Error Message:  No operation rights.  What does this mean?

1. You do not have corresponding right to operate the system.  An administrator has created a user account for you with specific permissions to limit your access.

2. Please log in as admin user and please set the permissions of your account in User management.