3. I can’t access my CCTV remotely via my smartphone, tablet, PC or laptop

DON’T PANIC, your system should still be recording footage to your hard drive as it was originally configured to (as long as it is switched on).

Below are the most common reasons why our customers lose remote access to their CCTV systems and how to resolve them.

• You have not renewed your maintenance agreement with us, please contact us to renew this
• The device that you are using to view the CCTV does not have a good internet connection. Please try playing any youtube video to prove you have a good connection.
• The router/network that the system is connected to is no longer providing a live internet connection. Please try playing any youtube video on a device that is connected to the same router/network as the DVR/NVR.
• A change of broadband router (usually the case if you change ISP (internet service provider) or upgrade your internet package). If this is the case you may need your broadband router re-networked by your IT company or ourselves (subject to a charge) to allow remote access into your DVR/NVR again. If you would like to do this yourself, please visit this article for guidance
• The system is down powered. One way to check this is to see if you can view your cameras on a monitor which is directly connected into the NVR/DVR. The screen should automatically show the CCTV menu screen or the camera images (NOTE: you may need to switch to the correct source on your monitor/TV – either a HDMI source or VGA). If your system is off, you will need to turn your system back on then enter the password. If you have had a power cut the DVR/NVR will need turning back on, unless it is a hikvision DVR/NVR (these should power back up automatically). There may be a rocker switch at the rear of the DVR/NVR.
• The cable connecting the broadband router to the DVR/NVR has been unplugged, please check the connections at both ends. We also recommend disconnecting the ethernet cables at both the DVR/NVR end, and the router end, then plugging them back in (ensuring you hear the click when you plug it back in which indicates a good connection).
• If your DVR/NVR is not located near to your broadband router, you may be using a pair of powerline adapters (TP Link) to connect your DVR/NVR to your broadband router through your mains electricity. If so, check that both of these devices (see picture) are switched on (at the socket) and are powered up (showing at least 3 x green LED status lights). If they are not showing at least 3 x green LED status lights please down power both of them by unplugging them from the wall socket (there will be one near the DVR/NVR and one near the router), then wait 30 seconds before plugging them both back in. It does not matter what order you unplug these or plug these back in.

• Please ensure the TP link powerline adapters are plugged directly into a wall power socket and not a power extension lead.

• Most TP-LINK powerline adapters we install have three LED lights which all need to be illuminated:
  Top light – indicates power
  Second light – indicates a powerline connection
  Third light – indicates an ethernet connection

  • If the reset button on your broadband router has been pressed, this will close the ports in the router, you may then need your broadband router re-networked by your IT company or ourselves (subject to a charge) to allow remote access into your DVR/NVR again. If you would like to do this yourself, please visit this article for guidance. 

• If you still cannot access your CCTV remotely as normal please follow the steps below until it starts working again.

  • Restart your smartphone then launch the app again.
  • [RESIDENTIAL CUSTOMERS ONLY] Power cycle your broadband router (switch it off or unplug it from the mains power socket, wait 30 seconds, then power it back on, then wait 10 minutes until an internet connection is established)
  • [FOR CUSTOMERS WITH A NETWORK SWITCH/HUB] Power cycle the network switch/hub that the DVR/NVR is connected to then wait 10 minutes. 
  • ENSURE YOU DO NOT PRESS THE RESET BUTTON ON YOUR ROUTER AS THIS MAY FACTORY DEFAULT YOUR BROADBAND ROUTER.
  • Reboot your DVR/NVR. On Hikvision systems you will need to click the ‘power off’ or ‘shutdown’ button from the menu then select ‘reboot’, then wait for the system to reboot before entering your user password. Please see this article if the DVR/NVR is not accepting your password.
  • Check the required ports are still open in your router by using this website on a device which is connected to the same router/network as your DVR/NVR https://www.yougetsignal.com/tools/open-ports/ . If you have a Hikvision DVR/NVR the default ports that should show open are 80, 8000, 554 and 443. You could be using none-default ports that can be checked in the ‘network’ menu of the system. See the ‘NAT’ tab. If you have a different brand of CCTV recorder you will be able to find the default ports for your DVR/NVR in the user manual or you will have to check in the network menu of the recorder. If one of the ports is showing closed, it will need opening and forwarding to the internal IP address of the DVR/NVR (see this article more details).
  • Try temporarily changing the IP/Domain in your app from your DDNS address (eg. mes123.dvrdns.org) to your external IP address which can be found by clicking this link (on a device which is connected to the same router/network as your DVR/NVR), then click ‘start live view’ in the app. Remember to test this when you are not connected to the same router/network as the DVR/NVR). If this works then it will only work for a limited amount of time. You will need to send us your external IP address straight away so we can connect in and update your system before your address changes. Once we have done this you will be able to change the IP/domain back to your DDNS address. – Please see FAQ 7 for an explanation of a DDNS address.