My Concord system is no longer accessible on my phone app (V1 to V3 systems)

This page refers to Concords whose model names end in ...-A, ...-P, ...-V2, or ...-V3. Look for the model name on the white label with the QR code that is stuck to the machine.

What is the issue

Your Concord NVR/DVR system was connected to your Concord Security phone App successfully until recently, but the App will not connect now, and when you go to the three-bars menu, and then press Device Manager, the App says Connect Failed. 

If the system is not powering on, or is restarting frequently, or your cameras say Signal Loss, or the App says Username/Password error, the fixes below do not apply, so please call us for support via the numbers at the bottom of the page.

Why does it happen

The phone has had an update that prevents the Concord Security App from connecting, or your internet connection may have changed.

How to fix it

Try these steps in order, and check if your system in the Concord Security App is connected after each step. If your system shows Connected after completing step 1, you need not go any further, for example. 

1. Restart your phone, your internet modem/router, and then restart your Concord system.
2. Restore the Concord system to the factory defaults by following the instructions here. 

3. Install an alternative App (RXCamView) that also works with Concord systems:

• Android: https://play.google.com/store/apps/details?id=com.client.rxcamview&hl=en_AU

• Apple: https://apps.apple.com/au/app/rxcamview/id1062447553

  

Connect your system using this App as shown below.

Open the App and press Allow to any popups it gives you.

Android: Press Setting & Allow for background power usage

Press Deny to this one below

Press OK on the bottom of the overlay

Press the three bar menu on the top left

Press Device List

Press the + on the top right, then press IPC/NVR/DVR

Allow any permissions it requests

Scan the QR code on the label stuck to the lid of your Concord system

Type your password and press Save

If you log in with a name other than admin in the Concord Security App, type it here

Your Concord system should appear and say Connected.

If the system reset and the RX Camview App do not get your system connected, you will need to ask your Internet provider to investigate. Ask them if they have put your modem/router on CGNAT (a shared IP address that does not work with any home surveillance equipment). You may need to ask them to give you a static IP address if you are on CGNAT.

Need more help?

For Concord support in Australia, please call 1300 762 627 Monday to Friday 9AM to 5PM AEST.

For Concord support in New Zealand, please call 0800 235 328 Monday to Friday 9AM to 5PM AEST.