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Its on a video loop & can't access the menu items. QC968 not…

Customer Question
Its on a video...

Its on a video loop & can't access the menu items.

Technician's Assistant: What's the make/model of your device? How old is it?

QC968 not even a month old

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

It's been going on for 2 weeks; I've rebooted it more than once; tried accessing it using the downloaded computer app & their support tried connecting to it via IP address but the plug-in that attempts to download is blocked by Norton.

Submitted: 8 months ago.Category: Computer
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Answered in 7 minutes by:
11/21/2017
Tech Support Specialist: Sheri, Expert replied 8 months ago
Sheri
Sheri, Expert
Category: Computer
Satisfied Customers: 742
Experience: Owner/Consultant at Computer Rescue, Inc.
Verified

Hi JACUSTOMER-qtlf6coy,

Thank you for using JustAnswer. I am happy to assist you. I understand you are having difficulty accessing your camera app from your computer. You mentioned the plug in that is trying to load. Can you please provide the name of the plug in and what browser you are using, such as Chrome, Edge, Firefox, etc?

Thanks,

Sheri-

Expert

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Customer reply replied 8 months ago
I can't get the DVR off of a video loop that is displayed on the monitor connected to the DVR. This is preventing me from accessing any of the menu items of the DVR. When their tech tried remote connection via its IP address they tried the web plugin that is blocked by Norton.
Customer reply replied 8 months ago
I don't want you to securely connect I want an answer and not to keep getting prompt for payments. So far I'm not happy w/the service because I've yet to get an answer.
Customer reply replied 8 months ago
My initial $30 was supposed to be for an answer.... now you want additional $39 to connect but have yet to give me an answer.
Customer reply replied 8 months ago
webplugin.exe via Microsoft Edge
Tech Support Specialist: Sheri, Expert replied 8 months ago

Thanks for your reply. I am not sure what you have been prompted or offered. It may be automated by the system. I have not requested to connect to you. All I have done so far is asked you the initial question. My first suggestion would be to disable Norton Firewall, then download the plugin. This may allow you to get connected to the interface via the ip address.

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Customer reply replied 8 months ago
If that's an automated prompt it reflects badly on the tech & will make the customer very unhappy. Norton was disabled & the webplugin.exe will not install. Still can't get this thing off of a loop, their support want's $89 w/the claim that they can get it installed. I can't even do a hard reset of the DVR; it can only be set to default but need to get the menu.
Tech Support Specialist: Sheri, Expert replied 8 months ago

Please let me know what message you receive when you try to download the plugin with Norton Firewall disabled. Thanks

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Customer reply replied 8 months ago
I have to go upstairs to that laptop so I'll log back into this session from up there.
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok sounds good

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Customer reply replied 8 months ago
I can't find the webplugin.exe on my laptop its not in downloads & when I try to connect to my DVR via Microsoft Edge using the IP address it say it can't find it. I may have to spend the $89 to Q-See support so they can fix it :-(. Yes the video on the monitor connected to the DVR is still in a loop & I can view it the right way from my phone.
Tech Support Specialist: Sheri, Expert replied 8 months ago

Just open your browser and type in the ip address you tried before and see if the error comes up. If so, let me know the error.

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Tech Support Specialist: Sheri, Expert replied 8 months ago

Also, sometimes with cameras and DVR's, there is a : after the ip address and a specific port number. Hopefully, when you start typing in the browser it will populate the history for you.

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Customer reply replied 8 months ago
This is what happens when I type in the IP address: Hmmm...can’t reach this page. I've accessed my router to makes sure I had the right IP address and that's what is listed. I'll rate when done.
Customer reply replied 8 months ago
I can ping it and get a response.
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok, if you would like to go further, I would be happy to assist. If you prefer to contact Q-see, I do understand. My next questions would be

1. Is the DVR hard wired or wireless to the router

2. Do you recall if the DVR ip address was statically set or automatically assigned via the router's DHCP?

If you are able to access your router interface and log in, you can look at the client list to see devices connected and see if the DVR is connected. If it is, try browsing to that ip address it shows it is assigned.

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Customer reply replied 8 months ago
The DVR is wired to a hub which is connected to the router; I set the IP to be static. I tried browsing to it as it is assigned and then with:85 after the address. 85 is the port number. My system had to reboot which is why I'm just responding.
Customer reply replied 8 months ago
I've tried Microsoft Edge; now I'm in Internet Explore; I've even tried from a different computer.
Customer reply replied 8 months ago
I've in the router and it shows it as ACTIVE
Tech Support Specialist: Sheri, Expert replied 8 months ago

Ok, if you confirmed that you have the correct ip address and port number, the next step is to see if Q-see has a utility you can download from their website, or run from a disk if included with it. Sometimes their proprietary software can detect the devices even if you cannot browse to them. I will check their website for you.

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Customer reply replied 8 months ago
Ok, I have the following software from them already: QSee View (which allow Live View just like on phone) for PC, ConfigTool (which is used to do firmware updates) both picks up the IP address. I have the latest firmware.
Tech Support Specialist: Sheri, Expert replied 8 months ago

If the Q-see view picks up the ip address, what happens when you try to access the settings?

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Customer reply replied 8 months ago
The view on the PC is just like on the phone/tablet; however I don't have the same menu options that are directly on the DVR. I can put the DVR to "default" to wipe out all custom setting and put back as if it was right of the box. Doing that "I hope" will take it out of the loop its in on the monitor connected to the DVR.
Tech Support Specialist: Sheri, Expert replied 8 months ago

When you say loop, can you explain that further? Also, resetting the DVR was the next suggestion.

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Customer reply replied 8 months ago
Showing the view from each camera one at a time for about 5 seconds each, then all 8 cameras for 5 seconds then it repeats that pattern. Camera 1 (5 sec), Camera (5 sec) all the way to Camera 8, then it will display 8 boxes on screen showing all 8 views for 5 seconds. Boy I wish I could reset this thing.
Tech Support Specialist: Sheri, Expert replied 8 months ago

OK, try to go on the screen you see with the video looping. Then either right click or double click and a menu should appear. From there you should be able to get back into the toolbar/settings. Let me know if that solves it!

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Customer reply replied 8 months ago
I've tried using the mouse connected to the DVR to do that and no response at all. I've even tried pressing the FN key on the DVR and no response.
Tech Support Specialist: Sheri, Expert replied 8 months ago

try powering off the dvr, then connecting the mouse and then repowering the dvr and see if the mouse works

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Tech Support Specialist: Sheri, Expert replied 8 months ago

or on the computer, if you run the q-see utility what happens? do you see the full screen view? Also try on there to right click in the video view or double click and see if you can get the toolbar.

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Customer reply replied 8 months ago
Its rebooting, I even plugged the mouse into my laptop and the mouse works in my laptop
Customer reply replied 8 months ago
No response from DVR when clicking the mouse, no menu or toolbar but there is red light on the mouse to show that its operative.
Tech Support Specialist: Sheri, Expert replied 8 months ago

which is rebooting?

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Customer reply replied 8 months ago
The DVR was rebooting
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok once it reboots try again to right click or double click and let me know the results

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Customer reply replied 8 months ago
I tried no response.
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok, try to open the q-see utility on the computer. scan for the ip and try to access it and let me know what happens.

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Customer reply replied 8 months ago
Are you talking about the ConfigTool or the QC-View?
Customer reply replied 8 months ago
The both software open up without a problem; the ConfigTool uses the IP address as well as the QCView software.
Tech Support Specialist: Sheri, Expert replied 8 months ago

when you open the q-see view software from the computer, are you seeing the same full screen looping view of the cameras?

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Tech Support Specialist: Sheri, Expert replied 8 months ago

disregard, I see your next post

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Tech Support Specialist: Sheri, Expert replied 8 months ago

when you access through the computer via q-see do you get the same full screen loop with no toolbar or settings?

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Customer reply replied 8 months ago
Nope, that's the weird/frustrating part
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok, it's a PC right? what version of Windows?

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Tech Support Specialist: Sheri, Expert replied 8 months ago

so on the computer you do have the toolbar and controls?

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Customer reply replied 8 months ago
Laptop Windows 10 home
Tech Support Specialist: Sheri, Expert replied 8 months ago

On the bottom left there should be a cortana search box. type in user account control to access the user account control menu. once in there, set the slider to the bottom setting, the lowest. Then reboot the pc. then let me know when that is done.

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Customer reply replied 8 months ago
Ok, will do
Tech Support Specialist: Sheri, Expert replied 8 months ago

just let me know when that's done

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Customer reply replied 8 months ago
Done
Tech Support Specialist: Sheri, Expert replied 8 months ago

Next do the following:

SETTING UP ACTIVEX CONTROL
STEP 1. Open Internet Explorer, (make sure it's not Edge)
STEP 2. Click on Tools
STEP 3. Select Internet Options in the
pull-down menu
STEP 4. Click on the Security Tab
STEP 5. Select Trusted Sites
STEP 6. Click on the Sites button
STEP 7. Uncheck the “Require server
verification (https:) for all sites in
this zone” button.
STEP 8. Type the DVR’s IP address
(obtained during Network Setup)
or DDNS domain name into the “Add
this website to the zone:” box.
STEP 9. Click the Add button
STEP 10. Close the window.

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Customer reply replied 8 months ago
done
Tech Support Specialist: Sheri, Expert replied 8 months ago

Now do this:

STEP 11. Click the Custom level…
button.
STEP 12. Pull down the “Reset to:”
menu button and select Low
STEP 13. Click the Reset button
STEP 14. Click “Yes” when asked, “Are
you sure you want to change the
setting for this zone?”
STEP 15. Click OK
STEP 16. Click Apply
STEP 17. Click OK
STEP 18. Close Internet Explorer

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Customer reply replied 8 months ago
Done, boy IE didn't want to open up.
Customer reply replied 8 months ago
Done, but IE didn't want to open back up
Customer reply replied 8 months ago
My husband just got home from work, time to spend QT with him. I'll log back on tomorrow. Do I need to do the survey tonight or when the problem is resolved?
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok, just reply when ready. thanks

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Customer reply replied 8 months ago
OK, I'll be back online tomorrow around 2.
Tech Support Specialist: Sheri, Expert replied 8 months ago

ok just reply to this message tomorrow when you are ready.

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Customer reply replied 7 months ago
I apologize for not getting online when I said I would; I needed to get ready for Thanksgiving day. I'm available now and tomorrow but not Sunday.
Tech Support Specialist: Sheri, Expert replied 7 months ago

I am away for the holiday and may be back online Saturday night. I will try replying then. Sorry for any delay.

Regards,

Sheri-Expert

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Customer reply replied 7 months ago
I understand, enjoy family time we can resume on Monday.
Tech Support Specialist: Sheri, Expert replied 7 months ago

ok, thanks. that sounds like a plan.

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Customer reply replied 7 months ago
I'm just being able to get online. I'm ready; if its to late then lets schedule for tomorrow at 5 pm. I have online training for work on tomorrow and don't get off until 4:30.
Tech Support Specialist: Sheri, Expert replied 7 months ago

Hi, just saw your message. Tomorrow at 5 pm is perfect. Just reply when you are on tomorrow.

Regards,

Sheri-Expert

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Customer reply replied 7 months ago
I'm online
Tech Support Specialist: Sheri, Expert replied 7 months ago

Hi,

Are you available now?

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Customer reply replied 7 months ago
I am
Tech Support Specialist: Sheri, Expert replied 7 months ago

ok. I will send you the next steps in a minute.

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Customer reply replied 7 months ago
ok
Tech Support Specialist: Sheri, Expert replied 7 months ago

Now open Internet Explorer (not Edge) and type the ip address of the DVR into the browser and hit enter.

You will need to download WebClient.exe” from your DVR. It should offer you the Active X control and you need to say allow.

Here are the instructions:

Even if you plan on using one of the other browsers, you will need to first access your DVR
using Microsoft’s Internet Explorer browser because you will download a plugin “WebClient.
exe” from your DVR.

When the web page loads, you may receive a warning message along the top of the page indicating that an ActiveX control was blocked. You will need to click on the warning message bar to unblock it. You will be asked to install the file “WebClient.exe”. Click Allow to begin the download. Depending upon your security settings, your computer may ask you multiple times to confirm the installation and running of this application. This Explorer plug-in is being downloaded from your DVR itself and should list Q-See International, Ltd. as the publisher. Confirm the download and launch of the software as needed. This authorization process should only occur during the first time you access the DVR from that particular computer. When the Web Client plug-in is fully downloaded, it will launch in the web page and present you with a login screen. Enter the same user name and password ***** you use when accessing the DVR. You may also choose your preferred language.

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Customer reply replied 7 months ago
This is what appears when I type in the address.Can’t reach this page•Make sure the web address http://192.168.1.204 is correct
•Search for this site on Bing
•Refresh the page
Customer reply replied 7 months ago
That's the correct IP address according to my router.
Tech Support Specialist: Sheri, Expert replied 7 months ago

Go the Cortana search bar at the bottom left and type cmd to get a command prompt, then in the command window type ping http://192.168.1.204 and let me know what it returns

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Customer reply replied 7 months ago
Accessed the Fios Router to test the connectivity: it ping successfully Packets: 4/4 transmitted, 4/4 received, 0% loss
Same response from CMD
Tech Support Specialist: Sheri, Expert replied 7 months ago

Try turning off user account control next:

5. Select Turn User Account Control
on or off
6. Uncheck the box next to “Use User
Account Control (UAC) to help protect
your computer.”
7. You will then be asked to restart your
computer for the change to take
effect.

Windows 7
1. Open up the Start Menu (accessible
by clicking on the Windows icon in
the lower left of your screen.
2. Type “uac” into the search bar and hit
ENTER. The User Account Control
will open or you will be offered a link
to click to open it.
3. Move slider to lowest setting and
press OK.

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Customer reply replied 7 months ago
I'm using Windows 10
Tech Support Specialist: Sheri, Expert replied 7 months ago

yes, but it will be there

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Tech Support Specialist: Sheri, Expert replied 7 months ago

you can type user account control in cortana search box

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Customer reply replied 7 months ago
It was already at its lowest setting
Tech Support Specialist: Sheri, Expert replied 7 months ago

Follow this to see if the active x is installed:
To remove a downloaded program file (e.g. an ActiveX control)

  1. Open Internet Explorer, click Tools and then click Internet Options.
  2. In the Internet Options window, on the Programs tab, click Manage add-ons.
  3. In the Manage Add-ons window, in the Show: dropdown list, click Downloaded controls, right-click the item that you want to remove, and then click More Information.
  4. In the More Information window, click Remove. If necessary, enter the credentials for an administrator on the computer, and then click Yes to remove the downloaded program file.
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Customer reply replied 7 months ago
There are no Downloaded Controls to remove, the box is empty. Active X isn't there
Tech Support Specialist: Sheri, Expert replied 7 months ago

look in your downloads. is there anything called webclient.exe? Just in case it was downloaded when you spoke to Q-See

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Customer reply replied 7 months ago
I tried that and it wasn't there, they just ran it not downloaded it. I can try to download it onto another system then copy it to a USB drive and try to install it that-a-way.
Customer reply replied 7 months ago
Husband will be home soon, I really appreciate all of your effort and patience considering this has been going on for a week now. I need to avail myself to him, what time tomorrow would be best if you think this can be resolved?
Tech Support Specialist: Sheri, Expert replied 7 months ago

Try one last thing. Plug in a usb mouse into the DVR and click with the left button and let me know if you get a login screen.

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Tech Support Specialist: Sheri, Expert replied 7 months ago

If you don't have time, just reply with results after doing it, at your convenience. Thanks

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Customer reply replied 7 months ago
I tried that too, I even tried switching out the mouse to make sure it wasn't the mouse. No dice.
Tech Support Specialist: Sheri, Expert replied 7 months ago

ok, if possible, just pull the power cord and leave it powered off overnight and then plug in again tomorrow. we can go from there.

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Customer reply replied 7 months ago
I just unplugged it and will keep it unplugged until the end of my work day since I work from home I'm perfectly okay with doing that during the daytime.
Tech Support Specialist: Sheri, Expert replied 7 months ago

ok sounds good. just plug it in later this evening and see what comes up

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Customer reply replied 7 months ago
Its been offline for 10.5 hrs, and its still doing the samething.
Tech Support Specialist: Sheri, Expert replied 7 months ago

Here are a few more ideas:

  1. Have you tried maybe plugging a keyboard into the DVR or maybe even a different mouse in case it doesn't detect the mouse?
  2. When the video screens are cycling, try to grab one with the mouse and pull it down to reposition or resize it
  3. Factory Reset

Let me know.

Thanks,

Sheri-Expert

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Customer reply replied 7 months ago
to number 1 & 2, there is no button to allow me to do a factory reset it has to be done within the menu itself that I can't access because of the video cycling.
Tech Support Specialist: Sheri, Expert replied 7 months ago

Ok, let me know when you try 1 and 2.

Regards,

Sheri-Expert

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Customer reply replied 7 months ago
I managed to fix it, I uninstalled Q-See View software, rebooted my laptop and then reinstall the software. Then I enabled Microsoft Windows Defender disabled Norton Internet Security that are open the Q Seaview software click on device config, and clicked on the Internet Explorer icon. Then it installed the webplugin.exe software that allowed me to access my DVR via Internet Explorer. Once in there I was able to reset it to factory default clearing all previous settings and I did not lose any of my recordings or my password ***** now it's no longer on what inside of their settings is called a video tour and my mouse connected to the DVR now now works.
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Deleted a few things on my computer, and for some strange reason my internet explorer wont work. its like there's no internet signal, but there is because my firefox works fine. any suggestions?… read more
D.Sandlin
D.Sandlin
Support Technician
6,708 satisfied customers
I have a question regarding proxy software. I am trying to
I have a question regarding proxy software. I am trying to change or mask my IP address to gain access to a webpage within a site, for which people of my specific state are blocked from seeing. I can … read more
Eternak
Eternak
IT Manager in technical support
Vocational, Technical or Trade Scho
36 satisfied customers
Cant get a good download speed for file sharing. I have DSL
Can't get a good download speed for file sharing. I have DSL Ultra. Checked speed with speedplexer I get 2347 kbps download and 319 kbps upload speeds. But downloading torrents and limewire files are … read more
Triv
Triv
Vocational, Technical or Trade Scho
22 satisfied customers
Hello, You had helped me with my clock on my Vista before.
Hello, You had helped me with my clock on my Vista before. It worked for a little while, but now it will not work at all. I looked at the IP address I have and it won't save the configurations. Also, … read more
Claws224
Claws224
CIO
5,160 satisfied customers
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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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