CCTV Troubleshooting Guide

Symptom Possible cause Corrective Action

Monitor has gone into power saving mode Move the mouse or press a key on the keyboard
Monitor is turned off Press power button on monitor
Power point is switched off Check switch at power point
Local (DVR) Viewing 1. Check power cord is firmly plugged into back of monitor
Power cord is disconnected
2. Check power cord is firmly plugged into power point
Monitor is blank
Check connection of video cable at back of DVR and
Video cable is not connected to DVR
monitor
DVR has no power / Faulty Check DVR Power Has Power
Monitor is Faulty LOG A SERVICE CALL

DVR is turned off Press the power button on the DVR

Power point is switched off / faulty Check switch at power point or change points
1. Check power cord is firmly plugged into back of DVR
DVR has no power Power cord is disconnected
2. Check power cord is firmly plugged into power point
The UPS has no power See UPS Has No Power
DVR Power Supply is faulty LOG A SERVICE CALL

UPS is turned off Press & hold down the power switch on the UPS (3 seconds)
Power point is switched off / faulty Check switch at power point or change points
UPS has no power 1. Check power cord is firmly plugged into back of UPS
Power cord is disconnected
2. Check power cord is firmly plugged into power point
UPS is faulty LOG A SERVICE CALL

Power has failed This is normal during a power outage

Power point is switched off / faulty Check switch at power point or change points
UPS is making a
1. Check power cord is firmly plugged into back of UPS
beeping sound Power cord is disconnected
2. Check power cord is firmly plugged into power point
Internal batteries have failed LOG A SERVICE CALL

Video connector disconnected from DVR Check video connector is firmly plugged into rear of DVR
Camera power supply is switched off at
Check switch at power point
the power point
Power cord for camera power supply is
Check power cord is firmly plugged into power point
No video on multiple disconnected from power point
cameras Fuse has blown on power supply (Cabinet
Check main fuse on power supply, Replace if necessary
style power supply only)
You dont have permissions to view
Consult your manager
camera/s
Camera power supply is faulty LOG A SERVICE CALL

Camera video cable is loose at the video Check BNC connectors on the relevant input to the video
connector connector
Camera channel fuse has blown on power Check camera fuse on power supply, Replace if
No video on one supply (cabinet style only) necessary
camera or camera Camera is faulty LOG A SERVICE CALL
not appearing on You dont have permissions to view
Consult your manager
screen camera/s
If new camera, camera may not be
configured correctly on DVR or in VMS LOG A SERVICE CALL
software.

FAULT FINDING PROCESSES Page |1 Doc NO: INS11 V20140103

 Symptom Possible cause Corrective Action

Mouse or Keyboard disconnected or Check mouse/keyboard is firmly connected DVR

wrong input on KVM is selected Check KVM switch is on the correct input.
You can see the DVR
application is not Either press the RESET button (if available) on the DVR or cycle
System has frozen
responding to input or power to restart it
is frozen
The software is locked You need to login and enter a username & password

Hold down the <ALT> key and press the <TAB> key until you see
The eMap is hidden behind another
eMap not displayed, window or minimized one of these emap icons or hover mouse over the
even when I click on Windows taskbar and click the MFC icon.
the eMap button
(Freedom VMS only) There are no eMap available for your You could create eMaps yourself or talk to your CCTV
site specialist about having some installed.

Move the cursor to the bottom of the screen to display the

The DVR is on but the DVR software is minimised Windows Task Bar. If the DVR program icon can be seen, click
screen is displaying it to restore the DVR software
the Windows
Click the Windows Start button. Navigate to the DVR software
background DVR software is not running
folder under All Programs. Click the DVR program icon

Monitor is turned off Press power button on monitor

Power point is switched off Check switch at power point
Check power cord is firmly plugged into back of monitor
Public Viewing Monitor Power cord is disconnected
Check power cord is firmly plugged into power point
(PVM) is blank Video cable not connected to PVM Check connection of video cable at back of PVM
Incorrect video source selected Press the Source button on the PVM to select AV source
Monitor is faulty LOG A SERVICE CALL

Connection has been lost Reboot the DVR/s you cannot see cameras from
In multi Freedom DVR
site, I cannot view Password this DVR is using to connect
Change password to correct one.
cameras from other to remote DVR is incorrect
DVRs like I normally do
Switch is un-responsive Cycle the switch power.

You have no Internet connection

Try restarting the router at the remote site & locally
either at the remote site or locally
Cannot view cameras Network Switch or router is not
Check switch/router has power. Cycle power to switch/router
working
from an off-site DVR like DVR is off or disconnected or settings
I normally do Turn on DVR, connect DVR or check settings on DVR
have been changed on DVR
Port forward is not configured or
Configure port forwarding & firewall exceptions correctly
firewall is blocking connection

Click the menu button (up arrow icon)

Transcode playback or and select Re-start Trancode Serviceand
wait approx. 2minutes.
iPhone app not Transcode Server may have hung
displaying video If still not working restart
(Freedom Svr only) router/switch

FAULT FINDING PROCESSES Page |2 Doc NO: INS11 V20140103