Help Center

Most single-camera outages come from the cable, the power or the network port. Try these in order:

1. Check whether other cameras are working. If they all went offline, see the recorder questions below.
2. If the camera is powered by its network cable (PoE), find the matching port on the recorder or switch. Is its light on? Unplug the cable for ten seconds and plug it back in.
3. If there’s a separate power supply, check that it’s plugged in and its light is on.
4. Look for visible damage: a chewed cable outside, water in a junction box, or a camera that’s been hit.

If it’s still offline, note which camera and when it stopped, and request service. Don’t open junction boxes that are outdoors or overhead.

When everything drops together, the cause is usually shared: the recorder, the network switch, or power.

1. Check that the recorder (NVR) is on. Most have a power light and a hard-drive light.
2. If cameras plug into a separate switch, check its lights too.
3. Was there a power outage or storm? Restart the recorder using its menu, or turn it off and on if there’s no menu option.
4. If you only lose cameras in the phone app but they work on the monitor, the problem is your internet connection, not the cameras.

That points to the internet connection or the app, not the cameras.

• Check that your internet is working at the property.
• Did you recently change your internet provider, modem or Wi-Fi router? The recorder may need to be reconnected.
• Update the app and sign out and back in.
• If your password was changed recently, update it in the app.

This is the most important problem to fix quickly. Common causes:

• Hard drive failure or drive full and not overwriting. The recorder’s storage menu shows the drive status.
• Recording schedule changed to motion only, or turned off for some cameras.
• Wrong date and time, so recordings are filed under a different day.

If the drive shows an error, contact us; drives can be replaced and the recorder reconfigured.

At night, cameras switch to infrared. A few things commonly spoil the image:

• Spider webs or dust on the dome reflect the infrared light. Clean the dome gently with a soft, damp cloth if you can reach it safely.
• A nearby wall, soffit or eave reflects infrared back into the lens.
• Glass: cameras can’t use infrared through a window.

If the image is blurry in the daytime too, the lens may need refocusing.

It depends on the number of cameras, their resolution, whether they record all the time or only on motion, and the size of the hard drives. Thirty days is a common target for homes and businesses. If you need longer, more storage can usually be added. Our planner gives an estimate for homes and small businesses.

1. Find the event in playback and note the camera, date and time.
2. Use the recorder’s export or backup function to save the clip to a USB stick, or export it from the app or software.
3. Export a little before and after the event, and keep the original file without editing it.

If you’re not sure how, call us and we’ll walk you through it. Do this soon: older footage is overwritten automatically.

Aim cameras at your own property. Some street or neighbouring area is often unavoidable in the background, but use privacy masking to black out windows, yards and areas you don’t need. Businesses and stratas in BC also have obligations under privacy law (PIPA), including a clear purpose and signage. We set up masking as part of every installation.

Usually, no. Recording conversations raises far greater privacy concerns than video and is rarely needed. If you think you need audio, talk to us first so we can help you decide whether it’s appropriate and how to give proper notice.

Not always. Existing coaxial cable can often be reused with converters that carry network signals and power over it, so new IP cameras can go in without opening walls. Whether this works depends on the condition and length of the cable. We check during a site visit.

For most homes and businesses, 4MP (about 2K) cameras are a good balance of detail and storage. Choose 8MP (4K) where you need to see detail at a distance, such as across a parking lot. Placement matters more than resolution: a 4MP camera aimed well at a doorway beats a 4K camera far away.

A local recorder keeps footage on site with no monthly fee per camera and works even if the internet is down. Cloud recording is convenient for one or two cameras and keeps footage safe if the recorder is stolen, but costs add up as you add cameras. Some systems do both: record locally and back up key events to the cloud.

Cameras connected to a local recorder keep recording without internet; you just can’t view them remotely until it’s back. Cloud-only cameras usually stop recording, or record to a small memory card, while the connection is down.

Yes. Most systems let you add several users, each with their own login. Give each person only the access they need, for example live view without playback or export.

It depends on the camera’s infrared range and lens. Typical built-in infrared reaches roughly 30 to 50 metres for many models, but seeing something is not the same as identifying it. For faces or plates at night, the camera needs to be close enough and, ideally, the area should have some light.

It’s a camera set up specifically to capture readable plates: a narrow view, fast shutter and careful angle where vehicles slow down, such as a gate or parkade entrance. Some systems can also read and log plates automatically.

A single housing with two to four camera modules that can each point in a different direction. One mount and one cable can cover a building corner or a large area that would otherwise need several cameras.

• Change every default password and use a unique, strong one.
• Keep recorder and camera firmware up to date.
• Use the manufacturer’s secure app for remote viewing rather than opening ports on your router.
• Keep cameras on a separate network from guest Wi-Fi.

Usually, if the recorder has free channels and the new cameras are compatible. If the recorder is full or very old, adding a larger recorder can be the better option. Tell us the brand and model and we’ll check.

Inside your unit, generally yes. Cameras in hallways, lobbies, parkades or on the building exterior are common property and usually need strata council approval. A camera at your unit door aimed only at your doorway is a common compromise, but check your bylaws first.

Cancel it in your access control software or app straight away. It stops working immediately, and you can issue a new one. If you don’t have access to the software, contact whoever manages the system. If that’s us, call us.

• Try the fob at another door. If it fails everywhere, it may be deactivated, expired or damaged.
• If everyone’s fob fails at one door, the reader, the lock or the controller for that door needs attention.
• Check whether the door is on a schedule, such as locked to everyone after hours.

Most often the door itself is the problem: it isn’t closing fully, the closer needs adjusting, or the strike is misaligned. Check that the door closes on its own without being pushed. If it closes but the lock doesn’t hold, the lock or its power supply needs service. Never prop open or tape a secured door.

• Check that the resident’s phone number is correct in the directory.
• If calls go through an app, the resident should update the app and check notifications.
• If no one receives calls, the intercom’s internet or phone line may be down.

It depends on the lock. “Fail-safe” locks release when power is lost; “fail-secure” locks stay locked. Building and fire codes require certain doors to allow people out at all times. Most access systems also have backup batteries for short outages. We’ll tell you which type each of your doors uses.

In most modern systems, you add a person, assign a fob, card or phone credential, and choose which doors and times they’re allowed. Removing access is one click. We train your administrators at handover and can provide a one-page guide for your system.

Yes. Elevator floor control lets each fob select only permitted floors. It needs coordination with the elevator company, so plan it early in a project.

Yes, many modern systems support mobile credentials through an app, using Bluetooth or NFC. They’re convenient and hard to share. Keep fobs or a keypad as a backup for people without a smartphone or with a dead battery.

A maglock holds the door shut with a magnet and needs power to stay locked. An electric strike replaces the strike plate in the frame and releases the latch when activated. The right choice depends on the door, the frame and fire-code requirements for that exit; we coordinate this with your door supplier.

Often, yes. Many doors can be fitted with an electric strike or electrified hardware without replacing the door. Glass doors, fire doors and doors with panic bars may need specific hardware. A site visit tells us what each door needs.

Yes, for homes and small businesses, along with full intercom systems for strata and commercial buildings. Our planner lets you include them in a preliminary list.

1. Check the modem from your internet provider. Are its lights normal? Restart it: unplug for 30 seconds, then plug it back in.
2. Restart your router or firewall after the modem is fully up.
3. If the provider’s modem shows no connection, contact your provider.
4. If the internet works on one computer but not others, the problem is in your internal network.

• Try a different cable between the device and the wall outlet. Patch cables fail more than wall cabling.
• In the network rack, check that the matching patch cable is plugged into the switch.
• Look at the switch port light when you plug in.

If it’s still dead, the cable may be damaged and needs testing. Every outlet we install is labelled to match the rack, which makes this quick.

Slowness at predictable times usually means the internet connection is full: backups, video calls or camera uploads all at once. Other causes include an overloaded Wi-Fi access point or an old switch. A short network check can find the bottleneck.

1. Internet modem: wait until it’s fully online (usually a few minutes).
2. Router or firewall.
3. Network switches.
4. Access points, recorders and other devices if they don’t reconnect on their own.

It’s more than looks. Tangled, unlabelled patching makes every change slower and mistakes more likely, and blocked airflow shortens equipment life. A rack clean-up with new labelling and documentation usually pays for itself quickly.

It’s better to separate them, either with separate switches or with VLANs on the same switches. Separation improves security and keeps camera traffic from slowing down your office.

Cat6A supports faster speeds over longer runs and handles heat from high-power PoE better, so it’s a good choice for Wi-Fi access points and commercial buildings. Cat6 is still fine for desks and cameras on smaller projects. Our guide Cat6 or Cat6A explains more.

A rack is a cabinet or frame that holds patch panels, switches, recorders and battery backups in one organised place. Even a small office benefits from a wall-mounted rack: it protects the equipment and makes changes and troubleshooting much faster.

Labels connect each outlet to its port in the rack and its location on the drawings. Without them, a simple move or repair turns into tracing cables one by one. We label every cable at both ends and include the labels on the as-built drawings.

Walls, floors, elevators and metal shelving block Wi-Fi. Adding wired access points in the right places solves dead spots far better than wireless extenders. A site survey shows where coverage is weak and where access points should go.

• Restart the access point or router.
• Check whether it happens everywhere or in one area.
• Too many devices on one access point can cause drops at busy times.
• Neighbouring networks on the same channels cause interference, especially in dense buildings.

Guests should be on a separate network that can reach the internet but not your computers, cameras or printers. Most business access points support this with a few settings.

Mesh works well in homes. In offices, wired access points are more reliable because each one has its own cable back to the network, rather than sharing a wireless link.

Yes, with outdoor-rated access points or, for parkades, units placed to work around concrete and ramps. Wireless bridges can also link a separate building where cable can’t reach.

It depends on the floor area, the walls and, most importantly, how many devices connect in each area. Meeting rooms and open-plan spaces often need more than their size suggests. We plan from your floor plan and confirm on site. See Office Wi-Fi that works.

1. Check that the phone’s network cable is connected and the screen is on.
2. Restart the phone by unplugging the network cable for ten seconds.
3. If every phone is affected, check the internet connection, then contact your phone service provider.

That usually means voice traffic is competing with other traffic. Configuring the network to prioritise voice (QoS) and checking the internet connection’s capacity usually fixes it.

Check the volume control for that zone, if there is one, and whether the zone is muted on the amplifier. If speakers in one area are silent, a speaker line or amplifier channel may need service.

Yes. A paging system can lower or interrupt music automatically when an announcement is made, with emergency announcements taking priority.

In most cases, yes. Numbers can usually be transferred (“ported”) to a VoIP provider. Your provider handles the transfer; we take care of the network, phones and installation.

• Note which zone triggers. The panel or app usually shows it.
• Motion sensors can be set off by heaters, blowing curtains, balloons or pets.
• Door contacts can trigger if a door doesn’t close fully.
• Low batteries in wireless sensors cause odd behaviour.

Repeated false alarms can lead to fees or reduced response from police in some cities, so it’s worth fixing quickly.

Common causes are a low backup battery, a lost communication path (internet or cellular), or a power interruption. The keypad usually displays which one. Most trouble beeps can be silenced from the keypad while you arrange service.

Yes. Pet-immune motion sensors ignore smaller animals when installed and set up correctly. Let us know the size of your pets so we can recommend the right sensors.

Self-monitoring sends alerts to your phone; professional monitoring has a station respond 24/7 and dispatch help. Many insurers ask about monitoring. It’s a personal and business decision; we can connect your system to the monitoring station you choose.

Yes. Integrated systems can arm the alarm with the same fob used at the door, and show the matching camera when an alarm triggers, so you can check before responding.

Modern wireless sensors are reliable when installed within range of the panel and maintained. Their batteries need replacing every few years, and the panel warns you when they’re low. Wired sensors suit new construction and larger buildings.

1. Give equipment a few minutes; recorders and switches take time to boot.
2. Restart in order: internet modem, router, switches, then recorders.
3. Check that power bars and battery backups (UPS) turned back on. Some need a button pressed.

If a device has no lights at all after power returns, its power supply may have failed.

A UPS beeps when it’s running on battery, when the battery is weak, or when it’s overloaded. If the power is on and it still beeps, the battery probably needs replacing. Batteries typically last a few years, depending on the model and conditions.

Yes for important equipment. Racks should have proper surge protection and, ideally, a UPS. Outdoor cameras and cable runs between buildings can also carry surges from lightning or electrical faults; surge protectors and fiber links between buildings reduce that risk.

Safety first. If you see smoke, sparks or fire, leave the area and call 911. If it’s safe, switch off power at the breaker. Do not open power supplies or electrical panels. Call a licensed electrician, and then us to check the low-voltage equipment.

Random restarts often mean unstable power, an overloaded PoE switch, or a failing power supply. Note when it happens and which devices are affected; that pattern helps find the cause quickly.

It depends on the battery size and how much equipment is connected. A UPS can be sized for a few minutes, enough to ride through flickers, or for an hour or more for critical equipment. We size it for the runtime you need.

Only if the recorder, network switch and cameras are on battery backup. With a UPS sized for the load, the system keeps recording through short outages. Without one, it stops until power returns.

It’s an organised cabling system for a building: cables from every outlet run back to a central rack, where they’re terminated on patch panels, labelled and tested. Because it’s standardised, the same cabling can serve computers, phones, cameras and access points, and changes are easy later.

Copper network cable is limited to about 100 metres per run. Fiber carries data much farther, isn’t affected by electrical interference and doesn’t conduct surges, so it’s used between floors (the riser backbone), between buildings and for long runs.

Single-mode fiber carries signals over very long distances and is the usual choice for new backbones and links between buildings. Multimode is designed for shorter distances inside buildings and data centres. The right choice depends on distances and equipment; we specify it in the design.

Power over Ethernet sends power and data over the same network cable. It powers cameras, access points, phones and some door readers without a separate power outlet, which makes installation simpler and lets a single battery backup keep them all running.

A certifier tests each cable link against its category’s performance standard and produces a report. The reports prove the cabling was installed correctly, and they’re often required for manufacturer warranties. Ask for them at handover.

Many PA speakers use dedicated speaker cable, often on a 70-volt line for long runs. Modern IP intercoms and IP speakers use standard network cable with PoE. Older intercoms may use multi-conductor or coaxial cable.

Engineering, procurement and construction: one contractor designs the systems, supplies the equipment, installs and commissions it, and hands over one set of documents. See One low-voltage contractor or several?

Drawings updated at the end of a project to show exactly where every device, cable and rack was installed, including labels. They make future service, expansion and troubleshooting far easier. Ask for them at handover.

Phone consultations are always free. If your project needs a site visit, we’ll arrange one. For properties far from our service areas, we’ll agree on travel with you in advance.

Our office is in Maple Ridge, BC. We work across Metro Vancouver and the Fraser Valley, Calgary and area, and Toronto and the GTA, with projects elsewhere by arrangement.

Yes. Tell us what you have and roughly how many devices using the service request form, and we’ll review it before we contact you.

We’re brand-flexible. We source through Canada’s major low-voltage distribution channels, so we can match what’s already in your building or recommend equipment that fits your site and budget.

Send drawings or a description through the contact form, or use the planner for homes and small businesses. We’ll review it, call you to confirm details, visit the site if needed, and then send a clear scope, schedule and quote.

Yes. Equipment is covered by the manufacturer’s warranty, and we handle warranty claims for equipment we supplied. Ask us about workmanship coverage for your project.

Monday to Saturday, 8:00 am to 6:00 pm. Call +1 778 929 2452 or email info@tpmsecurity.ca.

A home camera system is often installed in a day or two. Small businesses typically take a few days. Larger buildings are scheduled in phases around construction. We give you a schedule with the proposal.

Yes: one-time health checks and scheduled visits quarterly, twice a year or yearly. Request service and tell us what you have.

Both. We install cameras, video doorbells, smart locks and alarms for homes, and full low-voltage systems for commercial, office and multi-unit residential buildings.