FAQ
DVR help
Q: How do I get recordings from a slow or broken DVR?
A: Start with our step-by-step DVR guide. It explains saving recordings through the DVR menu and accessing a readable hard drive when the recorder will not start. Once you have saved .264 files on your computer, you can check them here for free.
Q: Does a slow DVR mean my recordings are lost?
A: Not necessarily. If the recorder can save the files, you can check them here. When the recorder fails but its drive is readable, you may still be able to get the recordings using our DVR guide.
Q: What if the hard drive is damaged?
A: A damaged drive may need specialist work before any recordings can be copied. Our website opens supported saved recordings; it does not repair hard drives or retrieve deleted or overwritten footage.
Q: I found a different file type. What should I do?
A: Some Zmodo models save recordings in other file types. Don't rename them to .264. Tell us the filename ending and DVR model so we can suggest the next step.
Q: Will this fix my DVR?
A: We help open supported saved recordings. The DVR itself may still need repair or replacement.
Video recovery
Q: Why was the free check inconclusive?
A: We could not find or display a complete first frame. An inconclusive result does not mean the whole recording is unusable.
Q: A frame appeared. Is the entire file recovered?
A: No. The screenshot shows that the first frame can be decrypted. Full recovery may still reveal damage or gaps later in the recording.
Q: Do I need an account for the free test?
A: No. You can run the test without signing in. An account is used for full uploads, job history, and downloads.
Q: Can you retrieve deleted footage or access my camera?
A: This service processes a saved .264 export you provide. It does not sign in to your camera, retrieve deleted files, or reconstruct missing recordings.
Q: I have another encrypted file type. Can you decrypt it?
A: Contact us and tell us what kind of file you have and where it came from. We'll explore whether we can help you open it. This site currently handles Zmodo .264 recordings; other file types need a closer look.
Payments
Q: Can I add more recordings after I pay?
A: Include all the recordings you want recovered together before paying. One payment covers all the files in that summary: $50.00 includes their first 10 GB combined, then $2.50 per additional GB. Files added after payment are a separate purchase with their own starting price. For example, 2 GB now and 3 GB later means two purchases; including both together uses one included allowance.
Q: When do I upload and pay?
A: Check your recordings, review the first frames, and upload the files. Once every upload finishes, review the file list, total price, and purchase terms before paying. Recovery starts after payment is confirmed.
Q: What happens if I upload but do not pay?
A: Unpaid recordings, including unfinished uploads, are stored for 48 hours from the start of the upload. They are then deleted if payment has not been completed.
Q: What if my upload stops?
A: Keep the page open and your computer awake until all files are uploaded. Resume upload continues with the same recordings and skips parts already received. If you close or reload the page before finishing, your browser may need you to reconnect those same files. Once uploading is complete, payment can be resumed without choosing or uploading the files again.
Files and security
Q: Where are my full-job results?
A: Sign in to Dashboard. Each completed job lists its videos and metadata for download.
Q: Where is my recording stored?
A: Saved recordings and recovered videos are stored privately with AES-256 encryption at rest. Account details and job records are kept in an encrypted database.
Q: Who can access my video?
A: No one can access your recordings except you. Not even us.
Q: How long can I download the result?
A: Job files are kept for 30 days by default. Your job page shows the time remaining. Contact us about longer storage.
Q: Can I control access with my own encryption key?
A: Customer-held keys are planned. Today, processing requires our service to read the video you provide.
Agencies and evidence
Q: I work with evidence. What should I preserve?
A: Keep the original export, record where it came from, and follow your agency or organization's evidence procedures. Service-generated hashes describe the files processed here; your chain-of-custody process remains your responsibility.
Q: What about agency compliance?
A: Police agencies can review evidence handling, retention, access, and contracts with us before a case file is provided. SOC 2 and applicable CJIS requirements belong in that review. Contact us with questions about agency use.