FAQ

Pre Installation

Our prices are fixed, so the cost of your installation will really depend on the amount of cameras you require and the type of system.

Free Online quotation here : https://www.cctvaware.com/system-builder

No, unlike other companies and products – our systems do not need a fixed IP address, thus saving you at least £5 per month from your internet provider. We use the Hikvision DDNS solution to ensure your CCTV is always reachable from your mobile device, regardless of IP changes.

For the use of Standard Definition (SD) streaming a 0.5mb service is sufficient.

For High Definition (HD) or streaming of multiple cameras at once, we would recommend anything above 2mb.

In either scenario, we always recommend using VirginMedia Fibre Optic to provide you with the best experience possible.

We’ll arrive at your home at an agreed time, usually at 8am for morning installations or 4pm for afternoon installations. If we’re held up for any reason, we’ll call you immediately.

If you require us to use unmarked vans please let us know and we’ll do our best to accommodate.

The first thing we’ll do at your home is plan the cable routing. This usually takes between 15 and 20 minutes and if it’s possible, we’d like you to be there to give us your approval.

We always do our best to hide cables and make sure the job is neat and tidy, in fact, we take great pride in it.

Up to 6 camera systems can usually be installed within a day, however larger 8+ camera systems will take two days.

If you’re having your system networked, we’ll need access to the password for your router. We don’t save these details so you do not need to worry.

We always carry dust sheets and are more than happy to remove outdoor shoes or clothing before entering your home.

All of our systems are capable of this, however this is also depending on your internet connection / router location. We will always install so that remote viewing is enabled by default.

Once we’ve completed your installation, we’ll give you a full demonstration of it’s capabilities and provide you with a complete and comprehensive set of instructions that are written in plain English.

You’re more than welcome to call us at any time after your installation should you require any assistance whatsoever.

If your system is networked, with your permission, we can change any settings you want updating remotely. You may need to provide us with access details.

There will be a small row of infrared lights around or beside the lens of the camera that cast light which is invisible to the human eye. Without this, your camera would not be able to see in the dark.

We’re really sorry about that, why not call us for free on 0800 772 0822.

Post Installation

The engineer will setup your mobile phone and devices for you on the day of installation, however if you wish to setup additional devices, or you change your device the settings will need to be reapplied using the method below.

  1. Download the app to your device, search for ‘Hik-Connect’ from your app store.
  2. Open the app. On Android devices the app will assume permissions, however on Apple devices you will need to ‘Allow’ when the app asks you for permissions.
  3. Locate the Login option from the app.
  4. Enter the details provided to you by the engineer (usually via SMS) then press the Login button (at the bottom)
  5. If all details entered are correct, you should see your property name at the top, followed by screenshots of your camera(s) below.
Hik-Connect Login Page

The engineer will setup your mobile phone and devices for you on the day of installation, however if you wish to setup additional devices, or you change your device the settings will need to be reapplied using the method below.

  1. Download the app to your device, search for ‘iVMS-4500’ from your app store.
  2. Open the app. On Android devices the app will assume permissions, however on Apple devices you will need to ‘Allow’ when the app asks you for permissions. Then select your region by pressing the pencil icon then click next.
  3. Press the menu button at the top left, it is the circle with lines running horizontally.
  4. Tap on the ‘Devices’ option
  5. Click on the + a the top right, then select ‘Manual Entry’
  6. Enter the details provided to you by the engineer (usually via SMS) then press the Save icon (top right)
  7. If all details entered are correct, the ‘Camera No’ should change, then you will be presented with ‘Start Live View’ at the bottom. Tap this to view your CCTV.
iVMS-4500 Menu
iVMS-4500 Devices
iVMS-4500 Devices Entry

This is normal. It is more apparent on the analogue systems than the digital.

This is simply the cameras working at night and trying to provide you with the best picture possible with the infrared lights.

Unless we have installed a purpose built night vision camera such as the Hikvision Darkfighter range, then your CCTV camera will not deliver the very same HD quality image during the evening than it does during the day. Especially when it is pitch black outside.

This probably means that the camera has switched over to night vision mode.

Each camera has a sensor that detects light, once this light source drops to a certain level the camera will flick over to night vision mode and become black and white. This is to ensure that the camera can provide the most optimum image quality in the dark.

Sometimes, only one camera may switch onto night vision mode at a time. For example, if you have a 4 camera system and one of the cameras is located in a shaded area, this will become black and white first, whilst the other still remain in colour. After a short period of time however, the remaining colours will also turn black and white so that night vision can see in the dark.

Your DVR / NVR would have been installed using the latest firmware at the point of installation, if however you wish to update to the latest version then please see the links below.

Place the file on a USB stick, then place the USB stick into your DVR. Then go into the maintenance menu and select upgrade via USB. Select the file that matches your DVR, then press Upgrade and follow the on screen instructions.

Use caution when updating your firmware, as an incorrectly flashed file can render your DVR / NVR useless.

Recorder
Latest firmware for Hikvision Analogue DVR : Click Here
Latest firmware for Hikvision Digital NVR : Click Here

We’re really sorry about that, why not call us for free on 0800 772 0822.

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