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TERMS & COND'S | SUPPORT PRODUCTS | UPGRADES | SUPPORT FORMS | FAQs

Frequently Asked Questions

- What is an Update?
- How do I Update?
- I do not have Internet Access. How do I Update?
- What is an Upgrade?
- How do I Upgrade?
- Am I eligible for support?
- How do I get an activation code?
- How do I get a new serial number?
- How do I add a Local Camera?
- How do I add a Remote Camera?
- How do I find my IP address?
- What version of Windows am I using?
- How do I password protect my Cameras?
- How do I start my Product when Windows starts up?
- How do I get Cameras to start automatically (Open/Monitor/Record)?
- How do I Configure Scheduling?
- What is File Fragmentation?
- What is File Recycling?
- What is the “Background Operation” function?
- Should I use Compression?
- Why are there Red and Yellow Zones in the Motion Detection Settings Screen?
- What does the Yellow Hazard symbol mean?
- How do I set up Motion Detection?
- How do I adjust Brightness/Contrast or Colour?
- How do I change the Camera Resolution and Image format?
- How do I configure Instant Alerts?
- Why is my Guard Alert greyed out on the Instant Alert page?
- How do I record a Phone Message?
- How do I view session/capture logs?
- How do I open my Recordings?
- How do I Delete my old Recordings?
- How do I configure my Firewall to work with Surelabs products?
- I'm receiving a lot of false alerts from my software, how can I prevent this?
- Can I mix PAL or NTSC cameras on the same capture card?
- How do I upgrade to have more cameras?
- What is the Driver Installation Procedure/Windows Crashes When I try to activate my cameras
- Why am I receiving the following error messages in the Error Log file?
     - "Failed to create a record file. Start()"
     - "Failed to CreateNewStream( ) file."
     - "Failed to CloseCurrentStream to file."
- Where can I find the Video Capture Driver Files (eg. BT848_0.sys or BT848_1.sys or BT878.inf )?
 

Why does my SMS Alert fail?
-

What is the meaning of the Error message “The Serial No: you have provided has already been registered with Surelabs”?
  What is the meaning of the Error message “CPU ID No: and Serial No: you have provided has already been registered with Surelabs?
 

What is the meaning of the error message “Invalid activation code”?
  Why does my camera synchronize and close while attempting to open another?
  How are Activation Codes generated?
  How does Reformatting the HDD and upgrading the Operating System affect my Surelabs Application?
  What do I do when I have reached the maximum amount of times that I can register my Surelabs Software?
  Why does Surelabs charge for Support?
  Why is it important to always perform a live Update?
  Why does the Server Surelabs Application don't work/or connect with the Client Application?
  Where can I get more information Installing Surelabs Video Capture Cards?
  What is the minimum system specifications to use a Surelabs Application?
  Why does Video moves up and down a pixel?
  Video not Recording or When opening Video Log "There are no files to Display" message appear?
  Will the system support more than 1 mobile phone being used at the same time?
Q. What is an Update?
A. An update refers to the process of changing the Revision Number of your software.
i.e. If you are using Swordfish 2002 1 port Version 2.0.17.0. An update would bring you up to Swordfish 2002 1 port Version 2.0.20.0.
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Q. How do I Update?
A. 1. Click “Start/Programs/Surelabs/Live Update Utility”
Or
From the Surelabs application, Click on the “File” menu, then click on the “Update” menu item.
2. Click on the “Start Downloading” button.
3. When the download is complete (if it was necessary) the update program will automatically close.
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Q. I do not have Internet Access. How do I Update?
A. Contact Surelabs Technical Support and for $10.95 (inc GST) postage we will send you the Update you require on CD.
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Q. What is an Upgrade?
A. An Upgrade refers to the process of changing the Version of the Product.
i.e. If you have Swordfish 2002 1 port Version 2.0.20.0 and you want Stingray Professional 2002 2 port Version 2.0.20.0 you would be Upgrading.
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Q. How do I Upgrade?
A. You can find more Upgrade information on this web site - please CLICK HERE.
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Q. Am I eligible for support?
A. To be eligible for support you must fulfil One of Three requirements.
1. You have purchased a Premium Support Contract that is still current.
2. You have purchased a support Incident.
3. You contact support on the Pay-per-Minute number. (?)
For more information please CLICK HERE.
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Q. How do I get an activation code?
A. Once you have Installed our software, you can visit our website and Click on the Register link. If you do internet access please call the 1900 Support Number.
NB. Make sure you are in front of the Computer and have our product running when you call support.
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Q. How do I get a new serial number?
A. If you loose your serial number you will need to call Surelabs Technical Support.
NB. Proof of Purchase will be required. Administration charges may apply.
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Q. How do I add a Local Camera?
A. 1. Single left click on the “Settings” menu.
2. Single left click on the “Configure Cameras” menu item.
3. Single left click on Camera you wish to add in the “Devices” list.
4. Single left click on the “Enable” tick box under the “Device” heading.
5. Single left click on the “OK” button.
6. Single left click on the “Camera” menu.
7. Single left click on the “Open Camera” menu item.
a. Or hold down “CTRL” and hit the “N” key.
b. Or Single left click on the “New” button (Looks like a Camera).
8. Choose the Camera you wish to open from the list.
9. Single left click on the “OK” button.
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Q. How do I add a Remote Camera?
A. 1. Single left click on the “Settings” menu.
2. Single left click on the “Configure Cameras” menu item.
3. Single left click on the “Remote” tab.
4. Enter a Camera name in the “Name” field under the “Device” heading.
5. Enter the IP Address of the Remote Camera in the “Remote IP” field.
6. Enter the Port number of the Remote Camera in the “Remote Port” field.
7. Enter and Confirm the Password of the Remote Camera in the “Password”/”Confirm Password” fields.
a. We recommend the use of a password on all remote cameras.
8. Single left click on the “Enable” tick box under the “Device” heading.
9. Single left click on the “Add” button.
10. Single left click on the “OK” button.
11. Single left click on the “Camera” menu.
12. Single left click on the “Open Camera” menu item.
a. Or hold down “CTRL” and hit the “N” key.
b. Or Single left click on the “New” button (Looks like a Camera).
13. Choose the Camera you wish to open from the list.
14. Single left click on the “OK” button.
a. NB. Remote Cameras will take around five seconds to initialise.
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Q. How do I find my IP address?
A. 1. Single left click on the “Start” button.
2. Single left click on the “Run” menu item.
3. Type in the following depending on your operating system.
a. Windows 98 and ME, Type in “command” and hit the “Enter” key.
b. Windows 2000 and XP, Type in “cmd” and hit the “Enter” key.
4. Type in “ipconfig” and hit the “Enter” key.
5. Your IP Address will now be displayed.
6. Type in “exit” and hit the “Enter” key to close this window.
OR
Check Surelabs System Info dialog in the About Surelabs Dialog.
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Q. What version of Windows am I using?
A. 1. Single left click on the “Start” button.
2. Single left click on the “Run” menu item.
3. Type in “winver” and hit the “Enter” key.
4. This will now display the version of Windows you are using.
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Q. How do I password protect my Cameras?
A. 1. Single left click on the “Settings” menu.
2. Single left click on the “Configure Cameras” menu item.
3. Single left click on Camera you wish to protect in the “Devices” list.
4. Enter and Confirm the Password of the Remote Camera in the “Password”/”Confirm Password” fields.
a. NB. Passwords are only used on when connecting to Remote Cameras.
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Q. How do I start my Product when Windows starts up?
A. 1. Single click on the “File” menu.
2. Single click on the “Global Properties” menu item.
3. Tick the “Start when Windows Starts” tick box.
4. Single Click on the “OK” button.
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Q. How do I get Cameras to start automatically (Open/Monitor/Record)?
A. 1. Single left click on the “Settings” menu.
2. Single left click on the “Configure Cameras” menu item.
3. Single left click on Camera you wish to start automatically in the “Devices” list.
4. Tick the “Enable” under the “Autostart” heading.
5. Depress the “Display”, “Monitor” and/or “Record” buttons as required.
6. Single Click on the “OK” button.
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Q. How do I Configure Scheduling?
A. 1. Click on the “View” menu.
2. Click on the “Schedule” menu item.
3. Choose a Camera, by left clicking its name in the Devices panel.
4. Tick the “Video” tick box.
5. Choose the action, either Monitoring or Recording, by left clicking on the Action button.
6. Select the Start and End time of the Action.
7. Choose either a Recurring period or a Date Range, by left clicking on the tab under Schedule.
a. NB. Recurring periods of operation are set for a time interval on a certain day of the week; you can add more than one period. Date range periods are set for continuous operation between one date and time and another.
8. Single left click on the “OK” button.
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Q. What is File Fragmentation?
A. Setting File Size Fragmentation places a Limit on the size of all recordings.
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Q. What is File Recycling?
A. File Recycling set the maximum space that can be used for your recordings. Once that size is reached, your older recordings will be deleted.
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Q. What is the “Background Operation” function?
A. Enabling the “Background Operation” function allows our program to minimise to the system tray.
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Q. Should I use Compression?
A. Setting compression reduces the size of Video Files but also reduces the Quality of the Image. You should make this decision based on the speed of your Internet connection.
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Q. Why are there Red and Yellow Zones in the Motion Detection Settings Screen?
A. Red and Yellow Zones allow you to have two different sensitivity settings for customised alert management.
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Q. What does the Yellow Hazard symbol mean?
A. When you are setting the Alert Sensitivity you can use the “Hazard” symbol as a guide. If the symbol is greyed out then motion is not detected. If the symbol is not greyed out then motion has been detected.
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Q. How do I set up Motion Detection?
A. 1. Single left click on the “Motion” button.
2. Select the desired sensitivity level.
3. Single left click on the “OK” button.
a. NB. Sensitivity Settings will vary depending on Camera models and ambient lighting.
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Q. How do I adjust Brightness/Contrast or Colour?
A. Generally you can do configure your Brightness/Contrast or Colour using the “Video Settings” menu item under the “Settings” menu. These options may vary depending on the Camera Device you are using.
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Q. How do I change the Camera Resolution and Image format?
A. Generally you can configure Camera Resolution and Image format from the “Stream Format” menu item under the “Settings” menu. These options may vary depending on the Camera Device you are using.
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Q. How do I configure Instant Alerts?
A. 1. Single Left Click on the “Settings” menu.
2. Single left click on the “Instant Alerts” menu item.
3. Choose your “Internet Service Provider” from the dropdown menu.
4. Enter your ISP username and Password in the “Username” and “Password” fields.
5. Enter your email address in the “Source Email Address” field.
6. Enter the email address you wish to send alerts to in the “Destination Email Address” field.
7. Enter your Mail Server Address in the “SMPT Server” field. This is also known as your POP3 Server. Eg. “mail.yourisp.com.au”
8. Enter the Phone Number you dial to connect to the internet in the “Phone Number” field.
9. Choose the type of Alert you would like to use under the “Alerts” panel.
10. Single left click on the “OK” button.
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Q. Why is my Guard Alert greyed out on the Instant Alert page?
A. “Guard Alert” needs to be enabled in the “Global Properties” page.
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Q. How do I record a Phone Message?
A. 1. Single left click on the “Settings” menu.
2. Single left click on the “Instant Alerts” menu item.
3. Single left click on the “Record Phone Message” button.
4. This will open Windows Recorder.
5. Record your message and save it.
6. Single left click on the 3 dots (…) to the right of the “Phone Message File” name.
7. Browse to the location where you saved the message and select “OK”.
8. Single left click on the “OK” button.
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Q. How do I view session/capture logs?
A. 1. Single left click on the “View” menu.
2. Single left click on Log menu item you wish to open.
3. Single left click on the “OK” button to close the window.
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Q. How do I open my Recordings?
A. 1. Single left click on the “View” menu.
2. Single left click on “Capture Log” menu item.
3. Choose the file you wish to review and double left click on it.
4. This will open Windows Media Player to play on the video.
5. When you have finished, close Media Player and single left click on the “OK” button.
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Q. How do I Delete my old Recordings?
A. 1. Single left click on the “View” menu.
2. Single left click on “Capture Log” menu item.
3. Single left click on the file you wish to delete.
4. Single left click on the “Delete” button.
5. Single left click on the “OK” button to close the window.
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Q. How do I configure my Firewall to work with Surelabs products?
A. You should only need to open up the ports that the Remote cameras are using. See your firewall documentation for more information.
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Q. I'm receiving a lot of false alerts from my software, how can I prevent this?
A.

To help reduce false alerts try the following tips for optimizing the sensitivity and image zoning of your cameras:

Outside cameras
Be aware of changing light levels on sunny/cloudy mixed days. Mask out or lower the sensitivity of the worst areas of the image subject to this kind of activity. Windy days may also cause allot of tree and shrub movement or even the shadows of such vegetation may cause alerts. Car headlights at night can also trigger alerts. Masking out areas of the image which may be subject to regular light change may reduce this type of false alert. Some users may also like to know about this type of light change event. It depends what events you are looking for in your image and your system.

Inside cameras
Inside cameras are much less likely to have the same light based activity as outside cameras. Try to increase your sensitivity as high as possible without having too many false events.

Tip for all cameras
Try to use the spot Red zoning and put a higher sensitivity than the general Yellow zone. Place the Red Zone spots sparingly in strategic patterns on the grid where light changes or any other visual noise is the most minimal of the image. (Remember: poor camera and cable quality also causes visual noise.)

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Q. Can I mix PAL or NTSC cameras on the same capture card?
A.

You may only use different frequency cameras on different cards. All 4
port must have the same frequency cameras. The BT878 card does not support
different frequency cameras on the same card.(BT143, BT143N, BT147, BT152)

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Q. How do I upgrade to have more cameras?
A.

Contact Surelabs for pricing information to Upgrade your license to support more cameras  :  support@surelabs.com.

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Q. What is the Driver Installation Procedure/Windows Crashes When I try to activate my cameras
A.

Try reinstalling your hardware drivers. The normal installation process should be:

  1. Windows O/S
  2. Latest Windows Updates and patches.
  3. DirectX
  4. Video Capture Drivers

If you install in the wrong order you may experience this problem.

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Q. Why am I receiving the following error messages in the Error Log file?
     - "Failed to create a record file. Start()"
     - "Failed to CreateNewStream( ) file."
     - "Failed to CloseCurrentStream to file."
A.

These error messages are indicative of a corruption in your Windows installation - you will most likely need to perform a clean reinstall of Windows.
Please contact Surelabs Support Team before taking any action.

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Q. Where can I find the Video Capture Driver Files (e.g. BT848_0.sys or BT848_1.sys or BT878.inf )?
A.

Video Capture Card Driver Files are typically located in the Capture Card installation CD (e.g. unzipping the bt878_2p.EXE or bt878_4p.EXE files from the installation CD),
Or in the Surelabs CD-Rom, under Drivers folder.

You can also quite often download these files from the card manufacturer's web site.

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Q. Why does my SMS Alert fail?
A.

Your SMS Alert will not send unless the following areas being taken care of:

  1. Registration/Activation of your product

  2. Available SMS Credits in your account

  3. Your Internet connection is working.

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Q.

What is the meaning of the Error message “The Serial No: you have provided has already been registered with Surelabs”?

A.

Your email address is linked to your serial number at the time of the initial registration of the Surelabs software anyone who attempts to register the same serial number under a different email address will return the above error message. If at your initial registration it returns the above error message you will need to contact Surelabs support center.

Note! You will be asked to provide a proof of purchase and or return the product back to the place of purchase for replacement.

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Q.

What is the meaning of the Error message “CPU ID No: and Serial No: you have provided has already been registered with Surelabs?

A.You cannot register the same Serial No: and CPU ID No: twice. If you have lost your activation code you need to contact Surelabs support center where you will need to supply the Serial and CPU ID No: and for the cost of a support fee we will retrieve your activation code.
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Q.

What is the meaning of the error message “Invalid activation code”?

A.

You need to check that you have entered in the registration form the correct Serial and CPU ID No: and that the CPU ID No: corresponds with the computer’s Surelabs CPU ID No: that you are trying to register.

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Q.

Why does my camera synchronize and close while attempting to open another?

A.

Incorrect capture card drivers have been installed (see link on instructions on “how install capture card drivers).

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Q.

How are Activation Codes generated?

A.

Activation codes are generated from the combination of the Serial No: and the Surelabs CPU ID / Windows Product ID No.

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Q.

How does Reformatting the HDD and upgrading the Operating System affect my Surelabs Application?

A.

Performing the above procedures causes windows to change the CPU ID No: which renders the previous activation code invalid all you need to do is reregister the software to receive a new activation code.

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Q.

What do I do when I have reached the maximum amount of times that I can register my Surelabs Software?

A.

Contact Surelabs Support Center and apply for a database Serial number reset at which you will be charged a support  fee.

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Q.

Why does Surelabs charge for Support?

A.

Due to it’s low prices Surelabs have removed the cost of support from it’s prices User pays applies to all support inquires that are related to setup or usage of the Surelabs products but not the installation of the CD as of 30 day from purchase date as per the terms and conditions of the Surelabs end user license agreement (EULA)

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Q.

Why is it important to always perform a live Update?

A.

To receive the latest version and any added features, Surelabs have added Live Update as a wonderful feature that adds powerful value to your product.

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Q.

Why does the Server Surelabs Application don't work/or connect with the Client Application?

A.

Always make sure your Server and Client Surelabs Application have the same software version.

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Q.

Where can I get more information Installing Surelabs Video Capture Cards?

A.

You can find more information on this download - please CLICK HERE.

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Q.

What is the minimum system specifications to use a Surelabs Application?

A.
  1. Pentium 3, 500 MHz
  2. Windows 98/2000
  3. 512 MB Ram
  4. 16 MB SVGA Graphics Card
  5. 40 GB Hard Disk

NOTE: Each Video Capture Card needs extra memory Ram.

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Q.Why does Video moves up and down a pixel?

A.

Your Video window will move up and down if:

  1. Different type of Cameras or Camera Frequency (PAL, NTSC) are connect on the same Video Capture Card, sharing the Same Main Chip
  2. Cameras has a power leak. All cameras must produce 1 volt of video signal to the capture card.
  3. Wrong Video Capture Card Drivers have been installed.
  4. Run out of PC Memory. Set minimum 512 MB Ram
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Q. Video not Recording?
A.

Please check the following parameters :


1. Under the File-> Global Properties-> File -> File Recycle , the value should not be greater than the actual diskspace remaining of your hard drive
2. No (.) period character should be placed on the Recording Locations ( e.g. D:\Program Files\Surelabs.30\Stingray Diamond or C:\Video.log )
3. Surelabs use Windows Media Player for playback / recording / encoding video images, third party media player should not be use , if already installed you should uninstall from the Control Panel -> Add/Remove Programs

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Q. Will the system support more than 1 mobile phone being used at the same time?
A.

Yes the CCTV system will support multiple remote sessions at the same time. But you will need to make sure the PC has enough resources. If you are using full functionality of the system with multiple users remote accessing at the same time, it is recommended a PC is 1GB RAM, P4 3Ghz CPU and 32MB Video RAM with no other applications running on the PC. For very high volume use it is recommended a minimum of a Dual ZEON Processor with 2Ghz RAM dedicated server is used. For best results a Quad Processor server is suggested. Each stream should have 64Kb available of upstream bandwidth
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