FAQ's
Will I get a fault report with my repair?
Yes. You can request a report and we will send you a fault report for your customer’s perusal.
Which IVMS software must be used with what devices?
Windows 7 Laptop or PC = iVMS 4200
Apple Mac OS = iVMS 4200
Smart phone/Android/Apple/Windows mobile
https://appstore.hikvision.com/
Please find it on Hikvision app store or Apple I-store via Cell phone.
Which brands are covered by your repairs department?
Any unit purchased from Sensor Security, which is still within Warranty.
Where can I get training?
Visit our training page for training dates and topics or email training@sensorsecurity.co.za to enquire.
Where can I find Datasheets on Hikvision devices?
Please refer to the Sensor Security website to view our products and their accompanying Technical Specification datasheets for most of our products. If there is a product without a datasheet, please Contact us to upload it.
What is the Warranty on Hikvision Products?
The warranty period for Hikvision products is between 2 and 5 years (Refer to T&Cs).
What is a Warranty Void?
Any physical damage to the unit or its cabling, incorrect installation, power surge, extreme water damage and any unit/s deemed to be in an unsuitable condition by the RMA Technician.
What happens if my unit is “Out of Warranty”?
There is an assessment fee payable and we will have a look at the costs involved to repair your unit. Should your unit be “Beyond Economical Repair”, we can quote you on a new or refurbished unit depending on stock availability.
Where can I find Datasheets on Hikvision devices?
Please feel free to contact the Sensor Repairs Department by mailing kabelo@sensorsecurity.co.za or kashneeg@sensorsecurity.co.za or by contacting them on +27 (0) 10 072 0222
What is the default username and passwords for Hikvision units?
Username
When you plug in your device for the first time you will be required to put in a Username. Please use the following: Username: admin
Password
You will then be asked to create a Password. Please take note that your password must be 8 characters long and needs to contain both letters and numbers. It is very important that you remember the password that you have created. (See these videos for more details: https://www.youtube.com/watch?v=NPW-szdZsJc and https://www.youtube.com/watch?v=EDO_J85ezh0
IP Address
You will be asked to enter an I.P address so that you can contact the device from your PC. Please use the following:
192.168.1.64
Forgotten Passwords
Should you need to reset your password, please forward the full serial device number (found by using the SADP – IP Finder Tool -, please see attached the “how-to” manual) to techqueries@sensorsecurity.co.za
What Hard Disk Drives (HDD) is compatible with Hikvision recorders?
Click here to view HDD Compatible list for Hikvision recorders.
How to setup recordings on Hikvision NVR/DVR
Please see this link to https://www.youtube.com/watch?v=Wen02IhmqX0 . Please ensure recording type is correct motion, continues and alarm etc.
Do you do installations?
No, but we could try and refer you to an installer in your area.
How to do basic configuration on Hikvision access control
By following this link you will be able to do https://www.youtube.com/watch?v=yoaWF-47K-k on iVMS 4200.
How to calculate HDD space required
There are tools created to calculate disk space and bandwidth please see Hikvision’s website or click on this link for the latest version or copy and paste this link in your web browser: https://hitools.hikvision.com/HiToolsDesigner/#/composeSelection/storage
How to backup footage from Hikvision DVR/NVR?
Backing up data from DVR/NVR can easily be done VIA the recorder’s local interface or iVMS-4200. Automated backups can be done using Hikvision backup net software. https://www.hikvision.com/en/support/tools/hitools/cl45bc1a305792e4ff/ Please take note that backing up footage does take a lot of processing ability and should be scheduled to run at quiet times as it uses a lot of bandwidth too.
How long does a repair take?
When your warranty is valid, we endeavour to repair the unit as quickly as possible whilst still maintaining a high quality of work. If a unit needs to be swapped out, you will also receive an Invoice once the unit is ready for collection. Swop-out units will be invoiced at no cost to you. If we do not have stock of your unit, we will notify you and place your unit on back order.
How do you view Hikvision devices remotely?
Please see this link for assistance in setting up Hikvision Remote Viewing. Keep in mind that all routers differ, but the basic principle is exactly the same.
How do I get on-site assistance?
Complete the Technical Support form or email techqueries@sensorsecurity.co.za:
How can I keep track of my repair?
You can send an email to kabelo@sensorsecurity.co.za or kashneeg@sensorsecurity.co.za with your Repair Ticket Number and ask for an update, but we usually update you as things happen and before you have to ask.
How can I check my Warranty?
You can either phone your designated Sensor Sales Consultant or send them an email with the Model and Serial Numbers of the unit in question and request a Warranty Check.
How can I book my unit in for repair?
Notify your Sensor Security Sales Consultant of the problem you are experiencing with your unit. Bring your unit with its packaging and accessories (including the power supply and hard drives, in case of recorders) and a copy of the relating invoice to your nearest Sensor RMA centre or branch (note an assessment fee may apply). One of the service controllers will assist in logging a repair ticket with your details and the nature of the problem. You will be notified of the fault via email. Depending on the outcome of the assessment, your unit/s will be repaired or returned.
I bought my unit from a different Sensor Security branch, can I take it to my local Sensor branch?
Yes. An assessment fee will be charged to assess the unit if not under warranty. Please bring a copy of your Tax Invoice with you and we will gladly assist.
How do you get rid of the beeping sound when DVR/NVR starts up?
The beeping sound is caused by mainly 3 things:
1 – There is no HDD in the unit
2 – The Video format settings are incorrect must be on PAL and not on NTSC
3 – HDD is not initialised
4 – Can be switched off under the exceptions tab of the NVR/DVR
The beeping sound can be removed by following the instructions on this Youtube link or copy and paste this link in your web browser: https://www.youtube.com/watch?v=RdWSSiww5yk
How do I reset my Admin username and password on Hikvision devices?
- Reset requests are to be emailed to techqueries@sensorsecurity.co.za
- SI/Installer details must reflect on the email i.e., company e-mail signature
- SI/Installer must be registered with Sensor Security
- The device(s) must be purchased from Sensor Security
- Complete device serial, either a XML File via the SADP tool or a photo of the device serial of the login screen, reflecting the date and time on the image
- A photo of the label of the casing on each device that requires a reset must be sent
Click on Hikvision password reset procedure for more information
