End user - Support
Support for homeowners & end users
Trouble with a security system someone else installed?
If you're locked out of an NVR, just moved into a house with cameras already fitted, or can't get a system talking to your phone — you're in the right place. Here's exactly what to check, and how to get further help.
Don't factory reset or default your NVR, DVR or cameras while trying to fix this yourself. A reset can wipe your recordings and existing configuration, and often makes the password and connection issues harder to undo — not easier.
Common questions
The six things we hear most
A quick primer on each one. If it doesn't get you moving again, jump to why we recommend an installer or book direct support from us.
01I don't know the password
If it's the LTS Connect app, use "Forgot password" in the app — that resets your app login, not the recorder itself. A recorder password reset needs proof of ownership and a photo of the serial number label, and is normally handled by whoever installed the system.
02Can't see my cameras
This is usually the recorder losing network access, a camera losing power or its cable connection, or the app pointing at the wrong account. Check the physical cabling and power to the NVR/DVR first — most "black screen" cases are hardware, not the app.
03Connecting to my smartphone
You'll need the system's serial number or QR code (usually on the NVR label or in its on-screen menu) to add it to the LTS Connect app. If you can't reach that menu because you're locked out, that has to be solved first.
04Still linked to the previous owner
Cloud-bound systems need to be "unbound" from the old account before you can add them to yours. This normally requires the previous owner to release it, or the unit to be reset by an installer — it isn't something the app can do on its own.
05Camera issues
No image, poor night vision, camera showing offline, or constant dropouts almost always trace back to cabling, power supply, or a loose connector at the camera end — all things that need eyes on the physical hardware to diagnose properly.
06Trouble connecting to Wi-Fi
Our NVRs connect by network cable, not Wi-Fi — if the recorder itself won't get online, check its cable into the router or switch rather than a wireless setting. Wi-Fi issues are usually on the phone/app side: make sure your phone is on the same network as the NVR, and check your router if you're trying to pair a separate wireless camera.
Finding your details
Locate your serial number
Almost every support request starts here. The serial number tells us the exact model and age of your system, and it's how an installer or our team can confirm what they're working with.
Photograph the whole label — model number included, not just the barcode.
Two ways to find it
- The sticker underneath the unit. Every NVR, DVR and camera has a label with its model and serial number — on an NVR/DVR it's usually on the base or back panel. Take a clear, well-lit photo of the whole label. NVR model numbers start with LTN; camera models often start with CMIP.
- The on-screen system menu. Serial and model details also live under System > Info on the NVR/DVR itself. The menu layout differs between older (v4) and newer (v5) firmware, so the exact path may vary slightly.
Why we point you to an installer first
We're a trade-only wholesaler, not a retail support line
LTS Security Australia supplies CCTV and security equipment to security professionals — we don't sell or generally support systems directly to the public. Most of what goes wrong with a CCTV system is physical: a cable, a power supply, a mounting position, a router setting in your specific home. That's much faster to fix with someone on site than over the phone.
For that reason, our first recommendation is always to go back to the original installer of your system, or bring in a qualified local installer if that's not an option. They can diagnose hardware issues in person and usually resolve things in a single visit.
If you'd still like help from us
Book direct, paid remote support
If a local installer isn't an option, our team can help over the phone or via remote-viewing software. Because this is outside our normal trade support, it's a paid service and needs to be arranged in advance.
- Send a photo of the serial number label so we can confirm your model and age
- Book and pre-pay your session through LTS Mall before the call
- Have a computer ready — most sessions need remote-viewing software to connect to your system
service@LTsecurityinc.com.au
02 9135 8750
