Most CCTV issues are diagnosable without an engineer call-out. Here's a step-by-step guide to fixing the most common business CCTV problems.
📷 Camera Offline — Diagnosis Steps
| Symptom | Check | Fix |
|---|---|---|
| Camera shows 'offline' in app | PoE switch port status | Cycle the PoE port |
| Camera shows black/grey screen | Camera power light | Check power at camera |
| All cameras offline | NVR status | Restart NVR |
| One camera offline, others fine | Network cable / PoE | Replace cable, test PoE port |
| Intermittent camera dropout | Cable run length / quality | Test with known-good cable |
💾 NVR Not Recording — Common Causes
- Hard drive full: Most NVRs overwrite oldest footage automatically, but if overwrite is disabled, recording stops when the drive fills. Check NVR storage settings.
- Hard drive failure: Hard drives in NVRs have a shorter life than PC drives due to 24/7 operation. SMART status check via NVR menu.
- Recording schedule misconfigured: Check the recording schedule isn't set to only record on specific hours or days.
- Overwrite disabled: Enable 'overwrite when full' in the storage settings.
🎯 Motion Detection Not Triggering
- Check the motion detection sensitivity setting — often set too low to catch slow movement.
- Verify the detection zone covers the area of interest — most cameras have zone-masking to ignore irrelevant areas (trees, roads).
- In bright sunlight, adjust the sensitivity threshold — backlit conditions cause false negatives.
- Confirm recording mode is set to 'motion detection' not 'schedule only'.
📱 Remote Access Not Working
Remote access to CCTV requires your NVR to be reachable from the internet. If the app is showing 'offline' or failing to connect:
- Check your router is correctly forwarding ports to the NVR (typically 8000, 8080, 554 for RTSP).
- Confirm your internet connection is working at the premises.
- If using Hik-Connect or DMSS cloud relay: check the device is registered and the cloud service isn't experiencing issues.
- Static IP vs dynamic: if your ISP changes your IP address (dynamic), the app loses connection. Use a DDNS service or static IP.
🔧 When to Call an Engineer
DIY diagnosis is appropriate for: software/configuration issues, replacing a failed hard drive, adjusting camera angles. Call an engineer for: physical damage to cameras or cabling, water ingress into camera housings, NVR hardware failure, or any issue involving working at height.
Telexico provides CCTV maintenance and emergency support contracts for businesses across the Midlands.
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