Client information management for Hikvision training HCSA Registration Form

Sensor NRB leaflet Sensor Calculator for Dealers

Hikvision Best Sellers Product Guide: Best Sellers Product Guide 2020 Q2-compressed Hikvision High-End Surveillance Product Guide: High-End Surveillance Product Guide 2020 Q2-compressed Hikvision Intercom & Access Control Product Guide: Access Control & Alarms Product Guide 2020 Q2-compressed

Important Hikvision product support information

Hikvision YouTube Support Links IP Camera Ports Waterproof Installation Guide Hikvision Terminology

Application documents

Account and Credit Application Credit Policy Terms and Conditions Surety and Indemity

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 iVMS-4200 V2 User Manual iVMS-4200 V3 User Manual Apple Mac OS = iVMS 4200 iVMS-4200 User Manual Smart phone/Android/Apple/Windows mobile Hik-connect or mobile phone 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?

You can get training at Hikvision's head office, at one of our branches, at our customer's site or over Webex.

Where can I find Datasheets on Hikvision devices?

Please refer to the Sensor Security website https://www.sensorsecurity.co.za 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 must I do if I want to return a newly purchased unit (other than Bosch)?

Inform your Sensor Sales Consultant of your intention to return a unit and the reason for the return. Once the unit is returned, it will be checked by the Repairs Department for damage and/or installation marks. If the unit is new and in a sellable condition but outside the day return period a 15% handling fee will be charged and the difference will be credited to your Sensor account. If the unit cannot be sold as "New", the unit will be returned to you.

What is the Warranty on Hikvision Products?

Three years from date of invoice.

What is the process for a Bosch repair?

The unit can be brought in to Sensor (provided it was bought from Sensor). We will check with Bosch if the unit is still under Warranty. We will arrange with the local Bosch Service centre to replace the faulty unit. We will notify you once your replacement unit has been shipped from Holland and when it arrives. Please note: This process can take approximately 6-8 weeks.

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: How to Activate Hikvision Device with SADP Tool and Web Browser and How to active and modify a Hikvision IP camera using SADP tool software ) I.P 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 support.sa@hikvision.com

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 if my Bosch unit is no longer under Warranty?

If the warranty query comes back "Out of Warranty", we will request a Warranty Expiry Date. We will ask for pricing from Bosch for repair of the unit. We will inform you of the pricing, and only after your approval, have the unit repaired. Please note: Your unit cannot be released unless payment was received. This process can take 4-6 weeks.

What Hard Disk Drives (HDD) is compatible with Hikvision recorders?

Click here to view HDD Compatible list for Hikvision recorders .

What happens if my unit is "Out of Warranty"?

There is an assessment fee payable and wee 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.

If I have any other RMA questions

Please feel free to contact the Sensor Repairs Department by mailing jalize@sensorsecurity.co.za or kashneeg@sensorsecurity.co.za or contacting them on +27 (0) 10 072 0222

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. Please bring a copy of your Tax Invoice with you and we will gladly assist.

How to setup recordings on Hikvision NVR/DVR

Please see this link to How to setup video recording on NVR GUI 4.0 . Please ensure recoding type is correct motion, continues and alarm etc.

How to do basic configuration on Hikvision access control

By following this link, you will be able to do Hikvision Access Control-Basic Configuration 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://tools.hikvision.com/calculatorTool/index.html#/

How to backup footage from Hikvision DVR/NVR?

Backing up data from DVR/NVR can easily be done using Hikvision backup net software. 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 not 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 to assist in setting up Hikvision Remove View to remove view. Please keep in mind that all routers differ, but the basic principle is exactly the same.

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 initialized 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 support.sa@hikvision.com 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

How do I get on-site assistance?

Contact Sensor support through the details provided below. An appropriate date and time will be scheduled where we meet the customer on-site. We could support on commissioning or fault diagnosis on equipment bought directly from Sensor. Please note that this is a chargeable service which will be quoted prior to arrival on-site.

How can I keep track of my repair?

You can send an email to jalize@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 Sales Consultant of your problem with your unit. Bring your unit with its packaging and all of the accessories (including your power supply and hard drives in the case of recorders) and a copy of your invoice to our Repairs Centre based at Tarsus Distribution Warehouse, Waterfall Commercial District, 1 Ruacana Street Buccleuch, Sandton. One of the service controllers will assist you in logging a repair ticket with your details and the nature of the problem. You can leave your unit/s with us and you will be notified of the fault via email and depending on the fault it will be repaired or returned to you.

Do you do installations?

No, but we could try and refer you to an installer in your area.

Can I return a new Bosch unit that I no longer want or need?

No. Bosch units are ordered in directly from Holland and on request. Should you decide to no longer take the unit, we have to charge a handling fee. If it is an item that cannot be resold to another customer, you will be required to keep the unit.

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