Supporto Tecnico

Benvenuti nell’area di supporto tecnico. Per consentirci di fornire un adeguato supporto tecnico in tempi rapidi, Vi preghiamo di contattare il reparto corretto.

Portale Clienti Zendesk

Invia le tue domande al nostro Portale Clienti Zendesk. Puoi utilizzare questa piattaforma per aprire i ticket di supporto, aggiornarne uno esistente o utilizzare la nostra knowledge base in continuo aggiornamento sui prodotti e soluzioni Hanwha, incluse la nostra sezione FAQ.

In alternativa, puoi rivolgerti ai contatti di seguito.

Assistenza clienti per prodotti B2B

Per ottenere assistenza si prega di contattarci usando una delle seguenti opzioni:

Inviare una email all’indirizzo eucctv.help@hanwha.com per le richieste nel Regno Unito
Telephone:
Francia: +33 1 76 28 43 66
Germania: +49 32 213 335936
Italia: +39 02 8732 5016
Spagna: +34 91 123 50 70
Regno Unito: +44 1372 235663
Altre Nazioni: +49 32 213 335936

Per richieste di RMA e Spare Part:

Indirizzo: Hanwha Techwin Service Centre, Samsung WEDC, Theseusstraat 11-29, 5047 RH, Tilburg, Netherlands
Telephone: +31 13 5792 790
E-mail: htesecurity@hanwha.com

Per richieste riguardanti i prodotti Home, contattare htesecurity@hanwha.com

Orari di apertura
I nostri uffici sono aperti dal lunedì al venerdì dalle 9.00 alle 17.00 (Regno Unito) e dalle 9.00 alle 17.00 (Europa continentale). Siamo chiusi il sabato e la domenica. Si prega di notare che i nostri orari di apertura potrebbero essere soggetti a cambiamenti in occasione di festività locali. Per mantenere e migliorare la qualità del nostro servizio potremmo monitorare e/o registrare le telefonate. I costi della chiamata possono variare – per maggiori informazioni si prega di rivolgersi al proprio gestore telefonico.

Istruzioni di Reset
Per ottenere le istruzioni di reset di un particolare modello di videoregistratore è necessario che la richiesta pervenga da parte del proprio installatore / distributore di prodotti CCTV. Assicurarsi di specificare nell’email il nome, l’indirizzo e il logo dell’azienda per permetterci di identificare con certezza il richiedente – Si prega di notare che queste informazioni non verranno fornite direttamente all’Utente Finale del prodotto.

Prodotti Samsung Electronics
Attraverso questo portale, è possibile ricevere assistenza unicamente sui prodotti di VideoSorveglianza Professionale B2B e SmartHome CCTV. Per qualsiasi altro prodotto Samsung (ad esempio smartPhone, tablet, elettrodomestici, stampanti, etc) potete contattare il servizio di assistenza di Samsung Electronics Italia al nr 0330 726 7864 o consultare il sito http://www.samsung.com/it/info/contactus.html.

What is the default IP address and Password of my Samsung IP camera?
The default IP address of Samsung IP camera is: http://192.168.1.100

The Default Password is: 4321
How can I play recordings from an SD card locally on my computer?
You can play recordings stored on an SD card from a Samsung camera / encoder directly on your PC.

Recordings made using the local storage function on the SD card are stored in “ch00imgYYYY_mm_DDAVI“

In order to play them locally on your PC you will need the Samsung SD card player tool which you can download from the Hanwha Techwin Europe website:

http://hanwhasecurity.bonddemo.com/online-tools/
I cannot record image onto SD memory card?
Check the LOCK switch on the SD card and change it to the unlock position
How do I upgrade the firmware on my camera?
Step 1: Download the latest firmware for your camera at: www.samsung-security.eu

Note: Please ensure that the PC used is connected via wired cable and not through wireless

Step 2: Open your web browser and enter the IP address of your camera into the address bar and press Enter. The default username is admin and the default password is : 4321

Step 3: Click on the Setup Tab and System on the left side then choose Upgrade/Reboot

Step 4: Click on Browse, select the downloaded firmware file and click Send
IE security settings for DVR
1. Go to the Security table, and click on the “Trusted sites”, then click the “Sites” button.
2. Input your camera’s IP into the “Add this website to the zone”;
3. Cancel the check bot of the “Require server verification (https:) for all sites in this zone”;
4. Press the “Add” button;
5. Save it and refresh the IE.
How to uninstall SSM software completely from my PC/Server?
1 Go to Start –> Control Panel –> Add and Remove Program and Uninstall SSM.

2 Clear the Registry

a) After the restart go to Start –> Run –> and Type REGEDIT to run the Registry Editor

b) Access to Path as follow :
- 32 bit PC : HKEY_LOCAL_MACHINE> SOFTWARE>Microsoft > Windows > CurrentVersion > Uninstall
- 64 bit PC : HKEY_LOCAL_MACHINE> SOFTWARE> Wow6432Node > Microsoft > Windows >CurrentVersion > Uninstall
c) Search for the following folders. And if they exist, delete them.
- {2B3D4159-C2D9-4213-9563-85F2AD9F7424}
- {2A3D4159-C2D9-4213-9563-85F2AD9F7424}
- {26CD3C5F-E1B7-4223-849D-BOEED34E9DB7}
The image on the screen is dim
Check if the lens is stained.

If dirty, clean the lens with a soft, clean cloth.
The image on the screen flickers
Is the camera directly facing sun or fluorescent lighting?

If so, change the camera position.

Check that the DC/VIDEO selected switch at the rear of the camera is set to a proper position according to the type of your auto IRIS lens.
Bright white dots appear on the right side of the screen at night
It occurs when the power lamp on the front panel of the camera reflects against the glassy surface of the optional outer cover.

Change the camera position.
The contrast on the screen is too weak
Adjust the contrast feature of the monitor.

If the Camera is exposed under too strong light, change the camera position.
Nothing appears on the screen
Check the power cord and line connection between the camera and monitor are made properly.

Color Camera
Check that the DC/VIDEO selection switch on the rear of the camera is set to a proper
position according to the type of your auto IRIS lens.

B/W Camera
Check that the VIDEO/DSC selection switch on the rear of the camera is set to a proper
position according to the type of your lens.
It is difficult to connect the cable between the lens and camera
Fit the lens onto the mounting screw of the camera and turn the lens clockwise until it completely stops at the end.

Then, turn it counterclockwise to the desired position.

It allows the rotation angle to be a maximum 340˚ if dismounting is not required.
The picture flickers or blurs
Check the connection cable and adjust the color and contrast controls.
The picture does not appear on the monitor screen
Check the connection of the power cord
The buttons on the front part are not working
Check if the remote switch of the front part is on.It may be in off remote mode.

There is no monitor output screen

Check the voltage selector for the right position( 110V or 220V ).

Unplug the power cord and check the fuses for disconnection.

In all initial processes, check the LED lights to check the NTSC/PAL setting.

Check all cables connected to output terminals.

The playback screen does not appear.(Multiplexer)
Check that the PB input level of the selected video is 1.0 Vp-p, and input the impedance select setting and confirm the PB mode setting.
I'm getting continuous V-Loss alarm
Check that the input level of selected video is 1.0 Vp-p, and input the impedance select setting.
There are noise bars in the picture during playback
Adjust the tracking control.
The VCR power is on, but the unit does not operate
The safety devices are operating. Press the reset button on the panel using a suitable implement.
I'm getting a clear camera picture during recording, but during playback, the picture is not clear
This may occur when the recorder has been used for a long period of time.

During this time, a deposit of oxide has built up on the video heads which must now be cleaned.

Cleaning of the heads requires expertise.

Please contact your dealer.
The power is not ON
For the following products : SVR-1650, SVR-1640, SVR-950

Check that the power cable is properly connected.
The screen is blank
For the following products: SVR-1650, SVR-1640, SVR-950

Check that the camera’s video output terminal is connected to the monitor.
The image is not clear
For the following products: SVR-1650, SVR-1640, SVR-950

VGA image output

1.Check that the camera is properly focused

2.Check that the VGA image output is selected
The screen button is not working
For the following products: SVR-1650, SVR-1640, SVR-950

Auto button

In the auto scan mode, other buttons are not working. Press the AUTO button to cancel the function
Image recording
For the following products: SVR-1650, SVR-1640, SVR-950

current time

scheduled recording time

Scheduled recording is not finished.

Set correctly the current time and the scheduled recording time.
No voice is played
For the following products: SVR-1650, SVR-1640, SVR-950

Menu

Record Setting

Voice Recording ON

1.Set it by selecting Menu→Record Setting→Voice Recording→ON or check the volume of the output device.

2.The voice is played only with a single screen mode on CH1 – CH4. No voice is output in the fast play or multi screen mode.
Record screen display
For the following products: SVR-1650, SVR-1640, SVR-950

No recording/No image /Event recording

Normal recording

Scheduled recording

Record screen display

The recording status display ([NNNN]) on the screen differs according to the recording status. When not in recording, “0” appears; when there is no image, “-“ appears.
N (Normal recording), S (Scheduled recording), E (Event recording: motion detection/lost images/sensor)
The Record button is not working
For the following products: SVR-1650, SVR-1640, SVR-950

The REC button does not work when in scheduled recording.
Copied CD/DVD search on PC
For the following products: SVR-1650, SVR-1640, SVR-950

Copy Search

Full Search

After uting the DVR Viewer, search by using Copy Search or File Search.
Backup device display
For the following products: SVR-1650, SVR-1640, SVR-950

Copy→Copy (When the backup device is connected, it appears on the list)→If it appears on the list but the CD is not detected (not inserted), the lower-level copy menu is not displayed.
When using CD-RW/DVD-RW
For the following products: SVR-1650, SVR-1640, SVR-950

CD or DVD should be formatted first.
When using a USB stick
For the following products: SVR-1650, SVR-1640, SVR-950

Copy can be done without formatting.
How to check all HDDs
For the following products: SVR-1650, SVR-1640, SVR-950

Menu

System Setting

HDD

ALL

Set it by selecting Menu→System Setting→HDD→HDD→ALL (HDD1→ALL).
Recording is not done
For the following products: SVR-1650, SVR-1640, SVR-950

If the life of HDD is up or bad sectors occur, recording is not possible. The HDD should be replaced.
The network speed is down
For the following products: SVR-1650, SVR-1640, SVR-950

menu

System Setting

System

Remote Drive :QUAD setting

Change the setting by selecting Menu→System Setting→System→Remote Drive Mode.
Controllable number of DVRs
For the following products: SVR-1650, SVR-1640, SVR-950

Samsung Electronics

Panasonic

Pelco

Speed Dome

SRX

A maximum of 5 DVRs can be controlled in simultaneous connection.
Backup and play are not done
For the following products: SVR-1650, SVR-1640, SVR-950

Copy to USB

Copy to CD

Check whether images are being copied.
Recommended computer specifications
For the following products: SVR-1650, SVR-1640, SVR-950

CPU: Pentium IV 3.0GHz or higher (Hyper Threading recommended)

Memory 512MB, Video Card 128MB, HDD 120GB or higher

Windows 2000, Monitor with resolution 1024×768 or higher (1280×1024 recommended)
The PTZ setting menu does not appear
For the following products: SVR-1650, SVR-1640, SVR-950

System Setting

System

Next page ‘HDD’

Next page ‘PASSWORD’

Next page ‘TIME’

Next page ‘PTZ’

System Setting→System→(Click the triangle on the right) Next page→PTZ
Usable controller besides DVR
For the following products: SVR-1650, SVR-1640, SVR-950

SCC-3100A system controller
RS-485/422 is not controlled
For the following products: SVR-1650, SVR-1640, SVR-950

The TERM 1 switch controls PORT A and TERM2 switch controls PORT B.

Nos 1 & 2: ON → RS-485 MODE, OFF → RS-422 MODE

Nos 3 & 4: ON → Terminal Setting, OFF → Terminal Clear
Controllable cameras
For the following products: SVR-1650, SVR-1640, SVR-950

Samsung Electronics

Panasonic

Pelco

Speed Dome

SRX

Samsung Techwin: Speed Dome (SPD-2200, 2300, 2500, 3000, 3300), SRX-100B
Pelco (D Protocol Speed Dome), Panasonic (WV-CS854), Samsung Electronics (SCC-641/643)
Remote Control - It’s not working
For the following products: SVR-1650, SVR-1640, SVR-950

Check whether the batteries are depleted and replace them if necessary.

Operate the remote control by correctly aiming it at the remote control receiver.
Remote Control - Other DVR is working
For the following products: SVR-1650, SVR-1640, SVR-950

Set the DVR and remote control IDs identically.
Remote Control - identically
For the following products: SVR-1650, SVR-1640, SVR-950

Number of controllable units
A maximum of 16 units (ID changed)
How to change DDNS server in SVR-440
[A way to configure the DVR]

1.Select : Network&Serial Setup Menu , NETWORK Menu

[Select submenu and press ENT button]

[Change the domain name]

2. Move the cursor on the ‘DDNS SERVER DOMAIN ADDRESS’ and press ‘ENT’ button

3. Change the Domain Name from ‘ns.standalone4ch.com’to ‘ns.bestddns.com‘
and save it.( Notice : Only lowercase letters are allowed!!)

[DDNS registration server]
1.Move on the DDNS registration server and register the domain name to be used before after joining as a member.: You can refer to the SVR-440 manual from page 45 through 50. (SVR-440 Manual view)
- – Mac Address : Push the FAST button(▶▶) three times after booting and you’ll see Mac.
- – Registration No. : Execute the Dynamic IP authentication program and get the authentication number.※DDNS server : http://bestddns.com
2.After you finished the registration, you have to use a changed domain name to connect your dvr in the viewer like below.