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Customer support
Customer support
Support: cameras, Ajax security and apps
Camera not showing a picture, app not loading or Ajax hub offline? Here are the steps you can check yourself in a few minutes. If that doesn't help, request a service visit – we'll help.
Quick check
Four things to check first
Most problems are related to power or the internet. These checks take a few minutes.
1
Power
Check that the indicators on the recorder (NVR/DVR), router and PoE switch are lit and that no fuse has tripped.
2
Internet
Open any website on the same Wi-Fi network. If the internet isn't working, remote viewing from your phone won't be available.
3
Restart
Unplug the router for 30 seconds. Once the internet is back, unplug the recorder for 30 seconds as well.
4
App
Update the app to the latest version, check your phone's internet connection and log in to the app again.
Questions
Common problems and what to do
One camera shows a black screen or is offline
If the other cameras work, the problem is usually in that camera's cable, connection or power supply (for example, the PoE port). Don't try to open the camera or climb up to it – request a service visit and we will find the fault.
All cameras are offline
Most likely the recorder or PoE switch has no power or the network connection is broken. Check the power supply and indicators and restart the recorder. If the cameras don't appear after the restart, request a service visit.
The picture works at home but not in the app from outside
Usually the internet or the router is to blame: a replaced router, a new internet provider or changed settings. Restart the router. If you recently changed the router or internet provider, remote access needs to be set up again – request a service visit.
Can't find a recording, or recordings are not being saved
The recorder stores recordings on a hard disk and overwrites the oldest ones when the disk is full. If the recording you need isn't there, it may already have been overwritten, the disk may be faulty, or recording was switched off. The disk (HDD) section of the recorder menu shows its status. If you see an error or “unformatted”, request a service visit and don't format the disk yourself if it may still contain recordings you need.
The Ajax hub is offline
In the Ajax app, check which communication channels are active for the hub (Ethernet, mobile data or Wi-Fi – depending on the model). Check that the router is working and that the SIM card has an active plan. The hub has a backup battery, so a short power cut does not switch the system off. If the hub is still offline, request a service visit.
The Ajax app shows a low sensor battery
Ajax wireless devices run on batteries that last several years. When the app shows a low level, the battery needs replacing – its type is given in the device's user manual. If you'd rather not do it yourself, we will replace it during a service visit.
How to give a specialist access for a remote check
For an Ajax system, access can be granted in the app by inviting an installer or company (Ajax PRO). We can check a video surveillance system remotely if remote access is set up. If you don't know how to do this, call us – we'll talk you through it on the phone.
I forgot the app or recorder password
The app password can usually be reset in the app itself using “Forgot password”. Resetting the recorder's admin password requires the manufacturer's procedure – contact us and we will help you do it safely.
Didn't find an answer?Write or call – we will answer your question.
Apps
Apps we work with
Download them from the App Store or Google Play. We set up the connection and user access during installation.
Ajax Security System
Control of the Ajax alarm system, notifications and user access.
Hik-Connect
Viewing Hikvision cameras and recorders from your phone.
DMSS
Viewing Dahua cameras and recorders from your phone.
EZView
Viewing Uniview cameras and recorders from your phone.
Important
When to call straight away
- Smoke, a smell or overheating at the equipment – if it is safe to do so, switch off the power and call.
- A damaged or torn-off cable, a fallen or damaged camera.
- Frequent false alarms in the security system.
- The system has been without power or internet for a long time.
Do not repair electrical wiring or equipment at height yourself.
Camera monitoring
Find out about a fault before an incident
With camera monitoring you are alerted straight away when a camera, recorder or the internet stops working – not when the recording is already needed. From €20 per month.
Request service or repair
Describe the problem and we will contact you to arrange a remote check or a visit. Working hours: weekdays 7:00–22:00, weekends 9:00–20:00.
Request a quote
Describe the property and we will contact you to arrange a site visit or a quote.
