Frequently Asked Question

Basic Steps to Troubleshooting Hardware
Last Updated 3 years ago

Please physically check that

1. All Power Switches are turned on. The front panel of the DVR should be lighted up. The power light should be steady on and not be flickering on and off.
2. All cables, including network cable, are securely connected. The corresponding light on the internet router that the network cable from the DVR is plugged in to should have an indication light.
3. The internet router had not been replaced/reset to factory default/reconfigured. There are settings in the internet router that's necessary for you to access to your CCTV system from the internet.

(If you are unsure, take a photo of the front/back panel of your DVR and Internet router and send it to us)

Once you confirmed on the above checklist, do the following.
1.Switch off your DVR. The front panel light should go off.
2. Wait for about 15 secs.
3. Turn it back on.
4. Wait for about 10 mins.
5. Try to access the system again.

If you are still unable to access the system after doing the basic troubleshooting, visit from the site's internet connection and send the IP displayed to us.

We'll need these information to do the troubleshooting.

Other information

If you had change/reconfigure/reset your internet router, you'll need to reconfigure those settings back. You can refer to our guides on how to do it. Bear in mind it's a guide, you'll have to adapt it to your own individual settings if you are using different IP settings from the guides.

For more guides, you can visit our knowledgebase at

Do note that accidental switching off of power, unplugging of cables, removing the configuration that was configured in the internet router is not covered under warranty. Service charges will be imposed if onsite services determine that the issues is due to these causes.

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