You can contact us or your service vendor to find out how to get your most updated IP address.
Remote Support
We use HelpWire to provide remote assistance.
Please ensure you use a computer (desktop or laptop) to follow these instructions. Mobile devices or iPads are not supported.
Make sure you are connected to the same local network as your CCTV or door access control system. Follow these steps:
- Submit a Support Request: Begin by completing the online support request form: online support request form here.
- Download the HelpWire App: Click the support link we send via email or WhatsApp. The HelpWire app will automatically download.
- Run the Application: Open the downloaded software.
- Grant Access: When prompted, click "Grant Access" in the message box.
For Windows users, this completes the process.
Mac users, however, must grant additional permissions for "Screen Recording" and "Accessibility". Please refer to the provided screenshots for guidance.
Enable "HelpWire Wise Group Pte Ltd" in both Accessibility and Screen Recording.
That will be all. Just leave the rest of the work to us!
Error code 17 for HikVision CCTV Camera / IP Camera
If you suddenly see a "Error Code 17" when you try to watch the live view of your HikVision CCTV Camera / IP Camera system, this article is to explain what it is and how to resolve it
What is Error Code 17 for HikVision CCTV Camera / IP Camera?
Error code 17 happened when you are trying to connect the HikVision CCTV Camera / IP Camera / DVR / NVR using mobile app iVMS-4500, or computer software iVMS-4200. Most of the time, it happens suddenly. Configuration remains unchanged. You suddenly receive this error code 17.
Based on HikVision's official SDK explanation, Error Code 17 means:
NET_DVR_PARAMETER_ERROR: Parameter error. Input or output parameter in the SDK API is NULL.
Martian Language, isn't it? Here are the explanation and solution to it. Read on...
First of all, don't panic. In general, this "Error Code 17" only means the internet connection with your CCTV system is having an issue. The client, which is your mobile phone, or computer, couldn't communicate with the server, which is the IP Camera, or DVR, or NVR, due to the parameter error in the configuration. The recording is still working fine. You won't lose any important video records because of this error code.
So what has caused the error?
In a little detail, "Error Code 17" often means the IP address of your CCTV devices (IP Camera, DVR, NVR) can't be resolved correctly, for whatever possible reasons. We have provided a premium DDNS service which is used to capture your home router's real-time IP address. If there is any issue (e.g router issue, ISP's service failure, etc) disrupting the communication between the DDNS resolving and the IP refreshing from your router, you will see this error code 17.
To solve this problem, you need to instruct your CCTV system to resend your current IP address. Usually what you need to do is to restart your CCTV Camera DVR / NVR / IP Camera (shutdown / turn the power off, and turn it back on). The CCTV system will refresh your IP address, which should usually resolve the issue.
If you have restarted your CCTV DVR / NVR / IP Camera a few times, but still seeing "error code 17", please follow the instructions here to get our remote support.
Want to upgrade your CCTV system to a better resolution type of camera? Consider to install IP CCTV Camera or HD-TVI CCTV Camera for your home or office? Browse various types of IP Camera & HD-TVI CCTV Camera packages!
Life Time Support for CCTV Systems
We provide life time support for all our CCTV systems
If you are already our existing customer, you should be familiar with this service: We provide life time technical support for all our CCTV systems.
- If the installation is done by us, we will provide 2 years product warranty for the CCTV systems, and 1 year service warranty. That means within the first 2 years time, if the hardwares are not working properly, they will definitely be covered under the warranty
- Within the first year, if we need to go down to do any manual work, the service is also free of charge.
What will happen after warranty expires?
- All our CCTV system is network enabled device, it means if the CCTV system is online, and you have a computer at home, we might be able to help you remotely first - this service is free of charge. You can find out how we can give you the free remote support here.
- If the remote support really can't work, we will arrange the site troubleshooting as soon as possible. Only at this stage, the service charge will be applicable.
Any questions about our service procedure or standard? You are welcome to contact us!
Error code 17 for HikVision CCTV Camera / IP Camera - what is it and how to resolve it?
If you suddenly see a "Error Code 17" when you try to watch the live view of your HikVision CCTV Camera / IP Camera system, this article is to explain what it is and how to resolve it
What is Error Code 17 for HikVision CCTV Camera / IP Camera?
Error code 17 happened when you are trying to connect the HikVision CCTV Camera / IP Camera / DVR / NVR using mobile app iVMS-4500, or computer software iVMS-4200. Most of the time, it happens suddenly. Configuration remains unchanged. You suddenly receive this error code 17.
Based on HikVision's official SDK explanation, Error Code 17 means:
NET_DVR_PARAMETER_ERROR: Parameter error. Input or output parameter in the SDK API is NULL.
Martian Language, isn't it? Here are the explanation and solution to it. Read on...
First of all, don't panic. In general, this "Error Code 17" only means the internet connection with your CCTV system is having an issue. The client, which is your mobile phone, or computer, couldn't communicate with the server, which is the IP Camera, or DVR, or NVR, due to the parameter error in the configuration. The recording is still working fine. You won't lose any important video records because of this error code.
So what has caused the error?
In a little detail, "Error Code 17" often means the IP address of your CCTV devices (IP Camera, DVR, NVR) can't be resolved correctly, for whatever possible reasons. We have provided a premium DDNS service which is used to capture your home router's real-time IP address. If there is any issue (e.g router issue, ISP's service failure, etc) disrupting the communication between the DDNS resolving and the IP refreshing from your router, you will see this error code 17.
To solve this problem, you need to instruct your CCTV system to resend your current IP address. Usually what you need to do is to restart your CCTV Camera DVR / NVR / IP Camera (shutdown / turn the power off, and turn it back on). The CCTV system will refresh your IP address, which should usually resolve the issue.
If you have restarted your CCTV DVR / NVR / IP Camera a few times, but still seeing "error code 17", please follow the instructions here to get our remote support.
Want to upgrade your CCTV system to a better resolution type of camera? Consider to install IP CCTV Camera or HD-TVI CCTV Camera for your home or office? Browse various types of IP Camera & HD-TVI CCTV Camera packages!
Solution To "Device is Not Registered" of CCTV DVR and NVR
If you encounter the issue of "Device not registered" when you try to connect to you CCTV cameras using the mobile app ivms-4500, here is the solution to it:
1) While you are in the same network of your CCTV system, open your browser (Firefox recommended) from your computer (NOT mobile phone).
2) Type the URL address of your NVR/DVR, and login the system (if you are not sure how to do this, please refer to our remote support to get help from us)
3) Go to "Configuration" -> "Network" -> "Basic Settings" -> "TCP/IP". Make sure the DNS server is set to "8.8.8.8" and "8.8.4.4". Click "Save" when you are done. The screenshot is shown as below.
4) Go to "Configuration" -> "Network" -> "Basic Settings" -> "DDNS". Select "Asia" in Area (or Locality in some system). Select "Singapore" in Country. The screenshot is shown as below.
5) Click "Save"
The issue of "Device not registered" should be resolved by now.
If you have any difficulties, or still don't know how to do it, don't worry, please refer to our remote support to get help from us.
How to Change Password for the CCTV Security Camera?
Now you have the CCTV security cameras installed at your home, and you are able to watch the live view on your iPhone, Android phone, iPad, etc. What else you might need to do? Well, the first thing we advise: change your CCTV system password. Here are steps on how to change it. For security concerns, we might not be very specific on details. If you have any questions, please feel free to contact us, or connect with us remotely, we will be able to help you.
If you are using Hikvision DVR, NVR, IP Camera, you can refer here: how to change the password of the Hikvision DVR, NVR, IP Camera on iVMS-4500.
If you are using Dahua XVR, NVR, IP Camera, you can refer here: How to Change Password for Dahua XVR, NVR, IP Camera on iDMSS or gDMSS .
1) Login to your CCTV system via computer browser (Chrome, Firefox, or IE), or the CMS software you have installed.
2) If you log in using browser, go to "configuration" -> "System" -> "User Management", you will see user details over there.
3) Select the user you want to modify, and change the password by clicking “Modify”. Remember to click “Ok” after you have changed the password.
4) If you log in using CMS software, go to “Device Management”. Select the device in there, and click “Remote Configuration”.
5) Click “User” on the left side. Then select the user you want to modify, and change the password by clicking “Modify”. Remember to click “Save” after you have changed the password.
6) You are done! Please remember to update the password in the CMS software, and in the SafeTrolley CCTV App of your mobile devices. Here is the instruction on how to configure your app on mobile devices.
7) Last by not least. Please remember your new password.. It is a bit troublesome to reset this admin password, if you have forgotten it.
How to Change the Time of the Hikvision DVR, NVR, IP Camera
If you see the time on your Hikvision DVR, NVR or IP Camera is not accurate, you can refer to the below guide on how to correct it.
1) Use your PC, open the web browser - Chrome, Firefox, Sarafi, etc.
2) Enter the local IP Address of your Hikvision DVR, NVR or IP Camera in the address bar of the browser.
(Not sure of the local IP Address? Please use the Hikvision SADP software. Please check with your vendor if you still don't know how to do it.)
3) Login with your user name and password.
4) After login, refer to below image for the steps on how to change the time. Make sure you have selected the right time zone, and remember to click "Save" after you have changed the settings.
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support@safetrolley.com
60 Albert Street, #09-05, Singapore 189969
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