FAQs

Frequently Asked Questions

Below is a list of Frequently Asked Questions regarding our Product range including GeoVision FAQs, CCTV Camera FAQs and Power FAQ.  If your question is not listed please call 01462 708 820 and we will be happy to answer any queries you may have.

Delivery FAQs

Do you do Next Day delivery?

Yes.  Once an order is placed before 16:15pm we will send out your goods next day delivery.  You will receive your delivery between 9am and 5pm

How much does delivery cost?

Standard UK delivery is £12.50.  If you order is over £1000 we offer free delivery.  Please call 01462 708 820 for delivery rates for outside the UK.

Which Courier do you use?

We use UPS, TNT or DHL depending on your requirements.

Can I track my order?

Yes.  When ordering through the website you will be emailed your tracking once the order is declared "Shipped".  If you order over the phone with one of our Sales representatives please specify that you require a tracking number and provide the email you would like the information sent to.

How long does it take to receive my order?

Orders are typically dispatched same day on a next day delivery.

Do you part ship?

Yes, if not all your items are in stock on request we can part ship your order.

What time will my order arrive?

Standard delivery time is any time up 17:30.  But for your convenience, you can request  Pre 10:00 and Pre 12:00 delivery times (a small surcharge will be required for this).

Product FAQs

What should I do if I have a problem with a product?

The first thing to do is call our Technical Support Team on 01462 708 820 (Option 2). They can quickly diagnose faults on your product and help you resolve any problems you may have. If they are unable to resolve your issue, a RMA Number will be issued and a RMA Form sent to you by Email or Fax.  Simply Fill out the RMA Form and send this back with the faulty product to:
ezCCTV.com Returns Department
3 City Business Park
Lacerta Court
Works Road
Letchworth
Herts
SG6 1FH

Please note: You MUST indicate your RMA number on the outside of the box. Failure to do so, may result in your RMA being returned to you.  If you have any problems please call our Technical Support Team for assistance

Where can I find Datasheets & Manuals

You will find the product datasheets and manuals on each product page. Visit www.ezcctvonline.com
and find all the information you need. If you still cannot find what you are looking for please contact our technical support team on 01462 708 820 option 2.

Why is there a Shock Sticker on my Box?

To help combat damage during transit and give you the best possible service, ezCCTV use Shock Indication Stickers on their surveillance system boxes.   When you receive your system from ezCCTV, please be sure to check the shock sticker before signing.  If you see any red colouring in the indicator then please make sure the courier driver notes this down on his paper work.  You should also immediately test the system to ensure everything is working correctly and notify us immediately should you have any problems.
Shock Sticker

Support FAQs

Where can I get support?

Call our Technical Support  team on 01462 708 820 and choose option 2 and our dedicated support team who will help diagnose the issue and support you in solving the problem. Alternately please visit our Support Fourm where you can Join our community of over 4000 users and ask your question.

What are Video Analytics?

Video Analytics are an advanced digital surveillance solution designed to give real time alerts on a number of real life scenarios. ezCCTV Video Analytics for CCTV offers a wide range of built in intelligent solutions designed to alert you of situations such as Intruder Entry, Missing Objects and Suspicious Objects. The advanced Surveillance Solutions from ezCCTV also include Face Detection, Image Quality Enhancer and Video Stabilization. Below is a table of the Video Analytics which are included in the GeoVision Software.

Features include:

  • Face Detection
  • Intrusion Alarm
  • Face Mosaic
  • Face Counting
  • Face Masked Alarm
  • Panorama View
  • Digital Tracking
  • Crowd Detection
  • Missing Object Detection
  • Defog
  • GV-Web Report
  • Video Stabilization
  • Unattended Object Detection
  • Intelligent Search
  • Focus Change Alarm
  • Tampering Alarm
  • Fix Camera & PTZ Tracking
  • Visual Automation
  • Single PTZ Tracking
  • Wide Angle Lens Dewarping

Object Tracking

How to choose a CCTV Camera?

Choosing the correct CCTV Camera for your digital surveillance system is very important. The Digital CCTV Camera, together with a CCTV Lens, uses a CCD (Charge Coupled Device) sensor that captures the image and turns it into a signal that is sent to the monitor or surveillance system.

You will need to decide the following when choosing a cctv camera & lens for a digital cctv system:

1.The Digital Camera Location : Will the camera be situated Indoors / Outdoors
2.The amount or variance of light conditions for the digital cctv camera : Will the camera have to record in low-light conditions such as at night?
3.The Field of View required for the camera : How wide or narrow an angle of vision is required
4.The Focal Length - How far away objects you wish to record will be from the camera
5.Your budget

How to choose the right camera lens

It's always important to select the correct camera lens for your security camera so that you can be sure you capture the exact area you require.  Example of how different lens sizes can change the viewing angle of a camera.

Lens Guide

CCTV Lens Calculator

For a quick 1/3" CCD Camera you can work out the lens required using this simple method:

Distance from object multiplied by 4.8, divided by horizontal or vertical area equals the lens required.

d x 4.8 / A = L

e.g. To focus on an area 5m wide from a camera installed 20m away would be: 20 x 4.8 / 5 = 19.2. So you would need a lens with a focal length of 19.2mm

You need to understand the following when choosing a CCTV lens:

  • Focal Length: The Focal Length is measured in mm. As a guide, a short focal length (e.g. 2.5mm) = a wide angle of view a long focal length (e.g. 16mm) = a narrow angle of view the smaller the CCD Chip - the narrower the angle of view
  • Depth of Field: The Depth of View is the distance within which objects in a picture are in focus.  A large Depth of Field means almost all objects in the Field of View are in focus.  A small Depth of Field means only a small section of the Field of View are in Focus.  The following factors can lead to a greater Depth of Field:
    1. Using a Wide Angle Lens
    2. High F-Stop
    3. Using an Auto Iris
  • Camera Format: The size of the camera's CCD image device will affect the angle of view.  CCTV Cameras come in different chip sizes - 2/3", 1/2", 1/3" and 1/4".
  • F Stop: F Stop or Aperture has 2 measurements. When the lens is fully open (Maximum Aperture / Minimum F-Stop), just before the lens completely closes (Minimum Aperture / Maximum F-Stop).  F Stop - is the lenses ability to gather light depending on the aperture and focal length.
  • C or CS Mount: The 2 standard cctv camera lens mounts. The difference between the two is simply the distance between the lens and the ccd image sensor. C Mount - 17.5mm CS Mount - 12.5mm
  • Auto or Manual Iris: For changing light conditions (e.g. cameras positioned outdoors), Auto Iris lenses are needed.  For indoor use manual iris lenses are sufficient as light levels will  not vary too much.
  • Video or Direct Drive: The majority of CCTV Cameras will be able to use both types. Video Drive Lenses contain circuitry which converts video signal from the camera into iris control. Direct Drive Lenses require the cctv camera to contain the circuitry.

Demo & Software FAQs

I get the error “Can’t Find Keypro” when GeoVision starts up?

This can be one of  two things:

      • 1: The driver may not be installed correctly, please check Device Manager under “Sound, Video and Game Controllers”.  Make sure that you have the correct drivers installed. There should be no entries under “Other Devices”
      • 2: The wrong software is installed for the GeoVision hardware. i.e GV600 software running with a GV800 Card. 
I get the error “Recycle Empty” when GeoVision starts up

This will relate either to the Video Storage or the System Log Storage:

In either case the following is recommended
Video Storage Location

      • Enter System Configuration.  Make sure of the following:
      • Keep Days is not ticked (This is used to limit the amount of video recorded, not to maximize it)
      • Recycle is ticked
      • Click on Set Location
      • Select a folder on a drive other than C: (Windows Drive)

You can select multiple folders, on multiple drives

System Log Location

      • Make sure that the Recycle box is ticked
      • Click on Set Location
      • Select the same folder that your Video is being recorded to
      • Exit the GeoVision system
      • Run the GeoVision repair database utility.
      • Restart the GeoVision system
I get the error “Ordinal 11 not found

Install the latest version of DirectX 9. This can be found on your GeoVision Install CD.

I get the error “Direct Draw Create Overlay Failed"

This may be due to the fact that the system may have a graphics card that does meet the minimum spec necessary for the DirectDraw functions (fullscreen, etc.)  The graphics card is most likely an onboard graphics card, typically these are not very powerful, and take their memory from the system’s RAM.

The options available are:

      • Replace the graphics card with an AGP or PCI Express graphics card. This should be either an Nvidia or ATI chipset card
      • Disable the DirectDraw functions.
      • Click on Configure Icon
      • Select System Configure
      • Untick Enable DirectDraw Overlay
      • Click OK
      • Restart System

Access FAQs

I cannot access GeoVision Webcam Remotely

Troubleshooting Questions:-

      • Do you have the correct IP address for the Geovision System that you are trying to access? On the Geovision System to go www.whatismyip.com to discover the current public IP address
      • If you are able to access the Webcam but cannot change the internet connection type? Check the active X settings within internet explorer on the remote PC. Enter Internet Explorer} Tools} Security} Custom Level} change all Active X related settings to either ‘Prompt’ or ‘Enable’.
      • If your Geovision system is connected to the internet via a router, have you opened the ports? By default these are port 80 (http); 4550 (command); 5550 (data) and 6550 (audio)
      • Is Windows Firewall ON? If so, create exceptions for the relevant ports (80, 4550,5550,[6550])
      • Is any anti-virus software or other firewall such as Norton running on either machine? If so, try disabling this software or create exceptions within the software for the ports required

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