Support

 

FREQUENTLY ASKED QUESTIONS

Please see this Hikvision Remote Viewing link to assist in setting up the remote view.
Please keep in mind that all routers differ, but the basic principle is exactly the same.

  • Username
    When you plug in your device for the first time you will be required to put in a Username. Please use the following:
    Username: Admin
  • Password
    You will then be asked to create a Password. Please take note that your password must be 8 characters long and needs to contain both letters and numbers. It is very important that you remember the password that you have created. (see document “Activate Device Now” attached for more detail)
  • I.P Address
    You will be asked to enter an I.P address so that you can contact the device from your PC. Please use the following:
    192.168.1.64
  • Forgotten Passwords
    Should you need to reset your password, please forward the full serial device number (found by using the SADP – IP Finder Tool -, please see attached the “how-to” manual) to manda@sensorsecurity.co.za

 

  • Reset requests are to be emailed to Manda@sensorsecurity.co.za
  • SI/Installer details must reflect on the mail i.e. company e-mail signature
  • SI/Installer must be registered with Sensor Security
  • The device(s) must be purchased from Sensor Security
  • Complete device serial, either an XML File via the SADP tool or a photo of the device serial of the login screen, reflecting the date and time on the image
  • A photo of the label of the casing on each device that requires a reset must be sent

Click on Hikvision password reset procedure for further information.

Windows 7 Laptop or PC = IVMS 4200
IVMS 4200 User Manual

Apple Mac OS = IVMS 4200
IVMS 4200 User Manual

Smart phone/Android/Apple/Windows mobile.
IVMS 4500 Android
Please find it on Play store or apple I store via Cell phone.

The beeping sound is caused by mainly 3 things:

1 – There is no HDD in the unit
2 – The Video format settings are incorrect must be on PAL and not on NTSC
3 – HDD is not initialized
4 – Can be forced off under exceptions tab of NVR/DVR

The beeping sound can be removed by following the instructions on this Youtube link or copy and paste this link in your web browser: https://www.youtube.com/watch?v=cIZFOXTa5Vg  

Backing up data from DVR/NVR can easily be done using Hikvision backup net software. Please take note that backing up footage does take a lot of processing ability and should be scheduled to run at quiet times as it uses a lot of bandwidth too.

Please see this link to Quick Guide on how to setup the recording on a Hikvision recorder . Please ensure recoding type is correct motion, continues and alarm etc.

By following this link, you will be able to do Hikvision Access Control-Basic Configuration on iVMS 4200.

There are tools created to calculate disk space and bandwidth please see Hikvision’s website or click on this link for the latest version or copy and paste this link in your web browser:  https://www.hikvision.com/en/Support/Downloads/Tools# and download Hikvision Tools (V1.2.1.2)

Please refer to the Sensor website https://www.sensorsecurity.co.za to view our products and their accompanying Technical Specification datasheets for most of our products. If there is a product without a datasheet, please Contact us to upload it.

Three years from date of invoice.

Notify your Sensor Sales Consultant of your problem with your unit. Bring your unit with its packaging and all of the accessories (including your power supply and hard drives in the case of recorders) and a copy of your invoice to our premises. A Repair Technician will assist you in filling in a form with your details and the nature of the problem. You can leave your unit/s with us and you will be notified of the fault via email and depending on the fault it will be repaired or returned to you.

Any unit purchased from Sensor Security, which is still within Warranty.

You can either phone your designated Sensor Sales Consultant or send them an email with the Model and Serial Numbers of the unit in question and request a Warranty Check.

There is an assessment fee payable where we will do an assessment of your unit to determine the repair cost, and send a quotation. Should your unit be “Beyond Economical Repair”, we can quote you on a new or refurbished unit depending on stock availability.

Any physical damage to the unit or its cabling, incorrect installation, power surge, extreme water damage and any unit/s deemed to be in an unsuitable condition by the RMA Manager.

When your warranty is valid, we endeavour to repair the units as quickly as possible whilst still maintaining a high quality of work. If a unit needs to be swapped out, we will create a Sales Order as if you were placing an order with us. You will also receive an Invoice once the unit is ready for collection. Swop-out units will be invoiced at no cost to you. If we do not have stock of your unit, we will notify you and place your unit on back order.

Inform your Sensor Sales Consultant of your intention to return a unit and the reason for the return. Once the unit is returned, it will be checked by the Repairs Department for damage and/or installation marks. If the unit is new and in a sellable condition, a 15% handling fee will be charged and the difference will be credited to your Sensor account. If the unit cannot be sold as “New”, the unit will be returned to you.

The unit can be brought in to Sensor (provided it was bought from Sensor). We will check with Bosch if the unit is still under Warranty. We will arrange with the local Bosch Service centre to replace the faulty unit. We will notify you once your replacement unit has been shipped from Holland and when it arrives. Please Note: This process can take approximately 6-8 weeks.

If the warranty query comes back “Out of Warranty”, we will request a Warranty Expiry Date. We will also ask for Pricing from Bosch for repair of the unit. We will inform you of the pricing, and only after your approval, have the unit repaired.

Please Note: Your unit cannot be released unless payment was received. This process can take 4-6 weeks.

No. Bosch units are ordered in directly from Holland and on request. Should you decide to no longer take the unit, we have to charge a Handling Fee. If it is an item that cannot be resold to another client, you will be required to keep the unit.

Yes. Bring a copy of your Tax Invoice with you and we will gladly assist.

Yes. You can request a Report and we will send you a Fault Report for your customer’s perusal.

You can send an email to sita@sensorsecurity.co.za with your Repair Ticket Number and ask for an update (although we usually update you as things happen and before you have to ask).

Please feel free to contact the Sensor Repairs Department at sita@sensorsecurity.co.za or telephonically on:

086-173-6787

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