Welcome to the Cloudview FAQ section for the visual network adapter (VNA), visual network system (VNS) and camera functionality.
VNA FAQs

Visual network adapter (VNA) FAQs

Does the VNA require port forwarding?
No.
Does the VNA require any ports to be redirected?
The VNA needs to be able to communicate with a number of outbound ports. This is not port forwarding or port redirection.

The "outbound" ports the VNA needs access to are:

123 (NTP)
443 (HTTPS)

80 (Upgrades)

22 (Remote Support)
Does the VNA need any inbound ports to be opened?
No.
Which outbound ports need to be opened up?
The VNA needs to be able to communicate with a number of outbound ports. This is not port forwarding or port redirection.

The outbound ports the VNA needs access to are:

123
443

80

22

Note that by default, most routers will have these ports already open.
Which IP address does the VNA connects to?
Some network administrators may limit which external IP addresses can be accessed by internal devices. So it's possible that the Cloudview servers will need to be white listed.

Cloudview can't specify a fixed IP address for the network, so the domain must be white listed.

As well as the Cloudview servers, the VNA needs access to public time servers - (NTP servers).

These are:

server 0.pool.ntp.org
server 1.pool.ntp.org
server 2.pool.ntp.org
server 3.pool.ntp.org
time1.google.com
time2.google.com

It's recommended that at all of the above are available but, the service will operate with two.

The port required for NTP is port number 123.
Connection issues
If you can't see any recordings coming into your Cloudview inbox and/or you can't live-view, you may need to run through the relevant installation procedure for your VNA set out in the accompanying sections of this help guide.
How do I get into admin mode?
Please see the Admin Mode section of this help guide.
Correct order to insert cables into the VNA?
Please make sure you insert the cables into your VNA in the correct sequence as shown below:

a. BNC Cable
b. Ethernet
c. Power Supply

Caution! - insert plug into socket with power switched off, switch power on at wall once all cables are connected.
How do I access VNA logs or diagnostic data?
Go to the VNA Admin Panel.
Click the "Static" radio button.
In the first input field "IP", type "debug-archive", and hit the "Save" button.
Wait... (this can take over 30 seconds).
When the .tar file is ready, a download link will appear in the status box to the right of the screen.
Click the link, and the .tar file should automatically download, or you can right-click the link, and "save as".
What is the SD card slot for?
It is essential to use your VNA with an SD card installed to record clips if the internet connection is lost. The clips will be stored on the SD card, then uploaded when internet connectivity is reinstateIt is essential to use your VNA with an SD card installed. Without it the VNA will be unable to upgrade it's firmware, or record clips if the internet connection is lost. The clips will be stored on the SD card, then uploaded when internet connectivity is reinstated (Watch Video).
VNS FAQs

Visual network system (VNS) FAQs

General

Do I need any special software to run Cloudview?
No, you simply need an up-to-date web browser.
Which browsers are compatible with Cloudview?
Cloudview performs best with FireFox 10+, Chrome 10+, IE10+, Safari 6+, Opera 12.1+.
Does Cloudview work with IE9?
IE9 is not compatible with any of Cloudview's real-time functions. This means that live notifications and live-view do not work.
Does Cloudview work with IE8?
No.
What browsers are incompatible with Cloudview?
Cloudview will not work with IE6, IE7, IE8, Opera & Opera Mini. Cloudview works with most popular browsers.
Live-view not working in IE9.
IE9 doesn't support web sockets. Cloudview uses this technology for its real-time features, which includes live-view.
Will IE9 support live-view features?
No.
Will IE9 support Cloudview's real-time features?
No.
Is there a limit on the number of events and alerts that can be stored?
No.

Your Cloudview contract provides you with an agreed number of "recording hours" into an "inbox", the duration of which can be varied to suit your needs. The contract is annual so it does not matter if you are "over" or "under" during the contract period so long as the total hours for the year don't exceed the parameters of the contract.

Once an event or alert has been in your inbox for the full duration, it is deleted from our servers.

It's possible to retain footage for perpetuity. Please see the Inbox section of the VNS help guide.
How do I set up Cloudview to send me email alerts?
Email alerts are set up from within the alerts schedule. Select the camera that the alert is to be sent from, then choose the user to receive the email, edit and set the schedule. - Return to the Camera settings page to make sure that the alert schedules are switched on in the camera schedules summary (Watch Video).
Can I choose more than one person to receive an alert?
Yes, so long as they are set up as a system a user, with permission to receive alert emails, you can select as many users as you want.
I don't want to receive email alerts when I am not working?
Simply set your schedule not to send email alerts to you during your working hours.
I have set up alert schedules but don’t seem to be receiving emails?
The Activation of alert schedules ensures that alert emails will be sent if an event occurs that is activated by motion detection or another trigger. Alerts will not be sent unless a recording schedule is also set and activated.
What are monitoring alerts?
Monitoring alerts are sent if there is a camera failure, or an internet connection failure. In the case of either of these events occurring, and a schedule is set up and activated, email alerts will be sent to users set to receive them.
How do I set monitoring alerts?
Select the camera or cameras to be monitored, choose the user or users to receive the email alerts and then edit and set the schedule. Make sure that the alert schedules option is switched on in the camera schedules section of the camera settings page (Watch Video).

Inbox

What is the best way to save a clip?
By saving the clip to a folder. Once it's saved, it won't be deleted and can be accessed anytime. Watch Video
How do I save a clip?
First, create a folder (Watch Video). Once you've done that, right click your mouse whilst hovering over the clip you want to save in the inbox, and use the pop-up menu (Watch Video) or play the clip you want to save and click the folder icon in the clip viewer (Watch Video).
How many clips can I save?
As many as you you want!
How can I best organise lots of saved clips?
You can create sub-folders of a main folder to help organise your clips and folders better.
How do I delete a clip?
From your inbox, right click the clip you want to delete to show the pop up menu then click delete (Watch Video) or click on the trash can that appears at the end of a played video clip (Watch Video). If you want to delete multiple clips, select the required clips from your inbox and delete them using the bulk actions function. Deleting (Watch Video).
When I delete a clip has it gone forever?
No, deleted clips are stored in your 'bin' at the left hand side of the inbox screen for a further 24hrs after deletion.
How do I create a folder?
On the left hand side of the page is the Folders section. Simply click the + icon and create a parent or sub-folder from the pop-up window. Name the folder, choose the parent folder if required, then click save (Watch Video).
Can I save a clip when I have watched a video?
Yes, when the clip has played, or you hover over the clip player, to save the clip, click on the 'Folder' icon that appears. Select, or create the folder you wish to save the clip to (Watch Video).
Can I send a clip to someone else to see?
From the inbox, right click the the video you want to send and select the envelope from the options that appear (Watch Video). Or, from the clip viewer, after the video has played, click on the envelope icon - you'll then see a box to enter the recipients email address and a message (Watch Video).
Can I delete more than one clip at a time?
From your inbox, check the boxes to the left of each clip for deletion, then click the "Bulk actions" drop down menu, delete the clips selected. Or delete the latest 25 clips in your inbox by clicking the down arrow under "Bulk actions" and selecting delete from "Bulk actions" (Watch Video).
Camera FAQs

Camera FAQs

Can I watch a live stream?
Yes, Cloudview allows a 30 sec live view stream each time requested (Watch Video).
How do I see live view?
You can access live view through the camera settings, by clicking the 'eye' icon, or through the dashboard by selecting a camera and again clicking the live view 'eye' icon (Watch Video).
Why is the live view feed only 30 seconds?
Keeping the session to 30 seconds minimises your bandwidth overhead.
Does Cloudview have motion detection?
Yes, in the camera settings menu, under the double knock section, the area, position, and sensitivity for up to four different motion detection windows per camera can be set (Watch Video).
Can I set motion detection if my camera doesn't have this feature?
Regardless of the camera you have, so long as it successfully connects to the Cloudview VNA, you can set motion detection as an event and alarm trigger (Watch Video).
What is the slider bar for at the top of the motion detection screen?
Use the slider bar to minimise false activations by setting the sensitivity of the motion detection. 100% is the most sensitive and 1% the least (Watch Video).
What is redaction?
Redaction is obscuring or blanking out an area of the screen for legal or privacy purposes (Watch Video).
How do I set a redaction area?
From the camera settings menu, choose "edit redaction", click on the grid at the top of the settings window. A blue square will appear that you can adjust the size and position of - this area will be blanked out on all live views and clips (Watch Video).
Can a redacted area still detect motion?
Yes, if the redacted area is within a motion detection window, you just won't be able to see it.
What cameras do we support?
Cloudview support analogue cameras using Standard Definition Composite Video in PAL or NTSC format. Cloudview also support IP Cameras that provide an MJPEG stream over http, using Basic Authentication.
What is the minimum bit rate required?
The minimum bit rate required depends on the frame rate, image content (which affects the image filesize), and the number of images recorded.
For example:
A VNA recording a total of 1 hour per day at 1 frame per second, can typically operate on a minimum bitrate of around 100Kbps.
A VNA recording a total of 2 hours per day at 5 frames per second, can typically operate on a minimum bitrate of around 500Kbps.
Which video formats are supported?
The video formats that Cloudview support are PAL (Europe) and NTSC (US).
My camera icon is not in the correct place on the map.
When the VNA is sent out the camera is positioned from the postcode provided. The position of the camera can be changed in the camera menu settings (Watch Video).
How do I change the position of my camera icon on the map?
In camera settings, in camera details is a "Reposition on Map" icon. Click this, zoom in and out and drag the icon to the location that represents an accurate location for your camera, click save to keep in your settings (Watch Video).
Why are all my camera icons stacked up with a number on the corner on the map?
If you have multiple cameras on one site, they will be stacked, with the number of cameras at that site showing on the corner of the icon. As you zoom, you can position each camera accordingly and once saved, they will show in their individual location.
What is image hashing?
Image hashing is a process that enables each image that makes up a video clip to be uniquely watermarked and identified - we do not recommend turning this function off (Watch Video).
What is double knock?
Double knock describes the ability to activate alerts from two sources such as an infrared sensor and motion detection in order to filter out false alarms (Watch Video).
Does Cloudview have a double knock capability?
Your VNA can be set to be triggered by both motion detection and/or an external sensor (Watch Video).