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Email PTI Security Systems Support: service@ptisecurity.co.uk.
We can support your business with security advice and specialised technical support. Our product experts are available to answer all your questions and challenges. When you need advice on integrating different systems, which products should you consider, and what is the most cost-effective solution for your security needs?
Can’t find an answer in our FAQs? Complete the form below and send us the details of the issue, or click on our Share Screen for live support (by appointment only), and we’ll gladly answer.
Frequently Asked Questions
Solve common issues by browsing our FAQs.
Access FAQs
The keypad is offline. Please hold the reset button on the power supply unit in your communications room for about 30 seconds and then release it. Test the keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
On StorLogix, select the TOOLS menu and OPEN DOOR/GATE, and make sure the door is not being held closed via the software. If it is, select it and click on RELEASE. Try the code again. If the problem persists, please email us at: service@ptisecurity.co.uk
The keypad is offline. Please hold the reset button on the power supply unit in your comms room for 30-60 seconds and release. Test the keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
The keypad is offline. Please hold the reset button on the power supply unit in your comms room for 30-60 seconds and release. Test the keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
The keypad is offline. Please hold the reset button on the power supply unit in your comms room for 30-60 seconds and release. Test the keypad again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
Go to the TOOLS menu on StorLogix and SET TIME/DATE. Recheck the time, and if it is still not correct, ensure the PC is showing the proper time. If the problem is still not resolved, email at: service@ptisecurity.co.uk
The swipe reader needs to be cleaned with a cleaning card. These are readily available from electrical supply stores. If cleaning does not resolve the issue, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
Please ensure the door is not being held open via the software. If not, please note that PTI keypads only open doors, and the closing of any type of door is controlled by the door automatic mechanism. Please contact your door manufacturer/ service provider.
The customer's settings do not allow them access to this area. Please email us at: service@ptisecurity.co.uk
The customer may not be up to date with their payments, and access has been suspended. If this is not the case, ensure that access has been granted if using management software, resend the settings to the access control software, and test the PIN code again. If the issue is still not resolved, send an email to: service@ptisecurity.co.uk
CCTV FAQs
If you have had a recent power cut, turn the DVR off and then on, either from the Power button on the DVR or the socket, and turn it back on after a minute. If that does not resolve the issue, the problem is with the camera or its components. Please send an engineer visit request to: service@ptisecurity.co.uk
There is a possibility of interference with other cables. Please send your engineer request email to: service@ptisecurity.co.uk
Yes, the DVR records with an imprinted date/time and a watermark that says, “The watermark doesn’t allow footage manipulation.” This footage can be submitted as evidence if required.
Yes, the DVR is configured to save the images/pictures in different formats such as JPEG, AVI, etc.
Depending on the configuration, quality and the hard drive capacity, the DVR can record for at least 3-4 weeks and longer.
Alarm FAQs
Hold the reset button on the power supply unit in your Communications room for about 30 seconds and release. Test the door again. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
This seems like a mux and channel mix-up. Please open the other door and see what comes up on the system. Contact us for assistance at service@ptisecurity.co.uk
Hold the reset button on the power supply unit in your Communications room for about 30 seconds and release. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
The default settings on StorLogix are set to off. If you require all the vacant units to be turned on, depending on software permissions on your access, you can tick the box which says Vacant Unit Alarms under SETUP > Falcon XT. If you have no access to this feature, please email us at: service@ptisecurity.co.uk
HIKVISION IVMS Software FAQs
Your Digital Video Recorder will record over the older footage every time the hard disc is full.
The DVR has two different features that allow for backing up footage (Menu>Record>Advanced>select the external device).
- Export video data to a USB flash drive, removable HD, or CD/DVD.
- Export video clips during playback.
This information will not be revealed for security reasons. Other usernames are created during the installation of the system for users who will use them. Their functionality and access to the configuration of the system will be limited. For further help, send your emails to: service@ptisecurity.co.uk
Please see below for the minimum requirement specification to run the software.
Note that these are the minimum requirements, and if you are using the PC for other programs, you need to increase the specifications accordingly.
- Operating System: Microsoft Windows 7, Windows 8 (32-bit), and Windows XP (32-bit operating system).
- CPU: Intel Pentium IV 3.0 GHz or above
- Memory: 2G or above
- Display: 1024*768 or above
- HDD space: 500 GB or above
Depending on the configuration, quality, and the hard drive capacity, the DVR can record for at least 3-4 weeks and longer.
QUANTUM Client Software FAQs
Your Digital Video Recorder will record over the older footage every time the hard disc is full.
To access this menu, please press the search button on the front panel of the DVR or click the right button on your mouse and select search (it may be password protected).
To access the download menu, press the search button on the front of the DVR panel or right click on the mouse on the software and select search (may be password protected). In the main menu, the user can search by channel number, time, and date to export the footage to an external device.
Some USB devices may not be compatible.
This information will not be revealed for security reasons. Other usernames are created during the installation of the system for users who will use them. Their functionality and access to the configuration of the system will be limited. For further help, send your emails to: service@ptisecurity.co.uk
Note: Please remember that all the features that the DVR internally has, such as recording options, backup/download footage, and PTZ options… are available on the client viewer software; therefore, you can manage the same features remotely. Your DVR comes with license-free viewer software; we recommend the minimum PC specification according to the manufacturer.
- PU Core 2 Duo 1.8 GHZ.
- Graphic Memory 256 MB.
Site Graphics FAQs
The Graphics PC may not be communicating with the Access Control System. Most issues are resolved by restarting your Graphics PC and then going to TOOLS and updating Graphics on your StorLogix computer after the Graphics PC restarts. If the issue is not resolved, contact us to arrange an engineer by emailing: service@ptisecurity.co.uk
It is possible that the contact inside a unit is misaligned, damaged, or the door is pushed by an overfilled unit. The door may have dropped slightly and widened the gap between the contact and magnet. If the damage is with the door, you will need to contact the installer company to have it repaired. If any other issues are present, email service@ptisecurity.co.uk and request an engineer visit.
We always supply a detailed instructions letter along with. If you do not have this. Follow these easy steps to update your graphics layout:
- On the PTI Graphics PC, close the running graphics by clicking on the X at the top right corner. If you are asked to enter a password, enter 8898 and click on the OK or Enter button.
- Using a memory stick or any other storage device, transfer the update file to: C:\Program Files\ Site Builder. And remove your old layout. Your old layout will have the same name as the new one, but a lower version. For example,e Mystorage v.6 needs to replace Mystorage v.5. Failing to delete the old one may confuse the software and run the old layout.
- Open the Site Graphics program and on StorLogix PC, under TOOLS, click on Update Graphics. The new layout should gradually change colour and run.
If the above does not happen, send an email to: service@ptisecurity.co.uk
Click on the CONFIG button at the bottom right corner of your graphics, select the tab Scroll, Pan, and Zoom, adjust the panning zoom, and click OK. Once you have changed it, you will need to stop and restart the graphics from scrolling for the change to take effect.
Click on the CONFIG button at the bottom right and select the desired colour from the list. Then stop and start the graphics. If you are still experiencing problems, email us at: service@ptisecurity.co.uk
TIPLEX DVR Quickwave Software FAQs
Your Digital Video Recorder will record over the older footage every time the hard disc is full.
Export video data to a CD/DVD writer (this option is only available with Triplex Vista CDR model).
- Press the “Search” button on the front panel of your DVR, and the search screen appears.
- Press the “search” button again to select search filters. The available options are:
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- Search for a date
- Search for time
- Search for the recording method
- Search for a camera
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This information will not be revealed for security reasons. Other usernames are created during the installation of the system for users who will use them. Their functionality and access to the configuration of the system will be limited. For further help, send your emails to: service@ptisecurity.co.uk
- Use the Disk Analysis screen in WaveReader to select and save the desired video data as .60d or .20d format.
- Copy the file or files to the C:\Program Files\WaveReader\QuickWaveCD Folder.
- Using the CD writer’s software, select all the contents of the C:\Program Files\ WaveReader\QuickWaveCD folder and burn onto a CD and end session for further use.
- CAUTION: Do not select the QuickWareCD folder ot be written by the CD writer. Selce the contents of the QuicWaveCD folder to be written by the CD writer.
- Test the CD by placing it in the CD drive of your computer. The QuickWave program should launch automatically and begin playing the footage.
- The footage will not require installation of the WaveReader software on any other PC. It comes with a mini player for other PCs.
StorLogix App FAQs
Follow the link below for instructions on setting up your StorLogix mobile app. Please note that only StorLogix versions 4 and above are compatible with the App.
http://www.ptisecurity.com/products/storlogix-mobile/quick-start/
Please note that if you are using Management Software, you will need to perform all the rental-related functions under this and not directly via StorLogix. However, in some cases, you may have to rent a unit directly. To do so, go to User Operations and Rent Unit. You can choose from an existing user or enter new customer details.
Please note that if you are using Management Software, you will need to perform all the rental-related functions under this and not directly via StorLogix. However, in some cases, you may have to vacate a unit directly. To do so, go to User Operations and Vacate Unit. You can choose from an existing user or enter new customer details.
Ensure that your LogixServer is open and not offline. LogixServer is the software that links your StorLogix to the Controller and Access Control System. The status is represented by a letter L in a blue, Green, or Red circle. Green means online and running, blue means online and Idle, and Red means offline/ disconnected.
You can view the status at the bottom right corner of any window on StorLogix. If it's red, restart your PC and check again. If it is still not resolved, check that the cable from the PC to the controller is plugged in at both ends (PC and Falcon XT controller). If all the above is fine, send us an email to: service@ptisecurity.co.uk
You can either click on Event Viewer on the same page (Alarms and Events) or go to Reports and run a report of your choice, and go back as long as the data is stored. The reports will allow a print or export to various formats.
If this is configured to be manually triggered, you can find it under Tools and Open Door/Gate. Select the entry point of your choice and click on open to trigger it or hold open to keep the door open. Please note that some doors do not accept a constant command and cannot be held open via StorLogix.