FAQ - CCTV Aware - CCTV Installation Essex

FAQ

Pre Installation

Unfortunately, no.

We are authorised and Certified by Hikvision UK to supply and install their products.

We are unable to provide you with an installation only service if you have purchased your own equipment as we are not insured to do so.

In addition to this, we would be unable to provide you with our comprehensive support and warranty for three years that our systems come with.

If you are considering purchasing your own equipment, please consider our guide here : Pitfalls of buying Hikvision from eBay or Amazon

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.

You can obtain a free online quotation by visiting our "Online System Builder"

You can see the differences between the systems by reading  "Our IP Systems Explained"

You can learn about our 'Fixed Prices, No Surprises' policy by reading our "Simple as 2, 3, 4"

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 just prior to your agreed installation time. If we’re held up for any reason, we’ll contact you immediately to let you know.

If you require us to use an unmarked van please let us know and we’ll do our best to accommodate (additional cost).

The first thing we’ll do at your property is identify areas of risk such as entry points, weaknesses and vulnerabilities. Then we will plan the cable routing. This usually takes between 20 and 30 minutes and if it’s possible, we’d like you to be there to give us your approval prior to us starting the installation.

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 8 camera systems can usually be installed within a day, however larger 8+ camera systems will take additional days and you would have been advised of this.

On completion of  your installation, we provide you with a tutorial on how to use the system, together with our in house 'Quick User Guide'.

Completion payment is then required prior to the installer leaving the premises, as per our Terms & Conditions.

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

If you are unable to view your CCTV on your mobile device, the problem will be related to your Internet Router (WiFi) not sending an internet connection to your CCTV Recorder (DVR / NVR). There could be several reasons why this exists, so please identify the app you are using from the list below first.

If your system was installed before January 2017, then you should be using the 'iVMS-4500' app to view your CCTV, unless you were migrated to the 'Hik-Connect' app during a CCTV Maintenance Visit. If you were using iVMS-4500 and you have reset, upgraded or changed your router then please read this : I've changed / reset / upgraded my Broadband Internet Router.

If your system was installed after January 2017, then you should be using the 'Hik-Connect' app to view your CCTV then please read on.

Troubleshooting.

To troubleshoot your problem, please try the following steps first.

  1. If the connection between the router (internet wifi) and recorder (DVR/NVR) is hard wired, then please reboot both your router and your CCTV and check again. If the problem persists, please email our support department for further assistance.
  2. If you are using the TP Link Powerline Adapters then please ensure that the adapters are displaying three green lights on them. If the adapters display two or less lights the connection will not work. This usually happens during a power surge or spike. To rectify this, you will need to turn off the TP Link Plug from the mains switch, count to five - then turn it back on. You should then see three green lights on the plugs, thus restoring the internet connection to your CCTV.
TP Link Powerline Adapters

If your CCTV system was installed after January 2017 and you are using the Hik-Connect app, this does not apply to you.

If however your system was installed prior to this and you are still using the HiDDNS (iVMS-4500) app, then this applies to you.

When the engineer would have installed your system, a particular set of 'Port Forwarding' rules would have been applied to your router. If you change, upgrade or even reset your router (broadband modem) - then these settings will become non existent, as will your ability to remote view your CCTV.

In order to resolve this, you can do one of the following:

2) You can have an engineer to do it for you remotely (£42 incl VAT) : https://www.cctvaware.com/shop/services/hikvision-dvr-port-forwarding-remote-fix
3) You can have an engineer visit and fix it for you (£102 incl VAT) : https://calendly.com/cctvaware/call-out

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 IP range.

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

Our 'High End' systems are able to provide a crystal clear image even during the night!

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.

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

Please visit our CCTV Servicing page for more information on how we update your CCTV System as part of an annual service.

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

Quick User Guides

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