Similar Issues
- Video lost on one or multiple cameras
- Bad Channel Port
- Purple/Pink Tint
- Night Vision Not working
- Blurry/foggy Image
- Stripes/Lines
- Fuzzy Image
- Cameras compatibility
PAL vs NTSC
If your XHD Series DVR is not showing the cameras that are connected to it, please ensure that the camera's settings are set correctly.
If you are seeing this screen with the icon of the N with the x through it, your camera settings have been changed to PAL. This setting will cause the cameras to not display on the monitor connected to the DVR. To correct these settings, please see the steps below:
- Login to the DVR Main Menu
- Click on System
- Under the General sub-tab, select the dropdown list next to Video Format
- Change the format to NTSC
After changing the settings to NTSC the DVR will reboot and your cameras should be visible on the monitor.
If this does not resolve your issue, please proceed to the additional steps below.
Note: These troubleshooting steps are directed to solve Signal Loss issues and not Output video loss or signal loss issues. Video Loss or Signal loss issues are when you are not getting a video signal from the camera and you cannot see the live video on the monitor or mobile device.
Output video issue is when you cannot see any image on your monitor (No DVR/NVR menus, no layouts) but you are able to see it on the mobile device.
For Video/Signal Loss issue, we have two different scenarios, Video Loss on one camera or Video Loss on all cameras. Select the case that applies to your issue.
VIDEO LOSS DURING NIGHT VISION
If you are experiencing Video Loss, Stripes/Lines or Fuzzy Image issues on one or more cameras but only during Night Vision, the problem could be the camera’s power supply, because it does not provide enough power during the night when the camera demands more power.
PURPLE/PINK TINT
If you are experimenting Purple/Pink tint on one or more cameras, it is probably that your camera/s are no longer working properly. Please be sure to check the settings of the channel/s that is/are presenting the issue.
1. First, check if the problem is the channel or the camera itself. Connect the camera that is not working properly to a working channel and a working camera to the channel where the camera that was not working properly was connected.
2. If the camera experiencing issues still has the issue in the new channel, then the problem is the Camera, please call our Technical Support Team.
3. If the camera that was experiencing issues works fine on the new channel and the working camera stops working in the channel where the original camera was, then the problem is the channel. Please, reset the color settings of the channel or factory reset the DVR, so it can take the default settings. Click on How to Factory Reset my DVR/NVR? for more information.
This should resolve the issue. If not, please contact our Technical Support Team.
VIDEO LOSS ON ONE CAMERA
(For video loss issue on four or all cameras, please, scroll down to the end of the document)
NOTE: These steps also apply to Blurry/foggy Image issues
Troubleshooting Steps:
1. Check camera compatibility
If you want to connect a camera that was not included in the original kit, you need to check if this camera is compatible with your system.
Click on the link to check your Night Owl Camera Compatibility
2. Check the camera connection
Please, make sure the camera is properly connected and you are using the right Camera Power Supply.
• One end of the Video/Power Cable connected to the camera
• The other end of the Video/Power Cable connected to the 4-way splitter and the splitter to Power Supply, and the VIDEO IN ports on the back of the DVR.
Note: Connect maximum 4 cameras for each camera’s power supply
| DVR Series | Models | Camera’s Power Supply Specs |
| XHD Series | XHD30 | 12V1.5A |
| XHD50 | 12V1.5A |
3. Check the camera settings on the DVR Menu
Our DVR's have a feature that allows covering the live view video by channel, so even when the channel is recording, the video cannot be seen. If you don’t have a live view video in one channel but don’t see the Signal Loss or Video Loss icon and you also can see the motion or recording icons, the problem is that this channel has video covert settings activated. Resetting the DVR to its default settings will resolve this issue. Click How to factory reset my DVR/NVR? for more help.
4. Check if the camera is getting power
Once you have checked the connection and camera settings, please check if the camera is getting power. Cover the front of the non-working camera with your hands and verify if you see the red LEDs that activate during Night Vision.
• If so, the camera is getting power and you can go to Step 4
• If not, the problem could be the power source (Power Supply or Power Splitter), the Video/Power Cable or the camera itself. Let’s figure it out.
•Bypass the Power Splitter for the camera and plug the Non-working camera directly to the Power Supply without the splitter - check if the camera gets signal. If so, you have isolated the issue to the Power Splitter. Please, call our Technical Support Team.
o If bypassing the Power Splitter does not help, power the camera using the DVR's Power Supply and the DVR using the Camera’s Power Supply.
Possible results:
- The DVR does not power on, it means you have isolated the issue to the Camera Power Supply. Please call our Technical Support Team.
- If all channels get signal using the DVR’s Power Supply it means you have isolated the issue to the Camera Power Supply because the Camera’s Power Supply is not enough to feed the four cameras at the same time.
Note: If a camera is using an Extension cable (more than 60ft) ensure that the camera has an Individual Power adapter (12v1A) and it’s not getting the power through the splitter. Also, check if your extension cable run is too long. It can cause signal degradation.
5. Check the DVR BNC channel port
If after these three-previous test, you cannot solve or determine what is causing the issue, please swap the BNC cable to a known working port on your DVR. This test will help you to determine if the issue is the DVR channel Port.
o If you can see the signal of the non-working camera connected to another channel, the problem is the DVR Channel port. Please call our Technical Support Team.
6. Check BNC Cable
If you cannot see the camera signal in another channel of the DVR, please un-mount the Non-working camera and connect it to a working camera's BNC cable to check if the BNC cable is defective.
o If you can see the signal of the non-working camera connected to another BNC cable, the problem is with the Video/Power cable. If you are unable to see the signal, the problem is the Camera. For both cases, please contact our Technical Support Team for more assistance.
VIDEO LOSS ON 4 OR ALL CAMERAS
NOTE: These steps also apply to Blurry/foggy Image issues
Troubleshooting Steps:
Note: When a video loss issue is presented on 4 or all of the cameras connected to the DVR, it is likely caused by a wrong connection, wrong settings or bad source. It is less likely due to all of the cameras or cables not working properly.
1. Check camera compatibility
If you want to connect a camera that was not included in the original kit, you need to check if this camera is compatible with your system.
Click on the link to check your Night Owl Camera Compatibility
2. Check the camera connection
Please, make sure the camera is properly connected and you are using the right Camera Power Supply.
• One end of the Video/Power Cable connected to the camera
• The other end of the Video/Power Cable is connected to the 4-way splitter and the splitter to Power Supply, and the VIDEO IN ports on the back of the DVR.
Note: Connect maximum 4 cameras for each camera’s power supply
| DVR Series | Models | Camera’s Power Supply Specs |
| XHD Series | XHD30 | 12V1.5A |
| XHD50 | 12V1.5A |
3. Check the camera’s settings on the DVR Menu
Our DVR's have a feature that allows covering the live view video by channel, so even when the channel is recording, the video cannot be seen. If you don’t have a live view video in one channel but don’t see the Signal Loss or Video Loss icon and you also can see the motion or recording icons, the problem is that this channel has video covert settings activated. Resetting the DVR to its default settings will resolve this issue. Click Reset Default Settings to learn how to do it.
Also, check the video format on the DVR Menu, it should be set on NTSC. If video format must be changed from PAL to NTSC, the DVR must be restarted for the change takes effect.
4. Check if the cameras are getting power
Once you have checked the connections and DVR and cameras settings, please check if the cameras are getting power. Go to the any of the non-working cameras and cover the front with your hands. Once covered, check if you see the red LEDs that get activated in Night Vision.
• If not, the problem could be the power source (Power Supply or Power Splitter)
Let’s figure it out.
o Bypass the Power Splitter for one of the non-working cameras and plug it directly into the Power Supply without the splitter - check if the camera gets signal. If so, you have isolated the issue to the Power Splitter. Please call our Technical Support Team.
o If bypassing the Power Splitter does not help, power the camera using the DVR's Power Supply and the DVR using the Camera’s Power Supply.
Possible results:
- The DVR does not power on and all cameras get power using the DVR’s Power Supply (check this by covering the camera’s front with your hands and see le red LED’s), it means you have isolated the issue to the Camera Power Supply. Please call our Technical Support Team.
Note: If you have more than four cameras connected, and only four of them are not getting power, do the test by swapping the camera’s power supplies.
- The known-working cameras don’t work, and the non-working cameras work with the other camera power supply, it means you have isolated the issue to the Camera Power Supply. Please call our Technical Support Team
Note: If the cameras are using an Extension cable (more than 60ft) ensure that the cameras have an Individual Power adapter (12v1A) and they are not getting the power through the splitter.
5. DVR BNC video-in ports
If after these three-previous test, you cannot solve or determine what is causing the issue, the problem is the DVR Channel ports. Please call our Technical Support Team.
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