Products may be purchased through your WAVE Electronics dealer account. Registered dealers can log in at wave-electronics.com to view pricing, availability, and ordering options.

Registered dealers can log in and view dealer pricing at wave-electronics.com.

Complete the dealer application at wave-electronics.com/dealer-application .

MSTR Brand products are available through WAVE Electronics dealer channels. To become a dealer, complete the dealer application at wave-electronics.com/dealer-application .

MSTR Brand products are currently distributed through authorized dealers within the United States. Contact WAVE Electronics for current distribution availability.

Registered dealers can log in to wave-electronics.com to view available inventory. For large projects, special orders, or time-sensitive needs, contact your local WAVE branch or sales representative.

Product documentation, manuals, firmware, and support resources may be available on the product page, brand support pages, or through your WAVE sales or technical support representative.

Registered dealers should contact WAVE Technical Support with the product model, serial number if available, firmware version, network details, and troubleshooting steps already performed.

Dealers should contact WAVE Technical Support and provide the product model, serial number, proof of purchase, troubleshooting steps performed, and a clear description of the failure to begin the RMA evaluation process.

End users should contact the dealer, installer, or company that originally installed the product. WAVE Technical Support primarily supports registered dealers and installers.

Offline cameras are most commonly caused by power loss, network interruption, IP conflicts, switch issues, cabling problems, or NVR communication failure.

1. Verify the camera has power.
2. Check the switch port and cable connection.
3. Confirm the camera and NVR are on the correct network or subnet.
4. Reboot the camera, switch, and NVR.
5. Check for duplicate IP addresses.

Confirm the cameras are powered, connected to the correct network, and using compatible firmware. If automatic discovery fails, manually add the camera using its IP address.

Verify power first. Hold the reset button for the manufacturer-required duration. If the camera remains unresponsive after reset attempts and power has been confirmed, the device may require replacement.

Intermittent video is usually related to bandwidth, poor cabling, weak switch performance, PoE budget limits, firmware problems, or network instability.

1. Test with a known-good cable.
2. Confirm PoE budget availability.
3. Check network switch logs if available.
4. Reduce stream resolution temporarily for testing.
5. Confirm firmware is current.

Replacement should be considered when power, cabling, network connectivity, firmware, reset procedure, and NVR configuration have been verified and the camera remains unreachable or unresponsive.

Check the recording schedule, hard drive status, camera connection status, date and time settings, and available storage. Confirm the NVR recognizes the installed drive.

Missing playback may be caused by recording schedule settings, failed storage, overwritten footage, incorrect date/time settings, or cameras being offline during the requested period.

Reboot the NVR after network changes, firmware updates, camera discovery issues, storage recognition problems, or when remote access stops responding. If repeated reboots are required, check firmware, storage health, and network stability.

Verify the drive is detected, formatted, and healthy. If the drive is not detected or repeatedly fails formatting, replace it with an approved surveillance-rated hard drive.

Incorrect time settings can affect recording, playback, and event search. Confirm the time zone, NTP settings, daylight saving settings, and internet connectivity.

This usually indicates an internet, router, DNS, firewall, port forwarding, or cloud connection issue.

1. Confirm the site has internet access.
2. Reboot the modem, router, switch, and NVR.
3. Verify DNS settings.
4. Confirm remote access settings are enabled.
5. Check firewall or ISP restrictions.

Identify duplicate devices using the same IP address. Assign static IP addresses outside the DHCP range or create DHCP reservations for cameras, NVRs, and other network devices.

Check VLAN configuration when cameras are powered but unreachable, when the NVR cannot discover cameras, or when devices are on different network segments.

• NVR model and firmware version
• Camera model numbers
• Network topology
• Switch model
• Router or firewall model
• IP addresses of affected devices
• Whether the issue is local, remote, or both

Reboot in sequence: modem, router/firewall, network switches, NVR, then cameras. Wait for each device to fully restore before testing again.

Update firmware when resolving known bugs, compatibility issues, remote access problems, app connection issues, device discovery issues, or manufacturer-recommended security updates.

Yes. For best results, update firmware during staging before the system is installed at the customer site.

Do not repeatedly power-cycle the device during an update failure. Confirm power stability, network connection, firmware file compatibility, and device model before retrying.

Firmware may be available on the product page, brand support page, or through WAVE Technical Support. Always confirm the firmware file matches the exact product model.

Confirm the customer is using the correct app, correct account, and correct login credentials. Then verify the NVR or camera is online and connected to the remote access service.

Password resets are handled for registered WAVE Electronics dealers. Contact WAVE Technical Support with the customer account information, device model, and proof of dealer relationship.

WAVE can only assist registered dealers with password reset requests. End users should contact the company that installed the system. If the original installer is unknown, contact WAVE and we can help connect the customer with a local dealer.

Use the app’s sharing or device management feature. Confirm the receiving user has created an account and is using the correct email address before sending the invitation.

Confirm notifications are enabled in the app, enabled on the mobile device, and enabled for the correct event type. Also verify that motion detection or analytics settings are configured properly on the device.

EDID settings help source devices and displays negotiate supported resolution and audio formats. Use EDID adjustments when troubleshooting no video, wrong resolution, or audio format issues.

Check source output, display input, HDMI cable quality, EDID settings, extender power, matrix routing, and resolution compatibility.

1. Test the source directly to the display.
2. Use known-good HDMI cables.
3. Confirm transmitter and receiver power.
4. Check category cable termination.
5. Test at a lower resolution.

Check source audio output settings, display or AVR compatibility, EDID configuration, HDMI cable quality, and whether the connected system supports the selected audio format.

Use the product’s activation process and confirm the license key, dealer account, internet connection, and product ID are correct before contacting support.

Verify the license key was entered correctly, the device has internet access, the license has not already been used, and the product or software version supports the license type.

Contact WAVE Technical Support with the original license information, replacement device details, dealer account, and reason for transfer.

• Dealer name and account information
• Customer site name
• Product model numbers
• Serial numbers if available
• Firmware versions
• Network details
• Photos or screenshots of the issue
• Steps already attempted

Replacement should be considered when power, cabling, reset procedure, firmware, and network connectivity have been verified and the device remains unresponsive.

Escalate when standard troubleshooting has been completed, the product remains unresponsive, firmware recovery fails, account access cannot be restored, or the issue appears related to a product defect or compatibility problem.