:Internal Only/Password Reset FAQ
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
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Solution
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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) |