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Resolving 2MP DVR Network Connection Issues
If you’re having trouble with accessing your DVR for remote viewing, here are some simple steps for you to try.
- Make sure that you’re using the latest firmware to ensure your security DVR is as reliable as possible. Go to https://www.tigersecu.com – Support – Firmware Upgrading to check if new firmware is available for your device.
- Check that the DVR is firmly connected to the router using an Ethernet cable. Avoid using a WiFi extender as this can result in network issues. Reconnect the cable or try a different one.
- If you still need help, contact us at service@tigersecu.com for remote support. To help things move along more quickly, please send us your DVR’s Network Page, QR Code Page, and password and we’ll troubleshoot remotely. You can find this information at the DVR Main Menu, Network Menu.
We will get back to you within 12 hours.
If you’d like to troubleshoot the problem directly and skip remote-support, the following information can help you to get things working again.
- Go to the DVR Main Menu, Network Menu, ensure the network type is set to DHCP, then select Apply to see whether a valid IP address appears.
- Next, go to the QR Code page to see whether the UID status is switched to “ON”.
If a valid IP address appears and the QR Status is switched on:
Valid IP Address
UID Status: ON
- Check your network speed here and email the results to us at service@tigersecu.com. We’ll need to understand your network speed before continuing to adjust your settings.
- If your network’s upload speed is less than 5 Mbps (for a 4 Channel DVR) or less than 10 Mbps (for an 8 or 16 Channel DVR), try reducing the bitrate on the DVR to help improve the streaming service. To adjust bitrate settings, go to the DVR Main Menu > Record Menu > Video & Audio > change the Quality setting from High to Custom > lower the bit rate for sub-stream (remote viewing) to 256 > Copy to All > Apply.
- Once bitrate settings are adjusted, try remotely accessing your DVR again with your mobile device or computer.
If the previous steps didn’t help, contact us at service@tigersecu.com for remote support. To help things move along more quickly, please send us your DVR’s Network Page, QR Code Page, and password and we’ll troubleshoot remotely. You can find this information at the DVR Main Menu, Network Menu. We will get back to you within 12 hours.
If the IP address appears as “0.0.0.0” and UID Status is “OFF”:
IP Address: 0.0.0.0
UID Status: OFF
- If your DVR is connected to a WiFi extender, please try connecting it directly to the router. If it is impossible to connect the DVR directly to the router, try these steps below.
- Turn off the WiFi on your computer, and switch the DVR’s Ethernet cable to your computer. Check that your computer can access the internet using the Ethernet cable. Then connect the Ethernet cable back to the DVR.
- Reset the DVR to default by going to the DVR Main Menu – Maintenance Menu – Maintenance – Reset Default – select OK.
Now, check if the DVR UID Status is switched to “ON”. If so, try reconnecting to the DVR via the mobile app with the default login parameters.
If the previous steps didn’t help, contact us at service@tigersecu.com for remote support. To help things move along more quickly, please send us your DVR’s Network Page, QR Code Page, and password and we’ll troubleshoot remotely. You can find this information at the DVR Main Menu, Network Menu. We will get back to you within 12 hours.
If a valid IP address appears and the UID Status is “OFF”:
Valid IP Address
UID Status: OFF
1. Is the DVR connected directly to the router or is a WiFi Extender being used?
2-1. If a WiFi extender is being used, try connecting the DVR directly to the router.
2-2. If the DVR is connected directly to the router, try these steps below:
a. Turn off the WiFi on your computer, and switch the DVR’s Ethernet cable to your computer. Check that your computer can access the internet using the Ethernet cable. Then connect the Ethernet cable back to the DVR.
b. Reboot your router and DVR. Now, check whether a valid IP address appears at the DVR Main Menu, Network Menu.
c. If a valid IP address still does not appear, log into your router to see whether “DHCP” is allowed/enabled. For instructions to log into your router, try searching online. A search for “Your router’s model number” +”DHCP” should bring up instructions.
d. Plug the Ethernet cable to different ports on your router for a test.
If the IP address appears as “Network Disconnected” and UID status is “OFF”:
Network Disconnected
UID Status: OFF
- Check that the orange light on the Ethernet port of the DVR and the router are both flashing.
- If not, try reconnecting the Ethernet cable to a different port or try a different Ethernet cable.
- If the previous steps didn’t help, contact us at service@tigersecu.com with your Amazon Order Number and shipping address and we’ll arrange a replacement for you.
As always, feel free to email us at service@tigersecu.com with any questions. We’re here to help.
The TIGERSECU Team
One camera is rolling on dvr and our mobile device. I assume that it is a camera issue . Can you confirm my assumption?
Hi Terry,
Thanks for your question!
You may replace the power adapter for the camera first to see whether it solve the problem.
If not, it is likely the camera’s issue.
I hope it helps.
Thanks,
Sandee
Customer Experience
TIGERSECU, Inc.
How do I reset password
Hi Sherry,
Thanks for your question!
You may go to the DVR Main Menu, Maintenance Menu, choose Reset default to reset the DVR back to factory default settings.
If you forget the password, please let us know your Amazon Order ID via email(service@tigersecu.com) . We will further assist you.
Thanks,
Sandee
Customer Experience
TIGERSECU, Inc.
I have installed my new Tigersecu Super HD 1080P camera, and carefully connected both wires to previously installed cables, and connected it to channel 1 on my new Tigersecu DVR Model TS-302T08-1TB, but the camera image displayed is only the Tigersecu logo and tiger face. Why doesn’t the new camera work? My old camera worked before I disconnected it to replace it with the new Tigersecu camera.
Hi Everett,
Thanks for reaching out to us!
Will you please check the night vision of the cameras during the night time to see whether the night vision is on?
If not, it means your old power supply for the cameras is not enough to support the new TIGERSECU cameras. Try a different power supply should solve the issue.
12V, 5A power supply works for eight cameras.
Here is the link to our 12V, 5A power supply for your reference: https://www.amazon.com/dp/B07JJQGVBQ
I hope it helps. Feel free to contact us if you have any further questions.
Thanks,
Sandee
Customer Experience
TIGERSECU, Inc.
How do i get sound on your mobile app ?
why can’t I connect my Mac OS Big Sur version 11.2.1 to connect to my DVR?
Hi Monte,
We send the instruction to your email box. Please check.
Feel free to contact us if you need further help.
Cathy
TIGERSECU Customer Experience
can you send me an email showing how to connect with a mac??? thanks
I am trying to set up my yahoo email so that I am alerted when someone triggers the video system.
What should the entries be for a yahoo email.
Hi Kirby,
We send the instruction to your email box. Please check.
Feel free to contact us if you need further help.
Cathy
TIGERSECU Customer Experience
Good afternoon
Also having problem with Yahoo also
Hi Rick,
We send the instruction to your email box. Please check.
Feel free to contact us if you need further help.
Cathy
TIGERSECU Customer Experience
I can view the app on my phone and laptop while on my home wifi, but not remotely (such as on my phone network or at off site wifi). Help?
Hi Rick,
Sorry for the inconvenience caused. Could you please send us the photos of your DVR Network page and QR Code page to email service@tigersecu.com? We will check it for you.
Cathy
TIGERSECU Cusotmer Experience
I disconnected my dvr to dust, connected everything back now all i get is tiger logo
(No signal)
Got logo on the hdmi
Hi Benia,
Sorry for the inconvenience caused. Could you please send a photo to our email service@tigersecu.com, showing us how it displays on the monitor now? So we could help you better.
Cathy
TIGERSECU Cusotmer Experience
how to up date my DVR TS-302M08-2TB
Hi Velvet,
You may visit this link to download the upgrading instruction for your DVR model: https://www.tigersecu.com/tigersecu-h-264-and-h-265-2mp-and-5mp-dvr-firmware-updates/
If you are not sure which one to download, please send a photo of your DVR Information page to us at service@tigersecu.com. We will check it out for you and let you know.
Hope that helps. Please let us know if you have any questions.
Cathy
TIGERSECU Customer Expeirence
I am out of town and just noticed that there seems to be an issue. It appears that I can connect to the DVR, but the cameras do not appear to be communicating with the DVR. In place of the video, I get the Tiger Security logo and a picture of a Tiger. Before I sent someone to check on my house and the cameras, could you first let me know if Tiger Security has or has had any server issues?
Hi T Wells,
We already checked that the TIGERSECU Sever has no issue. According to your description, the cameras might disconnect from the power supply, or the power supply used for the camera is bad or something else caused the camera to stop working.
To check whether the cameras are receiving power, we can do this by looking for activation of the night vision IR LED lights. In the evening, look for the red glow on the camera lens that indicates the IRs are powering up.
If you need further help, please contact us at service@tigersecu.com or call us at 323-315-0396.
Cathy
TIGERSECU Customer Experience
I purchased a TIGERSECU Super HD 1080P H.265+ 8-Channel Hybrid 4-in-1 DVR Security Recorder with 1TB Hard Drive, for 2MP TVI/5MP in Jan 2021. In July the DVR stopped working. When I boot up the DVR, the Tigersecu logo screen comes up and it locks up. I have disconnected all the cameras and restarted without any luck. I contacted Tigersecu twice via this website and have not received a response.
Hi Jim,
I checked our email and found that Mia and Joy have replied to your email. If you didn’t receive our reply, could you please let us know your phone number and availability? Or, you may directly call us at 323-315-0396. We will try our best to help.
Cathy
TIGERSECU Customer Experience
I can view the app on my phone and laptop while on my home wifi, but not remotely (such as on my phone network or at off site wifi)
Please advise 🙂
I am having difficulty connecting my DVR mode TS-302T08-1TB to home wireless internet.
Our cameras are working but they stopped recording. We haven’t changed any settings and on each Sunday at 8am our files are erased so we don’t fill up hard drive
Hi
I purchased 3 Dvr n they worked fine for about 6 month and now it has stop recording. We can only view nothing is recorded. Can you please assist? We need help asap as we have recordings.
This system sucks! Just bought it today, and it tells me I have a connection issue. Checked everything and it’s correct, then tried to log in and it says password is wrong. I reset the password and it said it was wrong junk, waste of money.