FAQ

Thank you for reaching out to Crystal Vision Technology support. To reset your NVR password, please follow the instructions below.

For security reasons, we require at least two of the following items:

• Proof of Purchase: A copy of your purchase receipt.
• Photo ID: A clear photo of your ID.
• A picture of you with the NVR system.

Please email these documents to support@cvtus.com for verification. Once verified, we will provide further instructions to reset your password.

If you need any further assistance, please feel free to contact us.

For NVR password recovery, the receipt is one of three options. You can email a clear photo ID and a picture of yourself with the NVR to support@cvtus.com. At least two items are required. Our team must verify them; the chatbot cannot approve a reset. Do not upload identity documents or passwords to the chat.

1. Confirm that the same cameras display on the NVR monitor.
2. Check the NVR Network Status and its supported connection to your router.
3. Open EseeCloud and sign in to your existing app account.
4. Use Add device to add the NVR using its device Cloud ID or QR code. When prompted, the NVR login is separate from your app account login.
5. Test once on home Wi-Fi and once with Wi-Fi off using mobile data.

If only one phone fails, compare it with a working phone. Do not reset the working NVR or all cameras. If the menu differs, use the matching model guide or contact support.

Basic remote live viewing through a supported CVT NVR is separate from optional paid cloud recording and AI services. Local NVR recording requires a working recording drive. A cloud subscription will not repair a missing HDD. If an unexpected page asks for card details, stop and send support a screenshot with personal and access details hidden.

Check whether live video plays first. An optional AI or cloud feature showing “not activated” does not by itself mean the NVR is offline. Tell support which feature shows the message and whether local and remote video work before changing router settings or purchasing a subscription.

Compatible paired cameras can display locally, and record to a working NVR drive, without internet. Remote phone viewing needs internet access. The NVR-to-router connection depends on the recorder: some older models require Ethernet, while supported newer models provide wireless router connection. Camera-to-NVR Wi-Fi is a separate connection. Check the actual model and manual rather than the purchase year.

Keep working camera connections. Reconnect the NVR to the new router using the method supported by its model, then check Network Status. Scan the NVR device code inside the viewing app, not in a web search. Keep the full code in focus and try a little farther back. A packaging or app-download QR code may serve a different purpose. Do not post the code publicly.

First establish whether one camera, every camera, or only the phone app is affected. Check external power and antenna connections. If safe and practical, test the affected camera near the NVR with its correct adapter. A nearby success helps compare power and signal conditions; it does not prove which part failed. Avoid buying replacements until the model, adapter requirements and test results have been checked.

Separate loss of connection from a connected camera showing a dark picture. Note whether the channel disappears from the NVR and whether the problem occurs only at night. Power, location and illumination need different checks. Do not assume IR board failure or swap in an unverified adapter. Send the camera model, adapter-label photo and day/night results to support.

Compatibility depends on the exact recorder hardware, firmware and camera model. Older Ethernet-pairing cameras and reset-button cameras use different methods. Send a photo of General or System Info showing the model and firmware, plus the camera label and cable end, before ordering. A “resolution too big” error does not mean every recorder can be updated. Support must confirm a suitable firmware file or replacement.

Stop at that step. Do not delete working channels or repeatedly reset the system. Match the recorder model, firmware and setup screen to the manual library. Send support a photo of the actual menu and camera cable end if the guide does not match.

Wireless describes the video link in these NVR camera kits. Each camera and the recorder still need their specified plug-in power supplies. A replacement must match the required voltage, polarity, connector and current capacity. Do not power an NVR with a camera adapter or assume every CVT camera uses the same rating.

Features depend on the camera, not just the recorder. Standard CVT30WB AI bullet cameras do not provide audio, floodlights or panic sirens. Supported floodlight cameras such as CVT35WB provide different features. In a kit with two floodlight and two standard bullet cameras, those features apply to the two supported cameras.

Check the displayed drive status and exact error, then the channel, recording schedule, date and time. Beeping alone does not identify a failed drive. Silencing the buzzer does not fix the fault. Do not format the recording drive or open the recorder as a first step. Tell support whether existing recordings must be preserved.

Power, storage and the recorder can each cause restart symptoms. Check external power connections and ventilation with the correct adapter. If a previous support-guided test without the drive did not stop the restarts, include that result; do not repeat the same test or assume a new HDD will fix it. Request diagnosis before replacing parts.

First confirm that the selected camera, date and time play directly on the NVR. In supported EseeCloud versions, open the device and choose Playback / View Playback and device-local storage rather than optional cloud storage. Labels vary by app version.

For the documented NVR USB backup procedure, use a FAT32 USB flash drive and follow your model guide. Formatting USB media erases that media; preserve its files first. Do not format the NVR drive. If export fails, record the model, USB port and error for support.

Do not move or initialize the drive while you need its existing footage. Another recorder may initialize it, and access to old recordings is not guaranteed after a transfer. Ask support about preservation and compatibility first.

Check whether only the display is blank or the whole recorder is restarting. Verify external power and the selected TV input. If the model has HDMI and it is safe to do so, try a known working cable and external display and note whether menus appear. A black screen alone does not prove a failed LCD. Contact support before buying a panel or changing settings you cannot see.

Match the exact kit, required length, power supply and controller before installation. Storefront, showcase modules and individual vanity bulbs are different products. The 12-bulb Hollywood vanity listing contains 12 bulbs; do not use module counts from a different kit. Use the kit guide and LED product information, or send the model label to support.

With power disconnected, check accessible connectors and that you are using the specified power supply and controller. Describe whether the entire kit or only a section is affected, and include the model and label photos. Do not open a power adapter, improvise wiring or connect a wet or damaged supply. Contact support if the cause is unclear.

Use the weather rating and instructions for your exact lock model; do not apply one rating to every Blackstone product. No lock guarantees against theft. If a lock or alarm is not working, send the model and symptom through support so the correct guide can be selected.

Use the support form or email support@cvtus.com with your order reference, model, issue and tests already performed. Include General-screen and product-label photos with access codes hidden. Check the warranty and return policy and obtain instructions before shipping. The assistant cannot approve refunds, warranty coverage or firmware changes.

Yes. Do not attempt a test you cannot perform safely. Tell support which equipment you can reach and ask for service or installer-assisted options. You can still report visible errors, the model and what happened before the problem began.

In the assistant, choose “Still need help,” review the summary and add the steps you actually tried and their results. Copy it into the support form or open the email draft and send it yourself. The assistant does not send messages automatically. For an existing case, reply in the same email thread.