Applies to Models: All Legacy EOL Samsung Techwin and Hanwha Techwin Products

Summary:

From time to time, Hanwha Techwin will discontinue a product; doing so renders the product EOL. This article discussed how support is handled for products classified as EOL and for products that are Out of Warranty. A complete list of EOL products can be located here.

Samsung Branded EOL Products:

Hanwha Techwin no longer offers agent-assisted support on any Samsung Branded products; however, you can search our knowledgebase for self-resolution options and product manuals for your EOL Samsung Branded product.

Note: This includes software and hardware such as SSM, Samsung DDNS, and Net I-Ware

Hanwha Branded Hardware EOL Products:

Hanwha Techwin provides our customers with support for all EOL products covered under warranty. To confirm your warranty status, you can click here.

Products Under Warranty:

Hardware Products still in their warranty period but considered EOL are eligible for agent-assisted support. After you validate your warranty, you can submit a support case here.

Products Out of Warranty:

Hardware Products outside the warranty period are supported through self-resolution options.

Documentation:

Documentation for these products can be found on our product page or using the search bar in our knowledge base. When conducting your search, you must enter the full product number, including the hyphens.

Troubleshooting:

Guides and troubleshooting tips for EOL products can be found by searching your product model number, including the hyphens in our knowledge base. 

Repair:

Products outside their warranty period and considered EOL are subject to Hanwha's discretion regarding repairs. Hanwha reserves the right to reject a repair request for Out Of Warranty EOL products under one of the following criteria.

1. Parts for the Product are no longer available

2. Repair costs exceed the value of the product

Repair requests can be submitted by clicking here

Product Firmware:

Hanwha Techwin is committed to our products' security and allows users to update their firmware up to 5 years after their EOL and Warranty date. Please view this document for a complete understanding of Hanwha's commitment to your device's security.

Hanwha Branded Software EOL Products:

Hanwha Techwin only supports the current version of our public-release software unless otherwise noted below.

Wave:

Hanwha Techwin supports version 4.2 or later of WAVE. Please upgrade your WAVE version to 4.2 at a minimum before contacting support.