Frequent ask questions (FAQ)

Questions
(1) Does CyeWeb support win2000 or windows xp without SP2 ?
(2) Does CyeWeb support bt8x8 based capture card?
(3) My capture card is DirectShow compatible, but I do not see selection in capture source setting, why ?
(4) What third-party capture cards does CyeWeb support?
(5) I cannot connect remotely to my CyeWeb with CMS, IE, or mobile app, why?
(6) I cannot connect remotely to my CyeWeb with IE in some computers without CyeWeb installed, why?
(7) I do not have a static IP, can I use Video Server, HTTP web server or Windows Media Broadcast?
(8) Is there any way to save automatically from CyeWeb crash or abnormal shutdown? What is NovoSun App Monitor?
(9) I have enabled the "OSD timestamp" module and "Record & Streaming" module, but there is still no timestamp on preview and recording doesn't start, why?
(10) Is PCI-E based capture card better than PCI based? What is the different between hardware compression and software compression card?
(11) Is it possible to record only frames with motion (or other events) detected?
(12) How many USB-webcam can be connected to one system? How to increase the USB bandwidth?
(13) What IP cameras does CyeWeb support?
(14) When I connect with Windows Media Player, it shows "codec not found" error. Why?
(15) Under some situations, CyeWeb cannot be automatically removed from memory after it is closed. I have to use windows task manager to remove it, why?
(16) Can I setup CyeWeb via Remote Desktop?
(17) When I connect large number of cameras, I encounter out of memory problem. What can I do?
(18) How to get around the firewall problem when connecting RTSP based netword camera/DVS?
(19) How to install CyeWeb in Window Server 2003 or Window Server 2008?
 
Answers
(1) Does CyeWeb support win2000 or windows xp without SP2 ?

No! CyeWeb only supports windows XP with SP2 and above version.
(2) Does CyeWeb support bt8x8 based capture card?

CyeWeb supports DirectShow compliant video/audio capture device. If your capture card comes with a DirectShow compatible driver, CyeWeb would support it.

CyeWeb also supports non-realtime capture card. This type of capture card generally has only one capture processor (bt878, cx2388x, whatever) but 4 input ports. If your driver is DirectShow compatible you probably can see all 4 channels. Futhermore, when using non-realtime card, it is recommended to have real signals on all input ports, otherwise you may see choppy video. After all, we still recommend you to use real-time capture device.

If your capture card is based on conexant bt878a chip then you may try a free driver from http://btwincap.sourceforge.net/ . You may also download a pre-create driver here. If you encouter probem when using our software with your existing driver, we recommend you to try the pre-create driver. (Note: This is NOT our driver but is a widely-used open driver on Internet. In our tests, this driver is not 100% reliable, especially in high video resolution or running with different types or brands of PCI capture devices. Sometimes your system would crash. So use this driver at your own risk. )

(3) My capture card is DirectShow compatible, but I do not see selection in capture source setting, why ?

We tried to make CyeWeb 100% DirectShow compatible, but it is not possible to test all devices out on the market. If you are sure your device is DirectShow compatible and you do not see selection, please let us know.

Also, some drivers do not implement all necessary interfaces even it is DirectShow compatible. These devices will not show up for selection.

If you updated CyeWeb from an old version to a new one, please reset the program setting to see whether your device can show up.
(4) What third-party capture cards does CyeWeb support?

Other than generic capture cards and the cards being sold on our website, CyeWeb keeps expanding support to third-party capture devices.

Currently CyeWeb supports HikVision compression cards. If you want to get this extension module (it's free), please contact us. 
(5) I cannot connect remotely to my CyeWeb with CMS, IE, or mobile app, why?

There are many situations that could cause connection failure.

You should check CyeWeb's settings first:
a) Please check whether you have delegated enough permissions to the account (you configure this in CyeWeb) you use for remote connection.
b) Please check whether the corresponding modules (e.g. Video Server, Http Server, Record&Streaming module, etc) have been enabled.
c) Please make sure that the port number on server side ( CyeWeb ) does match that on client side.
d) The channels you want to open for remote connection must be "running".

If your computer is behind a firewall/router, you have to open the ports you assigned to CyeWeb's Video Server module (default is 9981), HTTP Web Server (default is 80) and Windows Media Broadcast. Today most router has build-in firewall and the firewall is enabled by default. If you are using a router, please refer to your router's manual to see how to disable the firewall or open the ports. Moreover, Windows have firewall too and the firewall is also enabled by default. The first time you launch CyeWeb (with network functions enabled), Windows may ask whether you allow the Internet access for the program. You have to say "yes". If you click "no", you have to configure Windows firewall manually in order to grant CyeWeb the permission to access Internet. Note: Sometimes Windows may not popup a dialog to ask whether you want to allow the Internet access. In this case you need to manually configure Windows firewall. (i.e. add CyeWeb to the firewall exception rule.)

It is rare but possible that your Internet Service Provider (ISP) blocks some of your ports. You have to ask them whether they do this and to open the ports for you. Another way to get around this is to use ports such as 80, 666 or 20. These ports are normally used for other applications and are therefore likely to be allowed through.

If your ISP assigns you just dynamic IP (most ADSL and Cable Modem do), you have to register a domain name and run a domain name resolving application (such as NO-IP DUC). After that you can connect with your registered domain name. (For mobile connection, you can use our Cam In Cloud service which can save you from setting dynamic DNS)

Since connection failure mostly due to incorrect program setting or router setting, we suggest you to check the 2 settings separately:

1. Temporarily remove your router, check your program setting under free of firewall. If the connection now works, the problem would be in your router.
2. Plug-back your router, check your router's firewall and redirect-rule settings.
3. Sometimes you need to restart your computer, router, cable or ADSL modem to activate your new settings.
(6) I cannot connect remotely to my CyeWeb with IE in some computers without CyeWeb installed, why?

The computer to connect must have relevant codec installed. For example, if your camera stream out H.264 video but your windows doesn't have this codec installed, you cannot see the video. You can download and install our codec pack. Please check the download section on our website.
(7) I do not have a static IP, can I use Video Server, HTTP web server or Windows Media Broadcast?

Yes, there are many companies (such as www.no-ip.com) providing Domain Name resolving service. You just need to register a domain name (some of them provide free domain name registration) on their website and install their software, your computer becomes a server. (For mobile connection, you can use our Cam In Cloud service which can save you from setting dynamic DNS)

(8) Is there any way to save automatically from CyeWeb crash or abnormal shutdown? What is NovoSun App Monitor? 

Yes, you can use the NovoSun App Monitor for this purpose. Once this program is executed and CyeWeb is selected to monitor, it will restart CyeWeb whenever CyeWeb is shutdown or faulted with error message. The software is bundled into CyeWeb installer.

Since CyeWeb is typically dealing with video/audio stream data from third-party devices via network. It is always possible (but rarely) that CyeWeb crash or faulted due to environmental reasons (typically broken stream data). But usually CyeWeb is the program to store video/audio data so it it often critical that CyeWeb should keep operating. So the NovoSun App Monitor will be an ideal helper program to save the system automatically from this problem.

Moreover, once CyeWeb's configuration is done and begin to run, it is recommededed to open the Sys.cfg under CyeWeb installation folder and set ShutdownOnNoRecording=TRUE. Once this is set, CyeWeb will shutdown automatically if recording is stopped abnormally.     

(9) I have enabled the "OSD timestamp" module and "Record & Streaming" module, but there is still no timestamp on preview and recording doesn't start, why?

You have to "run" the corresponding channel on the main UI.
(10) Is PCI-E based capture card better than PCI based? What is the different between hardware compression and software compression card?

The bandwidth of PCI-E is significantly higher than that of PCI, which means PCI-E based capture card can sample higher video resolution for more channels simultaneously.
But with PCI based capture card, you probably can connect at most (and may even have problem) 8 channels of video with resolution at 720x480(D1), unless you use special motherboard, which is expensive.

Most capture cards (typically using chips such as Conexant bt8x8, cx2388x, or Philips 7130, etc) on the market are software compression cards. These cards just sample analogy video/audio data into digital data. Compression is still processed in CPU and controlled with software. This is so-call software compression.

Hardware compression means compression to be processed in chips (such as TI). This way significantly reduces CPU loading.

Software and hardware compression have their advantages and drawbacks.

Software compression uses CPU to compress video/audio data. But CPU resource is quite limited. Even with the very powerful CPU today your PC may not be able to real-time compress more than 16 channels at resolution 720x480(NTSC D1). Not saying that you would need your CPU to do other tasks such as de-interlacing, motion detection, content analysis, etc. The advantage of software compression is that you can tamper video data before it goes into compression. Also it could have a little better compressed video quality at the cost of higher CPU usage and bigger data size. Software compression card is appropriate on situations of recording only necessary on events.

The advantage of hardware compression is obviously that it saves a lot CPU resource. The disadvantage is that you cannot tamper video/audio data with software filters before it goes into compression. Hardware compression card is appropriate on situations requiring round-the-clock recording.

CyeWeb allows you to connect software compression cards and hardware compression cards simultaneously. This way you can maximize the utility of your computer. With a mix-connection to PCI-E software compression cards, PCI hardware compression boards, USB-webcams, IP cameras, and remote connection to other CyeWeb, you computer now can show up many more than the legacy 16 channels. And you can build a surveillance system that is suitable for a wider range of scenarios.
(11) Is it possible to record only frames with motion (or other events) detected?

Yes, please select "Compress on event" in the Compression module in Channel Settings.
(12) How many USB-webcam can be connected to one system? How to increase the USB bandwidth?

The number of webcam can be connected to a system is limited by the USB bandwidth and the video resolution. In general it should be fine to connect 3 to 4 webcams. If you want to connect more, you have to increase the USB bandwidth by adding PCI-to-USB addin cards.
(13) What IP cameras does CyeWeb support?

Please refer to the IP camera support list.
(14) When I connect with Windows Media Player, it shows "codec not found" error. Why?

If you use CyeWeb to broadcast native MJPEG stream from IP cameras, the computer that uses Windows Media Player to connect must have a MJPEG codec installed. You can download and install our free MJPEG codec to the client computer at our download section.
(15) Under some situations, CyeWeb cannot be automatically removed from memory after it is closed. I have to use windows task manager to remove it, why?

If you encounter this problem, it is very possible that your program setting has been corrupted. You have to reset the the program setting.

This problem usually occurs in the case that a user upgraded the program to a new version and then downgrade back to an old one (and may be later upgrade back to the new one). Doing so will corrupt your settings because CyeWeb is designed to be backward compatible but not forward compatible.

(16) Can I setup CyeWeb via Remote Desktop?

Yes, you can launch and setup CyeWeb in Remote Desktop.

(17) When I connect large number of cameras, I encounter out of memory problem. What can I do?

Please use the "/3GB" switch in 32 bits Winodws XP or "IncreaseUserVA" in Vista. (In 64 bits windows you don't need to configure anything)
Please also make sure the CyeWeb version is 2.1.9 or above and there is enough physical memory, i.e. greater than 3GB.
If you use software compression (i.e., not recording existing compressed stream from sources such as compression card or IP cameras), please also set the "pre-compress cache size" in the Compression module to a smaller value.

(18) How to get around the firewall problem when connecting RTSP based netword camera/DVS?

When you connect to your camera via RTSP outside your router, you probablly need to deal with the firewall problem.

If your camera, such as Axis, etc, supports RTP over TCP or HTTP, you can use this feature to get around the firewall problem. Otherwise, you need to designate client RTP/RTCP ports in CyeWeb. Typically 4 ports are needed, 2 for video and 2 for audio. The starting port must be even number.

If there is also router/firewall in front of CyeWeb (note: NOT the one in front of your camera), you need to open the client ports in the router too. For example, if you select 666 as the starting port, then in the router you need to open 666, 667, 668, 669 for the computer running CyeWeb.

No matter you use RTP over TCP/HTTP or client RTP/RTCP ports, please remember in the camera to setup the gateway address pointing to the router (the one in front of the camera). Also in the router you need to open the RTSP port for the camera. (Common RTSP address is 554, but your camera may use a different one, please check.)
(19) How to install CyeWeb in Window Server 2003 or Window Server 2008?

Please enable "Desktop Experience" component in your Window Server. Otherwise CyeWeb cannot be installed successfully.