My internet is not working? First steps to take when you notice if your internet is no longer functioning as expected is to check your main internet source (NBN, Starlink, Satellite), Checking to confirm there are no current outages or restrictions on your service. Next steps are to confirm that all devices have power, if the steps above do not resolve your internet outage, please contact us on (03) 4418 2222

My Cameras are not working? If you notice that your Cameras are not working, first steps are to confirm that you have attempted to close and re-open the app on your phone/tablet, if this does not resolve the error, it is preferred that you confirm that the Cameras and subsequent devices in the area have power if this does not resolve your issue, please contact us on (03) 4418 2222

My relay enabled light is not triggering? If you notice that your relay enabled light is not triggering we would suggest first logging into app.agcloud.com.au and attempting to trigger the light manually via the on/off switch within the webpage. If you notice that the repeater/tag is not online via the webpage, attempt to power cycle the repeater/tag with a magnet, if the above does not resolve the fault, please contact us on (03) 4418 2222

Camera quality low? If you notice that your camera quality is low/grainy we would first suggest that you confirm you are attempting to view the camera with HD quality and not SD, you can find this option in the bottom right of the NVR or on a mobile device it is under the image of the camera it will say Basic or HD, if the above has not changed the quality to look nicer please attempt a power cycle of the NVR (Unplug from power for 10-30 seconds, power back up) if this does not resolve your issue, please contact us on (03) 4418 2222

Cameras not loading live view or playback? If you have found that your cameras are not loading live view or playback, we suggest that you first attempt to close and re-open the app on your mobile/tablet and to power cycle the NVR (Unplug from power for 10-30 seconds, power back up) if this does not resolve your issue, please contact us on (03) 4418 2222

How can i download footage? To download the footage from your NVR this is able to be done in a few different ways, to start if you are using your NVR to download you will need to first insert a USB drive into the USB port on the front or back of the NVR, go to "Playback", select the camera, time and date, click on "Export" top right, select export "Video & Log", select the USB Drive and select "Ok". To download via the NVR webpage,, go to "Playback", click on "Download" in the bottom right (Down arrow on top of a half box), a new tab will open and allow you to then select a file with the checkbox and then click "Download" on the top to download the file to your computer. If you would like to download the footage to your mobile/tablet, Open the HikConnect app and select the camera you would like to gain footage from and then select playback, once you load the playback find the appropriate time and date, you can then select the "Record" button (Circle with a dot in the middle), this will begin the recording of the footage, once you are done recording select the "Record" button once again, a small popup will show in the bottom right with a "Download" button, this will download the footage to your device directly (Note: you may need to allow access to your photos in settings) If you are unable to download footage, please contact us on (03) 4418 2222 Disclaimer: Downloading footage from your NVR is dependent on your internet connection and file size, download times may vary.

My 4G Station is offline? If you notice your AgCloud 4G Station is offline our first steps to finding a solution is to confirm the device has 4G data, if the sim card is managed by yourself this will be with your provider (Telstra, Optus etc), if you have an AgCloud Yearly 4G Service, please call the office on (03) 4418 2222. If you can confirm that the 4G Station has data and is still showing as offline our next step will be at your next earliest convenience please visit the 4G Station and attempt a power cycle of the Station, if this does not resolve your issue please take some photos and text/email these to the office and call us to alert us of the fault on (03) 4418 2222 or email info@agcloud.com.au

How do i arm my security system? To arm your new security system you can use either the Hik Connect app on your mobile/tablet or the keypad that has been installed at an easy to access location, using the keypad simply input the code that was created and then press the "Arm" button, (Little house with a person running) your system is now arming. If you are using the Hik Connect app you can simply open the app and select "Away", your system is now armed. If you require any assistance, please contact us on (03) 4418 2222

Low battery on alarm system? If you are notified that your alarm system has a low battery it will alert you of which PIR, Door Sensor or Keypad has the low battery, once you have identified the correct device there will either be a screw at the bottom holding the device to the bracket or clips, if there is a screw undo the screw and lift the device off the bracket, you will then see the batteries to replace, if there is no screw then the device will have clips holding it to the bracket, using a small flathead screwdriver you will be able to pry the cover off and view the battery to replace it. If you are unable to or would like us to do this for you, please contact us on (03) 4418 2222

Covert Sensor notifications not coming through? If you notice that your Covert Sensors are not sending through notifications when a vehicle has driven over them, confirm you have either WiFi or 4G/5G connection to receive the relevant notification, If you do head to app.agcloud.com.au and confirm that the tag has a "Green" status if it does then attempt to trigger the Sensor once again, if you still do not receive notifications please contact us on (03) 4418 2222

How do i power on my Covert Sensor/Repeater? It is best practice once you receive your items to take any/all Repeaters and place them in full sun for a day or two, once complete you can now power them on using either a magnet you have or the magnet provided inside the box, holding the magnet to the ID # on the bottom of the repeater or on the top of the tag, you should hear a tone going from low - high, this will let you know it has powered on, you should then hear it occasionally beeping, once powered on you can give our support team a call on (03) 4418 2222, our team will assist with inputting the ID # from the device into app.agcloud.com.au and assist you with any troubleshooting required, please contact us on (03) 4418 2222

How do i control my PTZ? If you opted to have a PTZ camera installed, you have the ability to take control and Pan, Tilt & Zoom your camera, this can be done via the Hik Connect app or the NVR, to control the PTZ via the Hik Connect app you will need to open the app on your mobile/tablet, find the PTZ camera and select it, once the camera has loaded you will see a small half box with a circle on top in the bottom right, if you click on this it will open the PTZ Control and allow you to Pan, Tilt & Zoom. If you are using the NVR to control the PTZ, first locate the Camera and left click, in the bottom left of the screen you will either see PTZ Control or PTZ, depending on the Software version of the NVR, if you open this menu the PTZ controls will open allowing you to Pan, Tilt & Zoom. If you require assistance or training, please contact us on (03) 4418 2222

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If you do not see a question that you have please do not hesitate to contact us via email or phone at the following:

support@agcloud.com.au or (03) 4418 2222

FAQ