JCS Security Assist is provided and maintained by JCS (NE) LTD.
The app provides troubleshooting guidance for Hikvision security systems and related equipment, including CCTV cameras, recorders, Hik-Connect, AX PRO alarms, intercoms, access control and network connection issues.
Contact JCS
For support with JCS Security Assist or a Hikvision security system, please contact JCS:
Email: sa***@*******co.uk
Website: www.jcctvs.co.uk
When contacting JCS, please include as much of the following information as you safely can:
- Your name
- Your contact number or email address
- Whether your system was installed or maintained by JCS
- A short description of the issue
- The device type, such as recorder, camera, alarm, intercom or access control
- Any visible model number, such as a Hikvision DS- code or TP-Link TL- code
- Any error message shown in Hik-Connect, on a recorder monitor or on the device itself
- Photos only if you choose to include them and they can be taken safely
Finding a model number
Hikvision model numbers normally begin with DS-, for example:
- DS-7608NI-K2
- DS-7608NXI-I2
- DS-2CD2387G2
- DS-KV6113
- DS-PWA96
TP-Link model numbers normally begin with TL-, for example:
- TL-WA850RE
- TL-PA4010P
The label may be on the recorder, camera, device body, plug-in adapter, original box or handover paperwork.
Safety notice
Only check equipment that is safely accessible.
Do not:
- Climb ladders or work at height
- Open recorders, power supplies or mains-powered equipment
- Remove covers
- Dismantle cameras
- Bypass locks, door controls, fire-safety equipment or access-control equipment
- Factory reset equipment unless specifically instructed by JCS or an authorised installer
- Repeatedly guess passwords, verification codes or admin details
If a label or model number is not safely visible, continue without it.
Hik-Partner Pro remote support
JCS may be able to offer remote support through Hik-Partner Pro where the Hikvision device is online.
This service may be available to non-JCS customers for an additional annual charge. Please contact JCS for more information.
Hik-Partner Pro remote support can only be used where the Hikvision device is online. If the device is offline, please complete the offline troubleshooting guide first.
App troubleshooting
If the JCS Security Assist app is not working correctly, please include:
- Your device model, such as iPhone or iPad
- Your iOS or iPadOS version
- The app screen where the issue happened
- A short description of what you tapped and what happened
- A screenshot if safe and relevant
Important disclaimer
JCS Security Assist is provided and maintained by JCS (NE) LTD and is not affiliated with, or sponsored by Hikvision.
All product and company names are trademarks™ or registered® trademarks of their respective holders. Use of them does not imply any affiliation with or endorsement by them.
