Troubleshooting your CCTV Camera or Alarm System

Cameras must be connected via ethernet (LAN) to the NVR and connected to the modem to be online. Check the connection cables of the cameras, ensuring they’re in the correct port.

If the camera connection is configured correctly, it could be the following reasons:

• Your internet connection is offline, which will require a restart of your modem.

• The application on your smartphone needs to be updated; check your relevant app store for a firmware update.

• Your cameras may be faulty, which will require a replacement from the manufacturer.

Please log a service call if this problem persists.

The hard drive connected to the NVR could be faulty, which will require a replacement from the manufacturer if it’s under warranty.

If it’s not your hard drive, the NVR may have lost its internet connection. Check the connection cable from the NVR to the modem and ensure it’s in the correct port.

Try restarting your NVR by switching it off; wait 5-10 minutes before switching it back on. A flickering green light will indicate it is connected.

Please log a service call if this problem persists.

The flashing red light means that information is actively saved to the hard drive.

It could also be the cameras are connected to your NVR, but the recorded footage isn’t being saved to the hard drive.

Try the following options to fix the problem:

• Restart your NVR by switching it off. Wait 5-10 minutes before turning it back on.

• Restart your modem by switching it off from the power button. Wait 5-10 minutes before turning it back on.

Please log a service call if this problem persists.

Depending on the application you’re using for your cameras, there are a few reasons why you can’t log in; your password is incorrect, your internet connection is offline, or the app requires a firmware update. Try the following options to fix the problem:

• Try resetting your password through the application.

• Check your internet connection on your smartphone; you may need to reboot your modem to reset your Wi-Fi.

• Update the application to the latest firmware, check for updates in the app store on your smartphone.

Please log a service call if this problem persists.

Your NVR must be connected via your modem via an ethernet port (LAN). Check the connection cables to ensure its appropriately configured.

If it’s configured correctly, try the following options:

• Check if your NVR is switched on; it may have been switched off during setup.

• Check if your NVR is connected to the internet; a flickering green light indicates this on the device.

• Restart your NVR by switching it off; wait 5-10 minutes before turning it back on.

• Restart your modem by switching it off from the power button; wait 5-10 minutes before turning it back on.

Afterwards, restart the application and try logging in.

If the problem persists, please log a service call.

Cameras must be connected via ethernet (LAN) to the NVR and connected to the modem to be online. Check the connection cables of the offline cameras, ensuring they’re in the correct port.

If the connection is configured correctly, restart your NVR by switching it off; wait 5-10 minutes before switching it back on. This will reboot the cameras.

Afterwards, refresh the application on your device and check if your cameras are back online.

If the camera remains offline, please log a service call.

1. Select “Playback” from the main menu of your NVR.

2. Select the time and date you want to replay from the selected camera.

You can also download the footage directly to a USB or hard drive.

Your NVR must be connected via your modem via an ethernet port (LAN). Check the connection cables to ensure its appropriately configured.

If it’s configured correctly, try the following options:

• Check if your NVR is switched on; it may have been switched off during the setup of your new modem.

• Check if your NVR is connected to the internet; a flickering green light indicates this on the device.

• Restart your NVR by switching it off; wait 5-10 minutes before turning it back on.

• Restart your modem by switching it off from the power button; wait 5-10 minutes before turning it back on.

If it’s still offline, the modem may have a different IP configuration compared to the previous modem. You’ll need to log a service call for our team to fix this issue.

For Android devices, you can find the latest version of all the HikVision apps here https://appstore.hikvision.com/.

For Apple, please head to the App Store and search Hik-Connect.

If you’re using a different camera brand, please refer to the manufacturers’ website or log a service call.

If you’ve forgotten your password, you can reset your password within the application by selecting “Forgot Password” and entering your email address. This will provide you with an email with a reset link where you can update your password.

Depending on the product you need the manual for, you can find more information on the HikVision website https://www.hikvision.com/au-en/.

If you cannot find the manual you’re looking for, please log a service call.

There are a few reasons why you’re only getting 14 days’ worth of footage:

1. If you have multiple hard drives, then one of your hard drives may be faulty and require replacement

You can log into the system menu and re-initialise that hard drive but beware; this will delete all the footage.

2. Your cameras are all set to full-time recording

Change the camera recording settings to motion only or create zones where cameras ignore movement (for example, trees rustling in the wind). This will improve the no of days of valuable data the hard drive stores.

3. Try reducing your camera frame rate from 25 to 15 frames per second

If you have done all the above, you can add a hard drive to your system to increase storage.

Please log a service call if these problems persist.

A few reasons could result in your system beeping:

1. A risk could be present; check your security panel and other devices (smoke detectors, etc.) to ensure the beeping isn’t caused by a legitimate threat, such as intrusion or fire.

2. Check your batteries. Most systems will beep to alert you that your batteries need to be changed.

3. The alarm is not silenced. Try disarming your alarm system by entering your unique code.

Please log a service call if these problems persist.

Follow the steps below to fix the problem:

1. Determine what device needs new batteries within your alarm system

2. Open the device to view the current battery

3. Remove the battery and purchase a new one to match

4. Install the new battery

5. Test your system

Please log a service call if these problems persist.

It goes into an automatically secured state when you arm your home security system. If your system is not arming, there may be many reasons why.

To troubleshoot this issue, open and close your windows and doors properly, then try to arm your system. If it still doesn’t arm, these are the possible causes and fixes:

• The control panel is set to programming mode. Exit the programming mode and then arm the system.

• The system is currently set to alarm mode. Clear the active alarm mode and try to arm the system.

• A faulty sensor can cause your alarm system, not to arm.

Please log a service call if these problems persist.

There are a few reasons why this could be happening:

1. Your batteries are low or dead

Many sensors have a small LED light that turns on when detecting something. Try activating the sensor by moving it. If it doesn’t turn on, try replacing the batteries.

2. The equipment is faulty

If the batteries aren’t dead, it might be a defective sensor. Replacing it with a new sensor will fix the problem.

3. Heaters are triggering the motion sensors

Heaters can trigger a false alarm due to the passive infrared technology used to detect movement. If the heater is causing the issue, try moving the motion detector or heater, so it doesn’t affect the sensor.

4. The keycode used is wrong

Using the incorrect keycode can cause a false alarm. If you’ve forgotten the code, you may need to reset the alarm system for a new code. You can also adjust the entry/exit delay in the security panel.

5. Pets are triggering the motion sensors

If you have pets, they might be setting off false alarms by roaming the house. Try getting your pet to go through an area while the alarm is armed. If it goes off, then you know the problem.

Please log a service call if these problems persist.