How to fix TIGERSECU DVR network issues?

If you’re having trouble with accessing your DVR for remote viewing, here are some simple steps for you to try.

  1. Make sure that you’re using the latest firmware to ensure your security DVR is as reliable as possible. Firmware instructions here:  https://www.tigersecu.com/2020/06/01/tigersecu-h-264-and-h-265-2mp-and-5mp-dvr-firmware-updates/
  2. 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.
  3. 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

  1. 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.
  2. 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.
  3. 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

  1. 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.
  2. 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.
  3. 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

  1. Check that the orange light on the Ethernet port of the DVR and the router are both flashing.
  2. If not, try reconnecting the Ethernet cable to a different port or try a different Ethernet cable.
  3. 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

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