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WatchGuard Q&A

 

When operating WatchGuard, most technical problems can be resolved by referring to the on-line help on both the WatchGuard Server and WatchGuard Client. If you can not find the answers from the operational manuals, please refer to the following Q&A. If any problems can not be answered from the Q&A, please email us at:
support@giga-labs.com
We also provide training programs for distributors.


Q & A

Q1: I ran the WatchGuard Server from Windows Desktop and it doesn't work, how can I fix it?
A: Usually, if you want to install the WatchGuard system, you need follow the steps as described in the readme.doc file which is included in the CD-ROM:
1. Install WatchGuard PCI card.
2. Install drivers by referring Q3 of the Q&A.
3. Install WatchGuard application software by double clicking setup.exe.
If your WatchGuard Server doesn't work, you need find the reasons from the symptoms by the following Flow Chart:
After you run the WatchGuard Server application program (by clicking at WatchGuard Server Icon on Desktop),
if you don't see any video image on screen but covered by blue, the drivers are installed properly, just no video signal comes in. Check:
If yes, check if cameras are connected to the WatchGuard PCI card?
If no, connect cameras to the WatchGuard PCI card. If yes, check if the cameras are plugged into power outlet?
If no, plug your cameras into power outlet. If yes, check if the power is on?
If no, turn power on. If yes, then you may have a bad camera.
if you don't see any video image on screen but covered by white, the drivers are not installed properly.
Check if the PCI card is plugged into your computer?
If no, plug in the PCI card. If yes, refer Q10 to check if the drivers are installed properly?
If no, refer Q3 to install the drivers. If yes, you may accidentally damage some driver files and need reinstall.
Refer Q9 to uninstall the current drivers.
Refer Q3 to reinstall them again.
Refer Q10 to confirm the drivers are installed properly.


Q2: When I run WatchGuard server from Windows desktop, the system comes out a message: missing mfc42.dll. How can I fix the problem?
A:
REASON: You are using an older version of Windows than what WatchGuard requires.
FIX: Please install a new version of Windows or copy the mfc42.dll from other newer PC into c:\windows\system of your PC.

Q3: How do I install the WatchGuard drivers?
A: All the driver files are included in the WatchGuard CD-ROM under drv folder. Please refer the readme.doc in the CD-ROM for the driver installation.

Q4: How can I make a remote connection to the server?
A: Please refer to the last chapter of the WatchGuard client operation manual.

Q5: When connecting to the server from the client remotely, how can I make sure that the remote connection is successfully made?
A: When the 2 computers are connected successfully, you will see a "connected" message, client IP address and server IP address on the bottom of both client and server screens. Otherwise, you will see a " bad" connection message.

Q6: After I connect to the server site from the client successfully, why can't I see any video images or the video image looks frozen on the client site?
A:
REASON: The current telephone lines and modems are designed for analog transmission. The transmission speed is very slow. When transmiting video data, you are transmiting many mega bytes of video data per second. So, the data size is beyond the traditional phone line and modem transmission capability. The PC has to process the entire video frame (many mega bytes) completely before it can take any other command. For a 56K (bits) modem, it can take maximum of 7K (bytes) per second. Theoretically, at an extreme case, a 640 x 480 frame is consisted of 640 x 480 x 3 = 921,600 bytes. It takes about 132 seconds to transmit a frame. That's why you can not see any video image or the image looks frozen, however, it is alive.
FIX: When connecting to the server from the client remotely, always start from a 1ow fps and a compression ratio of 1000:1 on the server site for an easy remote connection. It will make the connection easier if you start with the minimum video data on the transmissiosn line. After you make sure the connection is OK, then, you can adjust the settings with a higher fps and lower compression ratio. However, both setting changes will increase the video data size for transmission.

Q7: What is the minimum personal computer requirement to run the WatchGuard software?
A: To maintain the best performance, we recommend the following configuration:
* IBM PC compatibles with Intel 586 CPU
* 128MB RAM or more
* Windows 95 or Windows 98
* 8MB display memory buffer for VGA card
* Ethernet adapter card
* 56K bps modem
* At least one video camera


Q8: Do you support Windows NT, Windows 2000?
A: No, WatchGuard can not work under Window NT.
So far, we have not supported the Windows 2000; but we will later on this year.

Q9: For an unknown reason I screwed up my WatchGuard driver, How can I remove it?
A: You need enter Windows Control Panel to delete 2 drivers and then delete 2 inf files under c:\windows\inf.
I. Delete 2 drivers (Giga Tech Capture Device - Audio Section and Giga Tech Capture Device - Video Section) by the following steps:
1. Click Start command from the bottom left corner on Windows desktop.
2. Click Settings sub-command.
3. Select Control Panel.
4. Double click System.
5. Select Device Manager tab.
6. Double click Sound, video and game Controllers.
7. Click Giga Tech Capture Device - Audio Section and click Remove command, then click OK botton. So far, you have delected the audio driver.
8. Double click Sound, video and game Controllers.
9. Click Giga Tech Capture Device - Video Section and click Remove command, then click OK botton. So far, you have delected the video driver.
10. Click Close botton.
II.Delect 2 inf files under c:\windows\inf:
1. BTPCIAUD.INF
2. BTPCIVID.INF
After you completed the above, you have successfully removed the WatchGuard driver from your Windows system.

Q10: How can I make sure that my WatchGuard drivers are properly installed?
A: You can follow the steps below to check if WatchGuard drivers are installed properly:
1. Click Start command from the bottom left corner on Windows desktop.
2. Click Settings sub-command.
3. Select Control Panel.
4. Double click System.
5. Select Device Manager tab.
6. Double click Sound, video and game Controllers.
7. Make sure that both of the Giga Tech Capture Device - Audio Section and Giga Tech Capture Device - Video Section are on the driver list.
If both of the drivers mentioned on step 7 are there, it means that your WatchGuard drivers are properly installed.

Q11: When making Modem To Modem remote connection, I check the box of ALLOW CALLER ACCESS on the Server site according to Chapter 3 of Client operation manual. An error message of "THE MODEM IS NOT AVAILABLE" shows on the screen, but I am sure that I have the correct modem driver installed, how can I fix it?
A:
REASON: You have installed more than 1 modem drivers on Windows, but a wrong driver is selected by the Dial-up Server.
FIX: Delete all unused modem drivers and leave only the valid one.

Q12: I know that I have to make sure my modem is working before I can make a remote connection through Modem To Modem or the Internet, but how can I verify that?
A:
You can connect your computer to another computer site through modem, see if it can be connected. The best candidate would be your Internet dial-up service company like AOL or Verio. If the Dial-Up Connection is OK, it proves that the modem, modem setup on Windows, phone and the Internet setup on Windows are all working properly.
To make the Dial-Up Connection, click the My Computer on desktop, select the Dial-Up Networking, and then click the Dial-Up company under the Entry name on the list. After the connection is completed, your should see the Dial-Up Connection icon shows on bottom-right corner of screen
Modem is unstable sometimes, especially when the connection is terminated abnormally. You may have to reset (turn off the power and turn it on again) when it does not work as it is supposed to.

Q13: I run WatchGuard several hours without any problem, but the system crashes suddenly. Why?
A:
REASON: There could be many possible reasons, but the more likely reason is your VGA display memory buffer is too small.
FIX: Upgrade your VGA display card with a display memory larger than 8 MB.

If any problems can not be answered from the Q&A, please email us at:
support@giga-labs.com

Phone: (408)730-4556

Fax: (408)730-4557

 

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