Help with your security system.

1. 1

   Open Playback

   Choose the relevant camera and recording date.

2. 2

   Find the time

   Use the timeline to locate the event. If nothing appears, confirm the camera, date and recording filter.

3. 3

   Play the footage

   Play the section first and confirm it is the correct camera and time period.

4. 4

   Save and check a copy

   If your version offers a clip or download option, select the period to save. Wait until it finishes, then open the exported file and check playback.

Show screen example

Manufacturer illustration, not a screenshot of your system. Controls vary by app version, equipment and permissions.

Using an older DMSS layout?

These earlier screen examples show similar controls in different positions. They are reference images, not the next steps in the sequence above.

Show screen examples

Earlier DMSS interface examples. Match the instructions to the version on your phone.

1. 1

   Sign in to DMSS

   Sign in with your own credentials and keep recovery codes private. Your recorder login may be different from your DMSS account.

2. 2

   Select your system

   Find the recorder or device in Home or the device list. If it is missing, check which account is signed in before attempting to add it again.

3. 3

   Open a camera

   Select a camera and confirm the image is live. Audio, zoom and movement controls are available only where the equipment and your permissions allow them.

Show screen examples

Manufacturer illustration, not a screenshot of your system. Controls vary by app version, equipment and permissions.

1. 1

   Ask them to create an account

   Ask the person to install DMSS and create their own account, then confirm the recipient details.

2. 2

   Open Device Sharing

   For a device that supports account sharing, open Device Sharing and enter the recipient’s account. If sharing is unavailable, ask for help instead of giving out the administrator password.

3. 3

   Choose their permissions

   Select only the required cameras and optional permissions. Some sharing arrangements include live view that cannot be switched off. Check the recipient and full permission list before confirming, and ask us if the access is broader than intended.

4. 4

   Check their access

   Have the recipient open their account and accept any invitation. Check the intended functions together, and review or revoke sharing when their access is no longer needed.

Show screen example

Manufacturer illustration, not a screenshot of your system. Controls vary by app version, equipment and permissions.

1. 1

   Allow phone notifications

   Allow DMSS notifications in your phone settings. Also check Focus, Do Not Disturb and battery restrictions.

2. 2

   Check the device’s alert settings

   Confirm the relevant device alerts are enabled and that the phone and security system are online.

3. 3

   Test a configured event

   Safely test a configured event, then check the notification and Event or Message list in DMSS. Confirm the associated recording separately in Playback.

Show screen example

Manufacturer illustration, not a screenshot of your system. Controls vary by app version, equipment and permissions.

1. 1

   Sign in

   Sign in with an authorised recorder account without sharing administrator credentials.

2. 2

   Open Playback

   In the NVR NEXT example shown, go to Applications, open Playback and choose General Video. Other interfaces may use different menu names.

3. 3

   Choose the camera and day

   Select the date and camera from the available lists. A channel is a camera input.

4. 4

   Select a recorded time

   Choose a recorded period on the timeline. Review any recording-type filter if expected footage is hidden.

5. 5

   Play and confirm

   Confirm the camera and timestamp. If footage is missing, note the gap and review storage warnings before making changes.

Show screen examples

Dahua NVR NEXT interface examples. Availability and menus depend on the recorder and installed software.

1. 1

   Find the recording first

   Play the footage and note the camera and the start and finish times to export.

2. 2

   Connect suitable USB storage

   Use a supported USB storage device. Do not format it if it contains files you need to keep.

3. 3

   Use the export or backup control

   Open Backup or Export and select the camera, time range, USB destination and supported format. Controls differ by recorder and firmware; ask for help if the export option is unclear.

4. 4

   Check the saved file

   Wait for the export to finish before removing the USB. Test the saved file on a suitable device; some formats need specific playback software. Store the original export securely.

1. 1

   Compare with the recorder

   If a monitor is connected to the recorder, check live video and recent playback there. Local recording may continue without remote viewing, but confirm this by playing a saved clip.

2. 2

   Check the connection

   Check internet access at the property and on your phone. Confirm the DMSS account and note whether the fault occurs on Wi-Fi, mobile data or both.

3. 3

   Check authorised access

   If the system is absent from DMSS, check the signed-in account and sharing permissions. Do not try to fix this by deleting or re-registering equipment, sharing administrator logins or opening router ports.

4. 4

   Tell us what changed

   Tell us whether local live view and playback work, which phones are affected and any recent changes. Leave network and recorder settings unchanged until the fault has been assessed.

1. 1

   Check what is affected

   See whether one camera or every camera is offline. Compare with the recorder’s connected screen if available.

2. 2

   Look at accessible connections

   Check visible power indicators and cable connections without opening equipment or climbing to cameras.

3. 3

   Contact us if it stays offline

   Tell us which devices are affected. Leave network settings unchanged until the cause has been assessed.

1. 1

   Check the search

   Confirm the selected camera, date, time and recording-type filter.

2. 2

   Check available history

   Look for storage warnings and whether the footage is older than the recordings still available.

3. 3

   Preserve what is available

   Do not format the drive, reset the recorder or clear logs. Keep any remaining relevant footage and contact us promptly. Recovery depends on the cause and storage condition and may not be possible.

1. 1

   Check your phone

   Allow DMSS notifications and review Focus, Do Not Disturb and battery restrictions.

2. 2

   Check your system

   Confirm the relevant device alerts are enabled and that your phone and property have internet access.

3. 3

   Test and report

   Test a configured event safely. If notifications still fail, contact us with your phone type, app version and affected device.

Use the official account-recovery process or contact West Protect. DMSS and the recorder may use separate credentials.

We may need to confirm ownership or authority. Keep recovery codes private and get advice before resetting equipment.

1. 1

   Secure the account

   From a device you trust, change the affected password. Review shared users and use any supported option to end unfamiliar sessions.

2. 2

   Check recovery details

   Review account recovery information and your email account. Keep relevant notices and screenshots.

3. 3

   Get the right support

   Contact us for technical support with access to your CCTV system. For specialist cyber security advice, assessment or support, contact an IT specialist and use the Australian Cyber Security Centre guidance below.

1. 1

   Read the status

   Note any fault, tamper or low-battery message and the device named. Do not dismiss a recurring warning without finding the cause.

2. 2

   Arrange the test

   Follow your system's test instructions. Tell other users first and arrange any required test period with your professional monitoring provider before triggering devices. Do not test a panic button without the appropriate arrangements.

3. 3

   Check the agreed functions

   Check the arming modes, relevant sensors, sirens and notifications included in your operating instructions. An app alert does not confirm that a monitoring provider received it or that anyone responded.

4. 4

   Arrange maintenance

   Report failed checks or battery warnings. Use only specified replacement batteries where user replacement is permitted. Leave control panels, mains connections and specialist servicing to appropriate personnel.

1. 1

   Compare answering points

   Check whether a call reaches the indoor station, phone or neither. Note whether video and two-way speech work. Keep the entrance attended during testing.

2. 2

   Check phone settings

   For mobile answering, check the phone's connection, notification permissions and the authorised account. A working indoor station does not prove remote answering is connected.

3. 3

   Report release faults

   If the call works but the door or gate does not release, record the symptoms and ask for support. Do not bridge terminals, bypass locks or alter power supplies. Stop testing if movement or locking is unsafe.

1. 1

   Confirm who may make changes

   Use the authorised administrator and the process agreed for the property. For shared premises, confirm who has authority before changing another person’s access.

2. 2

   Remove access that is no longer needed

   Use supported controls to revoke a lost credential or a departing user's permissions. If you cannot do this, contact support with the affected user or credential identifier. Do not send passwords or access codes.

3. 3

   Review and test permissions

   Check required doors, times and any temporary access. Test agreed changes with authorised users while preserving safe exit. Keep a record of the change and who approved it.