User manuals and technical help

If we installed the system, call our support line: we reset the password remotely or on site. You can also do it yourself in two ways:

• a camera with a reset button can be restored to factory settings (see below);
• for a recorder, create a reset file or QR code in the SADP tool and have the reseller confirm it. The steps are in the password reset guide (in Estonian).

New Hikvision devices have no default password. On first start the device must be activated and you set the password yourself. When a camera is plugged into the recorder’s PoE port, the recorder gives it its own password automatically.

Very old cameras and recorders may use 12345, first-generation video intercoms 888999. If you do not know the password, see the previous question.

1. Find the reset button. On most cameras it is under the memory card cover.
2. Cut power to the camera by unplugging the power or PoE cable.
3. Press and hold the button.
4. Reconnect power and keep holding the button for another 15–20 seconds.
5. Release the button.

After a reset the camera has to be activated and added to the recorder again, so only do it when there is no other way.

We use Hikvision’s Hik-Connect app and set it up on your phone during installation. If you change phones or want to give a colleague access, we help set the app up again.

Most often you are logged in to a different account than the one the devices were added to. Try adding the recorder again with its QR code: if the device is already linked, the app shows which account it belongs to. Log out and log in to that account.

If the device is linked to an account you cannot access (for example the previous owner’s), we can unlink it through Hik Partner Pro. We need a photo of the device label and access to the device on the local network.

1. On the app’s login screen tap Forgot Password.
2. Choose to reset by user name or email, or by phone number, and enter it.
3. The app sends a verification code. Enter it and tap Next.
4. Enter the new password twice and tap Submit.

If you no longer have access to the account’s email or phone, contact us.

On a computer the easiest option is the iVMS-4200 software, which shows video without add-ons. To use Chrome, download the plug-in the device offers (Download Plug-In), install it and restart the browser.

If there is no plug-in button, try:

• changing the live view protocol: Configuration → Local → Live View Parameters → Protocol, switch between TCP and UDP and save;
• for older recorders, Internet Explorer mode in Microsoft Edge: Settings → Default browser → Allow sites to be reloaded in Internet Explorer mode, add the recorder’s address to the list and restart Edge.

If it still does not work, send us the device model, firmware version and a short description.

1. Connect the camera to a PoE port on the recorder with a network cable.
2. Give the camera 1–2 minutes to start.
3. A compatible camera in factory settings is added automatically and gets the recorder’s admin password.

If the camera already has a different password, Camera Management shows Password Error. Choose Modify and enter the camera’s password, or reset the camera. If the camera does not appear, press Refresh, check the cable and make sure the port supplies power. Check compatibility first for wide-angle and PanoVu cameras.

• Firmware. An old recorder may not recognise a new camera or its features. If the camera’s and recorder’s firmware are more than three years apart, the manufacturer does not guarantee they work together. Updating the recorder’s firmware often helps.
• Resolution. Check that the recorder supports a camera with that resolution.
• Special models. Check compatibility first for TandemVu and PanoVu cameras.
• Power. The recorder’s PoE ports must supply enough power, especially for PTZ and ColorVu cameras, which draw more.

If you order the camera from us, we check all of this before quoting.

You can see it in the recorder’s menu, in the device’s web interface or in Hikvision’s SADP tool, which finds all Hikvision devices on the local network. New firmware is available by serial number in Hik Partner Pro, which requires registering a company. Our customers do not need to look for it: just ask our support team.

The update is a file called digicap.dav and it must match your device model exactly. The easiest way is through a web browser: log in to the device, open Configuration → Maintenance → Upgrade, select the file and wait for the device to restart. You can also use iVMS-4200 or HiTools.

Do not cut the power during the update. If you are not sure which file is right, let us do the update.

First check the power: is the recorder’s power supply plugged in, and is the PoE switch light on for the port the camera uses. If there is power but the device does not start, it is most likely faulty.

Report the fault to us. We find the cause and arrange the repair. A manufacturing defect during the warranty period is repaired free of charge.

1. Connect both devices to the same network and switch them on.
2. The indoor monitor first asks for an admin password, then opens the setup wizard. Choose the language.
3. If there is a router on the network, turn on DHCP. Without a router, set the IP addresses manually so that the first three numbers match and the last one differs.
4. Set the registration password. Using the same one as the admin password is easiest.
5. In the device linking view, tap the settings button on the door station row and activate it. It gets the same password as the monitor.
6. Set the door station’s network (DHCP or manual) and tap Finish.

Check the date and time of the controller or terminal. A card becomes valid from the moment it is added. If the device clock is wrong, for example in the past, the device thinks the card’s validity has not started yet. Correct the time, preferably with automatic time sync, and try again.