Symptoms of the Issue

If your NVR does not detect a hard drive, you may observe one or more of the following symptoms:

1. No hard drive information displayed
The hard drive does not appear on the Disk / Storage page in the NVR system.

2. Indicator light status

• N2834 / N2838 / N2834D / N2838D models:
  Red and blue LEDs flashing — indicates that the hard drive is not connected or the hard drive status is abnormal.
• N1814 / N1812 models:
  Red LED is off — indicates that no storage device is connected or the connected storage has not been formatted.

3. Playback error message
When attempting to play back alarm or recorded videos, the system displays the message:

"There are no videos available for the selected time. Please choose a different time period."

Troubleshooting Steps When the Hard Drive Is Not Detected

1. Power Supply Check

Please ensure that you are using the original CYVIO NVR power adapter.
If you are using a third-party power adapter, make sure it meets the required specifications and can provide sufficient power for the NVR and hard drive.

2. Hard Drive Specifications

(This step can be skipped if you are using an original CYVIO hard drive.)

If you are using a third-party hard drive, please verify:

• The hard drive type is compatible with your NVR model
• The storage capacity is within the supported expansion range

Only hard drives that meet the product requirements can be properly recognized.

3. Hard Drive Installation

Check whether the hard drive is installed correctly.

Important:
Always disconnect the NVR from power before installing or removing a hard drive.

• Remove the hard drive and reconnect it
• Ensure the hard drive is firmly connected to the SATA interface
• Follow the steps shown in the image below to correctly install the hard drive

4. NVR Firmware Update

Make sure your NVR firmware is up to date.
You can upgrade the firmware using either of the following methods:

Method 1: CYVIO App

• Home page → tap the three dots (menu)
• Select Device Settings → About Device
• Tap Check System Updates

Method 2: NVR System Interface

• Right-click on the main screen
• Go to Configuration → System → Maintenance
• Select Upgrade → Detect Now

5. Try a Different SATA Port

If your NVR supports multiple hard drives, try connecting the hard drive to a different SATA port to check whether it can be detected.

6. Replace the Hard Drive

If you have another hard drive that meets the compatibility requirements, try replacing the hard drive to determine whether the issue is caused by a faulty drive.

If the problem persists after completing the steps above, please contact our support team for further assistance. We're happy to help you get your system back up and running.