- Resolution mismatch
- TV/Monitor Video source
- Bad HDMI or VGA port
- No output video from the DVR
- DVR/NVR stuck on Night Owl Logo
- DVR/NVR keep restarting
Note: These troubleshooting steps are directed to solve output video issues and not video loss or signal loss issues. Video Loss or Signal loss issue is when you are not getting 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 menus, no layouts) but you maybe are able to see it on the mobile device. Also, we include here the issue when the DVR gets stuck on the Night Owl Logo (also called Frozen Screen).
Before starting these troubleshooting steps, please make sure that everything is properly connected: The DVR connected to the power and video output cable VGA or HDMI (what you are using) is connected from the DVR to the TV/Monitor.
1. Is the DVR getting power?
If the DVR is properly connected to the power, please verify if the LED’s on the top of the DVR is turned on? Do you hear the humming of the HDD?
Please check if the indicators LEDs on the top of the DVR are turned on. If the DVR is powered on you will also see the blinking LEDs on the LAN Port or the light of the optical mouse. Also, you can verify if the power is on by hearing the Hard Disk Drives (HDD) humming sound coming from inside the DVR.
This is a basic way to check if the DVR is powering on. If it is, please continue to the second step. If you determine that your DVR is not getting power, please visit this link HTHD Series: DVR Not Powering On for a complete guide to troubleshoot this issue.
2. Monitor Capabilities and settings
2.1 Monitor Capabilities
Please check the maximum resolution that your Monitor supports. If the default output video resolution of your DVR is greater than the maximum resolution that your Monitor supports, you will not be able to see the video from the DVR on the monitor.
If you try to change the DVR video output resolution to a new one that your monitor does not support, your DVR will return to the previous resolution.
2.2 Monitor settings
Please check if the monitor has selected the correct input source where the DVR is connected. Keep in mind that most of the new TV/Monitors have more than one HDMI ports, so you must be clear on what HDMI Port is your DVR and select this port as the input source on the TV/Monitor Menu.
3. Check HDMI/VGA Cables and Ports
If after completing the two previous steps, you still don’t see any image on your monitor, you will need to check the HDMI/VGA Cables. Try using a different HDMI/VGA Cable from the one you are currently using to see if the cable is bad. If you see the image after changing the cable, please call our Technical Support Team and start a warranty claim for a new HDMI cable (Night Owl only provides HDMI cable in their kits, no warranty claim will be approved for VGA Cables)
If after changing the cables, you still have video output issue, it is probably because the HDMI/VGA ports or the chipset video in the DVR are broken. At this point, you must call our Technical Support Team. Our technician must check if the troubleshooting steps were done and if your device is still under warranty.
4. DVR stuck on Night Owl Logo/Black Screen or DVR keep restarting
If your DVR gets stuck on the Night Owl Logo or the DVR keeps restarting, please verify that you are using the DVR power supply and not the Camera Power Supply to feed the DVR. If you are using the correct one, try to change it and use the Camera Power Supply to feed the DVR (Only for test purposes).
If the DVR works fine with the camera power supply, you have determined that the DVR Power Supply is the issue and you must call our Technical Support Team and start a warranty claim for a DVR power Supply.
If the issue persists after changing to a working power supply, please call our Technical Support Team and start a warranty claim for a DVR. The Technician must ensure the troubleshooting steps were done before starting the warranty claim process.