:ADT

ADT

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  ADT Online Resource

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

When Convergys agent receive technical support call from ADT installer or ADT customer, Convergys agent will provide basic troubleshooting to 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 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.

Call Escalation

When escalation needed, Convergys agent have two options below:

1. Follow Dahua regular escalation process.

2. Inform the customer that they can contact Dahua-ADT technical support hotline (877)609-1936.

Products

Recorders

NVRs

Model	Image	Channels	Manual	Firmware
NVR4204-P		4
NVR4208-8P		8
NVR7416-16P-ADT-x(updated by 06/10/2017)		16
NVR3204-P (updated by 06/10/2017)		4
NVR3208-8P (updated by 06/10/2017)		8
NVR3216-P (updated by 06/10/2017)		16
NVR4416-16P		16
NVR6064 (updated by 2017/10/17)		64
NVR4XXXX-XP-4KS2-XT-Alpha
NVR7416-16P		16

DVRs

Model	Image	Channels	Manual	Firmware
XVR5104HS-ADT		4
ADT_XVR5x16HS FW upgrade		16
XVR5108HS-ADT		8
DVRXX04-HF-A/L/U-E (XX could be 04, 08, 16)		4, 8, or 16
HCVR4104/08HS-ADT-x(updated by 27/3/2017)		4 or 8
HCVR4116HS-ADT-x(updated by 27/3/2017)		16
DVR7804S-U/DVR7808S-U/DVR7816S-U		4, 8, 16
DVR5104C(updated by 13/4/2017)		4
DVR5108C(updated by 13/4/2017)		8
DVR5116C(updated by 13/4/2017)		16

Cameras

IP Cameras

Model	Image	Manual	Firmware
IPC-HDBW5220E-Z/IPC-HDBW5421E-Z/IPC-HFW5421E-Z(updated by 13/10/2017)
IPC-HDBW4120E/IPC-HDBW4220E/IPC-HFW4120E/(updated by 13/10/2017)
IPC-HFW4231E/IPC-HDBW4231E/IPC-HDBW5231E-Z(updated by 13/10/2017)
IPC-HDBW4231/HFW4231/HDBW5231 FW

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