Support
Hanwha Recorder Password and User Recovery Checklist
Account Recovery
Summary
Follow the four stages below to diagnose an authorised user cannot access a Hanwha recorder, Wisenet Mobile or WAVE site without losing evidence, configuration or device ownership.
Applies to
- Hanwha NVRs
- Wisenet Mobile and Hanwha WAVE users
Difficulty and time
Difficulty: Advanced
Estimated time: 25 to 60 minutes
What you will need
- The exact model and current firmware or app version
- Administrator access where authorised
- A photo or screenshot of the current status
- One controlled test case and its exact time
What this guide covers
- Preserve and reproduce the fault
- Open the correct diagnostic screen
- Correct the proven cause
- Verify and document the result
Use this page when an authorised user cannot access a Hanwha recorder, Wisenet Mobile or WAVE site. It includes the menu or screen to look for, the status that matters and a repeatable proof test.
Exact labels can differ between recorder, controller, app and firmware versions. If the named screen is not present, do not guess at destructive options; note the model and current version for support.
Before you start
Protect the current system and record a baseline before changing anything.
- Write down the exact symptom: local administrator, mobile profile or WAVE user credentials are rejected.
- Photograph the current status, error text, wiring or timeline as applicable.
- Record the last known working time and anything changed immediately before the fault.
- Do not factory-default or remove a WAVE system database before recording, licences and user ownership are assessed.
Identify the credential layer before resetting anything
Recorder, mobile app and WAVE credentials are different layers. Resetting the wrong one can create more work without restoring access.
If the required option is missing or the result does not match this guide, stop and identify the exact model before continuing.
What usually causes this
- Recorder and app credentials confused
- Administrator handover missing
- WAVE user disabled or changed
- Mobile connection profile is stale
Step 1: Preserve the current state and reproduce the fault
Begin with a repeatable baseline so you know whether a later change genuinely helped.
- Reproduce the problem once and record: local administrator, mobile profile or WAVE user credentials are rejected.
- Note whether every device or user is affected, or only one.
- Compare one working path with the failing path if a comparison exists.
- Do not factory-default or remove a WAVE system database before recording, licences and user ownership are assessed.
Step 2: Open the correct screen and inspect the evidence
The primary diagnostic location is Recorder local login > Password Reset/Recovery, or WAVE Client > System Administration > Users. Do not change anything until the displayed state is recorded.
- Open Recorder local login > Password Reset/Recovery, or WAVE Client > System Administration > Users. Menu wording can vary by model and firmware; use the nearest equivalent label.
- Identify whether the problem is the recorder local admin, Wisenet Mobile profile or WAVE server user.
- Record exact recorder/server model and software version.
- Confirm legitimate site ownership and whether another administrator account remains available.
Step 3: Correct only the cause you proved
Use the matching correction below. Make one change, save it, then repeat the same test.
- Use the model-supported local recovery procedure for recorder admin access.
- For WAVE, have an authorised administrator reset or replace the affected user credential.
- Recreate mobile connection details only after the recorder login and network path are proven.
- Document owner/admin roles and remove obsolete accounts after recovery.
Step 4: Verify, monitor and document the handover
A saved setting is not proof. Test the real outcome locally first, then test any app, cloud or client path separately.
- Sign in locally with authorised administrator access.
- Confirm recording and playback remain intact.
- Test the individual user with only intended permissions.
- Verify remote/mobile access separately and document the handover.
Controlled support test
Situation: The reported symptom was: local administrator, mobile profile or WAVE user credentials are rejected.
Solution used: The current state was recorded in Recorder local login > Password Reset/Recovery, or WAVE Client > System Administration > Users, one matching correction was made, and the same test was repeated.
Why this was chosen: This separated the proven cause from unrelated settings.
Installation notes: The final screenshot and test time were saved with the handover record.
Official reference used for this guide
Menu names differ between releases. Confirm model-specific behaviour in Hanwha Vision product documentation portal before firmware, reset, storage or security-sensitive work.
Common mistakes
- Changing several settings before repeating the original test.
- Using a factory reset, initialise or format option as an early troubleshooting step.
- Treating an app symptom as proof that the local hardware or recording has failed.
- Failing to record the model, version, exact error and test time before escalation.
- Assuming similar-looking models use identical menus or features.
Troubleshooting table
| Symptom | What to check | What to do next |
|---|---|---|
| local administrator, mobile profile or WAVE user credentials are rejected | wrong credential layer, lost administrator handover, user disabled/permission changed or mobile profile stale | Open the named diagnostic screen, record the displayed state and use the matching correction above. |
| The named menu is not visible | Different firmware, permissions or model capability | Do not substitute a destructive menu. Capture the model and version and use its official manual. |
| The change saves but the fault remains | The selected cause was not the root cause | Undo the change if appropriate, return to the baseline and compare the failing path with a working one. |
| Local test works but app or client test fails | Account, permission, cloud or remote-network path | Keep the proven local configuration and diagnose the remote path separately. |
| Problem returns later | Intermittent power, cable, storage, network or schedule condition | Record the new failure time and status; correlate it with logs, events and the last known working interval. |
When to contact support
Contact SecurityWholesalers support when no authorised administrator remains or the model-specific recovery path needs ownership verification.
Send the order number if available, exact model, firmware or app version, screenshot of Recorder local login > Password Reset/Recovery, or WAVE Client > System Administration > Users, the failure time, and the result of the local proof test.
Related support guides
- Hanwha Support Guides - Browse every guide in this support area.
- All Technical Support Guides - Return to the complete support library.
Related buying guides
- Hanwha Buying Guide - Broader Hanwha planning guide.
- NVR Buying Guide - Recorder planning guide.
Relevant product categories
- Hanwha Vision CCTV Cameras and Security Systems - Hanwha cameras and recorders.
- Hanwha NVR - Hanwha recorder category.
- Hanwha WAVE Licenses - Hanwha WAVE category.
Still stuck?
Need help choosing or setting up a system? Contact SecurityWholesalers support with your order number, product model and a clear description of the issue.
Frequently asked questions
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Where should I click first for Hanwha recorder password reset?
Start at Recorder local login > Password Reset/Recovery, or WAVE Client > System Administration > Users. Record the existing state before changing it because labels and available options can vary by model and firmware.
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What should I look for on that screen?
Look for the exact product asking for credentials, server/recorder version, available administrator users and whether local access still works.
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What must I avoid changing during the first check?
Recorder, mobile app and WAVE credentials are different layers. Resetting the wrong one can create more work without restoring access.
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How do I prove the correction worked?
Log in at the recovered layer, play a fresh recording, then verify the individual remote user has only intended rights.
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Why might my menu names look different?
Recorder, controller, camera, app and firmware releases can use different labels. Use the closest equivalent only when its function is clear; otherwise record the model and version for support.
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Should I factory-reset the device?
Not as an early step. A reset may erase users, network settings, recording configuration, licences or cloud ownership. Back up the configuration and confirm the recovery plan first.
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What should I send technical support?
Send the exact model and version, screenshot of Recorder local login > Password Reset/Recovery, or WAVE Client > System Administration > Users, exact error text, failure time, what changed before the fault and the result of the controlled local test.
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Can configuration changes recover data or events that were never recorded?
No. A correction can restore future operation, but it cannot recreate footage, alarm events or access transactions that were never stored.