Support
How to Reset a HiLook NVR Password
Password and Account Recovery
Summary
Use this guide when a HiLook NVR password has been lost or changed and the legitimate owner needs to recover access using the normal XML reset workflow.
Applies to
- HiLook NVRs
- HiLook recorders with local monitor access
- Legitimate owner recovery and support requests
Difficulty and time
Difficulty: Moderate to advanced depending on the model and account state
Estimated time: 20 minutes to several business hours depending on the reset path
What you will need
- Recorder model number
- Full serial number
- Current date shown on the recorder if possible
- Proof of ownership or order information
- Monitor and mouse access where available
- Windows PC for SADP where relevant
What this guide covers
- What information to collect first
- Local recovery options
- Generate the XML in SADP
- Send the XML and keep the recorder alive
- Import the returned reset file
Password reset requests are one of the most security-sensitive support jobs in CCTV. There is no single universal reset path that suits every HiLook recorder, and any genuine recovery process should still protect the system from unauthorised access.
On many HiLook recorders sold in Australia, the practical support workflow is still the XML export path using SADP and dealer assistance through the legitimate seller. That means timing, the correct file type, the serial number and keeping the recorder online all matter.
This page is written for legitimate owners and installers working on legitimate owner recovery. It is not a bypass guide. If proof of ownership is needed, have it ready before requesting support.
Before you start
Gather the ownership and model information first. Support usually moves faster when the basics are ready before the reset request starts.
- Check whether the issue is the admin password, an app password, or a shared-user problem.
- Take a photo of the recorder model label and serial number.
- If the recorder is on a monitor, note the date shown on screen.
- Do not factory-reset or reinitialise the recorder unless you understand the consequences for recordings and user settings.
- If you plan to use SADP, have a Windows PC ready on the same network path as the recorder.
Password reset is a legitimate owner recovery process, not a shortcut
SecurityWholesalers may need proof of ownership, model details or order details before assisting with a password reset.
Do not follow unofficial internet reset tricks. They can waste time, put the system in a worse state, or create a security problem for the owner.
Step 1: Work out which access path is still available
Start by checking what you can still reach. The cleanest reset path often depends on whether you still have local monitor access, browser access, or a pure XML recovery job over the network.
- Test the local monitor and mouse first.
- Check whether the recorder still appears on the network.
- Confirm whether you already know any valid user credential.
- Check whether the issue is really the recorder admin password and not just the mobile app login.
Step 2: Use local recovery options where available
Some HiLook firmware versions and models offer a local forgot-password or reset prompt from the recorder login screen. If it is there, start there first.
- Look carefully for forgot-password or reset prompts on the local login screen.
- Photograph any QR code, export prompt or support file request shown.
- Do not guess passwords repeatedly and trigger a lockout.
- If the local screen does not offer the path you need, move to SADP.
Step 3: Generate the XML reset request in SADP
For many HiLook recovery jobs, SADP on a Windows PC on the same network is still the most practical workflow. The important point is to export the correct file and keep the session alive afterwards.
- Install SADP on a Windows PC connected to the same LAN.
- Let SADP discover the recorder and confirm the full serial number.
- Choose the forgotten-password or reset path.
- Export the XML file, not the CSV file.
- Do not close SADP after exporting if the workflow is waiting for a returned reset file.
Step 4: Send the XML and serial number while the recorder stays online
Once the XML is exported, email it to SecurityWholesalers with the full serial number so the file can be forwarded through the legitimate support path.
- Email the XML file and full serial number to enquiries@securitywholesalers.com.au.
- Send it early on a weekday if you want the best chance of same-day handling.
- Leave the recorder powered up, connected and unchanged while waiting.
- If power or network drops, be prepared to generate the XML again.
Step 5: Import the returned reset file and set the new password
When the reset file comes back, import it into SADP and complete the password change immediately while the same session is still alive.
- Import the returned reset XML into SADP.
- Set a new strong password and document it properly for the owner.
- Log in locally afterwards to prove the reset worked.
- Check that remote access, recording and the owner handover still make sense after the password change.
Owner needed the recorder back before the weekend
Situation: A small-business owner lost the recorder password on a Thursday afternoon and needed access back before the weekend. The recorder was still live on site.
Solution used: The recorder was discovered in SADP, the XML file was exported, the XML and full serial number were sent through the proper support path, and the returned file was imported back into the same live session.
Why this was chosen: That avoided random guesses and used the normal owner-recovery path that support can actually process.
Installation notes: The crucial detail was keeping the recorder powered and keeping SADP open while waiting for the reset file.
Most-used HiLook reset workflow on site
On many HiLook recorders, the practical recovery path is still the Hikvision-family XML workflow. The clean order is: get the recorder on the same network as the PC, open SADP, generate the XML file, send the XML and full serial number to SecurityWholesalers, then keep the recorder and SADP session alive while the reset file is returned.
Important: This relies on weekday business-hour support handling. If you need the best chance of a same-day reply, do not leave it until late afternoon.
- Use the XML file, not the CSV file.
- Send the full serial number.
- Leave the recorder powered and leave SADP open while waiting.
- If power or network drops, the XML may need to be generated again.
Video: XML / SADP reset workflow
What to send SecurityWholesalers
Email the XML file and the full serial number to enquiries@securitywholesalers.com.au. If the recorder was not purchased from SecurityWholesalers, the reset should normally go back through the original selling reseller.
- Best chance of same-day handling is usually before 2pm on a weekday.
- Only the XML export should be sent, not the CSV export.
- Include the order reference if you have it.
Common mistakes
- Treating a cloud app login problem as though it is definitely the recorder admin password.
- Exporting the CSV file instead of the XML file.
- Closing SADP or powering the recorder down while waiting for the reset response.
- Using unofficial internet reset methods.
- Sending a vague support email without model, serial or proof of ownership.
- Assuming every HiLook recorder can be reset the same way.
Troubleshooting table
| Symptom | What to check | What to do next |
|---|---|---|
| Forgot password screen not visible | Firmware path may differ, model may need the SADP XML route | Check local monitor options carefully and move to SADP or support workflow if no local recovery path exists. |
| SADP cannot see the recorder | PC on wrong network, recorder not connected, IP issue | Put the PC on the same LAN, confirm cabling, and test the recorder network path first. |
| Reset file will not import | Wrong file type, regenerated session needed, recorder disconnected | Confirm you exported XML not CSV, and confirm the recorder and SADP session were kept alive. |
| Support asked for more information | Missing serial, proof of ownership, or reset details | Gather the exact model, serial, screenshots and ownership details before retrying. |
When to contact support
Contact SecurityWholesalers support when you are the legitimate owner or installer for the legitimate owner and the XML reset path or local recovery path still needs assistance.
Send the order number if available, the exact recorder model, full serial number, the XML file, and photos or screenshots of the reset prompt where relevant.
Related support guides
- HiLook NVR Offline in HiLookVision or Hik-Connect - Useful if the issue is really account or cloud status rather than the local admin password.
- How to Add a HiLook NVR to the Mobile App - App setup guide once access has been recovered.
- How to Reset a Hikvision NVR Password - Equivalent Hikvision-family XML reset guide.
- Tech Support Guides - Browse the full support library.
Related buying guides
- HiLook Buying Guide - Broader HiLook system planning advice.
- NVR Buying Guide - Recorder sizing and feature planning guide.
Relevant product categories
- HiLook CCTV Products - HiLook cameras and recorders.
- CCTV Products - General CCTV product categories.
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
-
Can I reset a HiLook NVR password myself?
Sometimes, depending on the model, firmware and what access you still have. On many jobs the real workflow is to generate an XML file in SADP and then have the proper reset file returned through support.
-
Do all HiLook NVRs reset the same way?
No. Reset methods vary by firmware generation, device model and the account state of the recorder.
-
Can I reset a HiLook recorder without proof of ownership?
Support may need ownership information for security reasons. Password recovery should be tied to legitimate owner recovery, not casual access attempts.
-
Is SADP always required?
Not always. Some devices have local recovery options, but for many real HiLook jobs the XML workflow through SADP is still the practical path.
-
Why must I leave SADP open and the recorder powered on?
Because if the recorder or network session changes, the returned reset file may no longer match and you may need to generate the XML again.
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Will resetting the password delete my recordings?
A supported password recovery process should be planned carefully, especially if the site contains important recordings. Do not factory-reset the recorder unless you clearly understand the effect.