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Important Update: Canada’s 3G Networks Phasing Out Soon
As of next year, Canada will join many other countries in retiring 3G networks. Major carriers like Bell, Rogers, and Telus will discontinue 3G services, which could impact alarm systems and other devices still relying on this technology. Ensure your system stays connected—contact us today to learn more about available upgrades.
Service Within 48 Hr Guarantee
Our commitment to you extends beyond rapid response times. We pledge a “service within 48 hours guarantee,” assuring you that any technical issues will be addressed within 48 hours of your initial request. This assurance underscores our dedication to minimizing disruptions to your operations while maximizing your peace of mind.
Experienced Technicians
The backbone of our technical support service is our team of seasoned technicians. Equipped with extensive industry experience and up-to-date knowledge of emerging technologies and security threats, they are prepared to diagnose and resolve issues rapidly, minimizing downtime for your business.
FAQ
Security Cameras
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What happens to my camera setup if I change my internet provider?
If TNSG professionally installed your system, your NVR uses DHCP and automatically adjusts to a new IP from your new modem. All you need to do is simply unplug the cables from your old modem and connect them to the new one — no extra setup needed. For seamless security camera performance, contact us if you need assistance.
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What should I do if my live video monitoring camera goes offline?
Power cycle the switch connecting your camera to the monitoring station by turning it off and back on. Check all cables for loose connections and secure them. If the issue persists, reach out to TNSG support for expert help.
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What does IR mean in security cameras?
IR stands for infrared. TNSG’s IR security cameras use infrared light to capture clear footage in low light or total darkness, ensuring round-the-clock protection.
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What is a Maintenance Plan, and why is it important for my business security?
Regular maintenance ensures your system stays effective. TNSG’s plans include proactive monitoring and updates, optimizing your safety long-term.
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What’s the maximum distance between a security camera and an NVR?
The answer depends on the type of camera you installed or want to install:
- IP Cameras (Ethernet): 328 ft with PoE via CAT5e/CAT6 (extendable with switches);
- Analog cameras (Coaxial): 750 ft (RG59) or 1,500 ft (RG6);
- Fiber optic: Up to 160 km with single-mode cables.
Visit our long-range solutions page for more.
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What’s the difference between Analog and IP security cameras?
Analog cameras have lower resolution (up to 1080p), coaxial cables, basic features, DVR storage—budget-friendly but limited. Meanwhile, IP cameras offer higher resolution (4MP-4K), PoE simplicity, smart features (e.g., AI detection), NVR/cloud storage — ideal for scalability. We recommend choosing TNSG’s IP cameras for advanced security.
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Why is a warranty important for my home security camera system?
A warranty equals peace of mind. If equipment fails or installation issues arise, TNSG covers repairs at no extra cost. We offer 1-5 year warranties on residential products, 3–5 years on commercial, and a 25-year workmanship guarantee.
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Why isn’t my security camera detecting motion?
Common reasons include:
- Motion detection is disabled in NVR settings;
- Sensitivity set too low or zones misconfigured;
- Poor camera placement disrupts detection.
Call TNSG, and we will help you adjust your security camera’s motion settings.
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Why am I not getting security camera notifications?
Check if notifications are disabled in your DMSS app or phone settings. Enable them under “Multichannel Alarm Subscription” in DMSS and ensure the app is updated. Restarting the app may also help.
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Wired VS. Wi-Fi cameras: What should I consider?
We usually recommend our clients to install wired camera systems, since they offer dependable performance. They’re also reliable, record high-quality video, secure, and best for large setups. However, such systems require professional installation. Wi-Fi cameras are suitable for smaller spaces, are easy to install, and offer flexibility, but they are prone to interference and hacking.
Alarm Systems
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What causes false alarms in motion sensors?
Rapid temperature shifts, small animals, low batteries, or moving objects can trigger false alarms. TNSG’s Ajax systems minimize this with adjustable sensitivity and commercial-grade AI built into the CCTV system.
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What’s the difference between night mode and door/window sensors?
Night Mode customizes which sensors stay active (e.g., perimeter only). Door/Window Sensors alert you to openings. Both enhance your Ajax system’s flexibility.
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How can I prevent false alarms at my business?
To minimize false alarms:
- Install high-quality alarm systems with AI motion detection;
- Position sensors away from vents, sunlight, or moving objects;
- Adjust sensitivity settings and remove environmental triggers (e.g., pets, loose items);
- Train staff on proper use and enable verification features like cameras.
Upgrade to TNSG’s advanced systems for smarter false alarm prevention.
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Can I install an Ajax alarm system myself?
You can, but we don’t recommend it. Ajax systems have advanced features that complicate DIY installation, risking errors. Trust TNSG professionals for a flawless setup.
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Will pets trigger my Ajax motion sensor?
Pets can trigger false alarms, but Ajax’s pet immunity feature lets you adjust sensitivity to ignore them. Check the Ajax user guide or contact TNSG for setup help.
software
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How do I disable notifications on the DMSS app?
- Open DMSS
- Tap the three dots next to your device
- Go to “Device Details”
- Select “Multichannel Alarm Subscription”
- Switch notifications to “disable,” or read more tutorials on our support page.
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How do I view recordings on the DMSS app?
In the DMSS app, select your camera, tap “Playback,” and choose the date/time of the recording. Your footage is stored here for easy access.
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How do I connect my Hikvision camera to a PC/Mac or a phone?
On your PC/Mac, you need to use a browser (enter IP address) or the iVMS-4200 software. For remote access, set up Hik-Connect. Download the Hik-Connect app on your phone, add your camera via QR code, and manage it anywhere. TNSG support can guide you through the setup.
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Can I integrate third-party software with my security system?
Yes, TNSG systems integrate with software like Milestone and Genetec for enhanced functionality. Contact our team for details on compatibility and setup to streamline your security management.
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Which app should I use: DMSS or SmartPSS Lite?
Use SmartPSS Lite on your PC/Mac for desktop management. For your iPhone or Android, use DMSS to access live video, playback, and notifications on the go. Both apps enhance your TNSG system’s usability and can be downloaded from our support page.