I can see my devices on my SuperLive App and my DVR/NVR. Why won’t they connect in the VMS?

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  • Troubleshooting Devices That Work on SuperLive Plus but not the Viewtron VMS

    If you are able to see your devices on the SuperLive Plus app and your local recorder but are having trouble connecting the devices to your Viewtron VMS software, here are some troubleshooting steps you can try:

    Step 1: Check your Network Connection

    Make sure that the PC you are on is connected to the internet.

    On windows, you can check on the bottom right of your screen; if you see a PC with a Cable or a Wi-Fi symbol, you are connected. If you see a Globe with an error symbol, then you are not connected.

    For Mac users, check the dock on the top of your screen. You will see a Wi-Fi symbol or a <…> symbol depending on your type of connection.

    If you are using an IP to connect to your devices, make sure that your PC is on the same network as that device.

     

    Step 2: Double-Check your credentials

    Make sure that you have entered your credentials correctly. In the Resource Management tab of the VMS Software, Edit (1) your device settings and make sure that the Serial Number (3) and User/password (4) are correct.

     

    In the case that you are using a Static IP Address instead of a Serial Number, double-check to make sure that it matches the serial number of the device you are connecting to. (Please note that we do not recommend this method; if you encounter a system reboot of your devices while they are set to DHCP, its IP can change)

     

    Step 3: Reboot Services using ServerTrayUI

    Sometimes, there can be a hang-up within the local service that manages the VMS software on your pc. This can prevent your PC from connecting to other devices. Here’s how to reboot the VMS server:

    First, search for “ServerTrayUI” on your computer. You can search for it in the Start Menu on Windows, or the Applications Folder for Mac.

    Next, Locate the ServerTray UI icon in the Show Hidden Icons section of your PC. It’s a small arrow on the right side of your screen.

    Once the app opens, check the Status to see if all the servers are running. Even if they are, press the Reboot All button and wait for the status to refresh to Running.

    Then, restart the VMS software.

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    If you follow these steps and are still having trouble, please call our Technical Support number at (561) 433-8488!