Why won't my recorder connect to AvertX Connect after March, 5 2024?

Keeping the ProConnect NVRs software updated ensures greater system performance and security.  To ensure the integrity and security of local network and AvertX Connect cloud services, we now require a minimum version of the ProConnect recorder software of version 2.4.17 or higher.  Refer to this article to view the latest software version and upgrade options.


What may happen if an NVR isn't updated?

After auto-updates advertised to go into effect January 31st, 2024, outdated units may experience issues when accessing their NVR/cameras when using an AvertX Connect service account or when logging into a unit's local console.


Effective March 5, 2024 all units not updated to version 2.4.17 or higher, will lose the ability to remotely connect via AvertX Connect.

Regular software updates are recommended as a cybersecurity best practice and strongly encouraged as part of continual cybersecurity efforts.  


To ensure uninterrupted service, please take the following actions before March 5th, 2024:

  • Confirm all recorders are operating on ProConnect software version 2.4.17 or higher.
    • From the AvertX Connect cloud service, you can view the current software version for the recorders under your account by navigating to Management > Locations > Recorders within your account portal, selecting the Recorders tab and viewing the Software Version column.
    • If you’re already logged into the recorder, you may also click on the "?" icon on the top right-hand corner of the ProConnect user interface.
  • Upgrade the recorder 

If you are having troubles updating the NVRs software, you may:

  • Create a bootable USB Recovery drive to perform a system Upgrade or a Clean OS Install.  NOTE: You may need to do a Factory Reset if the unit is below version 2.0.   Please follow the instructions listed and select the best option for your case.  
  • Contact AvertX Support: The AvertX Support Team may be able to assist in providing additional guidance or resolving issues remotely.  
  • Potential On-Site Third-Party Support:   In some cases, it may be helpful to obtain third-party assistance.  In these cases, AvertX Support can still offer remote assistance as needed.  However, please note that AvertX cannot recommend third-party support technicians nor can we warranty their work.