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Crystal Vision Technology
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What if I cannot get any display on TV from the NVR system

FAQ
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How to view system using the external monitor/TV

FAQ
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How to set up remote view app – IP Pro

FAQ
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How to set up motion notification for app

FAQ
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How to resolve No Video Source

FAQ
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How to resolve IPC disconnect

FAQ
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How to set up remote view on Windows/Mac computer – Esee Cloud

FAQ
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How to log into the system

FAQ
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How to change system/admin password

FAQ
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How to avoid / reduce the false notification

FAQ
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© 2023 Crystal Vision Technology, Inc.

Legal | Privacy Policy

Privacy Policy

Crystal Vision Technology, Inc. takes your privacy seriously, and we want you to know how your information provided is used.

What information is collected:

  • Your Full Name
  • Your Shipping Address
  • Your Billing Address
  • Your E-mail Address
  • Your Phone Number
  • Your Credit Card Number

What we use that information for?

  • Fulfilling orders and requests for products, services or information
  • Processing returns or exchanges
  • Tracking and confirming online orders
  • Delivering or installing products
  • Marketing and advertising products and services for Crystal Vision Products ONLY
  • Establishing and managing your accounts with us
  • Communicating promotions
  • Operating, evaluating and improving our business

How we share that information:

  • Crystal Vision Technology, Inc. will not share your information or sell it to any 3rd party companies. Rest assured that your data and information is for Crystal Vision Technology, Inc. business purposes only.

How we protect your information:

Transmissions over the Internet are never 100% secure or error-free. However, we take reasonable steps to protect your personal information from loss, misuse, and unauthorized access, disclosure, alteration, and destruction.

Limited Warranty

CRYSTAL VISION TECHNOLOGY, INC. (“Crystal Vision”) provides the following warranty to the original retail purchaser only (the “Purchaser”) with respect to this product (the “Product”): For a period of one (1) year after the date of sale, the Product shall be free from manufacturing defects in material and workmanship. In the event that the Product is defective, the Purchaser must return the Product at Purchaser’s cost (no CODs) to the address below, with the original proof of purchase receipt. In its sole discretion, Crystal Vision will either repair or replace the Product at no additional cost to the Purchaser. Any replacement Product (or parts) will be covered by the same warranty as the original Product through the expiration date of the original warranty period.

Exclusions:

This warranty does not apply to the following parts or upon the following events:

  • Bulbs, LEDs and batteries;
  • The Product was not used or installed in the manner described in the installation instructions;
  • Negligent use of the Product or misuse or abuse of the Product;
  • Electrical short circuits or power surges;
  • Use of replacement parts not supplied by Crystal Vision;
  • Product is either tampered with, modified or repaired by another service provider;
  • Product has not been maintained in accordance with the instructions;
  • Accident, fire, flood or other acts of God;
  • Failure to use Crystal Vision approved accessories;
  • Defects or damages arising by use of the Product in other than normal conditions (including normal atmospheric, moisture and humidity conditions).

Except as otherwise prohibited by law, this warranty is in lieu of other warranties, express or implied, and Crystal Vision neither assumes nor authorizes any person to assume for it any other obligation or liability in connection with the sale or service of the Product.

In no event shall Crystal Vision be liable for any special or consequential damages arising from the use of the Product or arising from the malfunctioning or non-functioning of the Product or for any delay in the performance of this warranty due to any cause beyond its control. This warranty shall not apply to installation or the removal and reinstallation of products after repair.

Crystal Vision does not make any claims or warranties of any kind whatsoever regarding the Product’s potential, ability or effectiveness to prevent, minimize or in any way affect personal or property damage or injury. Crystal Vision is not responsible for any personal damage, loss or theft related to the Product or to its use for any harm, whether physical or mental related thereto. Any and all claims or statements, whether written or verbal, by salespeople, retailers, dealers or distributors to the contrary are not authorized by Crystal Vision and do not affect this provision of this warranty.

The Crystal Vision Limited Warranty is valid only if the product is purchased by the initial end user directly from Crystal Vision or an authorized Crystal Vision distributors. Please visit www.cvtus.com for a list of authorized Crystal Vision distributors.

Returns under this Warranty

In order to obtain service, please make sure that you have registered your product on-line no later than thirty (30) days after purchase at http://www.cvtus.com in the warranty registration section or in any other matter described in the instructions.

Technical Support Policy

Crystal Vision Products strives to help all of our customers have an excellent experience with our products and get the equipment operating as quickly as possible. In pursuit of this aim, we support our customers 8AM to 5PM in PDT Monday thru Friday except major holidays. This technical support is offered for the life of the product, which term shall be solely determined by Crystal Vision in its absolute discretion. We provide technical support to our customers in the following ways;

  • via our website in the form of how-to videos, a searchable knowledge base, frequently asked questions and extensive technical data
  • via email support
  • via telephone technical support
  • via remote access to your NVR system/computer (upon your explicit request and authorization only)
  • periodic software and firmware upgrades

Phone and/or email based technical support are only available in connection with Crystal Vision hardware and Crystal Vision software products during the Warranty Period for the applicable Crystal Vision hardware or software. The Warranty Period is set forth in the Warranty Policy accompanying your Crystal Vision hardware or software.

Registration

Crystal Vision will not offer technical support to any customer until a customer completely registers their product on the Crystal Vision website. We rely on the accuracy of your name, address, and contact information in order to support you and will not support customers who have not registered or who have provided incomplete or inaccurate registration information. Please do not contact technical support until you have registered.

Availability:

Crystal Vision will provide technical support to only the registered customer, or an authorized representative of the customer. The registration information provided by the customer will be used to verify your identity. No other individual will be provided with technical support.

Proper use and scope of support:

Many of Crystal Vision’s product offerings have a networking component and extensive feature sets. Crystal Vision separates the types of technical support we offer and limits the extent of available support based upon criteria that we developed through review of customer experiences and our professional technical expertise.

Generally, customers should be able to test, set up, and install the Crystal Vision product by using the data and tools available on the Crystal Vision website. Support in the use of a product’s advanced features is supported exclusively via website how-to videos, knowledge base and FAQs. Our technical support specialists will not support or instruct customers on how to use or set-up advanced features.

With respect to the technical support, our goals are to (i) determine if an issue may require repair or replacement, (ii) aid in basic set-up of the product, and (iii) help customers synch their new Crystal Vision security product to their network and the internet for the purpose of computer or smart device-based viewing and/or control.

Phone support users should expect a polite, professional, and brisk walk through of the issue requiring support. Customers must have properly performed your own troubleshooting of the issues before calling, or the support technician will politely end the call. Proper preparation for a technical support call includes the following:

  • the customer must be properly and accurately registered in our support system
  • DVR must be connected to your network/router via Ethernet connection on the DVR
  • must have brand name, model number, user name, and password for your wifi router
  • customer must be able to log into his/her own wifi router
  • must be calling from the product’s location
  • a monitor/TV must be plugged into the DVR
  • if the customer is attempting to access their DVR thru a computer or smart device, the customer must have the computer or smart device available and the application downloaded and installed.

Crystal Vision Technical Support specialists are not equipped to and do not support other brands of security products, networking devices or software. Network and smart device-based internet connectivity can be complex. There are many potential issues that are heavily dependent on your unique network environment or strength of wireless signal. Our Technical Support specialists will briskly walk you through a troubleshooting process with the intention of getting the DVR on the internet and demonstrating the ability to view your cameras online. Once accomplished, your file will be noted as a completed and support ticket closed.

Abuse of phone support:

Crystal Vision strives to provide high quality support and a positive experience during what many consider a frustrating activity. Our goal is to get you operating as quickly and efficiently as possible. As noted above, many of Crystal Vision’s products have a networking component or advanced features. Given our technical support goals, the following may be considered abuse:

  • Abusive or foul language, or threatening behavior or language is not tolerated;
  • Repeated use of phone support for network set up of the same model once it’s already been satisfied is not supported;
  • Changes in customer’s network environment, 3rd party hardware, or other changes are not issues for Crystal Vision to remedy;
  • Attempted use of phone support for ‘tutorials’ on advanced features that are supported via website is contrary to policy and will not be supported; or
  • Calling without being first registered and properly prepared for a technical support call is contrary to policy and the call will be politely ended.

The above abuses of phone support will result in quick termination of the call and may result in permanent refusal of technical support services.

Terms of Use:

Recorded communications

All communications including remote access sessions, emails, and phone conversations are recorded for quality, training and assessment purposes. These are not accessible to customers.

Right to change:

Crystal Vision reserves the right to change the terms of this Technical Support Policy at any time and without notice to you.

Final remedy:

The final remedy of irresolvable technical support issues within the Warranty Period, at Crystal Vision’s sole discretion, is the return of product and refunding of purchase price at your original point of sale.

Limitations

Crystal Vision provides technical support solely as identified in this Technical Support Policy. Crystal Vision is not responsible for providing technical support for products, damages or other issues arising from deliberate acts, misuse, accident, modification, natural disaster, act of nature, act of God, power failure or surge, unsuitable physical or operating environment, improper maintenance by you or others, or failure caused by components, hardware, software or other items not provided, supplied or sold by Crystal Vision.

Limitation of liability

CRYSTAL VISION SHALL HAVE NO LIABILITY FOR ANY PERSONAL INJURY PROPERTY DAMAGE, OR OTHER LOSS, INCLUDING, BUT NOT LIMITED TO, ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL, OR EXEMPLARY DAMAGES ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF A CRYSTAL VISION PRODUCT OR TECHNICAL SUPPORT.

Definitions

“We,” “we,” “our,” or “Crystal Vision” means Crystal Vision Products.

“You”, “you,” or “your” means you as the customer or your authorized representative.