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Difference between revisions of ":ADT"
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(→Support Process) |
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===Objective=== | ===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. | 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=== | ===Procedure=== | ||
− | + | Tier 1 Concentrix agent to provide basic troubleshooting to customer. | |
+ | |||
+ | Concentrix agent who are dedicated to support ADT customer will fully support customer. | ||
+ | |||
+ | |||
===Firmware Download=== | ===Firmware Download=== | ||
Dahua-ADT device has a special firmware which different with DNA firmware. | Dahua-ADT device has a special firmware which different with DNA firmware. | ||
+ | |||
Link to download Dahua-ADT device firmware: http://linksinet.com/download.html | Link to download Dahua-ADT device firmware: http://linksinet.com/download.html | ||
+ | |||
+ | Link to firmware update procedure: http://linksinet.com/faq-fup.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. | 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. | ||
+ | |||
+ | |||
+ | ===Password reset=== | ||
+ | To reset Dahua-ADT device, technical support agent will generate code from the same generator as Dahua device. | ||
+ | |||
+ | |||
+ | ===Mobile App=== | ||
+ | ADT customer is using a customized app that will support ADT-Dahua device, the app is called '''VideoView Mobile''' for iOS and Android mobile device, and '''VideoView Mobile HD''' for iPad or Android tablet. | ||
+ | |||
+ | |||
+ | ===Client Software=== | ||
+ | |||
+ | ADT customer is using customized client software that will support ADT-Dahua device. The software is called '''ADT VideoView'''. | ||
+ | |||
+ | Download link for '''Windows''': http://linksinet.com/download/adt%20videoview_setup_171121.exe | ||
+ | |||
+ | Download link for '''MAC''': http://linksinet.com/download/ADT_VideoView_Eng_Mac_IS_V1.11.1.R.20160323.tar2.bz2 | ||
+ | |||
===Call Escalation=== | ===Call Escalation=== | ||
− | When escalation needed, | + | When escalation needed, please see below instruction: |
− | 1 | + | '''Tier 1 Concentrix agent''' |
− | + | Transfer the call to our ADT dedicated support group x73321 or refer customer to call Dahua-ADT technical support hotline (877)609-1936. | |
+ | |||
+ | '''Concentrix agent who are dedicated to support ADT customer''' | ||
+ | |||
+ | Agent will follow Dahua regular escalation process to Tier 2. | ||
==Products== | ==Products== | ||
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|- | |- | ||
|NVR3208-8P (updated by 06/10/2017) | |NVR3208-8P (updated by 06/10/2017) | ||
− | | | + | |[[File:NVR3204-P.jpg|100px]] |
|8 | |8 | ||
| | | | ||
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|- | |- | ||
|NVR3216-P (updated by 06/10/2017) | |NVR3216-P (updated by 06/10/2017) | ||
− | | | + | |[[File:NVR3204-P.jpg|100px]] |
|16 | |16 | ||
| | | | ||
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|- | |- | ||
|NVR4416-16P | |NVR4416-16P | ||
− | | | + | |[[File:NVR4416-16P.jpg|100px]] |
|16 | |16 | ||
|[http://linksinet.com/download/NVR4200%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/NVR4200%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|NVR6064 (updated by 2017/10/17) | |NVR6064 (updated by 2017/10/17) | ||
− | | | + | |[[File:NVR6064.jpg|100px]] |
|64 | |64 | ||
| | | | ||
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|- | |- | ||
|NVR4XXXX-XP-4KS2-XT-Alpha | |NVR4XXXX-XP-4KS2-XT-Alpha | ||
− | | | + | |[[File:NVR4000-4KS2.jpg|100px]] |
| | | | ||
|[http://linksinet.com/download/DHI-NVR4000-4KS2_User_Manual_20161027.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/DHI-NVR4000-4KS2_User_Manual_20161027.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|NVR7416-16P | |NVR7416-16P | ||
− | | | + | |[[File:NVR7416-16P.jpg|100px]] |
|16 | |16 | ||
|[http://linksinet.com/download/NVR7400%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/NVR7400%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|XVR5104HS-ADT | |XVR5104HS-ADT | ||
− | | | + | |[[File:XVR5104HS-ADT.jpg|100px]] |
|4 | |4 | ||
|[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|ADT_XVR5x16HS FW upgrade | |ADT_XVR5x16HS FW upgrade | ||
− | | | + | |[[File:XVR5104HS-ADT.jpg|100px]] |
|16 | |16 | ||
|[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|XVR5108HS-ADT | |XVR5108HS-ADT | ||
− | | | + | |[[File:XVR5104HS-ADT.jpg|100px]] |
|8 | |8 | ||
|[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/Dahua_HDCVI_DVR_Users_Manual_V1.8.2_2016098.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16) | |DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16) | ||
− | | | + | |[[File:DVRXX04-HF-ALU-E.jpg|100px]] |
|4, 8, or 16 | |4, 8, or 16 | ||
| | | | ||
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|- | |- | ||
|HCVR4104/08HS-ADT-x(updated by 27/3/2017) | |HCVR4104/08HS-ADT-x(updated by 27/3/2017) | ||
− | | | + | |[[File:HCVR4104.jpg|100px]] |
|4 or 8 | |4 or 8 | ||
|[http://linksinet.com/download/HCVR4100HS%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/HCVR4100HS%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|HCVR4116HS-ADT-x(updated by 27/3/2017) | |HCVR4116HS-ADT-x(updated by 27/3/2017) | ||
− | | | + | |[[File:HCVR4116HS-ADT.jpg|100px]] |
|16 | |16 | ||
|[http://linksinet.com/download/HCVR4100HS%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/HCVR4100HS%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|DVR7804S-U/DVR7808S-U/DVR7816S-U | |DVR7804S-U/DVR7808S-U/DVR7816S-U | ||
− | | | + | |[[File:DVR7804S-UDVR7808S-UDVR7816S-U.jpg|100px]] |
|4, 8, 16 | |4, 8, 16 | ||
|[http://linksinet.com/download/DVR7800S-U%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/DVR7800S-U%20Series%20User%20Guide_0915.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|DVR5104C(updated by 13/4/2017) | |DVR5104C(updated by 13/4/2017) | ||
− | | | + | |[[File:DVR51xxC.jpg|100px]] |
|4 | |4 | ||
| | | | ||
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|- | |- | ||
|DVR5108C(updated by 13/4/2017) | |DVR5108C(updated by 13/4/2017) | ||
− | | | + | |[[File:DVR51xxC.jpg|100px]] |
|8 | |8 | ||
| | | | ||
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|- | |- | ||
|DVR5116C(updated by 13/4/2017) | |DVR5116C(updated by 13/4/2017) | ||
− | | | + | |[[File:DVR51xxC.jpg|100px]] |
|16 | |16 | ||
| | | | ||
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|- | |- | ||
|IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017) | |IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017) | ||
− | | | + | |[[File:IPC-HDBW5220E-Z.jpg|100px]] |
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
|[http://linksinet.com/download/General_IPC-HX5X2X-Themis_Eng_N_Stream3_V2.400.ADT00.7.R.20170331.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/General_IPC-HX5X2X-Themis_Eng_N_Stream3_V2.400.ADT00.7.R.20170331.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | ||
|- | |- | ||
|IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017) | |IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017) | ||
− | | | + | |[[File:IPC-HFW4120E.jpg|100px]] |
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
|[http://linksinet.com/download/General_IPC-HX4X2X-Themis_Eng_N_Stream3_V2.400.ADT01.7.R.20170428.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/General_IPC-HX4X2X-Themis_Eng_N_Stream3_V2.400.ADT01.7.R.20170428.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | ||
|- | |- | ||
|IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017) | |IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017) | ||
− | | | + | |[[File:IPC-HDBW5231E-Z.jpg|100px]] |
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
|[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.460.ADT01.13.R.20170923.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.460.ADT01.13.R.20170923.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | ||
|- | |- | ||
|IPC-HDBW4231/HFW4231/HDBW5231 FW | |IPC-HDBW4231/HFW4231/HDBW5231 FW | ||
− | | | + | |[[File:2019-04-02_11_44_07-DH-IPC-HFW4231E-SE_Datasheet_201707181.pdf.jpg|100px]] |
|[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/(HDBW%20HFW%20)Network%20Camera%20Web%20Operation%20Guide_0815.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
|[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.622.0ADT000.0.R.20180327.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/General_IPC-HX5X3X-Rhea_Eng_N_Stream3_V2.622.0ADT000.0.R.20180327.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | ||
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|- | |- | ||
|SD32203S-HN(updated by 13/10/2017) | |SD32203S-HN(updated by 13/10/2017) | ||
− | | | + | |[[File:SD32203S-HN.jpg|100px]] |
| | | | ||
|[http://linksinet.com/download/General_SD-Adreia_Eng_N_V2.210.ADT01.3.R.20171010.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/General_SD-Adreia_Eng_N_V2.210.ADT01.3.R.20171010.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | ||
|- | |- | ||
|SD3282D-GN (updated by 13/10/2017) | |SD3282D-GN (updated by 13/10/2017) | ||
− | | | + | |[[File:SD3282D-GN.jpg|100px]] |
| | | | ||
|[http://linksinet.com/download/General_SD-Brynhil_Eng_N_V2.212.ADT01.0.R.20171010.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/General_SD-Brynhil_Eng_N_V2.212.ADT01.0.R.20171010.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | ||
|- | |- | ||
|SD22204T-GN (updated by 13/10/2017) | |SD22204T-GN (updated by 13/10/2017) | ||
− | | | + | |[[File:SD22204T-GN.jpg|100px]] |
|[http://linksinet.com/download/SD22204T-GN_User_Manual_20160913.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/SD22204T-GN_User_Manual_20160913.pdf <ul class="fa-ul"> <li><i class="fas fa-book fa-4x" style="color:darkred;></i></li></ul>] | ||
|[http://linksinet.com/download/ADT_SD-Zi-Themis_Eng_N_Stream3_IVS_V2.400.ADT02.0.R.20161215.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] | |[http://linksinet.com/download/ADT_SD-Zi-Themis_Eng_N_Stream3_IVS_V2.400.ADT02.0.R.20161215.bin <ul class="fa-ul"> <li><i class="fas fa-arrow-alt-circle-down fa-4x" style="color:darkred;></i></li></ul>] |
Latest revision as of 19:06, 22 September 2019
Contents
ADT
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
Tier 1 Concentrix agent to provide basic troubleshooting to customer.
Concentrix agent who are dedicated to support ADT customer will fully support 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
Link to firmware update procedure: http://linksinet.com/faq-fup.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.
Password reset
To reset Dahua-ADT device, technical support agent will generate code from the same generator as Dahua device.
Mobile App
ADT customer is using a customized app that will support ADT-Dahua device, the app is called VideoView Mobile for iOS and Android mobile device, and VideoView Mobile HD for iPad or Android tablet.
Client Software
ADT customer is using customized client software that will support ADT-Dahua device. The software is called ADT VideoView.
Download link for Windows: http://linksinet.com/download/adt%20videoview_setup_171121.exe
Download link for MAC: http://linksinet.com/download/ADT_VideoView_Eng_Mac_IS_V1.11.1.R.20160323.tar2.bz2
Call Escalation
When escalation needed, please see below instruction:
Tier 1 Concentrix agent
Transfer the call to our ADT dedicated support group x73321 or refer customer to call Dahua-ADT technical support hotline (877)609-1936.
Concentrix agent who are dedicated to support ADT customer
Agent will follow Dahua regular escalation process to Tier 2.
Products
Recorders
NVRs
DVRs
Cameras
IP Cameras
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 |