Remote viewing requires the recorder to be connected to your router and online before the app can reach it. Set up and confirm the recorder locally first.

If it does not connect: confirm the recorder itself is online, check the Ethernet cable, and verify the saved device username and password before changing any router settings.

The fastest test is to determine whether the failure follows the camera, the installed cable or the recorder port.

No recording appears? Confirm the recorder date and time, the channel's recording schedule, and the hard-drive status. Older footage may have been overwritten as the drive filled.

A router or provider change usually affects the recorder's network connection—not the camera-to-recorder connections.

Managed business networks, VLANs, firewalls and static-address installations may require the network administrator or CCTV Security Pros Technical Support.

First identify which credential is failing: the recorder administrator password, the app-account password, or the recorder password saved inside the app or computer software.

Complete the first setup directly at the recorder. A laptop normally does not replace the monitor required for the initial local setup.

If the recorder is powered on but the monitor is blank, verify the monitor input, HDMI/VGA connection and display compatibility before troubleshooting cameras.

Do not change a channel from plug-and-play to manual addressing unless the camera and recorder instructions require it. Third-party compatibility can depend on protocol, resolution, firmware, credentials and feature support.

Local video confirms that the camera-to-recorder path is working. Focus on the connection from the recorder to the router and from the app to the recorder.

If the recorder is online but external access still fails, a managed firewall, VLAN, DNS restriction or other network policy may need review by the network administrator or Technical Support.

For most standard router installations, DHCP is the safest starting point because the router supplies compatible network information automatically.

Static IP caution: use a fixed address only when required and coordinated with the network administrator or support. An incorrect or duplicate static address can disable network and remote access.

Configure the event at the recorder first, then enable notification delivery in the app and the phone's operating-system settings.

When supported, person and vehicle classification usually produces more useful alerts than basic pixel-change motion. Final results still depend on scene, camera placement, lighting, sensitivity and schedule.

Avoid distributing the main administrator password. Separate users make it easier to limit privileges and revoke access without disrupting the primary account.

The available controls depend on the camera. A fixed-lens camera cannot perform optical zoom or pan and tilt simply because digital controls appear in the software.

If a feature is absent, unavailable or does not respond, verify camera-to-recorder compatibility and model capability before changing protocols or firmware.

For an important incident, preserve the original recorder and exported file, keep an additional copy, and document the camera and time range.

An incorrect recorder clock can make playback difficult to find and can place the wrong timestamp on new recordings. Correct the recorder itself before changing the app or individual camera clocks.

A PoE camera receives power and network data through a compatible Ethernet connection. The problem may be the camera, cable, connector, PoE port, external switch or available PoE power budget.

This message usually means the recorder is already associated with an app account. It is an account-ownership issue, not a camera failure.

Compatibility involves more than whether both products are called IP cameras or support ONVIF. Basic video may work while audio, smart detection, PTZ, configuration or plug-and-play features do not.

For the most predictable operation and feature support, use cameras and recorders confirmed as compatible within the SureVision product line. ONVIF can improve interoperability, but it does not guarantee every feature.

A recorder alarm can indicate storage, camera, network, power, temperature or system-status problems. Repeated restarting can also indicate a failing power supply, hard drive or recorder component.

Firmware is model- and hardware-version-specific. An incorrect file or interrupted update can make a recorder or camera unusable, so updates should solve a documented issue or provide a required supported feature.

A license plate camera should be aimed at a defined vehicle lane or capture point. A wide overview is useful for context, but the plate must occupy enough of the image and stay within the camera's specified distance and angle limits.

Do not finalize mounting based only on a parked-vehicle test. Headlights, reflective plates, speed, rain, lane angle and nighttime exposure can change the result.

Yes. CCTV Security Pros offers access to professional on-site security camera installation through our third-party installation network. Customers who need help mounting cameras, routing cable or completing the physical installation can request service through the CCTV Security Pros InstallerNet page.

How support is divided: the third-party installer handles the approved on-site installation work, while CCTV Security Pros continues to support equipment selection, compatible system configuration and technical product questions.