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CCTV help: cameras offline, logins and footage
The most common CCTV calls are cameras showing offline in the app, login problems and saving a recording. Pick your system below.
Pick your make
The make is usually printed on the panel, keypad, recorder or motor cover. If you can't find it, call us and we'll tell you.
How it works
Your footage is recorded on the recorder on site. The app on your phone reaches it through your router and internet connection. If any of those links is down, the app shows offline, even though the cameras may still be recording.
A new router or broadband provider is the most common reason phone viewing stops. Call us and we'll reconnect it.
Keep it working
Simple checks between services catch most problems early. See how to look after your CCTV system.
Printable help sheets
Book a service or repair
Tell us what you need and when suits you. It goes straight to our office and we'll confirm the details with you.
Book a serviceCall 01635 938998Common questions
Why does my CCTV app say offline?
Usually the internet, the router or the recorder's power. A new router often stops phone viewing. Call us if checking power and internet doesn't fix it.
Are my cameras still recording if the app is offline?
Often yes, as recordings are stored on the recorder on site. We can check when we reconnect it.
How do I save a recording?
Our Hikvision and Dahua guides show how to download a clip in the app.
Can I reset the recorder myself?
Please don't. A factory reset can lose recordings and remote access. Call Fortline on 01635 938998.