Wren Solutions

Frequently Asked Questions (FAQs) and Troubleshooting Guide

If you have a question about your Wren product or are trying some basic troubleshooting before contacting a support resource, our FAQs are extremely helpful. Just click on the product you are interested in.

 

Encapsulon Video (back to top)

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When I open Live View or Playback, my screen is disoriented or the icons are missing from Live View or Playback.
Verify you are using IE 7.0 or greater. If using IE 8.0, add the Encapsulon URL to the Compatibility View Settings under IE’s Tools menu.
When I open Live View or Playback, the player does not open in full screen and I see a gray bar at the top and the taskbar at the bottom.
In IE’s Internet Options, verify that http://encapsulon/ is added to the trusted local intranet sites.
When I open Live View or Playback I get a red X in each video frame when trying to view video.
In Encapsulon Video, select Help > Video Player Setup from the menu. Follow instructions to install the Encapsulon Video Player.
When I am watching video, it appears to have poor quality.
Verify color on the desktop getting the poor quality is set to 32-bit.
When I open Live View or Playback, the player buttons are misaligned or the frames are not centered correctly.
Verify the resolution on the desktop is at least 1024 x 768. Verify Zoom settings in IE are set to 100% and not larger.
Can you sort exported video by date?
Yes. In the Exported Video screen, click on the Start Time column header to sort the list.
What image formats does the map view support?
JPEG, GIF, PNG, BMP
Can Encapsulon Video remember the default view for individuals based on login?
Users can define private or public views in the Live screen. Each time they enter Live View, they can select their saved view of choice to display.
In the Playback screen, sometimes I notice that the timestamp on the individual playback images is slightly different.
The playback images are time synchronized as much as possible given all of the factors involved including individual frame intervals, individual player instances, network latency, and CPU speed.
How much room is there for exported video?
15 gigabytes of storage are reserved on each VRA for exported video. Exported video is never purged automatically by the system. Exported video that is no longer needed should be manually purged on occasion. If the storage capacity is met, a user will receive a message upon creating an export.
How long do events and associated camera notes stay in system?
Events are cleaned up by the Watchdog utility. Events are purged after 90 days. Any associated video is only available as long as the video is retained on the recording server. Retention periods are based on multiple variables including user defined recording settings.
How do we backup the video in the Encapsulon Video system?
A nightly process will run on the PSA that will backup the configuration databases onto the USB drive that comes with each PSA. If the PSA fails, Wren will work with the customer to rebuild the PSA and restore the databases from the nightly backups. If a rebuild is unsuccessful, and the appliance is under warranty, Wren will replace the appliance with a new one. The VRAs do not need to be backed up. In the event that a VRA fails, the appliance can be replaced. The Encapsulon Video application has a ‘Rebuild VRA’ function to make hardware replacement easier. The customer can swap out the VRA, and click Rebuild VRA. This function adds all previous cameras and restores any configuration information.
What happens if the hard drive or power supply fails on my PSA or VRA?
There are no customer-serviceable parts for the appliances. Wren will ship a replacement appliance if one fails, under the warranty program.
Can VRAs record from cameras across subnets?
Encapsulon Video can record across subnets as long as the routers allow the required traffic across the subnets. 

 

Analog Cameras (back to top)

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What is the required voltage to power open board and box cameras?
All of our cameras are dual voltage cameras: 12vDC or 24vAC. The polarity on the DC does not matter.
On the video output pig tail; why are there two BNC connecters?
The longer of the two connections is meant to be hooked into the head in. The shorter of the two cables is meant to be placed inside the dome for future service loops.
How far will the analog signal travel over coax?
1,500 ft. max.
I’m getting scrambled video at the head end.
Check the signal at the camera with a service monitor; be sure to disconnect the head in home run. If the problem continues, then the camera is defective. If the picture is fine than there is an issue with either the head in cable, DVR or monitor.
I’m getting black and white video during the day.
If your camera is a Color camera, then reboot your DVR system. If your camera is a TDN camera, then check the iris level of the camera. Turning the gain control screw clockwise will open the iris and will allow more light in, causing the camera to go back into color mode. The light sensor on the camera could be covered up.

 

DRS6000 Series DVRs (back to top)

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What does a HDD(#) error mean?
The hard drive within the unit has several bad sectors and/or has failed. Contact Wren Support
The Live Video shots are changing colors - green-purple.
The on-board video is failing. Contact Wren Support
In Live View, the sequence of my cameras is out of order.
While in Live View, press enter. A green box will appear on camera shot #1. Arrow over to the shot that is out of sequence and, using the number pad, press the correct number for the camera.
How many DVR’s can I control with a single remote and how do I program it?
20- DVR’s; ID: 0-19
Each DVR will need its unique ID. Program the ID of each DVR using the front panel of each DVR. (See Instructions on how to program the DVR ID) (link to ProSeriesRemoteManual.pdf) Using the remote, press and hold the ‘ID’ button while entering the ID# of the DVR that you want to control. This is always a two digit code.
How do I back up video?
Insert your flash drive or place writable CD into burner. While in Live View, press the ‘Back Up’ button. Starting at the top of the menu, fill in each section: target to write the files to, start time, end time, and camera views.
Can I burn multiple camera views and times on the same CD?
You can burn multiple camera views on a CD, but cannot burn multiple time segments onto the same CD. You can accomplish this by using a USB Thumb Drive.
What types of USB Thumb Drives can be used with this DVR?
We recommend using Scan Disk drives; size limit of 32GB. (Longer drives can be used, but they can have problems backing up data – use at your own risk.)
Can I use an external hard drive to back up my data and what type should I use?
We recommend using Western Digital drives - size limit of 32GB. (Larger drives can be used, but they can have problems backing up data – use at your own risk.)

 

Public View Monitors (back to top)

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I’m getting a blank screen. There appears to be no power to the PVM.
Unplug the power cord then wait 10 seconds and plug it back in. Press the Auto button to change video inputs. The monitor could be looking for video on the VGA port or alternate BNC input port.
I’m getting scrambled video on the monitor.
Disconnect all other BNC cables from the back of the monitor. Remove the monitor from the mount to break the connection between the monitor ground and structure ground. If this fixes the scrambled video, run an additional cable between the monitor and power supply. Fasten the end at the monitor to a part of the monitor case and the end at the power supply to the power supply ground. Alternatively, connect a short wire from the V-port on the power supply to the power supply ground on the opposite side of the monitor.
I’m getting scrambled video at the DVR.
Check the video at the monitor with a service monitor connected to the camera output BNC connector. Check cable integrity and all connections between the monitor and DVR or recording device. Make sure that the DVR is properly grounded. Use a video isolator between the monitor and DVR.
How many 26” monitors can I hook up to a 600 watt multi-power supply?
3 is recommend, but 4 is the max depending on the length of each cable run.
How many 26” monitors can I hook up to a 320 watt multi-power supply?
2 is recommend, but 3 is the max depending on the length of each cable run.
How many 19” monitors can I hook up to a 600 watt multi-power supply?
4 is recommend, but 5 is the max depending on the length of each cable run.
How many 19” monitors can I hook up to a 320 watt multi-power supply?
3 is recommend, but 4 is the max depending on the length of each cable run.

 

IP Cameras (back to top)

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Neither the green nor red LED lights are on.
There is no power indication. Check power source. If you are using POE, check port settings and/or switch ports on the switch.
The red light is on, but the green light is not.
There is no network connectivity. Check the network port. If the unit is receiving POE, check to make sure the port or the IP Address is not being blocked.
What do the red and Green LED lights mean?
Red – Solid indicates power
Green – Flashing indicates network connectivity
Green – Solid indicates a problem with the unit

 

Wren VMS Software (back to top)

The Wren VMS Software reached end of life on July 31, 2011. While customers can continue using the VMS software, no further technical support will be provided. If you want to upgrade to a Wren supported product, you will need to purchase Encapsulon Video. If you have any questions about the end of life for VMS, please contact us at product.support@wrensolutions.com.