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Revision as of 17:01, 2 April 2019

ADT

  • ADT Online Resource

Support Process

Objective

Provide a complete instruction to ensure that all agents have clear understanding in support ADT customer. Accurately transfers the relevant information and facilitates compliance with reading and using this SOP.

Procedure

When Convergys agent receive technical support call from ADT installer or ADT customer, Convergys agent will provide basic troubleshooting to customer.

Firmware Download

Dahua-ADT device has a special firmware which different with DNA firmware. Link to download Dahua-ADT device firmware: http://linksinet.com/download.html Please be sure to confirm the model number and serial number to confirm that customer owns ADT device. When in doubt, ask Tier 2 agents to confirm before providing the download link to customer.

Call Escalation

When escalation needed, Convergys agent have two options below:

1. Follow Dahua regular escalation process.

2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936.

Products

Recorders

NVRs

Model Image Channels Manual Firmware
NVR4204-P 4 [Manual URL
]
NVR4208-8P 8 [Manual URL
]
NVR7416-16P-ADT-x(updated by 06/10/2017) 16 [Manual URL
]
NVR3204-P (updated by 06/10/2017) 4 [Manual URL
]
NVR3208-8P (updated by 06/10/2017) 8 [Manual URL
]
NVR3216-P (updated by 06/10/2017) 16 [Manual URL
]
NVR4416-16P 16 [Manual URL
]
NVR6064 (updated by 2017/10/17) 64 [Manual URL
]
NVR4XXXX-XP-4KS2-XT-Alpha [Manual URL
]
NVR7416-16P [Manual URL
]

DVRs

Model Image Channels Manual Firmware
XVR5104HS-ADT [Manual URL
]
ADT_XVR5x16HS FW upgrade [Manual URL
]
XVR5108HS-ADT [Manual URL
]
DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16) [Manual URL
]
HCVR4104/08HS-ADT-x(updated by 27/3/2017) [Manual URL
]
HCVR4116HS-ADT-x(updated by 27/3/2017) [Manual URL
]
DVR7804S-U/DVR7808S-U/DVR7816S-U [Manual URL
]
DVR5104C(updated by 13/4/2017) [Manual URL
]
DVR5108C(updated by 13/4/2017) [Manual URL
]
DVR5116C(updated by 13/4/2017) [Manual URL
]

Cameras

IP Cameras

Model Image Channels Manual Firmware
IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017) [Manual URL
]
IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017) [Manual URL
]
IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017) [Manual URL
]
IPC-HDBW4231/HFW4231/HDBW5231 FW [Manual URL
]

IP PTZ Cameras

Model Image Manual Firmware
SD32203S-HN(updated by 13/10/2017)
SD3282D-GN (updated by 13/10/2017)
SD22204T-GN (updated by 13/10/2017)

Software

Name Description Download Link
ADT VideoView (Windows)
ADT VideoView(Mac)
ConfigTool
Hard drive space calculator
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