EyeSoft FAQs

Questions:

We tried to make EyeSoft 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 EyeSoft 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 EyeSoft support?

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

Currently EyeSoft supports HikVision compression cards. If you want to get this extension module, please contact us

If you have other third-party capture cards, IP cameras, or device that you want EyeSoft to support, please let us know. 

5. I cannot connect to EyeSoft from a remote location, why?

There are many situations that could cause connection failure. 

You should check EyeSoft's settings first: 
a) Make sure username & password is correct and that port forwarding is set up correctly on your router. Please make sure that the port number on server side is equal to that on client side. 
b) Please check whether the corresponding modules (e.g. Video Server, Http Server, Compression module check boxes have been checked, etc) have been bound
c) The channels you want to open for remote connection must be "running". (ie. in record mode)

If your computer is behind a firewall, you have to open the ports you assigned to EyeSoft Video Server, HTTP Web Server and Windows Media Broadcast. Today most routers have 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 XP SP2 and Vista have firewall too and the firewall is also enabled by default. The first time you launch EyeSoft's network functions, Windows may ask whether you open 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 EyeSoft the permission to access Internet. Note: Sometimes Windows may not popup a dialog to ask whether you want to open the Internet access. In this case you need to manually configure the Windows firewall. (i.e. add EyeSoft 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), see our video on port forwarding or see the quick setup guide You can get a free fixed Internet address even if you have a dynamic IP address from www.DynDNS.com

Since connection failures are mostly due to wrong program setting or router settings, 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 EyeSoft with IE in some computers without EyeSoft installed, why?

The computer to connect must have Microsoft WVC1 codec installed. This codec is bundled with Windows Media Player 11. If the computers do not have WMP11 installed, you can play a media file encoded with WVC1 codec in Windows Media Player (any version above 9). WMP will download and install the codec automatically. 

Play this ASF media file encoded with WVC1 codec: wvc1.asx (20KB). You can also download a codec pack. Please see downloads section at the top of this page. Further codecs are available on the downloads section above or alternatively, download our standalone player.

7. I do not have a static IP, how can I connect to my remote video?

If you have a dynamic IP address, please see the tutorials section at the top pf the page. A free service provided by DynDNS allows you to use a fixed name for changing IP addresses and provides a convenient and memorable method of connecting to your remote CCTV on dynamic IP addresses.

8. I already activated the program the first time I run it. But now when I start it, it keeps asking me to activate it again, but I always fail to reactivate it with my license ID and password. Why?

You probably have reinstalled your windows and at the same time change some hardware. Please contact our technical support. 

9. I have bound the "OSD timestamp" module and "BiKal Compression" module, but there is still no timestamp on preview and compression doesn't start, why?

You have to "run" the corresponding channel on the control UI. 

10. What is PCI-E based capture card? What is the different between hardware compression and software compression card?

PCI-E = PCI-Express 
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 use CPU to compress video/audio data. But CPU resource is quite limited. Even with the most high-end CPU today you could not achieve real-time compression for more than 8 channels at resolution 720x480(NTSC D1). Not saying that you would need your CPU to do other jobs 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. 

EyeSoft 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-web cams, IP cameras, and remote connection to other EyeSoft, 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 start recording only when motion (or other events) is detected?

Yes, please select "Compress on event" in the Compression module in Channel Settings or see tutorial section at top of page.

13. What IP cameras does EyeSoft support?

Please see EyeSoft compatibility list.

14. When connecting to camera stream using Windows Media Player, I get a message 'codec not found'

Windows Media Player requires additional codes to play MJPEG & H.264 video streams & files. You can download a codec pack from the EyeSoft support page.

15. Under some situations, EyeSoft is not 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 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 EyeSoft is designed to be backward compatible but not forward compatible. Open the settings dialogue box, click file and click 'reset program settings'.

16. When I connect large number of cameras, I encounter out of memory problem. What can can be done to resolve this issue?

Please use the "/3GB" switch in 32 bits Windows XP or "IncreaseUserVA" in Vista. (In 64 bits windows you don't need to configure anything) . Please also make sure the EyeSoft 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.

17. How to get around the firewall problem when connecting RTSP based network ip camera/Digital Video Servers?