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Hi,

Before doing anything else, reach out to the technician to confirm a remote support session is needed and let you know when to proceed.

Once instructed by the technician, please open the link below to download the remote support tool:

Support link

Download and run the program from the link above. After launching, it will show you a 9-digit session code. THIS MUST BE DONE FROM A PC, NOT A MAC, TABLET, OR PHONE. The computer MUST be connected to your network that the system is on.

Just tell me the session code, then I can connect to your device.

FAQ

I am not able to connect to my cameras

Please reboot the NVR/DVR unplug for sixty seconds. Plug back in and wait for the reboot process. This can take up to five minutes. Check to see if the cameras are working.

If the reboot did not work, please reboot any switches connected to the system. Also, reboot your modem/router for sixty seconds. Then plug the switch and router back in and wait up to five minutes for the router/modem to reconnect to the network. Make sure you are able to get to the internet by connecting to the Wi-Fi and being able to search on Google.

If none of the solutions above worked, please contact tech support for further troubleshooting.
One or more cameras are not showing, but some are?

Try to reboot the NVR and Switch. Unplug for sixty seconds, then plug back in and wait for up to five minutes to come back on. If this did not work, please contact tech support.
I got a new phone and now my cameras don't show up?

You were given an address and user name and password at time of installation. If you do not have them anymore please contact tech support. If you do have them please watch our how to videos to learn how to input the information in the app.
My alarm keeps beeping.

The alarm is trying to let you know there is a problem. There is either a yellow triangle that you can click to acknowledge or an envelope in the top right corner. Click on one of these and acknowledge the issue. If it is a low battery, please change the battery and actuate the sensor by opening and closing. If the beep persist, please get in touch with tech support.

It could be a communication failure with the Wi-Fi or cell tower. If you recently changed your Wi-Fi password and changed your router, the Wi-Fi password will need to be updated in the security panel.
I forgot my all clear password when I have an alarm?

Please contact tech support for your password.
My key fob for your access control will not open the door?

Please go into the settings of the dashboard for the access control to make sure you gave the user the right permissions.

Please go into the settings of the dashboard for the access control to make sure you have the correct schedule for the user.