Support
Please email, phone or send a message using the form at the bottom of this page, at any time. We will always try to reply within as short a time as possible.
Common Support Questions & Answers
There follows a list of some of the things we are asked most. If you can’t find an answer here, please call us or send a message.
Q. I have forgotten my password and/or username and can’t get into my pages
A. Please email or telephone and we will set up new ones after verifying your identity.
Q. I cannot see the live image on the camera viewing page; I get a message, “The AXIS Media Control, which enables you to view live image streams in Microsoft Internet Explorer, could not be registered on your computer”
A. Visit the Axis webpage using the link below, then try to install the Axis Media Control manually:
http://www.axis.com/techsup/cam_servers/dev/activex.htm.
On this web page, click the “Download Axis Media Control” link and download the zip file as above (the file to run is called AMC_SDK.exe this time).
Please contact us if you are still stuck.
Q. I cannot access my camera view from a PC on my LAN
A. This could be for a number of reasons. Check the obvious first – that the camera is still plugged into the mains and the network. If that’s all OK, reboot the camera by unplugging it from the power and plugging it back in. It takes a minute or so to do this. If the camera is still not accessible, check if there has been any work carried out on your network by your I.T. people, and if so, ask them if this could have affected the link to the camera. If this all fails, please email or telephone us, or get your I.T. people to do so.
Q. I cannot access my camera view from across the internet
A. As with the above question, there could be one of a number of possibilities. Assuming you are in a building other than where the camera is, the best thing to do is to call us and we will see if we can access your camera or router. If you are near your camera, you can try the steps is the previous answer, and then also try disconnecting and reconnecting the router to the power supply, causing it to reboot. Call us if all this fails to do the trick – or before that if you get fed up with doing our work for us!
Q. How do I copy detected images to my own PC?
A. When viewing the image in your customer pages, move your mouse over it and right-click, choosing save-as from the menu that will appear. Then just choose your folder and file name. Do not change the file type from “jpg” or you will not be able to open the image later.
Q. I want to store more images than the maximum that you have allowed. Can you increase the number of images that I can store?
A. Yes, we can increase the limit per camera subject to practical limits – you would find, for example, that the time it takes to load the image pages would be unacceptably long if the limit is too high. We make a charge for an increased image limit – contact us for an up-to-date tariff.
Q. I want to keep some images permanently. Can I stop them being deleted?
A. We will automatically delete your images on a rolling basis once your limit has been reached. We will warn you by email before we do so where possible. To store images permanently, you need to copy them somewhere else. For a few images, you can follow the procedure outlined in answer to the question “How do I copy detected images to my own PC?” or for large numbers of images:
We can archive the images onto a CD and send this to you. This can be done as often as you need. There is a charge for this service – please contact us for details.
We can archive the images to a server of your choice, via ftp. We would need ftp login details in order to do this. There is a charge for this service – please contact us for details.
Q. I want to change the settings on my router because I am using it for some other purpose as well as for my camera(s). Can I do this without causing problems for the camera?
A. We have used complex techniques to configure your camera(s) and router. One of the conditions of The Monitoring Service is that if you change the router or camera set-up, and the camera no longer performs correctly, we will charge for the time involved in re-configuring the equipment. We strongly suggest that you ask us for advice if you wish to use your router for an additional purpose.
Q. Motion detection is too sensitive / not sensitive enough – how can I correct this?
A. Please contact us and we will carry out diagnostic tests and any corrective action – this is free of charge provided you are still subscribing to The Monitoring Service.
Remember, if you can’t find the answer here, please call us or send a message using the form below.
