JVNTPA

Ladies and Gentlemen, I am building a new location for my business. In advance of our opening, I have professionally installed a 16 camera system with a Hybix NX16 DVR. This system has their own mobile app as well as a desktop/computer based app. I have a similar system in my existing location (different model DVR, same manufacturer). I am familiar with how the system works, and all is set up correctly from a networking perspective according to my installer. When I open the mobile app, I can choose between my 2 locations, and I can see both on my mobile app just fine. However, when I launch the desktop app, I can only see my original location- and not the new one. I have tried viewing them on both a windows machine as well as a Mac- but no dice. I can connect to the DVR- but it is not showing me the cameras- just a black screen with the current date/time and the camera name- so I know I'm connected. I am assuming (hate to do that) that the issue may be an activex player issue- but can't find any support beyond waiting for my installer to lead me to his Princely "IT Guy" who requires an appointment for any type of tech support, and can only be arranged by the installer. Which leads me to another question- why the hell don't the manufacturers offer tech support direct to the consumer? My installer says he would have to come to my house to be on the call with his tech guy. Dumbest thing I've ever heard. Rant over. If anyone has any insight here, I'd love to hear it. My main concern is my Mac- since that's where I do 99% of my work. Appreciate the advice and knowledge in advance- JVN

Correct. It is the Cortex system. I have the issues sorted now, since I was given access to the updated software. Thought it odd that my installer didn't provide that little tidbit to me. Cheers, JVN

Tom, Thanks for your reply. I was able to speak with a technician who advised me that I was indeed using an older version of the app for both my Mac and my Windows machine. Naturally, they don't make it easy to find the software on their website- and the link to the older version is still live, front and center. Installing the new version has alleviated my issue.

Thanks Tom. I have gone into system setup, and it does not appear that I can change h265 to h264. It does not show as an option anywhere. There is only one version of the software on the distributor's website, and apparently that's the only place where I can download it. I have tried running the app as administrator, and the results are the same. I appreciate your input. Will be meeting with my installer soon- and will post the findings after learning what his elusive IT Guy says. I have a feeling that they're going to tell me that my computers are too old to run this newer DVR. If that's the case, I'll tell them to pound sand, take their DVR and find a new install company.