CCTV SUPPORT

This page contains the answers to the most frequently asked questions along with the user documentation for our most common systems. If this has not helped you solve your problem please enter your details into the contact form below and we will be in contact as soon as possible.

Frequently Asked Questions

1. I would like to add my Hikvision CCTV system to the iVMS-4500 app

Assuming that your recorder is connected to your broadband router and both have been configured to allow for remote access, please watch the video below. You will need the username and password for your recorder along with the external IP address or DDNS address. The username, password and address will be the same as someone else who currently has access to your CCTV system via the iVMS-4500 app. Please note that passwords will usually start with a capital letter. Please click here if you would prefer to follow a printed guide.

2. How to playback footage on my Hikvision system

Playback/Export footage at the recorder

Please follow this guide.

If you find that guide does not match the menu of your system please try this alternative guide. 

Playback footage via the iVMS-4500 app

Assuming that you have already added your system to the app (F.A.Q 1), please watch the video below or follow this guide (which also covers how to save footage to the app).

3. I can’t access my CCTV remotely via my smartphone, tablet, PC or laptop

DON’T PANIC, your system should still be recording footage to your hard drive as it was originally configured to (as long as it is switched on).

Below are the most common reasons why our customers lose remote access into their CCTV systems and how to resolve them.

  • The device that you are using to view the CCTV does not have a good internet connection. Please try playing any youtube video to prove you have a good connection.
  • The router/network that the system is connected to is no longer providing a live internet connection. Please try playing any youtube video on a device that is connected to the same router/network as the DVR/NVR.
  • A change of broadband router (usually the case if you change ISP (internet service provider) or upgrade your internet package). If this is the case you will need your broadband router re-networked by your IT company or ourselves (subject to a charge) to allow remote access into your DVR/NVR again. If you would like to do this yourself, please see the F.A.Q below for details.
  • The system is down powered. One way to check this is to see if you can view your cameras on a monitor which is directly connected into the NVR/DVR. The screen should automatically show the CCTV menu screen or the camera images (NOTE: you may need to switch to the correct source on your monitor/TV – either a HDMI source or VGA). If your system is off, you will need to turn your system back on then enter the password. If you have had a power cut the DVR/NVR will need turning back on, unless it is a hikvision DVR/NVR (these should power back up automatically). There may be a rocker switch at the rear of the DVR/NVR.
  • The cable connecting the broadband router to the DVR/NVR has been unplugged, please check the connections at both ends. We also recommend disconnecting the ethernet cables at both the DVR/NVR end, and the router end, then plugging them back in (ensuring you hear the click when you plug it back in which indicates a good connection).
  • If your DVR/NVR is not located near to your broadband router, you may be using a pair of powerline adapters (TP Link) to connect your DVR/NVR to your broadband router through your mains electricity. If so, check that both of these devices (see picture) are switched on (at the socket) and are powered up (showing at least 2 x green LED status lights). If they are not showing at least 2 x green LED status lights please down power either one of them by unplugging it from the socket (there will be one near the DVR/NVR and one near the router), then wait 30 seconds before plugging it back in.
  • TP Link

Please ensure the TP link powerline adapters are plugged directly into a wall power socket and not a power extension lead.

  • If the reset button on your broadband router has been pressed, this will close the ports in the router, you will need your broadband router re-networked by your IT company or ourselves (subject to a charge) to allow remote access into your DVR/NVR again. If you would like to do this yourself, please see the F.A.Q below for details.

If you still cannot access your CCTV remotely please follow the steps below

  • [RESIDENTIAL CUSTOMERS ONLY] Power cycle your broadband router (switch it off or unplug it from the mains socket, wait 30 seconds, switch it back on then wait 10 minutes.
  • [FOR CUSTOMERS WITH A NETWORK SWITCH/HUB] Power cycle the network switch/hub that the DVR/NVR is connected into then wait 10 minutes.ENSURE YOU DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER AS THIS MAY FACTORY DEFAULT YOUR BROADBAND ROUTER.
  • Reboot your DVR/NVR. On Hikvision systems you will need to click the ‘power off’ or ‘shutdown’ button from the menu then select ‘reboot’, then wait for the system to reboot before entering your user password. Please see the separate F.A.Q if the DVR/NVR is not accepting your password.
  • Check the required ports are still open in your router by using this website on a device which is connected to the same router/network as your DVR/NVR https://www.yougetsignal.com/tools/open-ports/ . If you have a Hikvision DVR/NVR the default ports that should show open are 80, 8000, 554 and 443. You could be using none-default ports that can be checked in the ‘network’ menu of the system. See the ‘NAT’ tab. If you have a different brand of CCTV recorder you will be able to find the default ports for your DVR/NVR in the user manual (towards the bottom of this page) or you will have to check in the network menu of the recorder. If one of the ports is showing closed, it will need opening and forwarding to the internal IP address of the DVR/NVR (see F.A.Q 4 for more details).
  • Try temporarily changing the IP/Domain in your app from your DDNS address (eg. mes123.dvrdns.org) to your external IP address which can be found by clicking this link (on a device which is connected to the same router/network as your DVR/NVR), then click ‘start live view’ in the app. Remember to test this when you are not connected to the same router/network as the DVR/NVR). If this works then it will only work for a limited amount of time. You will need to call us (with your external IP address to hand) so we can connect and update your DDNS settings into your DVR/NVR.
4. I need to re-network my router to allow for remote access into my CCTV system / [I am having/I have had] a new broadband router

DON’T PANIC, your system should still be recording footage to your hard drive as it was originally configured to (as long as it is switched on).

If you pay for IT support we recommend you contact them or your ISP (internet service provider) to see if they can support you with this process.

Find out the internal IP IPv4 address of your recorder. If you are unsure what this is, it should be shown on the network page in the settings menu of the recorder next to IPv4 address, (eg 192.168.11.10) providing the recorder is switched on and connected to your router. If there is not an ip address showing, please tick ‘enable DHCP’, then untick this once an internal IP address is shown. You may also be able to find out what the internal IPv4 IP address of the recorder is by checking the ‘connected devices’ page in your router settings. Once you know this IP address we recommend reserving this ip address in your router settings so your router does not allocate this address to another device on your network.

The next step is to open each of the ports in the settings of your router and set up a port forwarding rule for each port which will divert traffic via the newly opened port to the internal IP address of your recorder. Please be aware that this process can vary slightly between different brands of routers. The default ports for hikvision recorders are 80, 8000, 554 and 443 – ALL TCP. These ports will need opening and forwarding to the internal IP address of your CCTV recorder. Also you could be using non-default ports, this can be checked in the ‘network’ menu of the recorder. See the ‘NAT’ tab. If you have a different brand of CCTV recorder you will be able to find the default ports for your recorder in the user manual (towards the bottom of this page) or you will have to check in the network menu of the recorder. For further assistance on how to carry out this process on your broadband router please contact your ISP (internet service provider) or you may refer to this third party website. We have also listed some links below which may be useful.

BT router guide

Sky router guide

Virgin router guide

TalkTalk router guide

Plusnet router guide

EE router guide

To test you have opened your ports correctly please use a port checking website like https://ping.eu/port-chk/ This tool will only tell you if the port is open and will not confirm that the port forwarding rule has been set up correctly.

The next step is to test that you can connect remotely to your system using your smartphone app when you are not connected to the same network as your recorder. For information on how to set up the app, please see F.A.Q 1.

If you can’t connect remotely please power cycle your router then try again. If you still can’t connect please refer to F.A.Q 3.

NOTE: ENSURE YOU DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER AS THIS MAY FACTORY DEFAULT YOUR BROADBAND ROUTER CAUSING ANY BESPOKE ROUTER SETTINGS YOU HAVE ENTERED TO BE LOST.

5. I have exported footage from my Hikvision CCTV system but I can't play it on my PC, laptop or Mac

Use this link to download VS Player (for windows) which will be able to play your footage.

For Mac please click this link

6. My CCTV recorder is not accepting my password

For Hikvision systems – Ensure that you are dropping the keyboard out of caps lock back down to lower case letters if using a capital letter as the first character of your password. If the system is still not accepting your password please contact us.

For other systems – For the default username and password for your system please refer to your user manual (available on this page)

7. What is a DDNS

A DDNS service (provided by a third party)

A DDNS service will allow you to access your system from anywhere in the world and it will also allow us to support you remotely (if required). We include a 12 month DDNS within the annual charge for all of our service & maintenance agreements.

What is a DDNS?

A DDNS solves the problem of your external IP addresses ever-changing by associating your address with a consistent domain name. When you become a residential customer of an ISP, they provide you with an external IP address so you can access the internet at home. However, these dynamic IP addresses frequently change without notice causing you to lose access to your system each time this happens. To combat this, we set up a DDNS with a third party provider who assign you a custom domain name (eg. johnsmith123.dyndns.org). We enter this address into our equipment (or your broadband router) so when your external home IP address changes your custom domain name will be automatically updated with the new IP address which ensures uninterrupted remote access into your system.

DDNS = Dynamic domain name system

External IP address = The address of your broadband router on the internet.

ISP = Internet service provider. (eg. BT, Virgin, Sky)

8. Why is my recorder beeping?

This can be an audible warning that may have been set for an event like line crossing or intrusion detection on your cameras which then the recorder is beeping due to the activation. It can also due to an exception like an IP conflict or even an HDD error.

To check why your recorder is beeping you can look through the log which then indicates as to why the recorder is beeping.

9. How to view your cameras on a web browser?

For full use of your recorder or cameras using a web browser you will need to input the ip of the recorder (internal ip when on the LAN and external when away from the LAN) , you will need to make sure you run the Hikvision plug in which will show at the bottom of your screen when you access the page. You will need to be using Internet Explorer and it is recommended this is run with Windows administrator rights. Once the above has been done you will then be able to access the cameras a view live images.

10. I am no longer receiving push notifications via the ivms-4500 app
  1. Please can you ensure that ‘alarm notification’ is turned on in the app. To check this, launch the app, press the ‘menu’ button, then click ‘alarm’, then click ‘set alarm notification’, then ensure the slider is at the on position (green on an iphone/ipad).
  2. Ensure that your device is set to allow notifications from the app in your devices notification settings. See these guides for your device. iPhone/iPad settings         Android settings
  3. Ensure the app is just minimised and not closed completely or open completely.
  4. Ensure the device has an internet connection at the point the device should be getting a push notification. To check your connection, try watching this youtube video
11. I have a blurred camera image(s)

Please check that there are no cobwebs around the camera as this can commonly cause a blurred image at night due to infra-red (night vision) glare which is caused by the cobwebs reflecting the infra-red light (which is emitted by the camera) back into the lens.

If you are getting a blurred image in the day, please try cleaning the lens of the camera with a clean cloth.

Glossary

NVR – Network Video Recorder – main recording unit (similar size to a DVD player – see example image below)

DVR – Digital Video Recorder – main recording unit (similar size to a DVD player – see example image below)

ISP – Internet Service Provider (e.g BT, Sky, Talktalk, Virgin)

DVD Player

User Manuals

Get in Touch

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