:Internal Only/Password Reset FAQ

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Password Reset FAQ

Purpose

This procedure provides guidance about how to troubleshoot/generate password resets

Procedure

Password reset may need to be done if the customer forgets their password, if they change the password, etc

FAQ

Look for
Solution

1.       Is the password permanently reset?

With the latest Lorex models (besides legacy/eol) the password that is provided by tech support is a temporary password. It is valid for the day it is generated for.

2.       Is the customer using it in FLIR/Lorex Secure?

The password must be used in the software/EWS and on the system itself. The password reset will not work in the FLIR/Lorex secure as they do not support temporary passwords

3.       What password generator should be used?

Depending on which platform, model, firmware version the system has there are different password generators that must be used

4.       LNK/LHA/LHB/ECO/D3000 [newer firmware] (Analog/Wireless) systems

Lorex_SuperUser_PWD, SuperUserPassword, SuperUserPassword-LOREX password generator see below

Older ECO systems use Lorex Stratus for the app, D3000 is Digi Summit, LNK/LHA/LHB use Flir/Lorex Secure (temporary password will not work)

5.       LHV/LNR/DNR/M(MPX/Multi-format) systems

Superpassword, Local device reset code password generators see below

Flir Cloud or Lorex Cloud application is used depending on the part number. Flir/Lorex Secure will also work for newer Lorex part numbers (however temporary password will not work there)

6.       Older ECO/D3000 systems (older firmware) and other systems

Use the hardcoded permanent passwords to reset the password for the customer. It’s recommended not to disclose the password.

7.       If the customer doesn’t have a monitor

Use the application (ex Flir Cloud) to reset the password or ask the customers permission to do a remote session (due to privacy and security) and reset using the EWS/Software

8.       Customer cannot see date/time on the monitor

This may occur if the customer didn’t plug in cameras. The customer will need to plug in cameras if there is no date/time displayed.

9.       Password isn’t working

Make sure correct password generator is used and you are not entering it in the Lorex/Flir Secure app. Also ensure the customer is entering it in correctly and that you have the correct device-id/date-time and the firmware version.

10.   If the customer doesn’t have a computer at the site

Ask the customer for permission to obtain and connect using the device-id and reset the password using the appropriate client software or app (if applicable)

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