Support
Tech Support Guides
Technical Support
Use this section for practical setup and troubleshooting help after purchase, including apps, NVRs, intercoms, alarm paths, exports, networking and password-recovery support.
Security systems often work or fail at the small practical points: the recorder that was never truly online, the app account that belongs to the wrong person, the export that was never tested, the intercom release that clicks but does not actually unlock, or the alarm keypad that has been beeping for weeks without anyone explaining why.
This support hub is separate from the buying guides. The buying guides help customers choose cameras, recorders, intercoms, alarms and access control. The support guides help customers set those systems up, hand them over properly and troubleshoot them when something stops behaving the way it should.
The pages are written in a practical Australian supplier style. They are meant to help customers, DIY buyers and installers solve the common jobs in the right order before they send a support request.
Hikvision Support Guides
Practical setup, app, recording, export and intercom support for Hikvision systems, including HiLook intercom crossover where the platform logic is similar.
HiLook Support Guides
Step-by-step help for HiLook NVRs, mobile app setup, remote viewing, exports and owner handover.
Dahua Support Guides
Useful Dahua support content for DMSS setup, P2P issues, exports and smart detection setup.
Uniview Support Guides
Support help for Uniview EZView, EZCloud, playback, export and smart detection setup.
Akuvox Intercom Support Guides
Practical Akuvox setup and troubleshooting guides for 2-wire kits, SmartPlus users, cloud setup and door release planning.
TP-Link VIGI Support Guides
Setup and troubleshooting guides for VIGI app handover, 4G cameras, exports and remote-site issues.
AXIS Support Guides
Practical AXIS support for Camera Station, IP addressing, exports, password recovery and recorder or camera setup issues.
Hanwha Support Guides
Hanwha support guides covering Wisenet Mobile, WAVE, recorder exports, analytics setup and common network or recording faults.
Bosch Alarm Support Guides
Safe troubleshooting help for common Bosch keypad, arming and communication faults.
CCTV Networking Support
Universal troubleshooting for PoE, IP addressing, upload speed, P2P issues and cameras not being detected.
Intercom Support Guides
Cross-brand intercom help for door release faults, app ringing issues and IP versus 2-wire setup problems.
Recording, Playback and Export
Support guides for recording failures, missing playback, footage download and storage behaviour.
Hikvision Support Guides
Practical setup, app, recording, export and intercom support for Hikvision systems, including HiLook intercom crossover where the platform logic is similar.
- Hikvision and HiLook Intercom Door Release Guide: Strike, Maglock or Gate - A working intercom call path does not guarantee a working door release. Electric strikes, maglocks and gate triggers all behave differently and need to be planned as complete release circuits.
- Hikvision and HiLook Intercom Guide: Multiple Monitors and Multiple Door Stations - As soon as an intercom job grows from one entrance and one screen to several entrances, several screens or both, the design needs to become much more deliberate.
- Hikvision and HiLook Intercom Setup Guide: 1 Door Station and 1 Monitor - A one-door, one-monitor intercom sounds simple, but the system still depends on getting the cabling, call path, app ownership and lock-release wiring right in the right order.
- Hikvision NVR Not Recording Motion: Setup Checklist - If a Hikvision system shows motion boxes or smart events but still does not record the way the owner expects, the problem is usually in the event logic, schedule, storage setup or camera-to-NVR behaviour.
- Hikvision Offline in Hik-Connect: Step-by-Step Troubleshooting Guide - If your Hikvision recorder shows offline in Hik-Connect, work through the network path, cloud status and account checks in order. Most offline cases are fixable without guessing.
- How to Add a Hikvision NVR to Hik-Connect - This guide shows the cleanest order for getting a Hikvision recorder online in Hik-Connect without creating the account-binding and notification problems that lead to repeated support emails.
HiLook Support Guides
Step-by-step help for HiLook NVRs, mobile app setup, remote viewing, exports and owner handover.
- HiLook NVR Offline in HiLookVision or Hik-Connect - If your HiLook recorder shows offline in HiLookVision or Hik-Connect, work through the network path, cloud status and account checks in order. Most offline cases are fixable without guessing.
- How to Add a HiLook NVR to the Mobile App - This guide shows the cleanest order for getting a HiLook recorder online in HiLookVision or Hik-Connect without creating the account-binding and notification problems that lead to repeated support emails.
- How to Export Footage from a HiLook NVR - This guide shows the cleanest way to export footage from a HiLook recorder so the files can be checked properly and handed over with less confusion.
- How to Reset a HiLook NVR Password - HiLook password recovery depends on the model, firmware, account state and what access you still have to the recorder. On many jobs, the practical path is the XML reset workflow using SADP and a legitimate support response.
Dahua Support Guides
Useful Dahua support content for DMSS setup, P2P issues, exports and smart detection setup.
- Dahua Motion Detection vs SMD Explained - Dahua Motion Detection vs SMD Explained should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Dahua NVR Offline in DMSS: Troubleshooting Guide - If your Dahua recorder shows offline in DMSS, work through the network path, cloud status and account checks in order. Most offline cases are fixable without guessing.
- How to Add a Dahua NVR to DMSS - This guide shows the cleanest order for getting a Dahua recorder online in DMSS without creating the account-binding and notification problems that lead to repeated support emails.
- How to Export Footage from a Dahua NVR - This guide shows the cleanest way to export footage from a Dahua recorder so the files can be checked properly and handed over with less confusion.
- How to Share DMSS App Access - This guide explains the clean way to share DMSS access without giving everyone the owner login or creating avoidable device-binding problems.
Uniview Support Guides
Support help for Uniview EZView, EZCloud, playback, export and smart detection setup.
- How to Add a Uniview NVR to EZView - This guide shows the cleanest order for getting a Uniview recorder online in EZView without creating the account-binding and notification problems that lead to repeated support emails.
- How to Export Footage from a Uniview NVR - This guide shows the cleanest way to export footage from a Uniview recorder so the files can be checked properly and handed over with less confusion.
- How to Share Uniview EZView Access - This guide explains the clean way to share EZView access without giving everyone the owner login or creating avoidable device-binding problems.
- Uniview Human Body Detection Setup Guide - Uniview Human Body Detection Setup Guide should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Uniview NVR Offline in EZView: Troubleshooting Guide - If your Uniview recorder shows offline in EZView, work through the network path, cloud status and account checks in order. Most offline cases are fixable without guessing.
Akuvox Intercom Support Guides
Practical Akuvox setup and troubleshooting guides for 2-wire kits, SmartPlus users, cloud setup and door release planning.
- Akuvox 2-Wire Intercom Cabling Guide - Akuvox 2-wire is often chosen because it can reuse existing cable on retrofit jobs, but the cable path still needs to be judged properly. Not every old cable run is equal.
- Akuvox App Not Ringing on iPhone: Troubleshooting Guide - If the Akuvox app is not ringing on an iPhone, the issue is usually in phone permissions, Focus mode, the wrong account type, or the cloud path rather than in the handset speaker itself.
- Akuvox Door Release Setup: Strike, Maglock or Gate - The intercom does not unlock the door by magic. It only controls a release path that still depends on the right lock hardware, relay logic, power supply and safety design.
- Akuvox Installer Account vs User Account Explained - One of the most common Akuvox support problems is not wiring. It is account confusion. This guide explains what the installer or admin account is for, and what the end-user account is for.
- Akuvox R20A-2 and C313W-2 Setup Guide - The Akuvox R20A-2 and C313W-2 path is often used where customers want a smarter intercom and app handover without ripping every cable out. This guide explains the practical setup order for simpler home and small-site jobs.
- How to Add Akuvox Devices to the Cloud - Akuvox cloud setup is much cleaner when the installer or admin account adds the hardware first, then builds the site or residence, then creates end users.
TP-Link VIGI Support Guides
Setup and troubleshooting guides for VIGI app handover, 4G cameras, exports and remote-site issues.
- How to Add a TP-Link VIGI NVR to the VIGI App - This guide shows the cleanest order for getting a TP-Link VIGI recorder online in VIGI App without creating the account-binding and notification problems that lead to repeated support emails.
- How to Export Footage from a TP-Link VIGI NVR - This guide shows the cleanest way to export footage from a TP-Link VIGI recorder so the files can be checked properly and handed over with less confusion.
- TP-Link VIGI 4G Camera Setup Checklist - TP-Link VIGI 4G Camera Setup Checklist should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- TP-Link VIGI Camera FTP Snapshot Resolution Guide - TP-Link VIGI Camera FTP Snapshot Resolution Guide should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- TP-Link VIGI NVR Offline in the App: Troubleshooting Guide - If your TP-Link VIGI recorder shows offline in VIGI App, work through the network path, cloud status and account checks in order. Most offline cases are fixable without guessing.
AXIS Support Guides
Practical AXIS support for Camera Station, IP addressing, exports, password recovery and recorder or camera setup issues.
- AXIS Camera Not Getting an IP Address - When an AXIS camera does not get an IP address, the fault is usually DHCP, switch path, PoE, a remembered static address, or the way the camera was previously commissioned.
- AXIS Camera Station Recording Not Working - If AXIS Camera Station is showing live video but not keeping the footage you expect, the problem is usually in the archive path, recording rules, camera health or a site expectation that was never tested properly.
- How to Add an AXIS Camera to AXIS Camera Station - AXIS Camera Station is usually clean to commission when the camera IP, credentials and storage path are proven first. Most problems come from discovery assumptions, reused credentials or skipping the recording test.
- How to Export Footage from AXIS Camera Station - AXIS Camera Station export problems usually come down to the wrong camera, the wrong time range, or an export package that was never tested after it was created.
- How to Reset an AXIS Camera Password - AXIS password recovery should be handled as a legitimate owner recommissioning job, not as a shortcut. The safe path depends on what access you still have and whether the camera can be cleanly re-owned or reset.
Hanwha Support Guides
Hanwha support guides covering Wisenet Mobile, WAVE, recorder exports, analytics setup and common network or recording faults.
- Hanwha Motion Detection vs Analytics Setup - On Hanwha systems, basic motion and analytics are not interchangeable. The wrong choice often creates noisy alerts, weak evidence clips or expectations the system was never configured to meet.
- Hanwha Recorder Offline in Wisenet Mobile - If your Hanwha recorder shows offline in Wisenet Mobile, work through the network path, cloud status and account checks in order. Most offline cases are fixable without guessing.
- Hanwha Wisenet WAVE Recording Not Working - When Wisenet WAVE is not recording properly, the problem is usually archive storage, camera connectivity, licensing, schedule logic or stream health rather than one single record button.
- How to Add a Hanwha Recorder to Wisenet Mobile - This guide shows the cleanest order for getting a Hanwha recorder online in Wisenet Mobile without creating the account-binding and notification problems that lead to repeated support emails.
- How to Export Footage from a Hanwha Recorder - This guide shows the cleanest way to export footage from a Hanwha recorder so the files can be checked properly and handed over with less confusion.
Bosch Alarm Support Guides
Safe troubleshooting help for common Bosch keypad, arming and communication faults.
- Bosch Alarm Keypad Beeping: What It Means - Bosch Alarm Keypad Beeping: What It Means should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Bosch Alarm NBN or Phone Line Communication Fault - Bosch Alarm NBN or Phone Line Communication Fault should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Bosch Alarm Not Arming: Troubleshooting Guide - Bosch Alarm Not Arming: Troubleshooting Guide should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
CCTV Networking Support
Universal troubleshooting for PoE, IP addressing, upload speed, P2P issues and cameras not being detected.
- CCTV Camera Has No Image at Night - CCTV Camera Has No Image at Night should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- CCTV Camera Has No Infrared or Night Vision - CCTV Camera Has No Infrared or Night Vision should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Coax CCTV Installation Guide - A good coax CCTV install is not just about putting cameras on walls. The job is won or lost in cable routing, power design, BNC terminations, video testing, recorder setup and final proof that every channel records properly day and night.
- How Much Internet Upload Speed Does CCTV Need? - How Much Internet Upload Speed Does CCTV Need? should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- How to Find the IP Address of a CCTV Camera - How to Find the IP Address of a CCTV Camera should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- IP Camera and NVR Installation Guide - A clean IP CCTV install is a networked system job, not just a camera mounting job. The technician needs to think through PoE, switching, IP addressing, activation, recorder storage, analytics, remote access and the final handover order.
Intercom Support Guides
Cross-brand intercom help for door release faults, app ringing issues and IP versus 2-wire setup problems.
- Intercom App Not Ringing: Common Causes and Fixes - Intercom App Not Ringing: Common Causes and Fixes should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Intercom Door Release Not Working: Troubleshooting Guide - Intercom Door Release Not Working: Troubleshooting Guide should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- IP Intercom vs 2-Wire Intercom Setup Problems - IP Intercom vs 2-Wire Intercom Setup Problems should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
Recording, Playback and Export
Support guides for recording failures, missing playback, footage download and storage behaviour.
- CCTV NVR Not Recording: Complete Checklist - CCTV NVR Not Recording: Complete Checklist should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Continuous Recording vs Motion Recording for CCTV - Continuous Recording vs Motion Recording for CCTV should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- How to Download CCTV Footage for Police or Insurance - How to Download CCTV Footage for Police or Insurance should be handled methodically: confirm the local condition first, confirm the relevant settings second, then run a controlled test before changing anything more.
- Why CCTV Playback Is Missing Footage - Missing playback is usually caused by recording mode, storage retention, wrong channel or time selection, or cameras that were offline for part of the period rather than by a mysterious delete event.
Frequently asked questions
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What is the difference between buying guides and tech support guides?
Buying guides help you choose what to buy. Tech support guides help you set up, troubleshoot and maintain what you already have.
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Do these guides replace support?
No. They are designed to reduce unnecessary support delays and help you collect the right information before contacting SecurityWholesalers support.
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What should I send if I still need help?
Your order number if available, the product model, photos or screenshots of the issue, and a clear note on what you already tested.
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Are these pages only for installers?
No. They are written for end users as well, while still including enough detail to be useful for installers and site managers.
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Do the support guides cover apps and remote viewing?
Yes. There are brand sections for app setup, offline troubleshooting, sharing access and related handover tasks.