We regret to inform you that the DDNS service for SHR and SPR DVR models will be permanently discontinued, effective 1st January 2021.

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Product Support

Welcome to the technical support area. Please read carefully for the correct department to contact, so that we can support you appropriately.


Zendesk Customer Portal

Please direct your queries to our Zendesk customer portal. You will need to create a customer login. Use this platform to open tickets, update an existing one or utilise our ever-growing knowledge base of Hanwha products and solutions.

Alternatively, please find your relevant contact details below.


Samsung Electronics Products
We are a completely separate company to Samsung Electronics, so are UNABLE TO SUPPORT customers with these products. For Samsung Electronics products please refer to the “Contact Us” section of the Samsung website or call 0330 726 7864

CCTV Products

For technical support, please contact via one of the below options:

  1. E-mail: [email protected]
  2. Telephone:
    France: +33 1 76 28 43 66
    Germany: +49 32 213 335936
    Italy: +39 02 8732 5016
    Spain: +34 91 123 50 70
    UK: +44 1372 235663
    All other countries: +49 32 213 335936


For RMA & Spare Part enquiries:

  1. Address: Hanwha Techwin Service Centre, Samsung WEDC, Theseusstraat 11-29, 5047 RH, Tilburg, Netherlands
  2. Telephone: +31 13 5792 790
  3. E-mail: [email protected]


For consumer enquiries, please contact [email protected]

Opening Hours
Our support team are based in the UK & this office is open Monday to Friday from 09.00 AM – 17.00 PM. We are closed on Saturdays and Sundays. Please note that our opening hours may change on public and bank holidays in Europe. To maintain and improve the quality of our service, we may monitor and/or record telephone calls. Call costs vary – please contact your provider for details.

Reset Instructions
An email from the CCTV installer / distributor is required to request reset instructions for the particular model number of your recorder. Please include the company name, address & logo in your email so we can confirm who you are – Please note these instructions will not be provided directly to the End User of the product.




This post is also available in: French, German, Italian, Russian, Spanish, Czech, Polish, Swedish, Turkish

  • What is the default IP address and Password of my IP camera?

    The default IP address of our IP cameras is:

    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:


  • 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.hanwha-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.