Technical Support

Our technical support team is located right here at our home office in Lafayette, Colorado. Whether you have a question about your CaseCracker interview room installation or need help troubleshooting, we are here to help! Give us a call, send an email, or submit your inquiry with the Support Contact form below.

Frequently Asked Questions:

I forgot my password. Can I reset my own password?

If you are a user and you forgot your password, you must ask your Administrator to perform the reset function for you.

What is the default Administrator password?

welcome (all lower case).

If the Administrator password has been changed from “welcome” and is now lost, how can it be recovered?

For security purposes, you will need to send in your hard drives to Cardinal Peak along with a letter from the highest person in authority at your site authorizing a password reset.

Please call to open a trouble ticket, then clearly put the ticket number on the drives to provide adequate tracking.

Please pack the drives in anti-static poly bags or pink bubble wrap, then provide adequate padding for shipment.

All data will remain on the drive, only the password will be reset. There is a flat fee of $150 for this procedure. Any expedited shipping will be at the users expense. There will 3-5 day turnaround.

What are the typical web ports used by CaseCracker for OnDemand, Live Remote Viewing and Booking Client?

80, 443, 1510, 46729, 46730

What versions of IE are supported for OnDemand?

IE 9, 10 and 11

Which backup method is recommended, mp4 (export) or nut2 (backup)?

If your agency uses flags and annotations, nut2, otherwise mp4. Please note mp4’s cannot be reimported. (Original videos will always remain on the system unless specifically deleted.)

Can the primary overall scene-view camera be swapped for the picture-in-picture view?

Swap the inputs for the cameras. Directly next to the volume control is an icon of a square with double-arrow.

If enabled under Tools > Setup, the user can swap the pictures during a recording. This view is permanent in the recording.

What is the sequence for video inputs?

Starting closest to the red LED zero, Room 1 Main, Room 2 Main, Room 1 PIP, Room 2 PIP.

Can the data overlay banner position be moved for exported DVDs?

Log in as Administrator, click Tools > Setup > Recording (tab), then change the Overlay dropdown choice.

Does CaseCracker hibernate or sleep?

No, it’s always on. Only the monitor goes blank to avoid screen burn in and save power.

Can I use the remote wall activation switch if no one is logged in?

Not currently. A user must be logged in for the wall switch to activate a recording.

The flagging transmitter only works when right next to the receiver.

In a noisy radio environment, removing the antenna from the receiver can help, as per Linear Systems. You should hear the relay click from a distance, and the range should now be up to 75 feet.

How is the time updated?

Click Tools > Set time / Date… Then set the correct time zone location by city. If connected to a network, CaseCracker will update to the network time automatically. At the beginning of a new recording, in the, “New Session” popup box, at the bottom is a reminder prompt for the user to confirm the system time is correct.

What ports need to be opened to allow Remote Help?

Ports 80 and 443.

I would like to install a dual boot option on our CaseCracker system. Is this possible?

CaseCracker is designed to be a standalone Linux system so our team can quickly diagnose issues and offer fast support. Due to the difficult and subjective nature, we do not support systems with a dual boot function.

Contact Support

Contact Support

Our Support Team is available Monday-Friday from 8:00 AM to 5:00 PM Mountain Time. Please expect a reply from us within one business day.

CaseCracker is affordable, simple to use, and cuts down on frivolous complaints of misconduct. It is a great tool to present in court.
Sgt. Ben Parisi South Euclid PD Ohio
I think the best feature is its ease of use. From recording an interview to burning it to a DVD, I think someone with the smallest amount of computer “know how” can use the system easily. I also like the options the system gives you when it comes to reproduction of the interview.
Det. Micheal Metz University of Florida Police Department Gainesville, Florida
We have had absolutely no problems with support. Anytime we have needed anything, either there is somebody there or they get back to us very quickly.
Det. Larry Crapo Brookline Police Dept.
The single best thing about CaseCracker… It’s a tie between making the Detectives’ work so much easier and actually having no question about getting an interview admitted in court.
Captain Anthony DiBona Quincy Police Dept.
We can interview and provide the recording to law enforcement and the District Attorney’s Office for evidentiary reasons. It’s a National Children’s Alliance standard that all interviews are recorded.
Paula Bragg Executive Director SARA House
The decision for CaseCracker over some of the other systems that we saw was that the company was so willing to work with us to be sure that we were in line with HIPAA standards.
Wendy Chase Director of Clinical Education University of Connecticut
We’ve been video recording our interviews since 1995. Video recording is really important to us because it protects our detectives, it protects the integrity of the case and it protects the citizens of Boulder.
Detective Chuck Heidel Boulder PD Boulder, CO
CaseCracker has been committed to helping maintain the relationship that local dealers have with Police Departments and gives us the tools to make sales to departments all over our territory. Not only is CaseCracker state of the art and exciting to sell, but it also provides profit that we simply don’t see any more when we sell Police Department camera equipment.
Scott Farber President Hunt’s Photo