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Technical Support

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


Assistenza clienti per prodotti B2B e Home

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

  1. Riempire il modulo web
  2. Inviare una email all’indirizzo [email protected] per le richieste nel Regno Unito o  all’indirizzo [email protected] per le richieste in Europa
  3. Regno Unito, Francia, Germania, Italia, Spagna, Olanda: Telefonare al Numero Verde 00800 801 08022 o Altri paesi: +31 (0)13 5792 790

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.

Centro servizi Hanwha Techwin

Theseusstraat 11, 5047RH Tilburg, The Netherlands


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.

FAQs

This post is also available in: Inglese, Francese, Tedesco, Russo, Spagnolo, Portoghese, Portogallo, Ceco, Polacco, Svedese, Turco

  • 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
    FAQ Firmware Screenshot 1

    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

    FAQ Firmware Screenshot 2

  • 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.

    IE Security Settings

  • How do I reset my DVR / NVR password?

    In order to request reset instructions we must receive an e-mail from the CCTV installer / distributor requesting reset instructions for the particular model number of recorder you have.

    The e-mail must be sent to [email protected] and the e-mail must include company name, address & logo, so we can confirm who you are.

    Please note these instructions will not be provided directly to the End User of the product.

  • 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

    description about VGA image output

    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

    description about Auto button

    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

    description about current time

    current time

    description about scheduled recording 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

    메뉴 꾸밈 이미지 Menu

    녹화설정 꾸밈 이미지 Record Setting

    음성녹음 ON 꾸밈 이미지 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

    description about No recording/No image /Event recording No recording/No image /Event recording

    description about Normal recording Normal recording

    description about Scheduled 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

    description about The REC button does not work when in scheduled recording

    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

    description about Copy Search Copy Search

    description about Full 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

    description about Copy

    description about Copy(When the backup device is connected, it appears on the list)

    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

    description about CD or DVD should be formatted first

    CD or DVD should be formatted first.

  • When using a USB stick

    For the following products: SVR-1650, SVR-1640, SVR-950

    description about Copy can be done without formatting1

    description about Copy can be done without formatting2

    Copy can be done without formatting.

  • How to check all HDDs

    For the following products: SVR-1650, SVR-1640, SVR-950

    description about menu Menu

    description about System Setting System Setting

    description about Hdd HDD

    description about All 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

    description about menu menu

    description about System Setting System Setting

    description about System System

    description about Remote Drive QUAD setting 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

    description about Samsung Electronics Samsung Electronics

    description about Panasonic Panasonic

    description about Pelco Pelco

    description about Speed Dome Speed Dome

    description about SRX 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

    USB Copy Copy to USB

    CD Copy 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

    http://www.samsungtechwin.com/product_data/file_data/faq/eng/ptz2.jpg System Setting

    description about System System

    description about Next page HDD Next page ‘HDD’

    description about Next page PASSWORD Next page ‘PASSWORD’

    description about Next page TIME Next page ‘TIME’

    description about Next page PTZ 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

    description about SCC-3100A system controller

    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

    description about Controllable cameras Samsung Electronics Samsung Electronics

    description about Controllable cameras Panasonic Panasonic

    description about Controllable cameras Pelco Pelco

    description about Controllable cameras Speed Dome Speed Dome

    description about Controllable cameras SRX 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

    description about Set the DVR and remote control IDs identically

    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!!)

    Before - ns.standalone4ch.com,After - ns.bestddns.com

    [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
    Genserial Program Downloaddescription about Genserial Program
    2.After you finished the registration, you have to use a changed domain name to connect your dvr in the viewer like below.