Support

How do I set up my camera(s)?

Most manufacturers provide software and user guides that make it easy to locate and configure cameras on your network. Axis and Vivotek for example, provide installation and management software CDs with purchase. And don’t forget, you can always contact our tech support team for additional help setting up your cameras.

How do I focus my camera?

Most cameras must be focused manually after installation. Alternatively, some cameras feature Remote Back Focus, allowing them to be focused over a network from a PC.

Manually focusing a camera is best achieved when there are two people: one person at the camera installation site and one person viewing the camera’s live video feed from a PC. The person at the installation site focuses the camera lens, while the person at the PC determines when the camera is precisely focused and displaying the desired field of view. We find that using two-way radios or mobile phones make it easy to communicate between the two locations.

How do I record?

For IP cameras, you can install video management software (VMS) on a locally networked computer or you can record to a dedicated Network Video Recorder (NVR) with preinstalled VMS software. For analog (CCTV) cameras, you can record video to a digital video recorder (DVR) that comes with preinstalled VMS software. As an alternative or back-up solution, cameras with onboard storage can also be set to record to a MicroSD/HC memory card.

Through your VMS software you can create a recording schedule based on day, time, or other variables according to your needs. You can also set your camera system to record on motion to maximize your storage space. Contact tech support if you need help with your recording settings.

How do I set up motion detection?

Though the specifics may vary, setting up motion detection is similar on most VMS software platforms, including those that record to an NVR, DVR or PC.

Begin by entering the setup or configuration mode on your NVR, DVR or VMS software. From here, locate motion detection setup, which is likely located under camera settings. Select an area of the camera’s field of view that you want to activate motion detection. Avoid selecting areas with frequent motion or sudden changes in light. For example, trees swaying in the wind can trigger unnecessary recording.

In order to fine tune settings, we recommend testing motion detection several times. Your best bet is to simulate the type of motion you want to trigger recording. After each test, adjust object size and sensitivity settings until you achieve the desired outcome.

How do I view my camera on the Internet? And how do I access my camera from another location?

To view your IP camera’s video stream through a web browser, most of the time you must first set up port forwarding in your router. You’ll then type in your network’s external IP address in your web browser to view your video. Your external IP can be found here. Please contact tech support if you require help with setup.

How do I get and use the Cyberonic Camera Software (CMS)?

The latest release of Cyberonic Camera Software and all available documentation is here. If you require any additional assistance, feel free to contact us.

Customer service and troubleshooting is provided with any purchase of Cyberonic Security System. We offer complimentary technical support covering the basic necessities and advanced plans with additional aide provided to customize your system. Our expert technical support team is available from 8:30am to midnight EST seven days a week. Below is a description of the plans we offer with your Cyberonic Security System. If you wish to find out more about our technical service plans, or wish to purchase a plan, please give us a call at 888-929-2372 between the hours of 8:30am – 5:00pm EST.

Complimentary Technical Support
With any purchase of Cyberonic Security System equipment the following services will be provided free of charge:

• Questions arising during basic equipment setup
• Questions concerning broken equipment
• Basic camera, nvr, and network troubleshooting
• Inquiries and quotes about Cyberonic products
• Billing, statement, and account questions

Advanced Networking and Technical Support Plans
You may choose to pay for additional network monitoring and technical support to get the most from your Cyberonic Security System with plans starting from $16.99/month:

• 24/7 Network Monitoring to determine if your system goes down
• Priority support troubleshooting for your system
• Advanced troubleshooting setting up and upgrading your network
• Constant recording and motion detection recording configuration
• Setup of remote access including forwarding ports and setting up DDNS
• Configuration of mobile applications for viewing your camera streams
• Password and multi-user configuration
• Email notification setup
• Recording schedule setup
• Camera image quality configuration

Return and Upgrade Policy

Cyberonic Internet Communications, Inc. is committed to providing exceptional service to all customers, which includes working with you to provide the best product and services available. Our return policies are meant to ensure our customers have a fair chance to evaluate, use, and upgrade any equipment purchased from us. Below are general descriptions of our various return policies, and more information will be provided upon calling us at 888-929-2372 between the hours 8:30am and 5:00pm EST.

30 Day Money Back Guarantee

Cyberonic will issue a full refund for any reason within 30 days of receiving your equipment, upon the arrival of your equipment at Cyberonic. Any product you return must be in the same condition you received it and needs to be verified by our billing department before the refund is processed. Products must be 100% complete, in the same condition as they were sold, and in all the original packaging. All packing materials and other accessories must be included. Kits and other items assembled after purchase must be assembled and returned in the manufacturer’s original packaging.  If you are interested in returning your equipment, please contact our billing department at 888-929-2372 to receive a RMA (Return Merchandise Authorization) number and further instructions for your return. Any returns to Cyberonic that is determined not in resalable condition may incur a restocking fee based on the condition of the equipment. We reserve the right to reject any credit or refund for items that have been abused or damaged.

Inspection Criteria

Products must be in the original manufacturers packaging, and shipped securely. Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with. Products must be free of any permanent alterations including, but not limited to paint, altered connection inputs, severed wires or cables, or indication of removed screws/fasteners or seals. Products must be free from damage of any type, including, but not limited to dents, scratches, cracks, abuse, defacement or damage resulting from power surges. Products so labeled with a security seal, must have the seal intact and not tampered with.

Returns for Upgrades

The Cyberonic Security System is flexible and easily up-gradable. In many cases, it’s worth looking at upgrading a system with better cameras or more cameras that requires an NVR with more channels. If you have purchased equipment for the Cyberonic Security System and are interested in making an upgrade, you can contact us at 888-929-2372 between the hours of 8:30am and 5:00pm EST to receive information about returning you current equipment for credit applied to new equipment. If you qualify for the program, you’ll receive an RMA and further instructions about the return process.

Limited 1-Year Warranty Information

Period of Coverage

The 1-year limited warranty is in effect for one year from the date your equipment was received. Keeping a receipt containing the date and contents of the shipment is suggested, although not required.

What the Warranty Covers

All Cyberonic Security System products are guaranteed against manufacturing and operational defects. If such a defect occurs within the coverage period, Cyberonic takes full responsibility in replacing the defective item with a comparable part or product. The warranty does not cover any products damaged from normal use of the product or alteration by the user. Some examples of things not covered by our warranty include, weather related damages, power outages, physical damage caused by individuals, etc.

Warranty Limitations

This 1-year limited warranty does not cover any damage to the product that results from abnormal mechanical or environmental conditions, abuse, accident, improper installation, misuse, insufficient or excessive electrical supply, natural disaster, or any unauthorized disassembly, repair, or modification. This limited warranty also does not apply to any product on which the original product label and or UPC information has been altered, obliterated or removed, has not been handled or packaged correctly, has been sold as second-hand, or has been resold contrary to US export regulations.

This limited warranty covers only replacements for defective Cyberonic products, as described above. Cyberonic does not cover under warranty and is not liable for any loss of data or any costs associated with diagnosing the source of system problems or installing, removing or servicing Cyberonic products. This warranty excludes 3rd party software, connected equipment or stored data. In the event of a claim, Cyberonic’s sole obligation shall be to replace our product with its equivalent or the best possible substitute.

Under no circumstances shall Cyberonic be liable in any way to the user for damages, including any lost profits, lost savings or other incidental or consequential damages arising out of the use of, or inability to use the Cyberonic products.

How Will Cyberonic Cover Any Problems Covered by this Warranty

Cyberonic Internet Communications, Inc. will replace the defected item with a identical or comparable part or product.

How Can You Get the Coverage

The 1-year limited warranty is effective for any purchase of Cyberonic Security System equipment and no registration is required. The warranty is only applicable to the original purchaser and is non-transferable.

Additional Warranty Details

When processing a warranty claim, the customer is responsible for any shipping charges to Cyberonic, and Cyberonic will cover the shipping cost (UPS Ground) for new equipment being sent. If the current model of the defected item is out of stock, Cyberonic reserves the right to provide a product of equivalent type.

It is the customer’s responsibility to educate themselves about the current status of local laws governing the use of video and audio surveillance equipment. If you have specific questions about the use of audio or video surveillance equipment in your area please contact your local law enforcement agency or an attorney that is educated in your local statutes.

Cyberonic Internet Communications