After Sale Technical Support

We understand that you may have encountered some technical issues. Here is the starting point to resolve them.

First of all, it's worth reading the below FAQs for the common issues and the quick ways to resolve them.

It's because the new router's default gateway setting is blocking all the external access of your CCTV devices within the new network. You can find the ports to open from the CCTV devices, under "Network" -> "Ports" and do the necessary portfowarding on your new router.

If you need our service, we can help you to solve the issue remotely as long as you purchase the system from us. Please fill out the form below, standby a PC (windows preferred) and connect to the newly changed network. We will contact you after receiving your request.

Kindly note fees may apply.

Please check 1) whether the CCTV camera/NVR/DVR has the power 2) Whether it's still connected to the internet. Very often they are the causes. Once you have checked the above two points and still face the same issue, please fill out the form below, standby a PC (windows preferred) and connect to the newly changed network. We will contact you after receiving your request.

This service is free of charge within the warranty period.

There might be an issue with your HDD, and there might be no recording of the CCTV footage now. Please fill out the form below and we will assist you ASAP.

This service is free of charge within the warranty period.

Please check whether the door access reader still has the power, and whether there is anyother visible damage to any of the door accessories. Meanwhile, please fill out the form below and let us know your findings. We will contact you after receiving your request. Please fill out the form below and we will assist you ASAP.

This service is free of charge within the warranty period.

There is probably an issue with the door access reader, or controller, or the door access control software settings, or the power box relay. Please fill out the form below and we will assist you ASAP.

This service is free of charge within the warranty period.

Please check and confirm you are connected to the wireless access point we provide. You can do so by opening the setting on your phone and checking the SSID of your wireless network.

If it is connected to the correct wireless access point but you still don't have the signal, disconnect it, and connect to your main router/gateway, and see whether you have the live internet connection now. 

If you still don't have the internet connection after connecting to the main router/gateway directly, please call your ISP to find out the reasons; But if you do have the internet connection after connecting to the main router/gateway directly, please contact us by filling out the below form, we will contact you soon.

This service is free of charge within the warranty period.

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