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TROUBLESHOOTING

Fortunately, CCTV technology is actually quite reliable by nature so most of the support calls we receive are as a result of one of two things happening;

  • The power to your CCTV system has been compromised. This can be as a result of a power cut to your property, for example.
  • The IP address for your broadband has changed, usually because you've changed your router or your Internet service provider (ISP).

IMPORTANT: There are some aspects of your home environment that have an influence over the running of your CCTV system but which we simply cannot control. Your electricity supply is one and the external IP address of your broadband connection is another. Please don't hold us responsible if either of these causes a malfunction with your CCTV system. Of course we'll try our best to help and get you back up and running as soon as possible but please be aware that if a call-out is required as a result of what we refer to as an outside influence, then a standard call-out charge will be applicable.

BUT REST ASSURED... if you ever need to talk to someone or are slightly unsure about any aspect of your new CCTV system, there’ll always be someone at the end of a phone (9:00 - 17:00, Monday to Friday).

Loss of image on a single camera implies that at least one of three things has happened:

  1. A faulty power supply to the camera.
  1. A faulty connection between the camera and the recorder.
  1. A faulty camera.

Option 1 is rare as all cameras are usually driven off a single power supply. Hence, if the power supply is faulty, then power would be lost to all cameras.

We're sorry to say that if either option 2 or 3 are the case, then you need to call us to arrange a service visit.

There are a couple of things you might like to consider:

  1. Installing a larger hard drive on to which video is recorded would of course provide you with more video time.
  1. Switching your system from continuous recording to motion-triggered recording will mean that your network video recorder won't be recording when nothing's happening!

This sometimes happens on cold, damp evenings when there's a lot of moisture in the atmosphere. Slight condensation on the lens cover will indeed make images look misty.

CCTV cameras are available that have built-in heaters to combat this effect and here's the 'but';

A misty image isn't just down to condensation on the lens cover. You have to bear in mind that the moisture is in the atmosphere and as such, no imaging system can do much about the ambient environment.

The fact that most residential broadband connections have a variable external IP address, causes all sorts of issues when any server that requires Internet access (such as the http server in your CCTV recorder), is running on your home network.

Your external IP address is like a telephone number on the world-wide-web and tells everyone (who’s allowed to know) how to reach your Internet connection is. Now here’s the problem; most Internet service providers (ISPs) periodically change your external IP address. This is done for a number of reasons. Some ISPs don’t change your IP address unless for example, your router has changed and of course with some ISPs, you can for a small cost, apply for a fixed external IP address.

A device on the Internet that is told to point to your external IP address obviously won't be able to do that if your external IP address is constantly changing.

To get around this problem, we recommend using a DDNS (Dynamic Domain Name Server) service. Most modern routers have an option to set up DDNS and using such will advise any devices wanting to connect to a server that sits behind a variable external IP address to always be accessible.

As of the beginning of 2019 and where possible, we're updating customers' CCTV recorder firmware which allows users to take advantage of the Hikvision DDNS server. Once set up, your CCTV will always be accessible from your mobile phone for example, even if you change your ISP.

IMPORTANT: Firmware to include the new Hikvision service has only been written for newer CCTV recorders. If your system cannot be upgraded, you'll have to consider replacing your recorder.

A FINAL NOTE: We simply cannot assume any responsibility for changes to your Internet connection such as your external IP address. These things are just out of our control. We can only try to help as best we can.

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And while we provide this page as a 'first port-of-call', Security Solutions UK offers 24-hour emergency call-out, so in the unlikely event that your system does encounter a problem, you can always just call us. We'll try our best to resolve your issue over the phone but if required, we'll organise someone to come out to you within four hours, whatever the time of day or night.

24-HOUR EMERGENCY
CALL-OUT NUMBER:
08456 732873