Support

 

FAQ - CCTV

- I cant view the app on my phone or the system says its offline 

There is a variety of reasons that this error can occur. Firstly, the system will still be on and recording (providing power has not been turned off). The system will be connected to the internet via a power line adaptor or Wifi dongle.

 

If power line adaptor check all 3 green lights are on. If not turn off your router, turn off the power line adaptor then turn off the main DVR/NVR unit. Then switch all back on again. Wait for 2-3 minuets then refresh the app by

swiping down. Your system should now be back online. 

If Wifi dongle, turn off your router and the main DVR/NVR. Turn both back on again and wait for 

2-3 minuets. Open up the app and swipe down to refresh the page and your system should now be back online. 

If you are still having issues please submit a support ticket by following instructions at the bottom of the page. 

- I have signed out of the Hik-Connect app and cant get back in

Open up the app and tap on "More" at the bottom right. Tap on "log out" or "log out of visitors mode".  You should now see the login screen. If you registered your account with a mobile phone number or email address then this should already be populated in the correct field and you will be required to enter your password then press login. If you have forgotten your password, tap on the blue " forgot my password" link and follow the simple instructions to reset.

- I'm not getting notifications

Firstly, check your app is the latest version from either the App Store. Open the app and tap on the cog at the right side of your system. This will bring up the system settings page. Tap on notifications and make sure that the "notifications" tab is turned on and the notification schedule is turned off (unless you have set this up). Confirm within your own phones settings that it is allowing notifications. If this still has not solved the issue then reset your main DVR/NVR by turning it off, waiting 30 seconds and turning it back on again.

- How do I setup Hik-Connect on my new phone

Visit the App Store and download Hik-Connect. Open up the app and select your region as "UK". Accept terms and conditions and you will then be taken to the log in screen. When registering your system you would have provided either a mobile phone number or email address. Use this as your username and type in the password you will have set. If you have forgotten your password then please tap on "forgot my password" in blue and follow the onscreen instructions. 

- How to change the time on my device

The time on your device should change automatically but if not please submit a support ticket below.

- I can't find Hik-Connect on the Google play store

Visit - http://appstore.hikvision.com or type in "Hikvision App Store" into Google

FAQ - Intruder Alarms

- I cant sign into my alarm system through the app

The most common cause for this is that your password or passcode is incorrect. Check and try again. Also make sure that your internet is connected and working correctly. 

- I have signed out of the Hik-Connect/Pro Control+ app and cant get back in

Open up the app and tap on "More" at the bottom right. Tap on "log out" or "log out of visitors mode".  You should now see the login screen. If you registered your account with a mobile phone number or email address then this should already be populated in the correct field and you will be required to enter your password then press login. If you have forgotten your password, tap on the blue " forgot my password" link and follow the simple instructions to reset.

- I'm not getting notifications?

Firstly, check your app is the latest version from either the App Store. Tap on notifications and make sure that the "notifications" tab is turned on. Confirm within your own phones settings that it is allowing notifications. 

- How do I setup Hik-Connect on my new phone

Visit the App Store and download Hik-Connect. Open up the app and select your region as "UK". Accept terms and conditions and you will then be taken to the log in screen. When registering your system you would have provided either a mobile phone number or email address. Use this as your username and type in the password you will have set. If you have forgotten your password then please tap on "forgot my password" in blue and follow the onscreen instructions. 

- My system wont set

Check all doors and windows are closed and you are in the correct entry/exit route as explained when the system was installed. If any contacts are open the system will not set.

- I have a yellow alert light on the panel 

Type in your user code twice to reset. If a fault is still present it will need a call out. 

- My system says it needs to be restored

Type in your user code or reset code to restore the system back to noramly. If a fault is still present it will need a call out. 

For further support please visit our YouTube channel. If you are still having issues please submit a support ticket

YouTube Support Channel - Visit our channel on YouTube to view upto date videos on your security systems 

Support email - support@completesecurity.zendesk.com 

Our support email is now a ticketed system. Once we have receive your email you will get a reply with a ticket number. Our contracted clients will receive a response within 1 working day. For clients who do not have a contract our standard terms and conditions apply - up to 14 days.

 

Please note we are no longer able to supply technical help and support services via Telephone / Social Media / WhatsApp 

Head Office 01482 444400

80c Chanterlands Avenue, Hull, North Humberside, HU5 3TS

London Office 0800 005 1246

Unit 371, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX

©2020 Complete CCTV 

CCTV Installation Installers Security Cameras in Hull, Beverley, Barton, Cottingham, Willerby, Anlaby, West Ella, Kirk Ella, Swanland, Hessle, North Ferriby, Brough, Barrow, Scunthorpe, Lincoln, York, Harrogate, Wetherby, Leeds, Market Rasen, Driffield, Bridlington, Market Weighton, Pocklington, Selby, Malton, Tadcaster, Howden, Broughton, Goole, Hornsea, Grimsby, Cleethorpes, Winteringham, Winterton, Brigg, Immingham, South Cave, North Cave, Essex, Central London, Dartford, Chelsea, Kensington, Romford, Brentwood, Grays, Harlow, Twickenham, Slough, Watford, Hemel, UK