How to Reset the Sannce Camera?

The camera’s default password is blank (nothing).

If you forget the new password you made or the default password admin doesn’t work, please reset the camera so that the password defaults to blank.

1. Power on the camera and connect this camera to the router by the Ethernet cable.
2. After you power on the cameras for 15 seconds, open the waterproof cover at the back of the camera, to find the reset button.
3. Hold on the reset button for 15-20 seconds to reset the camera.

Sannce DVR power light flashing

A rapidly flashing green power LED usually indicates that the camera’s firmware has encountered an error. This is rare but can occasionally happen after an unexpected power cut (if the camera is in the middle of performing a task), due to incorrect settings in the camera (too many enabled tasks, conflicting settings etc.), or due to a faulty SD card.

This can usually be resolved with a reset of the camera. 

How to Reset the Password of Sannce DVR?

1. Plug DVR to the router by Ethernet cable.

2. Get a windows computer that is connected to the same router. Install software.

3. Run the software and it will detect the camera‘s IP.

4. Select the camera‘s IP and click forget a password at the right bottom of the software.

5. Click export and select the path to export a file. Please don’t change the file’s name and send this file to support@sannce.com.

They will send you a code or file to unlock the system.

Note:

Please do NOT turn off your DVR and the SADP software after you exported the files. Otherwise, the exported file will be invalid immediately.

Please use the key file from us as soon as possible because it’s only valid for 24 hours.

6. Select “Import File” and choose the file we sent to you.
Input your DVR/NVR’s new password in “New Password” and “Confirm Password”, tick the option “Reset Network Cameras’ Passwords“, click “Confirm” to finish reset.

Note:

Before doing step 6, please connect as many cameras to the NVR as possible, since only the connected cameras’ password can be reset together with NVR’s.

Sannce CCTV Network Error

Plug DVR or NVR into the router with a network cable if you want to use a computer or phone to connect the recorder locally or remotely.

You can judge whether the recorder was connected to the internet by the status of a network like the picture below.

If the status is not connected, it means the recorder did not connect to the cloud successfully.

Here are the methods:

Please check the yellow and green light on the Ethernet port of the recorder. One should be blinking which indicates the recorder has connected to the router successfully. If not, please change the Ethernet port of the router or another reticle to have a try.

Go to the Main menu–>System–>Network to confirm DHCP is ticked.

Please restore the recorder to the factory default setting.

If you have, please change to another router to have a try.

Please sent an email to support@sannce.com to ask for new firmware to upgrade. But you need to inform us of the model of your system. It is made up of numbers and letters such as DL81A. You can find it at the bottom of the recorder. Please refer to this link to find it.

https://support.sannce.com/hc/en-us/articles/900000434803

Sannce Home App Not Working

1. Blank screen when open SANNCE HOME?
2. SANNCE HOME app wont load or not working properly (loading error / server error / connection error).

Blank screen when open SANNCE HOME?

It is one of the most common problem in android operating system. Usually when you open an app, you will see a black screen for few seconds and then app will crash with or without an error message. There are few ways to fix this problem.

1. Most of the times, it might be a temporary loading issue. You just need to press the recent applications menu (usually the first left button) in your phone. Then you close the app that has this issue. Now open the app again. It may work normally.
2. Try a Hard reboot in your Android mobile. Press and hold down the “Home” and “Power” buttons at the same time for upto 10 seconds. Then, release the buttons and hold down “Power” button until the screen turns on. Now you can try opening the app.
3. If none of the above working, you can wait till your phone battery drains and it turns off automatically. After that put it to charge, and press the power button. It may work after this.
4. Finally, if you can’t fix it with anything, you may need to uninstall the app and re-install it. Android usually restores all settings after you re-install and log into the app. You can see if that fixes it.
5. Even in some rare cases, the re-install step also don’t work. If that is your case, try installing older versions of the app. Good luck!

More:

1. How to Connect the NVR to the Sannce Sight APP
2. How to View the Security System on the PC
3. General Guide of Watching Cameras on PC by Guarding Vision

SANNCE HOME app wont load or not working properly (loading error / server error / connection error).

There are few situations that may cause the load issue in android apps.

1. The SANNCE HOME app server may be down and that is causing the loading issue. Please try after few minutes.
2. Your Wi-Fi / mobile data connection not working properly. Please check your data connection.
3. Too many users using the app at same time. Please try after few minutes.

Sannce DVR Flashing Red Light

The red flashing HDD light means the hard drive is in use. When it’s recording things, it flashes like crazy and makes a noise from the hard drive.

No setting interface displayed on the monitor after the device is starting up normally on Sannce

Possible Reasons:

• Do not connect your DVR to the port of laptop’s VGA or HDMI directly.
• Make sure the resolution of the monitor is higher than the display resolution of DVR. Otherwise, the monitor will not show any image of cameras.

Solutions:

Method 1:

Use the monitor with a higher resolution to connect your DVR so that you can log in DVR and change its display resolution to lower one.

Method 2:

You can access the camera through CMS software on your computer to change its display resolution to lower one.

Method 3:

You can access the DVR system on the computer’s browser by DVR’s IP and change its display resolution on web page.

All cameras has no image showing up on the DVR after the device is starting up normally on Sannce

Possible Reasons:

• Make sure all cameras are connected to the port of Video-in with cables and your recorder should be connected to the monitor with the cable, but the video of all cameras are not shown on the monitor (You can still see the setting panel of the recorder) .

Solutions:

Method 1:

Check the connection of your system is correct or not.

Method 2:

Check the camera lens at night and make sure the infrared light turns on. Try to connect a 12V power supply to the camera if there is no infrared light

Email alerts is failed on Sannce

Possible Reasons:

• You had better use Gmail, do not use Yahoo or Hotmail. The alarm and email alerts function are not enabled.

Solutions:

Method 1:

Please make sure the DVR has connected to the router and Internet successfully.

Method 2:

Please enable the alarm and email alerts function

1. Reset the password via the security questions.

Please click the Forgot Password option on the below page, and then answer all security questions. The answers are set up by yourself when you set up the system for the first time.

2. If you forgot the answers, please reset the password via the verification code.

1) Click “Forgot the answer”

2) Download the APP named Sannce Smart on your phone. You can find the APP on the google play store or APP store.

Login to the APP and click the Main Menu in the upper left corner. Click “Recover Password“.

3) Go to the below page and scan the QR code on the DVR monitor. Then you will get a verification code on the APP.

4) Then please input the verification code on the below page. Click Ok and you can set up a new password for the system now.

1. Please check the network status of the TSCLOUD system. If the users want to view the cameras remotely, the status must be connected.  It could be checked on the Main Menu–>Version>Nat Status.

If it is not connected, please refer to the below link to fix it:  Bottom Post

2. Download the software on your PC named VMS. Here is the download link:

http://www.sanncegroup.com/document/TS/VMS.exe

3. Run the software and set up a password for the software. It is better to enable Auto Login.

4. Set up Password Protection in case you forgot the login password.

5. Click the Device and Add. Then please choose TSCloud as the method to add.

6. Input the information about your DVR. The password is the login password of your DVR, not the login password of the software.

7. The Device ID can be found on the DVR monitor. Here is a picture:

8. After that, please go back to the Live View page. Double-click the cameras to view them.

What to Do if Your Device’s Nat Status Does Not Show Connected?

If the users want to view the cameras remotely, the status must be online.  It could be checked on the Main Menu–>Version>Nat Status.

If it is not connected, please try the below troubleshooting:

1. Make sure the receiver is connected to a router via ethernet cable. You can try to change another ethernet cable and another router port to check.

2. Go to Main Menu–Network, uncheck ‘DHCP‘ and change the Primary DNS to “8.8.8.8“, then click ‘Apply‘. Then please check the Nat Status again.

3. If the Nat Status is still not connected, please go back to Main Menu–Network to check “DHCP” again. Then please check the Nat Status again.

4. If it still does not work, please submit a request here to the technical support for more details.

how to reset the camera？

1. Please power the camera on

2. After you power the cameras for 15 seconds, find the reset button, hold on the reset button for 15-20 seconds to reset this camera.

How to share the device with other people

1. Please connect the camera to the app:

There are two methods for you, pls see below. If you have done this step, pls go to step 2 directly.

A. How to use phone to connect camera without ethernet cable

B. How to set up camera with cable only for camera with ethernet port

Please click the “Edit” button and then the ” Share” button on the main interface.

2. Please click ” Invite with QR code”.

3. You can ask the recipient to directly scan the QR code on your phone’s screen to add the device, or you can share the QR code in other ways.

The following are the steps for the recipient to add the device:
Step 1: Click the “+” button on the main interface;
Step 2: Click “Connect a friend’s camera”;
Step 3: Scan the QR code to add.

4.After the device has been added to the recipient’s phone, the recipient can watch the live view, record the live video and take a screenshot. However, the recipient cannot control the device or adjust its settings.

5. If you want to cancel your sharing, please click the “sharing” button on the main interface, then click “Cancel the share”.,

What to Do if My Phone Can’t Connect Camera?

1. Download and install the APP

Please go to “Google Play” or “App Store” on your mobile phone, search for “JoyLite”, then download and install it on your phone.

2. Confirm your Wi-Fi status

2.1. Please check if your wireless router has enabled DHCP and if it is a 2.4 GHz network. (The device does not support 5GHz Wi-Fi currently.)

2.2. Please ensure your smartphone has been connected to the wireless router.

2.3. Please ensure there is no special character in the Wi-Fi name and password, and their length does not exceed 30 digits.

3. Check the device’s connection status

Please use the standard power cable to connect the device’s DC interface, then the device will start up and send out a prompt tone. You can also use an object to block or cover the device’s photoresistor to check if the device’s infrared lights will be turned on.

4. Connect the device

4.1. Open the APP and click the “+” button.

4.2. Click “Add a new camera”.

4.3. Click “PTZ Camera”.

4.4. Input your Wi-Fi password and click “Confirm“.

4.5. You can configure the device by sound wave or by QR Code. Here we present the setting steps to configure by QR Code:

Please hold the QR code on the phone to face the camera lens within 10 to 20 cm, then the device will automatically scan the code and send out the first prompt tone. Wait a moment and you will hear the second joyful prompt tone, which means your configuration is completed, then please click “Next”.

Note: Please ensure the distance between the device and the router is within 3 meters and there is no obstacle between them.

If your adding fails, please press the device reset button to reset the device and return to step C to reconfigure.

F. Scan the device’s QR Code, or input the code by yourself to add the device.

G.?Finally, the device will be added to your phone, and you can start the live preview.

How to connect camera to the phone without ethernet cable?

First of all, please ensure your mobile phone has been connected to the network. (take iPhone as an example here)

1. Open the “Joylite” APP and click the “+” button.

2. Scan the QR code on the camera.

Note: If the QR code can’t be recognized, please input the UID manually.

3. Click “PTZ Camera”.

4. Please put a pin into the reset hole of the camera and push and hold it until you hear a beep sound:

5. Input your Wi-Fi password and click “Confirm“.

Note: If the mobile phone didn’t connect to the 2.4GHz wifi, the APP will pop out a tips, and please click confirm to switch the network.

6. Click the button to release wave sound and put the mobile phone near to the camera:

Note: When the mobile phone is sending the sound wave, please turn up the speaker of the mobile phone.

7. Finally, the device will be added to your phone, and you can start the live preview

If the camera is failed to bind to the APP, please reset the camera to the factory default settings and try again.

How to Set Up Camera with Cable (only for Camera with Ethernet Port)

Note: This tutorial is only applicable to those devices with an Ethernet port.

Please power on the device and the device will be started.

Please connect to the wireless router. Connect one end of the network cable to the wireless router and the other end to the network port of the device, then the portlight will be turned on.

Add the device:

1. Open the “JoyLite” APP and click the “+”?button.

2. Click “Add a new camera”.

3. Select the camera model and configure the camera as required.

4. Directly click “Skip” in the upper right corner.

5. Scan the device QR code, or manually enter the device ID number to add.

Note: If your adding fails, please press the device reset button to reset the device and return to step C to reconfigure.

6.Finally, the device will be added to your phone, and you can start the live preview.

7. Click the System Settings button.

8. Click “Network Switching”.

9. Please select the SSID of the wireless router you want to connect to, enter the current Wi-Fi password and click ” Switch the network”. Then the device will reboot and automatically connect to the Wi-Fi network.

Note: After you finish all the configuration steps, you can unplug the device’s Ethernet cable, then the device can work normally via the wireless network.

How to Set Up Motion Detection and Recording?

1. First of all, please power off the device before installation. The device supports up to 64G Micro SD card. Before inserting the card, please ensure the SD card can work normally and the data is cleared. Please pay attention to the SD card’s direction when inserting.

2. After the device is successfully connected, please click the system settings button.

3. Please choose “Store information”.

4. Please check if the device can recognize the SD card information. Please format the SD card if this is the first time you use the device. After the SD card is successfully formatted, the SD card status will show “Is recording”.

5. Please click “Guard Scene”. Please note that the motion detection alarm function is enabled by default. You can click the “Set time range” to set the time period.

6. Once the motion detection is triggered, APP alarm push notifications will pop up.

7. You can click the “…” button in the upper right corner to view the alarm information.

Note: If there is no micro SD card in the device and the motion detection alarm function is enabled by default, you can only receive APP alarm pushes, but without snapshots and video recordings.

8. Finally, please return to the main interface and click the video playback menu to view the SD card recordings. (The blue bar represents real-time video recordings and the red bar represents motion detection recordings)

What to do if the camera can’t recognize the SD card

A. First of all, please ensure your Micro SD card is a branded product from the regular channel. The device supports up to 64G Micro SD card;

B. Please connect the Micro SD card to a computer or other digital devices to check if it can be recognized normally. If it can be recognized, please format it. If not, it is a defective Micro SD card. Please use another card to try again.

C. Please power off the device, insert the Micro SD card in a correct way, then enter the APP interface to check if it can be recognized normally; if not, please contact our customer service at

How to reset the camera?

1. Please power on the camera and connect this camera to the router by the ethernet cable.

Then the indicator light on the RJ45 port will light up.

2. After you power on the cameras for 15 seconds, open the waterproof cover at the back of the camera, to find the reset button, hold on the reset button for 15-20 seconds to reset the camera.

How to Connect the Camera with Cable to the Phone App?

Note: This FAQ is only applicable to those devices with an Ethernet port.

Download and install the APP “Joylite”.

Go to “Google Play” or “App Store” on your mobile phone, search for “Joylite”, and then download and install it on your phone.

1. Reset camera

1). Please power the camera on, and connect this camera to the router by the ethernet cable. And the network port indicator light on the RJ45 port will light up.

2). After you power the cameras for 15 seconds, open the waterproof cover at the button of the camera, find the reset button, hold on to the reset button for 15-20 seconds to reset this camera.

2. Add the device

1). Open the “JoyLite” APP and click the “+” button.

2). Click “Add a new camera”.

3). Select the camera model and configure the camera as required. For the I41DH, you need to choose the “Mini bolt” type.

4). It will ask you to reset it again, you can reset the camera refer to Step 1. Please ignore the image on the phone for this step.

5). For this model I41DH, it has no audio and indicator light. Please ignore this step image on the phone.

6). Then please click the “Skip” button at the right top. Please don’t input the wifi information at this step.

7). You can scan the QR code or input the SN manually

8). Then you can see it “bind success” and you can see the live view.

9). Click the “setting” button on the live view and find the “network”.

10). Choose your wifi information, input the wifi password, then click ”

Switch the network”.

11). After you see the message: “Network switch is successful”, then you can unplug the camera from the router to check can you still see the image.

What to Do if Phone Can’t Connect Camera？

1. Please confirm you use the app “Joylite”

Download and install the APP

Go to “Google Play” or “App Store” on your mobile phone, search for “Joylite”, and then download and install it on your phone.

2. Confirm your wifi status.

1). Please confirm you have enabled “DHCP” in your router. The wifi is 2.4G Hz Wifi.

2). Please confirm your phone has been connected to this wifi.

3). Please be sure there is no special character in the Wi-Fi name and password, and their length does not exceed 30 digits.

3. Please check your camera’s connection status.

1). Power on the camera, connect the camera to the router by an ethernet cable, the connector RJ45 port’s indicator light will lit up.

2). Check the camera’s infra light lit up or not (Use your hands to cover the photo resistance, the infra light should be lit up on normal status).

4. If still fail to connect the camera to the phone app, please reset your camera and reconnect it to your phone app again refer to the link below:

https://support.sannce.com/hc/en-us/articles/900000448206

Step 1. Search for Sannce Sight on App Store (for iPhone) or Google Play (for Android smartphones) and download this app.

Step 2. Launch the app and click Register.

Step 3. Enter your email and click Confirm. Pleaase follow the prompts to finish the register and then log into your account.

Step 4. Click Add Device icon to add the camera.

Step 5. Select Standalone camera.

Step 6. Please confirm the camera has been powered on properly. Click Next in the app and then use your phone to scan the camera’s QR code.

Step 7. After the scan succeeded, click Add. Follow the prompts in the app to enable your phone to connect the camera’s hotspot, and then return to the app.
Note: If you cannot find the camera’s hotspot, please reset the camera and try again.

Step 8. Enter the WiFi password and then click Connecting device. The app will pair with the WiFi automatically and connect to the network. After WiFi connection succeeded, you will hear the prompt tone The wireless connection is successful.
Note: Please make sure your WiFi network has enabled DHCP and has been adjusted to 2.4 GHz (the camera supports 2.4 GHz WiFi instead of 5 GHz). The encryption mode of WiFi should be set up as WPA or WPA2, and the password and WiFi name should not contain special characters.

Step 9. Enter the camera’s name and password to access the camera for instant live stream now.

1. Power on NVR and connect the recorder to the router by network cable.

2. Go to System Setup–>Network Setup to check if P2P is online. It must be online if you want to use your phone to view it.

If it is not online, please refer to the link below to make it online at first.

https://support.sannce.com/hc/en-us/articles/900000439703

3.Download app Sannce Sight on the App Store or Google Play Store.

Here is the Sannce sight download package.

http://www.sanncegroup.com/document/APP/Sannce%20Sight_3.3.17.apk 

There are two methods for you to view the camera on your phone.

A. Cloud account login (For cloud account login, when you add your device to the app successfully, you can view your cameras all over the world on your phone if the P2P status is online)

1. Run the app Sannce Sight on your android phone and click Register to register an account by email or phone No. at first. Then please log in to the new account.

2. Then please click the “+” icon to add the device.

*Cloud ID: You can go to the System Setup–>Network Setup to find the cloud ID.

*Name of device: It can be anything, such as “home”

*User name: It is your NVR system’s user name. If you do not change the default user name, it is “admin”

*Password: It is your NVR system’s password. If you do not change the default password, it is empty, and you don’t need to input anything, just leave it blank.

3. After you finish the information, pls click the “complete” button at the right top to save the config. Then you will see your device in your device list.

B. Local login – android (For local login, when you add your device to the app successfully, you can view your cameras all over the world on your phone if the P2P status is online)

1. Run the app Annke sight on your android phone and click “local experience”.

Then please add the device by the cloud ID, the method you can refer to the steps from step 2.

Preparation: Connect the DVR and the PC to the same network.

1. Please check the network status of the system. If the users want to view the cameras remotely, the status must be connected.  It could be checked on the Main Menu–>Version>Nat Status.

If it is not connected, please refer to the below link to fix it:

https://support.sannce.com/hc/en-us/articles/4408166496025

2. Download the software on your PC named VMS. Here is the download link:

http://www.sanncegroup.com/document/TS/VMS.exe

3. Run the software and set up a password for the software. It is better to enable Auto Login.

4. Set up Password Protection in case you forgot the login password.

5. Click the Device and AutoSearch. The software will find your NVR automatically.

6. Choose the Device and click “Add”.

7. Input the information about your NVR. The password is the login password of your NVR, not the login password of the software.

8. After that, please go back to the Live View page. Double-click the cameras to view them.

1. Reset the password via the security questions.

Please click the Forgot Password option on the below page, and then answer all security questions. The answers are set up by yourself when you set up the system for the first time.

2. If you forgot the answers, please reset the password via the verification code.

1) Click “Forgot the answer”

2) Download the APP named Sannce Smart on your phone. You can find the APP on the google play store or APP store.

Login to the APP and click the Main Menu in the upper left corner. Click “Recover Password“.

3) Go to the below page and scan the QR code on the DVR monitor. Then you will get a verification code on the APP.

4) Then please input the verification code on the below page. Click Ok and you can set up a new password for the system now.

Here are the steps for you:

1. Input a wrong password so that the system displays a window with an error message.

   
   

2. Please use the mouse click on this window, use your mouse interchangeably” left click”–“right-click”–“left click”–“right-click”—“left click”–“right-click”… Please do this at least 12 times.

   

3. Then it will pop up another window, “Restore default user“, click “YES” to restore the system so that password comes back to default one. The default password is nothing, it means you don’t need to input anything, just click “OK” to log in the system.

   

Here is the video for your reference: http://support.annke.com/document/JA/Forget_password.MOV.mp4

1. Please check the network status of the system. If the users want to view the cameras remotely, the status must be online.  It could be checked on the Configuration–>Network–>Sannce Home–>Status:
   
   If the network status is offline, here is the way to fix: 
   https://support.sannce.com/hc/en-us/articles/900000545803
2. Please download the APP Sannce Home from Google Play or APP Store.
3. Please register the APP by using an email address or a phone number.
   • Firstly, please select the country and region for the APP account. It should be in accordance with the region where you plan to install the system.
     
   • Secondly, please click Login button. If you don’t have an account, please register the APP with an email address or a phone number. Besides, users need to agree on the privacy policy of the APP.
     
   • Thirdly, please input the email address/phone number to get the security code.
     
   • Fourthly, please set up a password for the APP account to finish the APP registration.
     
4. After the APP registration, please follow the below steps to add the system to the app. Here are 2 methods to add the system.

A: Adding by QR code 

• • Click the ‘+’ icon at the beginning:
    
  • Scan the QR code of the device. The QR code could be found in the Sannce Home section.
    

B: Adding by Serial Number.

• 1. • Click the Manual Adding and input the Serial No.

       

     • Add the device to the APP if the scan is successful.
       
     • Click Finish to complete the device adding.
       
     • The users could create a name for the device, or they could skip it.
       
  2. Finally, the cameras could be viewed on the APP.
     
  3. If the app asks for a verification code, here is the way to find it.

How to create and find the verification code?

Please go to Platform Access, click ‘Enable’ and create a “verification code” by yourself. Please note the verification code must be set up, otherwise, the network status of the NVR can’t be online.

When the Status is ‘Online‘, this system can be accessed remotely via the APP.

Tips:

1. If you don’t want to enter the verification code each time when remote view the camera, please uncheck stream encryption.

2. The special characters are not allowed when setting up the verification code.