Support
Swan provides on-site support service to our existing customers, including:
- On-site CCTV, DVR and power devices trouble shooting
- CCTV, DVR and Cable repair
- Regular periodic checkup
- Annual maintenance
Our support team coverage
- Hong Kong, HKSAR
- Macau
- Guangdong Province (Shenzhen, Zhuhai, Zhongshan, Dongguan, Guangzhou, Shantou)
- Shanghai
Warranty - for End-users
- DVR system - 12-months on-site one by one replacement. 8-hours response time.* (upon stock available or replace with similar items)
- Cameras - 12-months on-site one by one replacement. 8-hours response time.* (upon stock available or replace with similar items)
- Cable - 12-months on-site warranty or under warranty period.
* Optional upgrade to 4-hours 7x24 response time.
FAQ
Click on the question to show the answer.
CCTV Monitoring on iphone / ipad?
All our H.264 DVR system now can view cctv camera on iphone / ipad with our new apps. Demo on here. To upgrade your DVR, more details on upgrading, please contact with SWAN.
How to solve the problem if hard disk crash?
1. reboot
2. if failed, reboot again, run recuse in Linux DVR prompt reply "n" for each disk drive
3. if still failed, take hard disk drive to Windows, then run disk checkup utility with full test
if there are "some" bad block after scan, click "repair" button for recovery
if failed or too many bad block, it can't be recovery
4. plug the hard disk drive to DVR then reboot again
5. if had disk is not very stable, but can playback, you can backup data with Linux command to another hard disk drive
Remote monitoring failure?
It may be found that why cannot monitor from remote side and load ActiveX also failed recently. It is because the Windows auto-update, the new patch hotfix KB912812 would lead to those situations. Here we offer two ways to repair the problems: A. To enforce KB912812 pacth. B. To upgrade your DVR, more details on upgrading, please contact with SWAN.
I turn on the Digital Video Recorder and nothing happens.
Check the power LED indicator. If it is on (GREEN) then power is being supplied to the Digital Video Recorder. If the LED is not on, make sure that the power cord is securely connected to a live power source. If the Digital Video Recorder still does not come on, remove the power supply from its compartment, reinsert it, and try again. If there is still no power, contact SWAN support.
There is no image when the DVR is turned on.
Make sure the voltage (110V/220V) is right, then check the Memory, and then check whether the watchdog reset is wrongly connected.
The power-on process stops at the literal image.
Please check first whether there is floppy disk inserted in the floppy drive. If there is, take it out, then press any key. If it��s not caused by the above factor, please check respectively whether the DOM, hard disk circuitry and power connection is OK.
The disposal to Version DOM at the time of system malfunction.
You need to turn off the DVR when moving the hard disk in order not to cause any damage.
01. After turning off the machine, all hard disks should be taken out.
02. After restarting the machine, if the monitoring screen works normally, the LED indicator is on blue (No Recording), and everything is OK during the period of warming machine, we can make sure there is nothing wrong with the DVR host.
03. If there is no response after reinserted the hard disk, please replace a new one, the machine will make new configuration automatically.
The display screen is dark.
Check the Brightness and Contrast of monitor.
If after trying this, the screen is still blank, try reboot the Digital Video Recorder by pressing the power-on button. If this does not solve the problem, turn the Digital Video Recorder off, wait five seconds, and then turn it back on. If the problem persists after tried all of these suggestions, turn off the Digital Video Recorder and consult SWAN for help.
The screen freezes up and it does not respond to any external input.
Reboot the device. If still happened, may be the Display card problem, try replace a new one or please call SWAN for support.
There is no signal on the screen.
If restarted the machine and still not work properly, please call SWAN support for assistance.
There is no signal from the cameras.
Please check and replace the signal lines at the back panel, thus to judge whether it��s wrong with the DVR host.
The Digital Video Recorder keeps making a beeping noise at regular intervals.
This may be the CPU fan alert or System fan alert. Please call SWAN support for assistant.
I hear irregular beeps during operation of the Digital Video Recorder and the system halts.
The problem is beyond the scope of this manual. Please call SWAN support for assistant.
What standard of Modem is supported by the DVR currently?
Voice: Rockwell Chipset
FAX: Class 1
Data: No limitation
The keyboard or mouse does not work.
Check the connection and if the problem continues, replace the keyboard or mouse. If still not work, try to replace the display card. If still not work, need replace the Mainboard. Please call SWAN support for assistant.
The mouse can't be operated.
Please make sure the NumLock key on the keyboard is lighted or not, thus to make sure the machine is working on the right way. And at the same time, press Ctrl+Alt+F2 to switch to literal mode, then the hard disk can be reconfigured; press Ctrl+Alt+F3 to switch back to monitoring screen, then the mouse should be able to be moved; if it still doesn��t work, please restart the machine or check whether the mouse is connected well.
The system cannot access the Hard Disk Drive correctly.
Check whether the removable HDD tray, cable or power connector is placed on the right place.
I cannot save data to a floppy diskette.
Ensure that the disk has been formatted at first. If you find the diskette is write-protected, eject the diskette, slide the write-protect tab to the closed position, and try again. If the diskette is full, try using another diskette or free up some space on the diskette.
The monitoring screen is in right way, but I cannot operate the function of "playback", or the HDD capacity is less than 1GB.
The HDD is not yet detected or HDD malfunction.
The hard disk LED indicator on removable HDD tray is on constantly.
The images on the monitoring screen come to a standstill.
When your system is in single enlarged screen at the size of 640*480, the recording speed is changed to be higher, while the images the record chip catches per second is in a fixed number (the frame number is shown to be 30 �V the frames being recorded actually ), the images might be at a standstill.
16 port DVR monitoring screen is in wrong order suddenly and the cameras are fewer than four.
One capture card malfunction or it's wrongly inserted.
I can hear nothing with on board Sound Card of F845 mainboard.
Enter the peripherals of BIOS: AC97, audio -> Auto -> save -> exit (enter again to reset).
I can not monitor with Internet Browser.
The IP, Gateway and Ports in the system settings of the DVR host should be set in right way.
What is the major reason that affects the size of the recording images?
The setup of camera resolution, compress mode (M-JPEG or MPEG-4), image quality setting (choosing the images in higher quality means smaller compression ratio, and more space of hard disk will be taken up; the other way round, less space will be taken up) and the content of the recording images will affect the average size of the images.
What is the major reason that affects the length of the recording time?
01. The number of camera for recording input, the sum of all cameras' recording rates, recording mode (continuous recording or motion detection recording), the average size of the recording files, the capacity of the installation hard disk will affect the length of the recording time.
02. A brief calculating way on the length of recording time:
The whole capacity of hard disk / (the average size of the recording files X the sum of all cameras' recording rates)
How to set the motion detection recording?
01. Set the Sensitivity and Differentia of motion detection.
02. Select the camera frame to draw the detection area.
03. Enter alarm configuration to adjust alarm duration. Then adjust the recording rate, ticking it off means accelerated recording.
The DVR system time is wrong.
You can set the right time for the system, if it continues to be wrong, enter BIOS to modify BIOS time.
About files exporting.
We suggested with the maximum limitation of 20 minutes.
16 port DVR system provides the function of switching VGA card to TV out, how to realize it?
You need to connect the port cables in right way before turning on the machine. Because the resolution of computer is higher than that of TV, so it��s easy to produce granule. If you want higher image quality, please purchase separately more capable TV commutator.