Cannot view the video recorder or network camera on the web browser (Windows)

If unable to view a device on the web browser, please take the following steps:

1. Check to make the sure the device is reachable:

• If accessing from the LAN:

1. Check the Ethernet connection to both the device and the router/switch.
2. Ping the device using CMD ping command or use the Config Tool to detect all connected devices.
3. If the device does not ping or it cannot be detected with Config Tool, test the Ethernet cable.
4. If the device is on the LAN, verify that the IP address of the device matches the network segment of the LAN.  If it does not, change the IP address of the device using the Config Tool.

• If accessing from the WAN:

1. Make sure the properly external IP or DDNS address is being used.
2. Make sure the ports are forwarded properly.  Use a site like www.yougetsignal.com to check if the ports are open.  If they are not open, go back to the LAN and check the port forwarding rules in the routing device(s) there as well as go through any LAN troubleshooting needed.  For more information on port forwarding, check out the Networking page.

2. Open an elevated Internet Explorer browser window by right clicking the shortcut and clicking “Run As Administrator”.  In Windows XP, log into the Administrator account before launching Internet Explorer.
3. Update the firmware on the device.  Newer video recorder and network IP camera firmware (Web Service version 3.1.0.4+) do not use an ActiveX plugin (can skip steps 4-5, 8).
4. Make sure the ActiveX controls are enabled in IE (older firmware):
1. In Internet Explorer select the Tools menu (gear icon in the upper right) and then select Internet Options.
2. Select the Security tab in the Internet Options menu. 
3. Select Trusted sites, then click the Sites button.
4. Type in the IP address of the device in the “Add this website to the zone:” input box and click Add.  Close the Trusted sites menu.
5. Click the Custom level button.
6. Scroll down the Settings on the Security Settings – Trusted Sites Zone menu.  Find the ActiveX controls and plug-ins section.  Enable all ActiveX options, unless the Enable option is listed as not secure, then select Prompt.
7. Click the OK button, and select Yes on the warning prompt.

5. In IE 11, certain device build versions cannot be viewed without first being added to the Compatibility View list (older firmware).  To do so, go to Tools (gear in the upper right hand corner) and then select Compatibility View settings.  In the Compatibility View Settings menu, type in the IP address of the device and click Add and then Close.
6. Type in the IP address into the address bar of the Internet Explorer browser and hit Enter.
7. At this point, the Web Service title should display on the open tab if the device is being accessed. Internet Explorer will prompt to allow the Web Service plugin; install the plug-in and log-in using the correct credentials.
8. If there are further issues with installing the Web Service plug-in, make sure that any Antivirus programs are not blocking the install.  AV software such as Norton and Kapersky has an ActiveX filter that runs even though the background monitoring process is disabled, which can block older device builds from installing the plugin (ActiveX).  Check to see if any ActiveX filter toggle buttons are located in the address bar; for Norton is looks like an off-limits symbol.