Step-by-Step Guide for Customers Experiencing Issues.

1. Visit Our Support Page

For quick and easy solutions, check out our Support Hub on our website. We offer a collection of helpful videos and guides covering common issues, such as:

2. Basic Troubleshooting Tips

Before contacting us, try these simple troubleshooting steps:

  • Check the Power: Ensure all your cameras and DVR/NVR are powered on.
  • Inspect Connections: Verify that all cables are securely connected.
  • Restart Devices: A simple restart of your cameras, DVR/NVR, and router can often resolve minor issues.
  • Update Software: Ensure your mobile app and device firmware are up to date.
  • Remember Your Passwords: Common defaults are:
    • DMSS: abc12345
    • Viper: 123456
    • Kestral: no password
  • Understand Your Setup: Learn about what connects to your CCTV box.

3. Gather Essential Information

If you need further assistance, gathering the following details will help us resolve your issue faster:

  • Document the Issue: Describe the problem in as much detail as possible.
  • Installation Details: Note the installation date, model numbers, and any previous support communications.
  • Visual Evidence: Take photos of error messages or any visible issues.
  • Previous Troubleshooting Steps: List any steps you’ve already tried.

4. Submit a Support Request

If the above steps don’t resolve your issue, fill out our Support Request Form. Please include all relevant details, pictures, and the steps you’ve taken so far. This will allow us to assist you more efficiently.

5. Receive Acknowledgment

Once your request is submitted, you’ll receive an acknowledgment with a reference number and an estimated resolution time. We aim to resolve issues within 14 days.

6. Work with Our Support Team

We may reach out with additional questions or troubleshooting steps. Please be available to help us solve the issue as quickly as possible.

7. Issue Resolution

We’ll notify you of the steps taken to resolve your issue. If replacement parts or an on-site visit are needed, we’ll arrange that for you. Book an On-Site Callout if necessary.

Need More Help? Contact Us!

Following these steps will ensure your CCTV system is back up and running smoothly in no time. For more details, visit our Terms and Conditions page.

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