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Table of Contents
- Getting Started and Buying TetherX
- Signing In and Managing Access
- What browser or device do I need to access TetherX?
- How do I reset my password?
- Can I sign in with Microsoft, Google or a passkey?
- Can TetherX integrate with Microsoft Entra ID or our organisation's SSO?
- How do I add a user to TetherX?
- What's the difference between Admin, User, and Integrator?
- Can I add cameras from different sites to the same account?
- I can't find a user - what do I do?
- Why can't I see a site, camera or TetherBox?
- How do I enable or disable support access?
- Finding, Keeping and Sharing Footage
- How do I find footage from a particular site and time?
- How do I download CCTV footage?
- Can I download several hours or days of footage without opening every clip?
- How do I share events or video with someone?
- What does "flagging" an event do?
- Why is there less recorded history than I expected?
- I think something happened but there's no event - what do I do?
- How do I use the timelapse feature?
- Can I access footage when the TetherBox is offline?
- Alerts and Professional Monitoring
- What notifications will TetherX send me?
- How do I stop receiving emails from TetherX?
- Why aren't push notifications reaching my phone, or why are they silent?
- How do I arm/disarm cameras?
- How do I reduce false notifications?
- How do I monitor my equipment health?
- Does somebody watch my sites, or do I need my own control room?
- Cameras, Recording and TetherBox AI
- What cameras does TetherX support?
- What can TetherBox AI do?
- Can I add AI to my existing TetherBox and cameras?
- What's the difference between Monitor and Record mode?
- How many cameras can I record with TetherX?
- Why do my camera's settings keep changing?
- Should I record in H.265 or H.264?
- Can I record audio from my cameras?
- How do I set up motion detection?
- Can I use fisheye/360 cameras?
- What ANPR cameras are compatible?
- Can I use TetherX alongside Hik-Connect (HikConnect)?
- Why can't I tunnel to a camera?
- How do I move a camera to another TetherBox?
- TetherBoxes and Recording Storage
- What TetherBox models are available?
- How do I find my activated TetherBox?
- My TetherBox is offline - what should I check first?
- How do I replace a TetherBox with another one?
- What is the TetherX warranty?
- Can I attach additional storage to a TetherBox?
- Why is my external drive missing, unplugged or not being used?
- What should I do about an SSD wear or drive health warning?
- Can I limit how many days a TetherBox records?
- My TetherBox won't power on after a power cut - what do I do?
- Can I connect a TV, monitor, or display to view cameras locally?
- Internet, Networks and Time Settings
- Will the TetherBox automatically reconnect after an Internet outage?
- Can I use TetherBoxes over 4G/5G?
- What's the minimum Internet speed required?
- Do I need port forwarding or changes to the firewall?
- How do I configure a static IP address on my TetherBox?
- Can the TetherBox act as a DHCP server for my cameras?
- Can I install my own software or VPN on a TetherBox?
- How does the TetherBox keep time in sync?
- How do timezones work in TetherX?
- How often are TetherBox updates performed?
- Connecting Other Security Systems
- Cloud Backup, Subscriptions and Billing
- Security, Data and Evidence
- Getting More Help
Frequently Asked Questions
Choose a topic or search the questions below. Each answer links to a guide with the full instructions. If you're new to TetherX, start with the User Guide or Integrator Guide.
Getting Started and Buying TetherX
How do I buy TetherX or get a quote?
TetherX is supplied through security integrators and distributors. Ask your supplier for a quote, or use Request Quote (opens in a new tab) to find a suitable partner. Include the number of sites and cameras, existing equipment, required recording retention and any cloud backup or monitoring requirements. Partners can use the Quote Tool to plan a system.
Can I try TetherX before ordering?
Contact TetherX Support to arrange a demonstration or discuss a trial. Tell us whether you're evaluating it for your own sites, as an integrator or as a distributor, and what you need to test. See Getting Started for Integrators for partner onboarding and training.
Do I need to replace my existing cameras or recorder?
You may be able to keep them. Check the Camera Compatibility list and Supported Devices and Integrations for your equipment. Compatibility with live video does not necessarily include every analytic or recorder feature; ask us to check the models and functions you need before ordering.
Can I run TetherBox software on my own hardware or in a virtual machine?
Yes, on compatible hardware. See Build a TetherBox on Your Own Hardware or Running TetherBox in VirtualBox. The software connects your equipment to the TetherX platform; it is not a download of the cloud platform itself. Use Where to Run the TetherBox Software to choose an on-site or central deployment and check the network and storage requirements.
Signing In and Managing Access
What browser or device do I need to access TetherX?
Use a current version of Chrome, Safari, Edge or Firefox, or install the iOS or Android mobile app. Use the platform address from your welcome email so you reach the region where your account is hosted. See Signing In for the available sign-in methods.
How do I reset my password?
Choose Forgot Password on the login page and follow the link sent to your email address. See Reset Your Password for the steps, or Two-Factor Authentication if you also need help with your verification code.
Can I sign in with Microsoft, Google or a passkey?
Yes, where the sign-in method is available on your platform and device. Microsoft and Google sign-in use an existing TetherX account with the same email address; sign in with your TetherX password at least once first. A passkey uses your device's face recognition, fingerprint or screen lock. See Signing In and Passkeys.
Can TetherX integrate with Microsoft Entra ID or our organisation's SSO?
Yes. TetherX can arrange Microsoft Entra ID and single sign-on (SSO) integration for your organisation. An integration fee and an annual maintenance fee apply. Contact TetherX Support to discuss your requirements, scope and pricing, including any user or group synchronisation you need. This is separate from the standard Microsoft sign-in option described in Signing In.
How do I add a user to TetherX?
Go to Admin → Users, open New User and choose the user type. Enter their details, set their access and choose Create. They'll receive a welcome email to set their password. See User Permissions for the full process.
What's the difference between Admin, User, and Integrator?
An Admin manages a customer's system, a User uses the cameras and features they've been given access to, and an Integrator installs and maintains systems. Access also depends on the account's permissions and site or zone restrictions. User Types explains these roles, including Distributor and monitoring Operator accounts.
Can I add cameras from different sites to the same account?
Yes. Use separate sites for physical locations, and give each person access to the sites, zones and cameras they need. A single account can also belong to multiple timelines, including engineers working across different companies. See User Permissions.
I can't find a user - what do I do?
In Admin → Users, clear the search filters and choose Timeline: All if available. Search by name or email address. If creating the account reports that the user already exists, ask your administrator or TetherX Support to check its timeline membership.
Why can't I see a site, camera or TetherBox?
Check the selected timeline and clear any site or search filters. Ask your administrator or integrator to check your site and zone access. For a TetherBox, also check the Active TetherBox filter: inactive units are hidden from most lists. See Factory Reset for how to find and re-enable an inactive unit.
How do I enable or disable support access?
Go to Admin → Settings and change Support Access. See Support Access for who can change it and what access it grants.
Finding, Keeping and Sharing Footage
How do I find footage from a particular site and time?
Open Events, choose the site or camera, then set the date and time filters. Clear other filters if expected footage is missing. Use Timelapse for an overview of activity, then open the relevant event to review its recordings.
How do I download CCTV footage?
Open an event and select Recordings. From a recording's More options menu, choose Download to save that clip. Whole-event and bulk ZIP downloads require cloud backup on the TetherBox and the relevant download permission. See Events for both download methods.
Can I download several hours or days of footage without opening every clip?
With cloud backup on the TetherBox, select the events you need and choose Download Selected. TetherX prepares a ZIP and emails you a download link. Without cloud backup, individual clips can still be downloaded; contact TetherX Support about enabling the appropriate service or arranging a chargeable extraction. Flag important footage straight away while you arrange the export. See Events.
How do I share events or video with someone?
Select the events on Events, then choose Share Selected to send an email invitation or copy a viewing link. Recipients can review the selected footage without a TetherX account. Use Unshare Selected when access is no longer needed. See Events.
What does "flagging" an event do?
A flag makes an event easy to find and protects its footage from routine deletion. Use the Flagged filter to find it again. Where a retention period is offered, the flag clears when that period ends. Download a separate copy of evidence you need to retain. See Events.
Why is there less recorded history than I expected?
Local retention depends on usable storage, camera numbers, bitrate, recording schedules and the TetherBox's Max Days setting. A failed or disconnected external drive can leave much less recording space. Cloud retention is set separately by each camera's plan. Check the TetherBox's Storage tab and TetherBox Recording Capacity before changing settings; increasing retention cannot restore footage already deleted.
I think something happened but there's no event - what do I do?
Check the site, camera, date and event filters first, then use Timelapse to review the period. Ask your integrator to check Camera Notification Settings, detection zones, masks and the recording schedule. Live only and Off periods do not create camera events. If full video is required regardless of detections, review continuous recording and storage requirements with them.
How do I use the timelapse feature?
Open Timelapse from the side menu to review snapshots across cameras using a time slider. Individual events also have a Timelapse tab. Snapshots provide an overview; their availability does not mean full video was recorded for the same period.
Can I access footage when the TetherBox is offline?
Footage already uploaded through Cloud Backup remains available within its cloud retention period. Footage stored only on the TetherBox needs the unit to reconnect, or someone on site to use the offline interface. Enabling backup after a fault cannot recover recordings that are no longer available.
Alerts and Professional Monitoring
What notifications will TetherX send me?
TetherX sends account messages, health alerts about equipment and event alerts from configured cameras and systems. Each user chooses their delivery method and notification preferences. See Notifications and Health Report.
How do I stop receiving emails from TetherX?
Open your profile icon → Notifications, turn off the notifications you don't want and choose Update User. See Notifications for the separate controls for system alerts, marketing and billing messages.
Why aren't push notifications reaching my phone, or why are they silent?
Stay signed in to the mobile app, allow notifications in your phone settings, and choose Push only or Email and push in your account's Notifications tab. Use Send test to check delivery. If the alert arrives silently, check the phone's sound, notification and Do Not Disturb settings. See Push Notifications for iPhone, Android and Apple Watch guidance.
How do I arm/disarm cameras?
In Cameras, use the Arm column or the camera's Details tab. The site must also be armed and within its monitoring hours; use the Armed column in Sites to check its status. Labels such as Outside hours or Monitoring paused explain why monitoring is held back. See Notifications.
How do I reduce false notifications?
Start with the source of the alert: use TetherBox AI or supported camera analytics to identify relevant activity, mask busy areas, and choose the event types in Camera Notification Settings. See Reducing False Notifications for the steps.
How do I monitor my equipment health?
Open Admin → Health for the Health Dashboard, and enable the Health Report for scheduled emails. These show equipment and recording issues across your permitted systems. External monitoring tools can also use the HTTP probes described in Uptime Monitoring.
Does somebody watch my sites, or do I need my own control room?
TetherX offers professional monitoring through its own alarm receiving centre. Arrange monitoring per site through your integrator, then check the site's Monitored Hours for its service and schedule. A site can also forward events to supported control-room software. See Professional Monitoring.
Cameras, Recording and TetherBox AI
What cameras does TetherX support?
Check your model in Camera Compatibility, including supported ONVIF cameras. If it isn't listed, contact TetherX Support with the make, model and firmware version to confirm what is supported.
What can TetherBox AI do?
TetherBox AI analyses video and audio on compatible TetherBoxes. It can identify people, vehicles and animals, add searchable attributes such as clothing colours, and classify supported sounds. Available features depend on the hardware and installed models. See the TetherBox AI guide for capabilities and examples.
Can I add AI to my existing TetherBox and cameras?
TetherBox AI needs an AI-capable unit with a supported accelerator or graphics card. The analysis runs on the TetherBox, so the camera does not need its own AI for these features. Contact TetherX Support with your TetherBox serial number to check compatibility and upgrade options. See the TetherBox AI guide for hardware requirements.
What's the difference between Monitor and Record mode?
Monitor mode checks camera health without recording. Record mode adds recordings, events, timelapse and analytics. The supported camera count differs between modes and hardware models. See Monitor vs Record Mode.
How many cameras can I record with TetherX?
Check the TetherBox model and its licensed recording capacity. Storage and workload also affect suitability. Adding cameras reduces retention unless storage or recording settings change. For hundreds or thousands of sites, contact us (opens in a new tab) to plan capacity, access and network architecture.
Why do my camera's settings keep changing?
TetherBox applies recommended stream and other settings automatically. If an NVR or another system also changes them, agree which system should manage the camera. Enable Disable Defaults in the camera's Advanced Settings if TetherBox should leave them alone, then configure the camera manually. See Automatic Configuration for what changes and how to disable it.
Should I record in H.265 or H.264?
H.264 is the default for playback compatibility. H.265 can reduce bandwidth, but support depends on the camera stream and viewing device. If you choose H.265, follow Automatic Configuration and test recording playback on the devices your users need.
Can I record audio from my cameras?
Yes, if the camera has a microphone or audio input and supplies a supported audio stream. See Audio Recording for camera settings and how to enable or disable recording audio.
How do I set up motion detection?
Configure motion detection or smart events on the camera, then choose the events TetherX should use in Camera Notification Settings. For Hikvision intrusion, line crossing and other analytics, follow Hikvision Setup.
Can I use fisheye/360 cameras?
Yes, with supported models. Dewarping is usually handled by the camera. See Fisheye & 360° Cameras for view modes and setup.
What ANPR cameras are compatible?
See Setting Up ANPR Cameras for supported models and setup. Check the specific camera or recorder's ability to supply number-plate events as well as video.
Can I use TetherX alongside Hik-Connect (HikConnect)?
Yes. Disable stream encryption in the camera's Platform Access settings and follow Hikvision Setup.
Why can't I tunnel to a camera?
Check that both the TetherBox and camera are online, the TetherBox can reach the camera, and the camera credentials are correct. See Tunnelling to Network Devices and Camera Troubleshooting for the next checks.
How do I move a camera to another TetherBox?
Open Cameras → select the camera → Details and change TetherBox to the destination unit. Check that it can reach the camera and has enough licensed recording capacity and storage before moving it.
TetherBoxes and Recording Storage
What TetherBox models are available?
Compare the product range, then use Hardware Specifications and TetherBox Recording Capacity to size the hardware, storage and retention for the site. Include AI requirements when choosing a unit.
How do I find my activated TetherBox?
Go to Admin → TetherBoxes and search by name, serial number or postcode. Choose Timeline: All if available and check the Active TetherBox filter for inactive units. The TetherBox Map can help locate units geographically.
My TetherBox is offline - what should I check first?
Check power, the network cable, the switch or router and the site's internet connection. An offline status alone does not identify the faulty component. If it stays offline, follow TetherBox Troubleshooting and collect the serial number, time it went offline and any screen messages for your integrator or TetherX Support.
How do I replace a TetherBox with another one?
During activation of the replacement, choose Replacing an existing TetherBox and select the old unit. See Replacing a TetherBox for what transfers and what needs reconfiguring. Replacing the unit does not transfer recordings stored on the old hardware.
What is the TetherX warranty?
TetherBoxes supplied by TetherX come with a two-year warranty. A warranty replacement does not restart that period. Contact your supplier or TetherX Support with the serial number to check cover and arrange a return or replacement.
Can I attach additional storage to a TetherBox?
Yes. Use suitable USB storage or supported NAS storage. Check the Storage tab to confirm the drive is available and recording; a connected drive may still need preparation. See Storage Hardware Recommendations for drive selection and External Storage Required for setup. Formatting erases existing data.
Why is my external drive missing, unplugged or not being used?
Open the TetherBox's Storage tab and read the reported status. Check the drive's power supply, USB cable and enclosure as well as the drive itself. Recording may fall back to a smaller internal drive, shortening retention. Follow TetherBox Troubleshooting; contact support before formatting a drive that may contain footage.
What should I do about an SSD wear or drive health warning?
Review the finding in Storage and arrange suitable replacement storage with your integrator. SSD endurance warnings describe wear; read errors or failed health checks need investigation too. See Storage Hardware Recommendations and Replacing a TetherBox Drive. Replacing the system drive can require software installation and reactivation, so follow the instructions for your unit.
Can I limit how many days a TetherBox records?
Set TetherBoxes → select the unit → Settings → Max Days. Older recordings are deleted even if space remains. 0 allows storage capacity to determine retention. This sets a maximum, not a guarantee: the drive may fill sooner. See TetherBox Recording Capacity.
My TetherBox won't power on after a power cut - what do I do?
Check the power supply first. TetherBoxes are configured to restart after power loss, but the setting may need restoring. See Power Recovery & BIOS Settings, or contact support if the unit still won't start.
Can I connect a TV, monitor, or display to view cameras locally?
Use TetherX in a compatible browser on a computer connected to the display, or use an existing recorder's HDMI output alongside TetherX. A TetherBox's HDMI port is for diagnostics rather than a camera viewing interface. See Live View for camera walls and saved views.
Internet, Networks and Time Settings
Will the TetherBox automatically reconnect after an Internet outage?
Yes. An on-site TetherBox continues recording while its internet connection is down, provided power, storage and its connection to the cameras remain available. It reconnects and syncs when the connection returns. Cloud uploads depend on the camera plans, available recordings and connection capacity. See Cloud Backup Setup.
Can I use TetherBoxes over 4G/5G?
Yes. Plan upload speed, signal reliability and the data allowance around live viewing and cloud uploads. Keeping recording on site reduces reliance on the mobile link. See TetherBox Recording Capacity for bandwidth planning.
What's the minimum Internet speed required?
The requirement depends on camera bitrates, simultaneous live viewing and cloud uploads. Upload speed, latency and packet loss all matter. In TetherBoxes → select the unit → Network, use Run Speed Test to check the site's connection. See TetherBox Recording Capacity for planning and Local Streaming for viewing on the same network.
Do I need port forwarding or changes to the firewall?
TetherBox connects out to TetherX, so cameras and recorders do not need inbound port forwarding. Restricted networks may need outbound traffic allowed. Give your IT team Connecting your TetherBox to the Internet for the requirements, and use Tunnelling to Network Devices for remote configuration.
How do I configure a static IP address on my TetherBox?
Use a DHCP reservation on the router where possible, assigning a fixed lease to the TetherBox's MAC address. If that isn't possible, follow Using the TetherBox Offline Interface to configure the address, gateway and DNS settings.
Can the TetherBox act as a DHCP server for my cameras?
It can be configured to, but static camera addresses are the recommended approach. On supported cameras, Auto-Assign selects an unused static IP on a separate private network. See camera network settings for instructions.
Running DHCP on the TetherBox makes camera address allocation depend on that unit being available. Cameras may start before it after a power cut, a replacement unit needs the DHCP configuration set up again, and another DHCP server on the same network can conflict. Agree any DHCP changes with the site's IT team.
Can I install my own software or VPN on a TetherBox?
Yes. TetherBoxes run Ubuntu Server, and TetherX Support can arrange root access for you to install additional software, including a custom VPN or DHCP server. Discuss the intended setup with support and your site's IT team before making network changes.
How does the TetherBox keep time in sync?
TetherBox synchronises its clock automatically and can act as an NTP server for connected cameras. See TetherBox Time Synchronisation for the servers, fallback options and camera configuration.
How do timezones work in TetherX?
Your user timezone controls displayed times and time-of-day searches. Each TetherBox timezone should match its location for scheduling and camera synchronisation. A site timezone controls its monitored hours. See Timezones for setup and examples.
How often are TetherBox updates performed?
TetherBoxes update automatically. See TetherBox Firmware Updates for how updates are managed.
Connecting Other Security Systems
Does TetherX connect to alarm panels?
Yes. Options include supported panel integrations and SIA/Contact ID alarm receiving. The available events and control functions depend on the panel and connection method. Start with Alarm Panel Integration and Supported Devices and Integrations.
Does TetherX integrate with Paxton?
Yes. See Paxton Net2 Integration for the supported door events, user management and setup requirements.
Can I send events to my existing VMS or alarm platform?
Yes, for supported platforms including Immix, CONXTD, HikCentral and Patriot. A site can forward events as well as being monitored by TetherX. See Control Room Software Integration for the options and required configuration.
How do I set up reporting to Immix?
Open Admin → Sites, select the site and open Immix. Enter the connection details supplied by your control room. See Immix Integration.
How do I use the Talkdown feature?
Use Talkdown (Push to Talk) for live announcements through compatible camera audio or speakers. The guide covers supported equipment and setup.
Is there an API for our own integration?
Yes. Start with API Getting Started for credentials, authentication and examples. If the device or workflow you need isn't covered, contact TetherX Support with the models, required actions and project details.
Cloud Backup, Subscriptions and Billing
Can I record footage off-site or to the cloud?
Yes. Cloud backup is an optional, paid service configured per camera. Choose the cameras, upload type, resolution and retention you need; you don't have to back up every camera. See Cloud Backup Setup and the Quote Tool to review options and pricing.
How do I get billed for service subscriptions?
For integrator partners, the pre-billing report arrives around mid-month, changes are due by midnight on the 26th, and invoices are sent at the end of the month. End customers should check their agreement with their supplier. See Service Subscription Billing for the cycle and subscription controls.
How do I cancel a subscription or decommission a site?
Contact the supplier responsible for your service agreement to arrange cancellation and decommissioning. Download any evidence you need first. Marking a TetherBox Inactive stops recording but does not cancel subscriptions. Factory Reset permanently deletes recordings and configuration, including cloud backups, so use it only when the data is no longer required. See Service Subscription Billing.
Security, Data and Evidence
What encryption does TetherX use?
See the Security Whitepaper for encryption, connection security and access controls. For an IT or procurement review, contact TetherX Support with your requirements.
Where is my data stored?
Local recordings are stored on the TetherBox's configured drives or NAS. Cloud backup storage depends on the region selected for the camera's plan; check Cloud Backup Setup. For platform hosting and data residency requirements, confirm the deployment region with TetherX Support before ordering. See the Security Whitepaper for the architecture.
How can I prove video evidence has not been tampered with?
Compare the downloaded file with the checksum shown in its recording details. New recordings use SHA-256; older recordings may use SHA-1. A match checks that the file matches the stored digest; provenance and chain of custody need the related records too. See Video Checksum & Evidence Authenticity for instructions.
How do I delete a TetherBox, camera, or user?
Authorised accounts can delete cameras and users from their management pages. For a TetherBox, distinguish temporarily stopping recording from permanently removing its data: Factory Reset explains both. Save required footage before deletion and arrange subscription cancellation separately.
How do I delete all my data from TetherX?
Contact TetherX Support to arrange account removal and confirm what needs deleting. If you are also decommissioning hardware, follow Factory Reset as agreed with your supplier. Download required evidence first: a factory reset permanently deletes recordings, cameras and devices, including cloud backups.
Getting More Help
What information should I send to support?
Include the timeline and site name, TetherBox serial number, affected cameras, when the issue occurred with the timezone, and the exact error or a screenshot. Say whether all cameras are affected and what you've already checked. For playback faults, include an example event link. See TetherBox Troubleshooting or Camera Troubleshooting for the relevant checks, then contact TetherX Support.
Try searching all help articles or leave a comment on the relevant guide if you need clarification.
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