Last Update: Monday, September 13, 2021Last Update: Monday, September 13, 2021

OS 5 Password Reset

Things to have: Things to do:

• Recorder connected to the router or modem

o Internet not required

• Either computer (Windows or Mac) or Android phone

• A monitor and mouse connected to the recorder

• Paired to an SS account (optional)

• Get the MAC address

o Via email

o Via network

• Enter the MAC address to the UI

Ask questions

1. “Did you set a password on the unit the first time you used the recorder?”

• YES – proceed to the next step

• NO – set a password first; rebooting a unit without a password should ask them to set one up

2. “As suggested on our Quick Start Guide, did you write your password there or somewhere secure?”

• YES – “Can you login using that password?” (only try it once)

o YES – end of troubleshooting

o NO – proceed to the next step

• NO – proceed below

3. “Did you change the password at one point since that day?”

• YES – “Can you login using the new password?” (only try it once)

o YES – end of troubleshooting

o NO – proceed to the next step

• NO – proceed to the next page

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CHOOSE

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OS 5DVR / NVR

OS 5NVW

Getting the MAC address

1. Access the MENU to pull up the login page (right-click > 1st icon

at the bottom left > Setup)

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via Email

2. Click on Forgot Password. Either of these prompts will appear.

3. Ask customer if it shows an email address on the prompt

• YES (1st image) – advise to:

a. Click YES

b. Open the email that they’ll receive

c. Take note of the MAC address, then proceed to the

next page

• NO (2nd image) – offer the guide by using QuickCode /

QuickText OS5PWRESET

o Customer said they have the MAC address –

proceed HERE

o Guide accepted – end of troubleshooting

o Insisting for support? – advise to click YES then

proceed to Getting the MAC address

(based on 2018 FW and/or 4480 and 8580 units)

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3. Enter the MAC address on Recovery field following this format:

uppercase and with colons.

E.g. BC:51:FE:11:22:33

4. Click Unlock then proceed to the next page

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Enter recovery code

Set a new password

1. Set a new password – enter a new password on both Password

and Confirm fields

2. Click on Finish

REMIND them to take note of their:

a. New password and

b. MAC Address (in case they forget the password again)

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Getting the MAC address

“Have you paired the unit on a Swann Security account before?”

• YES – proceed HERE

• NO – proceed below

“Are you on-site where the recorder is?”

• YES – “Do you have a computer?”

o YES – secure that the recorder and computer are connected on a single modem/router.

Once done, choose what computer do they have available:

▪ Windows – click HERE

▪ Mac – click HERE

o NO – “Do you have an Android phone?”

▪ YES – to get the MAC address, follow MAC address lookup via Fing app (Ctrl+click)

❖ Once you have the MAC address, proceed HERE

▪ NO – advise that they need to have a computer or Android phone to get the MAC address and reset the password. Send the password

reset guide.

• NO – send the guide OS5PWRESET and have them read and follow the instructions once they are on-site.

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via Network

Getting the MAC address

1. Open Swann Security and login to the paired account.

2. Devices (bottom-right) > choose the recorder that you’re about

to reset.

a. The unit doesn’t need to be online, as long as it was

already paired.

b. If they only have 1x DVR or NVR and no IP cameras paired

to the account, it will go straight to the settings; that said,

move to the next page

3. Once loaded, swipe all the way to the bottom then tap on

Technical details.

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via Swann Security app

4. Swipe until you see the MAC Address. Take note of it.

5. Go back to the unit and follow these steps again.

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ARP -A

On a Windows computer, open a command prompt

(Windows+R then type cmd)

Enter the command arp –a and look for the MAC Address that starts with

BC:51:FE

This is not 100% guarantee that recorder’s MAC address will show but if it

shows, it is faster and efficient.

• If you have the MAC address, proceed to Enter MAC Address on

recorder

• Otherwise, proceed depending on what software customer currently has

(if none, go with Swann Security software):

o Swann Security software

o HomeSafe Config Tool

o HomeSafe View software

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Getting the MAC address

1. Open the Swann Security software and click Device

Management

2. Then click Auto Search (top)

a. If the DVR or NVR is not on the list, click Search.

3. Take note of the MAC Address.

4. Go back to the unit and follow these steps again.

a

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via Swann Security software

Getting the MAC address

1. Open the HomeSafe Config Tool.

a. If the DVR or NVR is not on the list, click Search.

2. Scroll to the right to see the MAC address.

3. Take note of the MAC Address as shown.

4. Go back to the unit and follow these steps again.

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via HomeSafe Config Tool

Getting the MAC address

1. Open HomeSafe View.

a. Leave the password blank if customer didn’t set any, then

click Login.

b. By default, there is no password since the installation

didn’t ask the user to set one.

2. Go to Control Panel then select Group Device Management.

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via HomeSafe View software

3. Now, at the top left, click on Add Online Device.

4. Select the DVR or NVR to see information at the right.

a. If the DVR or NVR is not on the list, click Refresh.

5. Take note of the MAC Address as shown.

6. Go back to the unit and follow these steps again.

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Reset the password via Reset button

1. Grab a sim ejector, toothpick, or anything that could fit on the

Reset hole.

2. Press and hold the reset button for ONLY:

• 3 seconds or

• Until you hear 2 beeps

3. A prompt will appear on your screen, click OK then proceed to

Set a new password

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For NVW-800 only