DW Support unable to help. NVR needing to be added as Encoder.

Answered

SD

June 18, 2026 21:59

Previously, I have opened a ticket to have a new NVR added as an Encoder that is showing as a multi-sensor.

This has caused confusion in the past when asking DW Support - so dealing with you directly worked wonders. Typically, a JSON file was provided within 24 hours and worked every time. 

Now we need to deal with DW Support again and they have stated that they are not able to pass this request along to the developers. How are we to resolve this issue now please?

Artem Zaytsev helped with this most recently and Norman a while back now.

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  Norman

  • Network Optix team

  July 13, 2026 08:04 Edited

  Hi SD,

  I understand this process can be a bit cumbersome at times. Moving forward, these requests can typically be routed directly through our Resellers.

  Could you please share the DW ticket number with me? I'd like to reach out to them and see how we can streamline this for your future requests.

  In the meantime, you can access the required file HERE.

  Best regards.

  JIRA-VMS-62444

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  Norman

  • Network Optix team

  June 25, 2026 12:13

  Hi SD,

  Did the file fix the issue for you? 

  Best regards. 

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  SecurityDepot

  July 10, 2026 22:04

  Thank you so much Norman - my apologies, I thought I had confirmed. 
  
  I do have one more though if you would be so kind please?
   

  Vendor: AVYCON

  Model: AVR-NSV16P16

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  Norman

  • Network Optix team

  July 13, 2026 08:03

  Hi SecurityDepot,

  Here is the new file for the Avycon device: LINK

  Could you please test it and confirm once it is working as expected?

  Moving forward, you should be able to resolve and manage requests like this directly through Digital Watchdog.

  Best regards.

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