A camera system is not a set-and-forget purchase. Needs change. A tenant moves out, a new staff member starts, a shed goes up, or a camera gets knocked. Having the same people who installed it available afterwards makes these moments easier.
What our support covers
Troubleshooting. If a camera drops out, footage will not play back or alerts stop arriving, we help work out why and fix it.
Configuration changes. Moving an intrusion zone, changing alert hours, adjusting recording settings or updating who receives notifications.
Upgrades. As your needs grow, we can help you move to better cameras or a larger recorder. What can be upgraded depends on your existing equipment.
Additional cameras. Want to cover a new area? We check that your recorder and network can take another camera, then install it properly.
Maintenance. Keeping the system tidy and working. Cables, mounts, storage and settings all benefit from an occasional look.
If something stops working
Start with the simple checks. They solve a surprising number of problems.
- Check power. Is the camera or recorder powered on? Has a switch or power board been turned off?
- Check the network. Is your internet working? Is the router on? A router restart can change how things connect.
- Try the app again. Close DMSS and reopen it, or check that your phone has a signal.
- Call us. If the basics do not fix it, call 1300 263 551 and tell us what you see.
When you call, it helps to know which camera is affected, when you last saw it working and anything that changed, such as a power outage or a new router. You do not need to be technical. Describe what you see and we will take it from there.
Please do not open the recorder or change network settings yourself unless we have asked you to.
Changing who can view or receive alerts
People come and go. When a family member joins or a staff member leaves, access should change with them. DMSS lets the owner share the system with others, and we can help you set that up properly. Ask us when you need to:
- Add someone who should view cameras
- Remove someone who no longer needs access
- Change who receives alerts for a particular area
- Set up a new phone or tablet
Reviewing access from time to time is sensible, especially in a business. Our DMSS mobile app page explains what the app can do.
Our approach to support
We do not make promises about response times, because we would rather be honest than quote a number we cannot always meet. What we do promise is that you will reach someone who knows your system and wants it working. Our hours are Monday to Friday 7:00am to 5:00pm AEST, and Saturday by appointment. Coverage and scheduling for attendance are confirmed when we quote.
If you want to understand how installation sets this up, read how it works. To talk about your own system, contact us.
Frequently asked questions
Can you support a system you did not install?
It depends on the equipment. Contact us with the details and we will tell you whether we can help.
Can I add cameras later?
Often, yes. We check the recorder's capacity and your network before adding anything. See NVR recording and storage for how the recorder fits in.
What if my phone alerts stop?
Check your internet connection and that DMSS notifications are enabled on your phone. If that does not help, call us.
How do I stop an old staff member viewing the cameras?
Contact us and we will help you remove their access in DMSS.