HikCentral Professional Faq

HikCentral Professional
FAQ
HikCentral Professional FAQ
Contents
Chapter 1 Installation ................................................................................................................. 1
1.1 What is Stream Server? ......................................................................................................... 1
1.2 Why can't I install Streaming Service with SYS on the same PC? ........................................... 1
1.3 Why can't the HikCentral installation package run? .............................................................. 1
1.4 Why can't I run the system after I reinstalled it? ................................................................... 2
1.5 Why is the service status is exceptional in Service Manager? ............................................... 2
1.6 Why does SYS service status keep switching between Starting and Stopped? ...................... 2
1.7 Can I run the Control Client on a virtual machine? ................................................................ 3
1.8 Failed to install the web control with prompt "NPF installation failed" ................................. 3
Chapter 2 Login .......................................................................................................................... 5
2.1 Why can't I enter the Web Client's login page? ..................................................................... 5
2.2 Can I log into HikCentral with an IP address if it is configured with a domain name? ........... 6
2.3 Can I use a proxy server via the web browser to access the system? .................................... 6
2.4 Failed to log into HikCentral with error "vsm.dll[7]" .............................................................. 7
2.5 Failed to log into HikCentral with prompt "Invalid token" ..................................................... 7
2.6 Failed to log into the Control Client with error code "VSM217" ............................................ 7
Chapter 3 Activation and Deactivation ........................................................................................ 9
3.1 Failed to activate the system in online mode with error code "1103" ................................... 9
3.2 Failed to activate the system in offline mode with prompt "Operation timeout" ................. 9
3.3 Failed to import response file when activating in offline mode (error code: 1105) .............. 9
3.4 Failed to activate the system with error code "1108" .......................................................... 10
3.8 License failed to take effect after being activated ............................................................... 11
3.9 Why I cannot use the system after I deactivate the license of distributed deployment? .... 12
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Chapter 4 Device Management ................................................................................................. 13

4.1 How many encoding devices and cameras can be added to HikCentral Professional? ........ 13
4.2 Failed to configure device remotely via the Web Client ...................................................... 13
4.3 Which user name should I use when adding a Hybrid SAN? ............................................... 13
4.4 Is the device's user name and password required when remote configuration? ................ 14
4.5 Can I add an under vehicle surveillance system by domain name? ..................................... 14
4.6 Why are part of the ONVIF cameras offline after being added to HikCentral? .................... 14
4.7 Why can't I configure A4H and G4 series mobile devices via the Web Client? .................... 15
4.8 Can I apply the time zone to the dock station from the platform? ...................................... 15
4.9 Can all devices be added to the platform via IPv6? ............................................................. 15
4.10 The solar camera does not turn online after the platform is restarted. ............................ 15
Chapter 5 Remote Site Management ........................................................................................ 17
5.1 What is Remote Site Management (RSM)? .......................................................................... 17
5.2 Can I add a HikCentral (with RSM) to another HikCentral as a Remote Site? ...................... 17
5.3 Can I add one HikCentral to another one if I have added it to one Central System? ........... 17
5.4 Can I manage a Remote Site's cameras the same as the current site's cameras? ............... 18
5.5 Can I store video files of Remote Site's camera in the Central System? .............................. 18
5.6 Why do my added Remote Sites turn to offline after switching transfer protocol? ............ 18
5.7 Why can't I add one Remote Site to Central System? .......................................................... 19
5.8 Can I add a site which is distributed deployed to the Central System? ............................... 19
Chapter 6 Recording Server Management ................................................................................. 20
6.1 How come the video files cannot be stored on the spare server when host server fails? ... 20
6.2 Why can't I search video files stored on the Recording Server? .......................................... 20
6.3 Why can't I play the video exactly as I searched? ................................................................ 20
6.4 What HikCentral functions does a Cloud Storage Server not support? ............................... 20
6.5 What HikCentral functions does a Hybrid SAN not support? ............................................... 21
6.6 What HikCentral functions does a pStor Cluster Service not support? ................................ 21
6.7 Why can't I adding a pStor or Cloud Storage Server to the system? .................................... 22
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Chapter 7 Event and Alarm ....................................................................................................... 23

7.1 How to add an alarm category and link a category to the alarm? ....................................... 23
7.2 How to set audible warnings with custom voice text? ........................................................ 23
7.3 Can the Central System receive an alarm when testing the alarm on the Remote Site? ..... 24
7.4 Why can't I configure fire source detection alarm for thermal camera? ............................. 25
7.5 Can I add an alarm of Person Amount More/Less than Threshold for resource groups on
Remote Site? .............................................................................................................................. 25
7.6 Why does the alarm's voice prompt keep ringing when logging into the Control Client? ... 26
7.7 What can I do if there are too many alarms to be acknowledged in the Alarm Center? ..... 26
7.8 Why my HikCentral cannot receive events, such as illegal parking, from traffic cameras?
.................................................................................................................................................... 27
7.9 Why the exported PDF file of alarm scheduled report contains garbage characters? ......... 27
7.10 A lag occurred or no response when receiving events or alarms. ..................................... 27
Chapter 8 Person Management ................................................................................................ 29
8.1 When getting persons from device, will the super card be synchronized to the system? ... 29
8.2 Why the new persons cannot be synchronized to the related access group? ..................... 29
8.3 Why can't I configure the person ID rules? .......................................................................... 29
Chapter 9 Face and Body Recognition ....................................................................................... 30
9.1 Will the device trigger multiple alarms if it recognizes one person in multiple groups? ..... 30
9.2 Failed to apply the face comparison group to DeepinMind series NVR ............................... 30
9.3 Why the detected face, which is not in any face comparison groups, is not displayed? ..... 30
9.4 Why can't I set face capture events for normal cameras accessed via DeepinMind? .......... 31
9.5 Why there is no camera available when applying face comparison groups to device? ....... 31
9.6 Why can't I search the captured pictures on Edge Facial Recognition Server? .................... 32
9.7 Can I set both facial and body recognition for one camera? ............................................... 33
9.8 Why the human body recognition doesn't work after I set the recognition type of a capture
camera as human body recognition? ......................................................................................... 33
Chapter 10 Access Control and Elevator Control ....................................................................... 34
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10.1 Why cards are still "To Be Applied" in Troubleshooting module even if I have successfully
applied them to devices before? ............................................................................................... 34
10.2 Can I view the access event statistics from access control devices which were installed in
different countries or regions? .................................................................................................. 34
10.3 Why can't I search some card-swiping events in access records? ...................................... 34
10.4 Failed to copy the parameters configured for the door station to the MinMoe access
control terminal ......................................................................................................................... 34
Chapter 11 Visitor Management ............................................................................................... 36
11.1 Failed to scan the QR code for self-service reservation. .................................................... 36
Chapter 12 Time and Attendance .............................................................................................. 37
12.1 Can I filter the attendance data by combined authentication mode? ............................... 37
12.2 Can I view the historical person information in the attendance records? ......................... 37
Chapter 13 Security Control ...................................................................................................... 38
13.1 Why can't I add the AX Pro security control panel to the platform? ................................. 38
13.2 Why can't I relate a speed dome with the radar for calibration? ...................................... 38
13.3 Why arming radar failed? .................................................................................................. 38
13.4 Can I control the siren of the wireless security control panel manually? .......................... 38
Chapter 14 Entrance and Exit .................................................................................................... 39
14.1 Can I search the records of vehicles entering or exiting parking lot within 3 months? ..... 39
14.2 How to connect alarm input and relay to the barrier gate? .............................................. 39
14.3 Why I cannot open the barrier gate manually? ................................................................. 39
14.4 Why the Control Client cannot receive the video intercom request from the entrance and
exit? ........................................................................................................................................... 40
14.5 Can I add the doors of the access control device which is already linked to a lane to an
access level? .............................................................................................................................. 40
Chapter 15 Smart Wall .............................................................................................................. 42
15.1 Why does error code 11116 occur when displaying live view on the smart wall? ............ 42
15.2 Can I add DS-C10S to the system as a decoding device and link it to a smart wall? .......... 42
15.3 Failed to add video wall controller (DS-C10S) to HikCentral .............................................. 42
15.4 What smart wall functions does a DS-6400HDI-T not support? ........................................ 43
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15.5 How many roaming windows can be opened on one window? ........................................ 43
15.6 Why the stream settings on the Web Client is conflict with those on the web page of
device configuration? ................................................................................................................ 43
15.7 Why can't I expand sub-windows? .................................................................................... 44
15.8 Why can't my network keyboard access the platform via domain name? ........................ 44
15.9 Why only one channel is supported for pre-monitoring in divided windows? .................. 44
15.10 Why it failed to use line feed for text? ............................................................................. 44
15.11 Why it failed to display fisheye expansion on smart wall? .............................................. 45
15.12 Why it failed to display the encrypted stream on the smart wall? .................................. 45
15.13 Why it failed to display the device added by domain on the smart wall? ....................... 45
15.14 Why the live view on smart wall fails but the playback is normal? ................................. 45
15.15 Can DS-1200KI and DS-1600KI keyboard log into HikCentral by domain name? ............. 46
15.16 Why can't the DS-1600KI keyboard log into HikCentral? ................................................. 46
15.17 Can I create a roaming window on the smart wall of graphic card? ................................ 46
15.18 I have changed the camera stream type, but it doesn't take effect. Why? ...................... 47
15.19 How to display my desktop on the smart wall? ............................................................... 47
15.20 Can I start playback in the alarm pop-up window? ......................................................... 48
15.21 Failed to open the window and set the window division, and received an error message
with error code "951" ................................................................................................................ 48
15.22 Why can't I set the roaming window division for the DS-C10S series decoding output?
.................................................................................................................................................... 48
15.23 Can I open 2 full-screen roaming windows for the DS-6900UDI series decoding output?
.................................................................................................................................................... 49
15.24 Why an error occurred when I opened a roaming window for BNC decoding output on
the Control Client? ..................................................................................................................... 49
15.25 Failed to enlarge and restore the window and received an error message with the error
code "23" ................................................................................................................................... 49
15.26 Why can't I drag the local signal source to other windows for use? ................................ 50
15.27 Failed to open the window and received an error message with the error code "29" .... 50
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15.28 The local signal source has been connected, but its status is displayed as disconnected on
the DS-6900UDI series decoder. Why? ...................................................................................... 50
15.29 Failed to display playback on the wall and failed to display live view on the wall by a
network keyboard. ..................................................................................................................... 50
Chapter 16 Map ........................................................................................................................ 51
16.1 How many times can I add one camera as a hot spot on maps? ....................................... 51
16.2 Why can't I view the GIS map on the Control Client? ........................................................ 51
16.3 Why can't I get any results when searching cameras in search field of GIS map? ............. 51
Chapter 17 Security .................................................................................................................. 52
17.1 How to set the minimum password strength? ................................................................... 52
17.2 How to reset another user account’s password? ............................................................... 52
17.3 Can I change the password for an added third-party device? ........................................... 52
Chapter 18 Live View and Playback ........................................................................................... 53
18.1 Failed to view live video via Google Chrome or Firefox browser ....................................... 53
18.2 Why can't I access the live view and playback on the device remote configuration page?
.................................................................................................................................................... 53
18.3 Why is no POS information displayed during live view or playback? ................................. 53
18.4 What is the difference between Public View and Private View? ....................................... 53
18.5 How to set a view group for view auto-switch? ................................................................. 54
18.6 Why there is no camera in area? ....................................................................................... 54
18.7 Why there is no alarm lamp appeared on the area icon when an alarm is triggered? ...... 55
18.8 Why there is no temperature overlaid on the video footage recorded in visual tracking?
.................................................................................................................................................... 55
18.9 How to view alarm-triggered video files during playback? ................................................ 55
18.10 How to view video files from the last 7 days? .................................................................. 56
18.11 Why is there no time period selection bracket when downloading video? ..................... 56
18.12 Why can't I play back the video files stored in the Hybrid SAN in reverse? ..................... 57
18.13 Why can't I view the camera's image thumbnails? .......................................................... 57
18.14 Why can't I enable fisheye expansion during live view or playback? ............................... 57
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18.15 Why can't I view live video from a device on the LAN via Remote Configuration? .......... 57
18.16 Can I add tags to the videos of Remote Site cameras? .................................................... 58
18.17 No vehicles related pictures but succeeded to get the vehicles passing records ............ 58
18.18 Failed to view live video in more than 4 windows with error code "SMS17" .................. 58
18.19 Failed to view live video when the WAN access was enabled ......................................... 59
18.20 Failed to view live video with error message "HCHetSDK4" ............................................ 59
18.21 Failed to view live video with prompt "Runtime exception. Secret key error." ................ 60
18.22 Failed to view live video or video is not fluent when hardware decoding enabled ......... 60
18.23 Why can't I view the real-time access records on the Control Client? ............................. 61
18.24 Can I add a patrol or pattern for the camera added by ONVIF protocol? ........................ 61
18.25 Why image flicks or confusing layout occur during live view or playback on Firefox under
Microsoft Windows 10? ............................................................................................................. 61
18.26 Why can't I play back videos stored in the Recording Server via the Streaming Server?
.................................................................................................................................................... 62
18.27 Failed to encrypt stream during live view by android body camera. ............................... 62
18.28 Failed to export time-lapse photography. ........................................................................ 62
18.29 Failed to get the scene list when configuring panorama tracking. .................................. 63
Chapter 19 Video Search .......................................................................................................... 64
19.1 Why can't I search and play back the motion detection's video footage? ......................... 64
19.2 Can I search POS transaction events on Remote Site cameras? ........................................ 64
19.3 Failed to export CVS file ..................................................................................................... 64
Chapter 20 Downloading Video Files ........................................................................................ 65
20.1 Failed to download video files when playing back with error prompt "SDK9" .................. 65
20.2 The video has no image or audio after it is downloaded in AVI format ............................. 65
20.3 Why the time of video in VSPlayer is inconsistent with the downloading time? ............... 65
Chapter 21 Intelligent Analysis Report ...................................................................................... 67
21.1 Failed to get BI report data and license plate information ................................................ 67
21.2 Why can't I generate a report for the resources on the Remote Site? .............................. 67
21.3 Why can't I generate a temperature report of a thermal camera? .................................... 67
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21.4 Can I search BI data occurred before the camera added to the system? ........................... 67
Chapter 22 Digital Signage ........................................................................................................ 69
22.1 Do DS-D60xxUN and DS-D60xxUH support emergency mustering programs? .................. 69
22.2 What are versions of databases required for the third-party integration? ........................ 69
Chapter 23 Interactive Flat Panel .............................................................................................. 70
23.1 Can I apply the text messages on schedule to all models of interactive flat panels? ........ 70
Chapter 24 IP Speaker .............................................................................................................. 71
24.1 Can I add the IP speaker to the platform via domain name? ............................................. 71
24.2 Why does a speaker unit pause for a while between playing two audio files during
scheduled broadcast? ................................................................................................................ 71
24.3 Why does the error code "10002" pop up when I am applying multiple audio files to a
speaker unit for scheduled broadcast? ...................................................................................... 71
24.4 Can another person and I speak via the same speaker unit at the same time? ................ 71
24.5 Why can't I upload audio files via Internet Explorer? ........................................................ 72
24.6 Why can't I broadcast the WAV audio file via a speaker unit? ........................................... 72
24.7 Why I failed to upload the broadcast recordings to the platform? .................................... 72
Chapter 25 Security Inspection ................................................................................................. 73
25.1 Can I access to a security inspection device installed in another country or region via the
platform or the Client? .............................................................................................................. 73
Chapter 26 Patrol Management ................................................................................................ 74
26.1 Patrol shifts do not start according to the schedule. ......................................................... 74
Chapter 27 Upgrade .................................................................................................................. 75
27.1 After upgrading the platform, some historical data are missing. ....................................... 75
27.2 Can customized software be upgraded to a new baseline version? .................................. 75
27.3 During the upgrade, a prompt shows notifying that SUP has expired. .............................. 75
27.4 How to upgrade a platform with a Rose hotspare? ........................................................... 75
27.5 How to upgrade the platform of versions earlier than V1.4 to V 2.x? ............................... 76
27.6 No enough disk space when upgrading the platform. ....................................................... 76
27.7 Some devices' do not work after upgrading the platform. ................................................ 76
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27.8 Will the pStor server be upgraded as well when upgrading HikCentral Platform? ............ 76
Chapter 28 Others .................................................................................................................... 77
28.1 Failed to import the HTTPS SSL certificate to the system .................................................. 77
28.2 Why can't I view the password of the database via the Web Client? ................................ 77
28.3 Why can't I use the API of the new function after upgrading the platform? ..................... 78
28.4 Can my database use Rose hot spare in the dual-server deployment mode? ................... 78
28.5 Why can't I receive notifications on a Huawei smart phone? ............................................ 78
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Chapter 1 Installation
1.1 What is Stream Server?
Question
What is the function of Stream Server? Do I have to install it?
Answer
Stream Server provides centralized forwarding of video and audio stream from device to clients.
When there are more than 200 cameras to be forwarded, you need to install the Stream Server
because the Streaming Gateway can serve for 200 cameras at maximum.
1.2 Why can't I install Streaming Service with SYS on the same PC?
Question
Why can't I install the Streaming Service together with the SYS service on the same PC or server?
Answer
SYS and Streaming Service can't be installed on the same PC or server because SYS service includes
the Streaming Gateway which serves the same function as Streaming Service.
1.3 Why can't the HikCentral installation package run?
Question
Why can't the HikCentral installation package run?
Reason
This might be caused by the following two reasons:
● Reason 1: The total installation package (including service and Clients) is not running with
administrator rights.
● Reason 2: The installation package is incomplete.
Solution
● For Reason 1: Run the total installation package (including service and Clients) as an
administrator.
● For Reason 2: Run a tool or command to check the MD5 of downloaded installation packet and
make sure the MD5 is same as the value on Hikvision software download page.
1
1.4 Why can't I run the system after I reinstalled it?
Question
I cannot run the system after I reinstalled it. Why?
Answer
You should reboot your PC or server if the installation wizard prompts you to do so after installing,
uninstalling, or repairing the system. The system may not be able to run after you reinstall it again
due to missing files.
1.5 Why is the service status is exceptional in Service Manager?
Question
Why is there an exclamation mark shown beside the service name in Service Manager, with the
port number is red and the status is Exceptional?
Reason
The port has been occupied by other program in the server.
Solution
Perform the following steps to solve this problem:
1. Find the process that occupied the corresponding port with the following method:
Enter the cmd page, enter netstat –ano|findstr port number to find the PID of the process that
occupied the port, and then enter tasklist|findstr PID number to find the related process name.
2. - If the process can be ended, end the process with customer's authorization. Then click
Restart All on the Service Manager to restart the service.
- If the process can not be ended, click the service name and edit a new port number in the
pop-up window. All services will be restarted automatically after the modification.
Note
If you modified the 80 and 443 ports, add the new port number after the IP address when
you log into the Web Client, for example: http://10.20.128.99:81.
1.6 Why does SYS service status keep switching between Starting and
Stopped?
2
Question
Why does the status of SYS service keep switching between Starting and Stopped status in Service
Manager?
Reason
Reason 1: The SYS server's hardware has changed, causing the license detection failure and the SYS
service starting failed.
Reason 2: The files under the directory of SYS have been damaged or lost.
Reason 3: The database does not work, or connecting to the database failed.
Solution
For reason 1: Stop services in watchdog, and then delete the fnood folder in Disk C, finally start
services and update license.
For reason 2: Please check the files under the directory of SYS. If they are damaged or lost, please
contact out technical supports to repair or restore the files.
For reason 3: Check the database status.
1.7 Can I run the Control Client on a virtual machine?
Question
Can I run the Control Client on a virtual machine?
Answer
No, you can't. The Control Client doesn't support running on virtual machine.
1.8 Failed to install the web control with prompt "NPF installation
failed"
Question
I tried to install the web control, but failed and received an error message "NPF installation failed".
Why?
Reason
This might caused by the following two reasons:
● The previous web controls have not been uninstalled completely.
● Other programs in the system occupied NPF.
3
Solution
● Make sure that the web controls that were previously installed are uninstalled completely.
● Quit NPF tools which use SADP (such as Wireshark, SADP, iVMS-4200, etc.). Then restart the
computer.
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Chapter 2 Login
2.1 Why can't I enter the Web Client's login page?
Question
Why can't I enter the Web Client's login page?
Reason
If Internet Explorer's security level is too high, the HikCentral Professional Web Client's JavaScript is
not allowed to be used by the browser and you cannot access the Web Client.
Solution
To fix this problem, you should add the HikCentral Professional's address to Internet Explorer's
trusted sites list:
1. Open Internet Explorer's Internet Options and enter the Security tab.
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Figure 2-1 Internet Options Window

2. Click Trusted sites and click Sites.
3. Add the address to the Trusted sites list.
2.2 Can I log into HikCentral with an IP address if it is configured with a

domain name?
Question
Can I log into HikCentral with an IP address if it is configured with a domain name?
Answer
No. If you have configured a domain name for HikCentral, you cannot log in with an IP address.
2.3 Can I use a proxy server via the web browser to access the system?
6
Question
Can I use a proxy server via the web browser to access the system?
Answer
No. The system doesn't support configuring a proxy server on the web browser to access
HikCentral.
2.4 Failed to log into HikCentral with error "vsm.dll[7]"
Question
In Rose redundancy mode, when the host SYS server switched to the spare SYS server, I failed to
log into HikCentral and received an error message "vsm.dll[7]". Why?
Reason
You have enabled the NGINX service on the host SYS server but not enabled it on the spare SYS
server. Since the Rose Replicator does not supervise the NGINX service, the NGINX service on the
spare SYS server cannot be started automatically, which causes the failure of login.
Solution
When installing HikCentral in Rose redundancy mode, manually start the NGINX services both on
the host SYS server and the spare SYS server.
2.5 Failed to log into HikCentral with prompt "Invalid token"
Question
Failed to log into HikCentral and received a prompt "Invalid token". Why?
Reason
The CPU model of the HikCentral server is not compatible, causing token encryption error.
Solution
Change the HikCentral server's CPU to mainstream models such as Intel Core, Xeon.
2.6 Failed to log into the Control Client with error code "VSM217"
Question
Failed to log into the Control Client and I received an error message with error code "VSM217".
Why?
7
Reason
The Control Client version is inconsistent with the HikCentral SYS server.
Solution
Install the Control Client of the same version as the HikCentral SYS server.
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Chapter 3 Activation and Deactivation
3.1 Failed to activate the system in online mode with error code "1103"
Question
I tried to activate the system in online mode, but failed and received an error message with error
code "1103". Why?
Reason
● Reason 1: The HikCentral SYS server could not connect to the license server.
● Reason 2: The license server is not available currently.
Solution
● For Reason 1: Make sure the HikCentral SYS server can connect to Internet when activating in
online mode.
● For Reason 2: Try online activation later.
● Try offline activation later.
3.2 Failed to activate the system in offline mode with prompt "Operation
timeout"
Question
I tried to activate the system in offline mode, but failed and received a message "Operation
timeout". Why?
Answer
The activation in offline mode will fail if the time offset between the SYS server's time and the
standard time is more than 24 hours.
You should change the SYS server's time to the standard time.
3.3 Failed to import response file when activating in offline mode (error
code: 1105)
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Question
I tried to import the response file to HikCentral when activating it in offline mode, but failed and
received an error message with error code "1105" and prompt "Operation is out of sequence.
Restart the operation". Why?
Reason
The imported response file does not match with the exported request file. It might be caused by
the following two reasons:
● Resaon 1: The activation is not completed within 24 hours after the request file exported from
HikCentral.
● Reason 2: You clicked repeatedly when exporting request file from HikCentral, which caused the
first request file invalid.
Solution
● For Reason 1: After you export the request file from HikCentral, please upload it to Hikvision
Official Website to get the response file within 24 hours and import it to HikCentral for
activation.
● For Reason 2: Do not click "Export the license request file" repeatedly when exporting the
request file from HikCentral.
3.4 Failed to activate the system with error code "1108"
Question
I tried to activate the system, but failed and received an error message with error code "1108".
Why?
Reason
● Reason 1: The license's activation code has been used by other HikCentral SYS server.
● Reason 2: The license version does not match with the current HikCentral version.
Solution
● For Reason 1: Deactivate the SYS server that has used the activation code, and then activate the
license on the new SYS server. If you can't find which server has used the license, please contact
our technical support.
● For Reason 2: Check whether the license version matches with the current system version. If not,
please apply for a new license.
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Question
Why?
Reason
You activated the expansion license without a base license.
Solution
Apply a base license and activate it first.
Question
Why?
Reason
HikCentral SYS server time has been modified.
Solution
Modify the server time as correct time.
Question
Why?
Reason
The number of resources in the current system exceeded the license limit.
Solution
Apply license according to the current number of resources.
3.8 License failed to take effect after being activated
11
Question
I activated the system successfully, but the license didn't take ffect and it couldn't be found in the
Web Client's license list. Why?
Reason
When both sale license and trial license exist in HikCentral, only sale license will take effect since its
priority is higher than trial license. As a result, the trial license will not take effect and couldn't be
found in the license list.
Solution
Confirm the type of license in current HikCentral is a sale license or a trial license, to ensure that
the license can be used normally.
3.9 Why I cannot use the system after I deactivate the license of
distributed deployment?
Question
My HikCentral Professional is activated by License of server distributed deployment. After I
deactivate this license, I cannot use all the functions of the system. Why?
Answer
If the system is activated by License of server distributed deployment, it cannot be switched to
centralized deployment anymore unless you uninstall the whole system and install again.
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Chapter 4 Device Management
4.1 How many encoding devices and cameras can be added to

HikCentral Professional?
Question
How many encoding devices and cameras can I add to one HikCentral Professional?
Answer
● Up to 2,048 encoding devices and 10,000 cameras can be added to one site.
● For one Central System (one site with Remote Site Management function and other Remote
Sites), up to 100,000 cameras can be imported from Remote Sites and managed in the Central
System.
4.2 Failed to configure device remotely via the Web Client
Question
Why can't I configure the device remotely via the Web Client after adding a third-party encoding
device to HikCentral?
Answer
● Check whether the device and the system are in the same domain. The device and system
should be in the same domain.
● Check whether the device supports web configuration. Remote configuration is only supported
by devices which supports web configuration.
● Check the web browser type and version. We recommend using IE10 or IE11 to log in to the Web
Client.
4.3 Which user name should I use when adding a Hybrid SAN?
Question
Which user name and password should I use when I add a Hybrid SAN to HikCentral?
Answer
Add Hybrid SANs to HikCentral via the admin account. When the password of nvr_admin user is
manually changed, the password of admin user will also be changed to the same one.
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4.4 Is the device's user name and password required when remote
configuration?
Question
When I perform remote configuration on the Web Client, some devices require a user name and
password for login while others do not. Why?
Answer
For devices with the following firmware versions and web versions, you are not required to input
the device's user name and password for remote configuration.
● Camera: Firmware Version V5.1.7 or above; Web Version V3.1.3.140508 or above.
● NVR: Firmware Version V3.0.13 or above; Web Version V3.0.4.150306 or above.
● DVR: Firmware Version V3.1.6 or above; Web Version V3.0.2.150509 or above.
● Encoder: Web Version V3.0.2.150509 or above.
4.5 Can I add an under vehicle surveillance system by domain name?
Question
Can I add an under vehicle surveillance system to HikCentral by domain name?
Answer
No. Adding under vehicle surveillance system by domain name is not supported.
4.6 Why are part of the ONVIF cameras offline after being added to
HikCentral?
Question
After I added ONVIF cameras to HikCentral, part of them were offline but could be viewed by ODM
tool. Why?
Reason
HikCentral uses the default port 80 to access the ONVIF devices, but some cameras' port might be
8000. The port inconsistency caused cameras' offline.
Solution
Perform the following steps:
14
● Check the cameras' port number in the Device service address of ODM tool.
● If the cameras' port number is 8000, edit the cameras' port number to 8000 in the Physical View
of HikCentral.
4.7 Why can't I configure A4H and G4 series mobile devices via the Web
Client?
Question
Why can't I configure A4H and G4 series mobile devices via the Web Client?
Answer
For A4H and G4 series mobile devices, configuring parameters of via the Web Client is not
supported.
4.8 Can I apply the time zone to the dock station from the platform?
Question
Can I apply the time zone to the dock station from the platform?
Answer
No. You cannot apply the time zone to the dock station from the platform running in Microsoft
Windows, or get the time zone from the dock station.
4.9 Can all devices be added to the platform via IPv6?
Question
Can all devices be added to the platform via IPv6?
Answer
No. Only encoding devices and face recognition terminals (DS-K1T673TDWX) are supported, and
these devices should access to the platform via Hikvision private protocol.
4.10 The solar camera does not turn online after the platform is
restarted.
Question
The solar camera does not turn online after the platform is restarted.
15
Reason
After restarting the platform, the solar camera will turn offline, so that the camera will turn asleep.
The time of turning online depends, but no more than 30 minutes are needed.
16
Chapter 5 Remote Site Management
5.1 What is Remote Site Management (RSM)?
Question
What is Remote Site Management (RSM)?
Answer
You can add other HikCentral System without an RSM module to a HikCentral system with an RSM
module (Central System) as Remote Site.
After adding a Remote Site to the platform, you can manage the Remote Site's cameras (such as
live view and playback) and add the Remote Site's configured alarms so that you can manage the
alarms via the Central System. You can also set the recording schedule for the Remote Sites'
cameras and store the recorded video files in the Central System's Recording Server.
5.2 Can I add a HikCentral (with RSM) to another HikCentral as a Remote

Site?
Question
Can I add a HikCentral (with RSM) to another HikCentral (with RSM) as a Remote Site?
Answer
No. You can only add HikCentral (without RSM) to the HikCentral (with RSM) as a Remote Site.
5.3 Can I add one HikCentral to another one if I have added it to one
Central System?
Question
If I have already added one HikCentral (without RSM) to the HikCentral (with RSM) as a Remote
Site, can I add it to other HikCentral (with RSM)?
Answer
No. One HikCentral (without RSM) can only be added to one HikCentral (with RSM) for central
management.
17
5.4 Can I manage a Remote Site's cameras the same as the current site's
cameras?
Question
After importing the Remote Sites' cameras to areas in Central System (site with RSM), can I manage
these cameras just the same as the current site's cameras?
Answer
No. For the cameras imported from Remote Sites, the following functions are NOT supported in a
Central System:
Configuration:
● Storing recorded video file in encoding device locally when configuring recording. You can only
store the video files in a Hybrid SAN or a Cloud Storage Server.

● Setting Remote Sites' cameras as related cameras when configuring alarms.
● Adding Remote Sites' cameras as hot spots on maps.
Operation:
● Two-way audio during live view.
● Adding tags to the video, locking video, and red triangle-mark on calendar during playback.
● Searching transaction events, ATM events by inputting card numbers in Video Search module.
● Displaying signal status in Health Monitoring module.
5.5 Can I store video files of Remote Site's camera in the Central System?
Question
Why can't I configure to store video files of a Remote Site's camera in the Central System's Hybrid
SAN or Cloud Storage Server?
Answer
For the Remote Sites added to the Central System by domain name or Remote Sites registered to
the Central System, HikCentral cannot store their cameras' video files in the Central System's
Hybrid SAN or Cloud Storage Server.
5.6 Why do my added Remote Sites turn to offline after switching

transfer protocol?
Question
Why do my added Remote Sites turn to offline after I switch the transfer protocol of the system
(with RSM) to HTTPS?
18
Answer
If you switch the transfer protocol to HTTPS for any sites (Remote Sites or site with RSM) in the
Central System, you should enable other sites' transfer protocols to HTTPS as well.
5.7 Why can't I add one Remote Site to Central System?
Question
The version of the Central System with Remote Site Management function is 1.4 and above. Can I
add a Remote Site the version of which is below 1.4 to this Central System?
Answer
No. The Remote site (version below 1.4) cannot be managed in the Central System (version 1.4 and
above).
5.8 Can I add a site which is distributed deployed to the Central System?
Question
Can I add a site which is distributed deployed to the Central System as a Remote Site?
Answer
No, the system with distributed deployment cannot be added as a Remote Site.
19
Chapter 6 Recording Server Management
6.1 How come the video files cannot be stored on the spare server when
host server fails?
Question
I have added two Hybrid SANs as Recording Server and built an N+1 hot spare system. When the
host server fails, how come the video files cannot be stored on the spare server?
Answer
Currently, the Hybrid SANs in the N+1 hot spare system should be in the same firmware version.
6.2 Why can't I search video files stored on the Recording Server?
Question
I have configured WAN access for HikCentral, but I still cannot search the video files stored in the
Recording Server via the Control Client on the WAN. Why?
Answer
If the Recording Server is deployed on the LAN, you should enable its WAN Access function before
you want to access it via WAN.
6.3 Why can't I play the video exactly as I searched?
Question
When I play back the video files stored on the Cloud Storage Server, it cannot play the video I
searched. Why?
Answer
HikCentral doesn't support different time zones between the added Cloud Storage Server and the
client (Web Client, Control Client, and Mobile Client). If the Cloud Storage Server and the clients
are in different time zones, it cannot play the videos exactly as you searched.
6.4 What HikCentral functions does a Cloud Storage Server not support?
20
Question
Are there any functions in HikCentral Professional that a Cloud Storage Server doesn't support as a
Recording Server?
Answer
Yes. The following functions are not supported by Cloud Storage Server:
● Storing video files of a 360° panoramic camera.
● VCA playback of video files stored in a Cloud Storage Server.
● Getting the Cloud Storage Server's recording status.
● Storing video files of devices added by domain name and devices added by Hik-Connect.
● Storing video files forwarded via Streaming Server added by domain name.
● Reverse playback (H.264+ and H.265+ stream). This function is not supported by pStor either.
6.5 What HikCentral functions does a Hybrid SAN not support?
Question
Are there any functions in HikCentral that a Hybrid SAN doesn't support as a Recording Server?
Answer
Yes. The following functions are not supported by Hybrid SAN:
● Storing video files of devices added by domain name and devices added by Hik-Connect.
● Storing video files forwarded via a Streaming Server added by domain name.
● Reverse playback of stored video files in H.264+, H.265, and H.265+ encoding formats.
6.6 What HikCentral functions does a pStor Cluster Service not support?
Question
What HikCentral functions does a pStor Cluster Service not support?
Answer
● Frame-extracting playback
● Thumbnail
● Motion detection recording
● Video search by time range and segment
● Video playback on the Web Client, accessing by iOS web browser
● Set stream type of video copyback (main stream by default).
21
Note
● The pStor Cluster Service cannot be installed on the same server with Application Data Server.
● The port 3306 cannot be occupied.
● The pStor Cluster Service, pStors, and SYS server should be in the same network domain.
● The pStor Cluster Service, pStors, devices, and clients should be in the same time zone.
● Only pStors of version 1.4 and later can connect to the pStor Cluster Service.
6.7 Why can't I adding a pStor or Cloud Storage Server to the system?
Question
Can I add a pStor (version 1.2) or a Cloud Storage Server (version 2.0) to the system (version 1.4
and above)?
Answer
No. HikCentral Professional (version 1.4 and above) only supports pStor (version 1.3 and above)
and Cloud Storage Server (version 2.2.4, 3.0.5 and above).
22
Chapter 7 Event and Alarm
7.1 How to add an alarm category and link a category to the alarm?
Question
How do I add alarm categories and link the added categories to the alarms?
Answer
Perform the following steps to add an alarm category:
1. Enter the HikCentral Web Client.
2. Click Event & Alarm → Alarm → Alarm Settings to enter the alarm settings page.
3. Click Add on the Alarm Category field and add the customized alarm category.
4. Select a number for the alarm category.
Note
Up to 25 alarm categories can be added.
5. Input a name for the alarm category as desired.
6. Click Save to add the alarm category.
Perform the following steps to link a category to an alarm:
1. Enter the HikCentral Control Client.
2. Click Alarm Center → Alarm to enter the Alarm Center page.
3. Click the alarm name.
4. Select one alarm category in the pop-up window.
7.2 How to set audible warnings with custom voice text?
Question
How do I set the Control Client's audible warning with a custom voice text for triggered alarms?
Answer
Perform the following steps to set audible warning with custom voice text:
1. Enter the Web Client and enter Event & Alarm.
2. In the alarm details page, set Trigger Audible Warning switch to ON.
3. Input voice text as desired.
23
Figure 7-1 Trigger Audible Warning

4. Enter the Control Client and enter System → Alarm Center page.
Figure 7-2 System Settings: Alarm Center

5. Select Voice Engine to enable.
Note
The OS must support the voice engine function.
7.3 Can the Central System receive an alarm when testing the alarm on
the Remote Site?
Question
In the Central System, after configuring to receive an alarm from a Remote Site, if I test the alarm
configuration on the Remote Site, can the Central System receive an alarm?
Answer
No. The test alarm on the Remote Site cannot trigger the alarm in the Central System after you
enable the Receive Alarm from Site function.
24
7.4 Why can't I configure fire source detection alarm for thermal
camera?
Question
I tried to configure an fire source detection alarm for thermal camera, but I couldn't find this alarm
name in the alarm list. Why?
Reason
The thermal camera's VCA resource type was not set as Dynamic Fire Source Detection.
Solution
Perform the following steps to configure thermal camera's VCA resource type as Dynamic Fire
Source Detection:
1. Enter thermal camera's web page.
2. Click Configuration → Advanced Configuration → System → VCA Resource Type to enter the
VCA Resource Configuration page.
3. Select Dynamic Fire Source Detection.
Figure 7-3 Set VCA Resource Type

4. Click Save.
7.5 Can I add an alarm of Person Amount More/Less than Threshold for
resource groups on Remote Site?
25
Question
Can I add an alarm of Person Amount More/Less than Threshold for the resource groups on
Remote Site?
Answer
No. You cannot add alarms for the resource groups on the managed Remote Sites.
7.6 Why does the alarm's voice prompt keep ringing when logging into
the Control Client?
Question
Why does the alarm's voice prompt keep ringing when logging into the Control Client?
Answer
If the alarm that occurred at the last login is not acknowledged, the voice prompt will keep ringing
until the alarm is acknowledged.
7.7 What can I do if there are too many alarms to be acknowledged in

the Alarm Center?
Question
There are too many alarms to be acknowledged in the Alarm Center. What can I do?
Answer
You can select multiple alarms and click Batch Acknowledge to acknowledge them in a batch. Up
to 100 alarms can be acknowledged for one time.
Figure 7-4 Batch Acknowledgement
26
7.8 Why my HikCentral cannot receive events, such as illegal parking,

from traffic cameras?
Question
Why my HikCentral cannot receive events, such as illegal parking, wrong-way driving, from the
traffic cameras?
Answer
For the traffic cameras connected to the system via an NVR which is added to the system directly,
the system cannot receive the following events from the traffic cameras:
● Illegal Parking
● Wrong-Way Driving
● Driving on the Lane Line
● Illegal Lane Change
● Motor Vehicle on Non-Motor Vehicle Lane
● Illegal U-Turn
7.9 Why the exported PDF file of alarm scheduled report contains
garbage characters?
Question
Why the exported PDF file of alarm scheduled report contains garbage characters?
Answer
When creating scheduled report, the report language should be same to that of operating system.
7.10 A lag occurred or no response when receiving events or alarms.
Question
A lag occurred or no responding when receiving events or alarms.
Reason
No more than 20 events or alarms with pictures can be sent to the Web Client per second. More
than 20 may cause a lag or no response.
27
Solution
When the number of events or alarms with pictures sent to the Web Client per second exceeds 20,
stop subscribing to the event and alarm notification, and a pStor server storing pictures is
recommended for s smoother running.
28
Chapter 8 Person Management
8.1 When getting persons from device, will the super card be
synchronized to the system?
Question
When getting person information from device, will the persons' super card information on the
device be synchronized to the system?
Answer
No. The super card and card for physically challenged information stored on the device cannot be
synchronized to the system.
The normal credentials, credentials under duress, and credentials for dismiss can be synchronized
to the system.
8.2 Why the new persons cannot be synchronized to the related access
group?
Question
I have related one person group with one access group. After I add new persons into this person
group, why the new persons cannot be synchronized to the related access group?
Answer
Please check whether the number of persons in the related access group has reached the upper
limit.
8.3 Why can't I configure the person ID rules?
Question
Why can't I configure the person ID rules?
Answer
You can configure the person ID rules only when the person list is empty (i.e., before adding the
first person).
29
Chapter 9 Face and Body Recognition
9.1 Will the device trigger multiple alarms if it recognizes one person in
multiple groups?
Question
If one person's picture is added to multiple face comparison groups and these groups are applied
to one face identification device, and are all configured as face matched or mismatched alarms, will
it trigger multiple alarms when the face identification device recognizes the person?
Answer
No. It will only trigger one alarm.
9.2 Failed to apply the face comparison group to DeepinMind series NVR
Question
After adding capture cameras to HikCentral via an DeepinMind series NVR, I failed to apply the face
comparison groups to the NVR. The cameras' face comparison function can not be enabled on the
web page of the NVR. Why?
Reason
For capture cameras connected to DeepinMind series NVR, the face comparison function only can
be enabled after being bound to the engine in human face mode in the NVR.
Solution
1. Use a monitor to directly connect to DeepinMind series NVR to enter the NVR's local page.
Enter Smart Analysis → Engine Configuration , set one of engines' working mode as Picture
Recognition - Human Face . Then the camera will be bound to the engine automatically.
2. Enable the capture camera's face comparison function in the web page of the DeepinMind
series NVR, then HikCentral can apply the face comparison groups to the NVR.
9.3 Why the detected face, which is not in any face comparison groups,
is not displayed?
30
Question
During live view of face capture cameras, only the faces in the face comparison groups can be
displayed in the comparison result. The faces that are not in the face comparison group can't be
displayed if detected. Why?
Reason
The cameras hasn't enabled the function of Upload to monitoring center when comparison
failed .
Solution
Perform the following steps to enable this function:
1. Enter the web page of the face capture camera:
2. Click Configuration → Event → Face Comparison to enter the Face Comparison page.
3. Select Upload to monitoring center when comparison failed.
9.4 Why can't I set face capture events for normal cameras accessed via
DeepinMind?
Question
I added normal cameras to DeepinMind series NVR and enabled face capture function for them. I
added this NVR to HikCentral and import these cameras to the system. But I can't find face capture
event in the event list when adding a event for these cameras. Why?
Reason
These normal cameras do not support the face capture function.
Solution
Please use capture cameras.
9.5 Why there is no camera available when applying face comparison

groups to device?
Question
Why there is no camera available when applying face comparison groups to DeepinView and
DeepinMind device?
Answer
Please make sure you have set the cameras of these devices as facial recognition cameras in
License Details (the same as ANPR cameras and thermal cameras).
31
Figure 9-1 License Details
9.6 Why can't I search the captured pictures on Edge Facial Recognition
Server?
Question
Why can't I search the captured pictures on Edge Facial Recognition Server?
Answer
For HikCentral Professional V1.7 and later versions, the Edge Facial Recognition Server of firmware
version 1.2 doesn't support captured pictures search.
32
9.7 Can I set both facial and body recognition for one camera?
Question
Can I set both facial and body recognition for one camera linked to the DeepinMind Server?
Answer
No. You can set facial recognition or human body recognition as the recognition type for one
camera linked to the DeepinMind Server.
9.8 Why the human body recognition doesn't work after I set the
recognition type of a capture camera as human body recognition?
Question
Why the human body recognition doesn't work after I add a capture camera to a DeepinMind
Server and set the recognition type as human body recognition?
Answer
For the capture camera linked to the DeepinMind Server, you can only set the recognition type as
facial recognition.
For the DeepinView cameras, you can only set recognition type as human body recognition.
33
Chapter 10 Access Control and Elevator Control
10.1 Why cards are still "To Be Applied" in Troubleshooting module even
if I have successfully applied them to devices before?
Question
Why cards are still "To Be Applied" in Troubleshooting module even if I have successfully applied
them to devices before?
Answer
The device to be applied to may mange access levels based on card. If the information related to
the card is failed to be applied, it will also be displayed in the card applying status.
10.2 Can I view the access event statistics from access control devices
which were installed in different countries or regions?
Question
Can I view the access event statistics from access control devices which were installed in different
countries or regions?
Answer
No. You cannot view the access event statistics from access control devices in multiple time zone.
10.3 Why can't I search some card-swiping events in access records?
Question
Why can't I search some card-swiping events in access records?
Answer
Access records are saved every one minute. If the service stops in a certain minute, records during
that minute will lose.
10.4 Failed to copy the parameters configured for the door station to the
MinMoe access control terminal
34
Question
I failed to copy the parameters configured for the door station to the MinMoe access control
terminal. Why?
Answer
Devices of the same type but of different models have different capabilities. When the parameters
you configured exceeded the limit, you fail to copy the parameters of one device to another device
which is of a different model.
35
Chapter 11 Visitor Management
11.1 Failed to scan the QR code for self-service reservation.
Question
Failed to scan the QR code for self-service reservation. Why?
Answer
When the transfer protocol between the Web Client and the server is HTTPS, some third-party
software (Android: WeChat and TikTok; iOS: WeChat, Tencent QQ, TikTok, and UC Browser) do not
support scanning the QR codes for self-service reservation due to security restrictions.
36
Chapter 12 Time and Attendance
12.1 Can I filter the attendance data by combined authentication mode?
Question
Can I filter the attendance data by combined authentication mode (e.g., card + fringerprint)?
Answer
No. The attendance data can only be filtered by single authentication mode.
12.2 Can I view the historical person information in the attendance

records?
Question
Can I view the historical person information in the attendance records?
Answer
No. The person information in the attendance records will be refreshed timely. When a person is
moved to other person group, to which the organization information is related will be displayed in
the attendance records.
37
Chapter 13 Security Control
13.1 Why can't I add the AX Pro security control panel to the platform?
Question
Why can't I add the AX Pro security control panel to the platform?
Answer
You can only add AX Pro security control panel to the platform in Hikvision ISUP protocol.
13.2 Why can't I relate a speed dome with the radar for calibration?
Question
Why can't I relate a speed dome with the radar for calibration?
Answer
For 120 m security radar, only the speed dome added by the speed dome's admin account can be
related to the radar for calibration.
13.3 Why arming radar failed?
Question
When I try to arm the security radar, it prompts "Arming failed". Why?
Answer
Make sure there is no one moving inside the zones of the radar, or arming will fail.
13.4 Can I control the siren of the wireless security control panel
manually?
Question
Can I control the siren of the wireless security control panel manually?
Answer
No. You cannot manually control the siren of the wireless security control panel, or manually
control wireless siren of the hybrid security control panel.
38
Chapter 14 Entrance and Exit
14.1 Can I search the records of vehicles entering or exiting parking lot
within 3 months?
Question
Can I search the records of vehicles entering or exiting parking lot within 3 months?
Answer
No. When searching vehicles entering or exiting the parking lot, the time period you set should
contain no more than 31 days.
14.2 How to connect alarm input and relay to the barrier gate?
Question
How to connect alarm input of capture unit and relay of video intercom/access control device to
the barrier gate?
Answer
Connection for Opening Barrier Gate
● For capture unit, connect Alarm Input 1 of the capture unit to the Rise interface of barrier gate.
● For access control device or video intercom device, connect Relay 1 of the device to the Rise
interface of barrier gate.

Connection for Closing Barrier Gate
● For capture unit, connect Alarm Input 2 of the capture unit to the Fall interfaces of barrier gate.
● For access control device or video intercom device, connect Relay 2 of the device to the Fall
interfaces of barrier gate.
14.3 Why I cannot open the barrier gate manually?
Question
Why I cannot open the barrier gate manually?
Answer
If you set a 4-series or 7-series camera as the capture unit and set capture unit for barrier control,
and the 4-series or 7-series camera is added to the system directly, not via an NVR, you cannot
perform opening barrier manually.
39
14.4 Why the Control Client cannot receive the video intercom request
from the entrance and exit?
Question
Why the Control Client cannot receive the video intercom request from the entrance and exit?
Answer
If you have set video intercom device for the lanes in the parking lot, the system will not apply the
SIP server information to the device automatically. If you have enabled SIP server settings with
other tools, you cannot receive video intercom request of this video intercom device via the
Control Client.
14.5 Can I add the doors of the access control device which is already
linked to a lane to an access level?
Question
Can I add the doors of the access control device which is already linked to a lane in the entrance
and exit to the access level for access control?
Answer
No.
If the access control device is already linked to the lane (in the lane details page, as shown in the
picture below), the doors of this device cannot be used for access control.
40
Figure 14-1 Link an Access Control Device to Lane
41
Chapter 15 Smart Wall
15.1 Why does error code 11116 occur when displaying live view on the
smart wall?
Question
When I want to display live view on the smart wall, it displays an error message with error code
11116. What's going on?
Answer
If you add a decoding device in WAN, you must enable the SYS server's WAN access and set its
network parameters, or displaying live view and alarm on smart wall will fail and display error code
11116.
To enable the WAN access function, log into the Web Client and enter System → Network → WAN
Access .
15.2 Can I add DS-C10S to the system as a decoding device and link it to
a smart wall?
Question
Can I add a video wall controller (DS-C10S series) to the system as a decoding device and link it to a
smart wall? What smart wall functions does a DS-C10S not support?
Answer
Yes. The following HikCentral smart wall functions are NOT supported by the DS-C10S series video
wall controller:
● Opening a roaming window on the sub window after window division.
● Setting a window division when the window is overlapped by a roaming window.
● Setting a roaming window’s window division.
15.3 Failed to add video wall controller (DS-C10S) to HikCentral
Question
I tried to add video wall controller (DS-C10S) to HikCentral, but failed and received an error
message "The device doesn't support token authentication mode by shared key". Why?
42
Reason
The video wall controller's current version does not support token authentication.
Solution
Upgrade the video wall controller's firmware to V3.0.4, and then add it to HikCentral.
15.4 What smart wall functions does a DS-6400HDI-T not support?
Question
What smart wall functions does a DS-6400HDI-T series decoder not support?
Answer
Enlarging the sub window after window division is not supported by DS-6400HDI-T series.
15.5 How many roaming windows can be opened on one window?
Question
For each decoding output, how many roaming windows can be opened on one window (called
base window) linked with one decoding output?
Answer
It varies depending on difference devices.
● For video controller DS-C10S series:
○ In Normal mode, up to 16 windows can be opened and overlapped on the base window. The
total area of the opened windows should be no more than 4 times of the area of the base
window.
○ In Tile mode, up to 8 windows can be opened on the base window and they cannot be
overlapped.
● For decoder DS-6900UDI series, up to 36 windows can be opened and overlapped on the base
window. The total area of the opened windows should be no more than 3 times of the area of
the base window.
● For decoder DS-6400HDI-T series, up to 16 windows can be opened and overlapped on the base
window. The total area of the opened windows should be no more than 3 times of the area of
the base window.
15.6 Why the stream settings on the Web Client is conflict with those on
the web page of device configuration?
43
Question
Why the stream settings on the Web Client is conflict with those on the web page of device
configuration?
Answer
Just set the parameters through one method.
15.7 Why can't I expand sub-windows?
Question
Why can't I expand sub-windows?
Answer
Device of B20 not supported.
15.8 Why can't my network keyboard access the platform via domain
name?
Question
Why can't my network keyboard access the platform via domain name?
Answer
Only support the device (1100K, 1200K, 1105K, and 1600K) accessing the platform via IP address.
15.9 Why only one channel is supported for pre-monitoring in divided

windows?
Question
Why only one channel is supported for pre-monitoring in divided windows?
Answer
You can modify the window setting via the platform. However, if a window is divided into multiple
ones, the effect of pre-monitoring multiple channels at the same time is not that good, which may
affect the performance of the PC.
15.10 Why it failed to use line feed for text?
44
Question
Why it failed to use line feed for text?
Answer
The device should be B30S.
15.11 Why it failed to display fisheye expansion on smart wall?
Question
Why it failed to display fisheye expansion on smart wall?
Answer
Decoding devices do not support fisheye expansion.
15.12 Why it failed to display the encrypted stream on the smart wall?
Question
Why it failed to display the encrypted stream on the smart wall?
Answer
Not support decoding devices of C30S, C31S, B30, B31, B20, B21, C21N, and C22N.
15.13 Why it failed to display the device added by domain on the smart
wall?
Question
Why it failed to display the device added by domain on the smart wall?
Answer
Not support decoding devices of C30S, C31S, B30, B31, B20, B21, C21N, and C22N.
15.14 Why the live view on smart wall fails but the playback is normal?
Question
When the decoding device and Control Client are in LAN and encoding devices are in WAN, the live
view on smart wall fails but the playback is normal. Why?
45
Reason
In this case, the decoding device gets video stream directly via the encoding devices. If the
decoding device cannot access to WAN, the live view on smart wall fails. While the playback on
smart wall is forced to pass through Streaming Gateway, so it succeeded.
Solution
Configure correct gateway address for the decoding device to make it able to access WAN.
15.15 Can DS-1200KI and DS-1600KI keyboard log into HikCentral by

domain name?
Question
Can the DS-1200KI and DS-1600KI keyboard log into HikCentral by domain name or Windows
domain name?
Answer
No. DS-1200KI and DS-1600KI can log into HikCentral by IP address only.
15.16 Why can't the DS-1600KI keyboard log into HikCentral?
Question
The DS-1600KI keyboard can't log into HikCentral, but the keyboard proxy server works normally
and I can visit the HikCentral Web Client normally. Why?
Reason
There is no smart wall authority in the license.
Solution
Apply license with smart wall module.
15.17 Can I create a roaming window on the smart wall of graphic card?
Question
Can I create a roaming window on the smart wall of graphic card?
Answer
No. Roaming window is only supported by smart wall (decoding device).
46
15.18 I have changed the camera stream type, but it doesn't take effect.
Why?
Question
I have changed the default stream type for cameras on Smart Wall, but it doesn't take effect. Why?
Answer
You need to restart the live view on the Smart Wall and then the stream type will be switched to
the one you set on the Web Client.
15.19 How to display my desktop on the smart wall?
Question
How to display my desktop on the smart wall?
Answer
1. Contact our technical support to get the installation package of RSC server, which is for remote
system control.
2. Install the RSC server on your PC.
Note
- The operating system of your PC should be Microsoft® Windows 7 or 8.1.
- Microsoft® Windows 10 and Windows Server OS are not supported.
3. Set a password for RSC server.
Caution
The password strength of the device can be automatically checked. We highly recommend you
change the password of your own choosing (using a minimum of 8 characters, including at least
three kinds of following categories: upper case letters, lower case letters, numbers, and special
characters) in order to increase the security of your product. And we recommend you change
your password regularly, especially in the high security system, changing the password monthly
or weekly can better protect your product.
Proper configuration of all passwords and other security settings is the responsibility of the
installer and/or end-user.
4. On the Web Client, enter Physical View → Encoding Device and add your PC (regarded as an
encoding device) where the RSC server is installed to HikCentral Professional by IP address.
47
Note
When adding the PC to HikCentral Professional, the default port number is 8000, and the
password should be the same with the one configured on RSC server in Step 3.
5. On the Web Client, enter Logical View → Cameras to add the virtual camera of the PC to area,
6. On the Control Client, click Monitoring to enter the Monitoring module.
7. Click Logical Resource tab, hover the cursor on the name of the virtual camera of your PC, click
→ Display on Smart Wall , and select a smart wall to display the desktop on the smart wall.
Note
- The virtual camera's icon will turn to , and your desktop will be displayed on the smart
wall.
- Only main stream is supported.
15.20 Can I start playback in the alarm pop-up window?
Question
Can I start playback in the alarm pop-up window?
Answer
No. The alarm pop-up window does not support playback.
15.21 Failed to open the window and set the window division, and
received an error message with error code "951"
Question
I failed to open the window and set the window division, and received an error message with error
code "951". Why?
Answer
The number of windows on the decoding device exceeded the upper limit. Different device models
support different number of sub-windows.
15.22 Why can't I set the roaming window division for the DS-C10S
series decoding output?
Question
Why can't I set the roaming window division for the DS-C10S series decoding output?
48
Answer
When the decoding output is not cascaded, the number of sub-windows overlapped by each
decoding output is limited. For example, you cannot open the roaming window in the sub-window
area of 4-Window and above; you cannot set division for windows overlapped by the roaming
window.
15.23 Can I open 2 full-screen roaming windows for the DS-6900UDI

series decoding output?
Question
Can I open 2 full-screen roaming windows for the DS-6900UDI series decoding output?
Answer
No. There is an upper limit to the total area of sub-windows supported by single decoding output.
For the DS-6900UDI/DS-6400-T series decoding output, up to 1 full-screen roaming window is
supported; for the DS-C10S-T series decoding output, up to 2 full-screen roaming windows are
supported.
15.24 Why an error occurred when I opened a roaming window for BNC
decoding output on the Control Client?
Question
Why an error occurred when I opened a roaming window for BNC decoding output on the Control
Client?
Answer
The BNC decoding output linked to the platform can only open the full-screen roaming window.
15.25 Failed to enlarge and restore the window and received an error
message with the error code "23"
Question
I failed to enlarge and restore the window and received an error message with the error code "23".
Why?
Answer
Some types of decoding devices do not support enlarging and restoring sub-windows.
49
15.26 Why can't I drag the local signal source to other windows for use?
Question
Why can't I drag the local signal source to other windows for use?
Answer
The local signal source of some decoders cannot be dragged to multiple windows simultaneously.
15.27 Failed to open the window and received an error message with
the error code "29"
Question
I failed to open the window and received an error message with the error code "29". Why?
Answer
You cannot open the window for decoding output of 4 K and other resolutions simultaneously.
15.28 The local signal source has been connected, but its status is
displayed as disconnected on the DS-6900UDI series decoder. Why?
Question
The local signal source has been connected, but its status is displayed as disconnected on the
DS-6900UDI series decoder. Why?
Answer
For the DS-6900UDI series decoder, displaying local signal source is not supported.
15.29 Failed to display playback on the wall and failed to display live
view on the wall by a network keyboard.
Question
Failed to display playback on the wall and failed to display live view on the wall by a network
keyboard.
Solution
For V2.3 and above, the functions are available after upgrading the patch pack of the network
keyboard.
50
Chapter 16 Map
16.1 How many times can I add one camera as a hot spot on maps?
Question
Can I add one camera repeatedly as multiple hot spots on the map?
Answer
One camera can be added for only once on a single map, and one camera can be added as a hot
spot on up to 6 maps.
16.2 Why can't I view the GIS map on the Control Client?
Question
I have configured the GIS map via the Web Client, but I still cannot view the GIS map on the Control
Client. Why?
Answer
You should enable DirectDraw on the computer which runs the Control Client. To check if your
computer has enabled DirectDraw, run cmd.exe as an administrator and enter dxdiag.
16.3 Why can't I get any results when searching cameras in search field
of GIS map?
Question
Why can't I get any results when searching cameras in the search field of the GIS map?
Reason
The search field in the GIS map adopts the interface of Google Map. So you cannot search the
camera in this way.
Solution
You can search the camera in the following way:
1. On the Web Client, drag the camera hot spot to the GIS map.
2. Enter the Monitoring module of the Control Client, enter the keyword of the camera name in
the search field above the resource tree on the left of the page.
3. In the search results, click the location icon beside the camera name, and the target camera's
location will be shown on the map.
51
Chapter 17 Security
17.1 How to set the minimum password strength?
Question
How can I set the system's minimum password strength?
Answer
HikCentral provides three types of password strength, i.e., Weak, Medium, and Strong. By default,
the minimum password strength is Medium.
You can access the Web Client and enter Security → Security Settings , check the definition for
each type of password strength and select one optionally.
17.2 How to reset another user account’s password?
Question
For Admin user, how can I reset a normal user's password?
Answer
To reset a password, you can access the Web Client and perform the following steps:
1. Enter Security → Users .
2. Click the user's user name to enter the user details page.
3. Click Reset to reset the user's password to the default one.
17.3 Can I change the password for an added third-party device?
Question
I have added a third-party encoding device to HikCentral, but I can't change its password via the
Web Client. Why?
Answer
You can only change the password for Hikvision device. Devices added via ONVIF protocol do not
support this function.
52
Chapter 18 Live View and Playback
18.1 Failed to view live video via Google Chrome or Firefox browser
Question
Failed to view live video via Google Chrome or Firefox browser but succeeded via Internet Explorer.
Why?
Reason
For the web browser except Internet Explorer, the Web Client adopts port number 559 for live
view. In this case, the 559 port of Streaming Gateway or Streaming Server may not be accessible.
Solution
Open port number 559 on firewall, or map the port to WAN.
18.2 Why can't I access the live view and playback on the device remote
configuration page?
Question
Why can't I access the live view and playback on the device remote configuration page?
Answer
If you access the device remote configuration page from the Web Client or Control Client, and the
web browser is Google Chrome, you cannot access the functions such as live view, playback, OSD
settings, local configuration, etc.
18.3 Why is no POS information displayed during live view or playback?
Question
Why can't I see any POS transaction information on the live view or playback window after I enable
GPU decoding on the Control Client.
Answer
POS information display is not available when GPU decoding is enabled.
18.4 What is the difference between Public View and Private View?
53
Question
What's the difference between Public View and Private View?
Answer
Any user logged in to HikCentral can see the views in Public View and perform related operations.
Only the user who created the view can see the views in Private View and perform related
operations.
18.5 How to set a view group for view auto-switch?
Question
How do I set a view group for view auto-switch?
Answer
Perform the following steps to set a view group:
1. Open the HikCentral Control Client and enter the Monitoring page.
2. Click to enter the view mode.
3. Click to add a view group.
4. Click to create a new view.
The new view is in 4-window mode by default.
5. Click and select the window division type for the new view.
6. Click to enter the area mode.
7. Drag the camera to the display window, or double-click the camera name after selecting the
display window to start the live view.
8. Click Save to save the new view.
9. Drag the custom view group to a display window.
The views belongs to the view group will start switching automatically.
18.6 Why there is no camera in area?
Question
Why does the prompt "There is no camera in this area." pop up when I double-click an area for live
view or playback?
Answer
Make sure the cameras belong directly to the area instead of its child area. The cameras added to a
child area are not available for the parent area.
54
18.7 Why there is no alarm lamp appeared on the area icon when an
alarm is triggered?
Question
In the resource tree, an alarm is triggered by the resource in the sub area, but there is no alarm
lamp icon appeared on its parent area's icon. Why?
Answer
For better performance of the Control Client, after you launch the Control Client, if you haven't
expanded the sub-areas of the parent area yet, when an alarm is triggered on the resource in the
sub-area, there will be no alarm lamp icon displayed on its parent area node.
Figure 18-1 Alarm Lamp Icon on Sub Area Node

After you expand the sub-area nodes in the resource tree, if an alarm is triggered on the resource
in the sub-area again, an alarm lamp icon will display on both parent area node and sub-area node.
Figure 18-2 Alarm Lamp Icons on Both Parent Area and Sub Area Nodes
18.8 Why there is no temperature overlaid on the video footage

recorded in visual tracking?
Question
Why there is no temperature information overlaid on the video footage recorded in visual tracking
mode?
Answer
In visual tracking mode, the video footage recorded manually will not contain VCA information,
such as temperature, detection frame, line-crossing line, etc.
18.9 How to view alarm-triggered video files during playback?
55
Question
How do I search and view the alarm-triggered video files of a specified camera on the Control
Client during playback?
Answer
Perform the following steps to search and view the alarm-triggered video files.
1. Open the HikCentral Control Client and enter the Monitoring page.
2. Switch to Playback mode.
3. Drag the specified camera to the display window, or double-click the camera to start playback.
4. Click on the toolbar to select the date and time to search the video files.
5. Click on the left side of the playback toolbar to select Event Recording. The alarm-triggered
video files will be filtered and played.
18.10 How to view video files from the last 7 days?
Question
How can I view the video files from the last 7 days?
Answer
You can perform one of the followings to check the recorded video files on a certain day or during
a certain period.
● Enter the Monitoring module of the HikCentral Control Client and switch to Playback mode.
Drag the slider on the timeline bar to play the video at the specific time.
● Enter the Video Search → Video Clip module of the HikCentral Control Client.
Select Segment as a search type and Last Week as the search time.
18.11 Why is there no time period selection bracket when downloading

video?
Question
Why can't I see the bracket (in yellow or orange color) for selecting downloading time period on
the timeline bar when I want to download a video clip during playback?
Answer
Check the time and time zone of both your storage device and camera to make sure they are
synchronized.
56
18.12 Why can't I play back the video files stored in the Hybrid SAN in
reverse?
Question
I cannot play back the video files stored in the Hybrid SAN in reverse. Why?
Answer
Reverse playback of video files stored in a Hybrid SAN is not supported for streams in H.264+, H.
265, and H.265+ encoding formats.
18.13 Why can't I view the camera's image thumbnails?
Question
Why cannot I view the camera's image thumbnails event though I have enabled this function?
Answer
The thumbnails are not supported in the followings situations:
● The camera is imported from a Remote Site and the Remote Site is offline
● The camera is imported from a Remote Site and the Remote Site's version is earlier than V1.3.
● The channel is channel-zero.
18.14 Why can't I enable fisheye expansion during live view or playback?
Question
I cannot enable fisheye expansion during live view or playback. Why?
Answer
There are two situations that do not support fisheye expansion:
● The Control Client doesn't support fisheye expansion after enabling GPU expansion.
● Direct3D must be enabled on your PC. To check if your PC has Direct3D enabled, run cmd.exe in
administrator mode and input dxdiag.
18.15 Why can't I view live video from a device on the LAN via Remote
Configuration?
57
Question
In the device's Remote Configuration page on the Web Client, I can't view live video of the device
which is deployed on the LAN. Why?
Answer
When the devices are deployed on the LAN, you cannot perform live view when accessing the
device's Remote Configuration page via the Web Client on the WAN.
18.16 Can I add tags to the videos of Remote Site cameras?
Question
Can I add tags to the videos of Remote Site cameras?
Answer
No. For the cameras imported from Remote Sites, you cannot add tags to the video files.
18.17 No vehicles related pictures but succeeded to get the vehicles

passing records
Question
During live view, I could get the vehicles passing records but failed to get vehicles related pictures.
Why?
Reason
Check if the ANPR camera is imported to the system via an NVR. NVR only supports uploading
pictures which are smaller than 512 KB to the system.
Solution
Adjust the size of the camera's captured pictures to make them smaller than 512 KB.
18.18 Failed to view live video in more than 4 windows with error code
"SMS17"
Question
Succeeded to view live video in 1-window but failed to view live video in more than 4 windows and
I received an error code "SMS17". Why?
58
Reason
The Control Client has been set as switching the video stream type automatically. By default, when
the window proportion of the displaying area is smaller than ¼, the Control Client will get sub-
stream for live view. If the camera does not support sub-stream, it will cause failure.
Solution
Adjust the threshold for main/sub-stream to be smaller than the current window division on the
Control Client. Log into the camera's web page to check whether it supports sub-stream.
18.19 Failed to view live video when the WAN access was enabled
Question
I have enabled the WAN access in HikCentral and entered the correct LAN IP address, but I couldn't
view the live video on the Control Client and smart wall. Why?
Reason
When WAN access is enabled, the Control Client and smart wall will access devices in proxy mode
and get video stream via Streaming Gateway. When the Control Client and smart wall request more
than 200 channels video stream simultaneously, which exceeds the Streaming Gateway's
limitation, it will cause failure.
Solution
Do not enable the WAN access when the HikCentral clients, SYS server and devices are in the same
LAN.
18.20 Failed to view live video with error message "HCHetSDK4"
Question
I tried to view live video, but failed and received an error message "HCHetSDK4". Why?
Reason
The channel No. is incorrect because there are newly added cameras or deleted cameras on the
encoding device locally.
Solution
1. In the Physical View of the Web Client, click Refresh to get the new status of the encoding
device's cameras.
2. In the Logical View of the Web Client, delete the cameras of which the channel No. is incorrect
and add them again.
59
18.21 Failed to view live video with prompt "Runtime exception. Secret
key error."
Question
I tried to start live video, but failed and received a prompt message "Runtime exception. Secret key
error". Why?
Reason
The NVR has enabled stream encryption, and the video stream of the live view has been
encrypted. However you didn't enter the encryption key in HikCentral, which caused the failure of
decoding.
Solution
Choose one of the solutions to solve this problem:
● Disable the stream encryption function in the NVR with the following steps :
1. Enter the web page of the NVR.

2. Click System → Security → Security Service to enter the security service page.
3. Unselect Stream Encryption.
● Enter the correct encryption key of the NVR in the encoding device's details page in Physical
View of HikCentral Web Client.
18.22 Failed to view live video or video is not fluent when hardware
decoding enabled
Question
When hardware decoding was enabled, I can't view the live video (and I received an error code
"2311") or the live view is not fluent. Why?
Reason
The performance of the graphics card of the PC running the Control Client is insufficient, causing
the failure of H.265 video stream decoding.
Solution
● If the video's encoding format is H.265, change your computer graphic card as the following
requirements:
60
○ For Intel® integrated graphic card, it should be Intel® HD Graphics 530 and above.
○ For NVIDIA® graphic card, it should be GeForce GTX 1060 and above.
○ AMD® graphic card is not supported.
● Or you can change the video's encoding format as H.264.
18.23 Why can't I view the real-time access records on the Control
Client?
Question
I can't view the real-time access records (such as card swiping information) during live view. But I
can find the historical access records in Access Control module. Why?
Reason
The time zone of the access control device is inconsistent with SYS service.
Solution
Log into the access control device via SDKdemo to edit the time zone settings.
18.24 Can I add a patrol or pattern for the camera added by ONVIF
protocol?
Question
Can I add a patrol or pattern for the camera added by ONVIF protocol?
Answer
No. For the cameras added by ONVIF protocol, only the following functions of PTZ control are
supported.
● PTZ movements in eight directions: Up, Down, Right, Left, Upper-Right, Upper-Left, Lower-Right,
Lower-Left
● Auto-scan
● Zoom-in and zoom-out
● Adding preset, editing preset, deleting preset, and calling preset
18.25 Why image flicks or confusing layout occur during live view or
playback on Firefox® under Microsoft® Windows 10?
61
Question
Why image flicks or confusing layout occur during live view or playback on Firefox® under
Microsoft® Windows 10?
Reason
Under the Microsoft® Windows 10, the pop-up window of Firefox® will be shielded by the control.
Answer
Before opening the control, close the pop-up window or exit the control to close the pop-up
window and enter again.
18.26 Why can't I play back videos stored in the Recording Server via the
Streaming Server?
Question
Why can't I play back videos stored in the Recording Server via the Streaming Server?
Answer
You can only play back videos stored in the local storage via the Streaming Server.
18.27 Failed to encrypt stream during live view by android body camera.
Question
Failed to encrypt stream during live view by android body camera.
Reason
DS-MH2311 and DS-MCW407(C) only support encrypting the stream of playback.
18.28 Failed to export time-lapse photography.
Question
Failed to export time-lapse photography.
Reason
If you delete a device from the platform and then add it again, then you may be failed to export
the time-lapse video of the device. You can restart the web control or restart the computer to solve
the problem.
62
18.29 Failed to get the scene list when configuring panorama tracking.
Question
Failed to get the scene list when configuring panorama tracking.
Reason
For box cameras not configured with speed domes, when configuring panorama tracking, you may
be failed to get the scene list. The solution is to select a speed dome, and then refresh the page.
63
Chapter 19 Video Search
19.1 Why can't I search and play back the motion detection's video
footage?
Question
I cannot search and play back the motion detection's video footage. Why?
Answer
VCA playback doesn't support playback of video footage (triggered by motion detection) stored in
the Hybrid SAN and pStor.
19.2 Can I search POS transaction events on Remote Site cameras?
Question
Can I search POS transaction events occurred on Remote Site cameras?
Answer
No. For the cameras imported from Remote Sites, the following functions are NOT supported in
the Video Search module:
● Searching video footage stored on dock stations.
● Searching video footage triggered by transaction event.
● Searching video footage triggered by ATM events by entering card numbers.
19.3 Failed to export CVS file
Question
Failed to export CVS file.
Answer
When exporting CVS file, only English letters or symbols can be contained in the file.
64
Chapter 20 Downloading Video Files
20.1 Failed to download video files when playing back with error prompt
"SDK9"
Question
I tried to download video files when playing back the video of Hikvision 2-line network camera, but
failed and received an error message "SDK9". Why?
Reason
The Hikvision 2-line network cameras don't support playback and downloading video files
simultaneously due to the limit of camera performance.
Solution
Pause the playback and then download video.
20.2 The video has no image or audio after it is downloaded in AVI

format
Question
After I download and save the video files in AVI format, the video has no image or audio when
playing. Why?
Answer
To save the video file in AVI format, the video's encoding format should be MPEG4, H264, or
MJPEG, and the audio encoding format should be AAC, G711A, or G711U. Data such as ATM
information, POS transaction information, and temperature information cannot be saved in the
video file in AVI format.
20.3 Why the time of video in VSPlayer is inconsistent with the

downloading time?
Question
After downloading a video file of larger than 2 GB, when I play the video with VSplayer, the video
time in VSPlayer is inconsistent with the start and end time of downloading. Why?
65
Reason
When the video is larger than 2 GB, it will be automatically divided into two files to be
downloaded. When you click Open to play the video, only the first file will be played.
Solution
Manually play the video in the downloading directory.
66
Chapter 21 Intelligent Analysis Report
21.1 Failed to get BI report data and license plate information
Question
When the ANPR camera, people counting camera, and heat map camera are added to HikCentral
via an NVR, the Control Client failed to get the corresponding people counting information, heat
map information, and license plate information. Why?
Reason
NVR firmware version does not support uploading such data.
Solution
Upgrade the NVR's firmware to the version which supports this function.
21.2 Why can't I generate a report for the resources on the Remote Site?
Question
Why can't I generate a report for the resources on the Remote Site?
Answer
If the Remote Site's version is earlier than 1.3, you cannot generate reports (including people
counting, temperature, heat map, and vehicle analysis) for its resources.
21.3 Why can't I generate a temperature report of a thermal camera?
Question
Why can't I generate a temperature report of a thermal camera on the current site?
Answer
If the thermal camera is not directly added to the system, which means it is connected to an NVR
and the NVR is added to the system, temperature report is not supported.
21.4 Can I search BI data occurred before the camera added to the
system?
67
Question
Can I search the data of the BI reports which are occurred before the camera is added to the
system?
Answer
You need to connect the camera to an NVR (version 4.21.0) and then add the NVR to the system.
HikCentral Professional supports getting the BI reports' data (including people counting and heat
analysis) occurred 7 days before. If the camera is offline, the system can also get the BI data
generated during offline period.
68
Chapter 22 Digital Signage
22.1 Do DS-D60xxUN and DS-D60xxUH support emergency mustering

programs?
Question
Do DS-D60xxUN and DS-D60xxUH support emergency mustering programs?
Note
In the above sentence, "xx" refers to the screen size of the digital signage terminal.
Answer
No, they do not.
22.2 What are versions of databases required for the third-party

integration?
Question
What are versions of databases required for the third-party integration?
Answer
● PostgreSQL: All versions
● SQLServer® 2012 R2
● MySQL: 8.0.x
● Oracle: 12.x
69
Chapter 23 Interactive Flat Panel
23.1 Can I apply the text messages on schedule to all models of

interactive flat panels?
Question
Can I apply the text messages on schedule to all models of interactive flat panels?
Answer
No. You can only apply the text messages on schedule to the specific models (such as DS-
D5BxxRB/C) of interactive flat panels.
70
Chapter 24 IP Speaker
24.1 Can I add the IP speaker to the platform via domain name?
Question
Can I add the IP speaker to the platform via domain name?
Answer
No. It is not supported.
24.2 Why does a speaker unit pause for a while between playing two
audio files during scheduled broadcast?
Question
Why does a speaker unit pause for a while between playing two audio files during scheduled
broadcast?
Answer
During scheduled broadcast, there will be a five-second pause between playing two audio files. To
be specific, after playing the first audio file, the speaker unit will pause for five seconds and then
start playing the second audio file, and there will always be a five-second pause between every
two audio files afterward.
24.3 Why does the error code "10002" pop up when I am applying
multiple audio files to a speaker unit for scheduled broadcast?
Question
Why does the error code "10002" pop up when I am applying multiple audio files to a speaker unit
for scheduled broadcast?
Answer
Please restart the speaker unit, and reapply the audio files to the speaker unit when it is online.
24.4 Can another person and I speak via the same speaker unit at the
same time?
71
Question
Can another person and I speak via the same speaker unit at the same time?
Answer
No. This function is not supported currently.
24.5 Why can't I upload audio files via Internet Explorer?
Question
Why can't I upload audio files via Internet Explorer?
Answer
Internet Explorer and Safari do not support uploading audio files. Currently, the browsers that
support this function are: Google Chrome, FireFox, and Edge.
24.6 Why can't I broadcast the WAV audio file via a speaker unit?
Question
Why can't I broadcast the WAV audio file via a speaker unit?
Answer
Speaker units do not support broadcasting WAV audio files.
24.7 Why I failed to upload the broadcast recordings to the platform?
Question
Why I failed to upload the broadcast recordings to the platform?
Answer
Make sure the Control Client for broadcast and the platform are on the same LAN.
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Chapter 25 Security Inspection
25.1 Can I access to a security inspection device installed in another

country or region via the platform or the Client?
Question
Can I access to a security inspection device installed in another country or region via the platform
or the Client?
Answer
No. But you can do that when the device, the platform and the Client are in the same time zone.
73
Chapter 26 Patrol Management
26.1 Patrol shifts do not start according to the schedule.
Question
After I set a shift schedule, the patrol shifts do not start on time according to the schedule. Why?
Answer
It's because the platform does not support multiple time zones. Shift schedules are configured
based on the server time.
74
Chapter 27 Upgrade
27.1 After upgrading the platform, some historical data are missing.
Question
After upgrading the platform, some historical data are missing.
Answer
The synchronization of historical data is performed after upgrading the platform, which may take
some times. The time depends on the amount of the data.
27.2 Can customized software be upgraded to a new baseline version?
Question
Can customized software be upgraded to a new baseline version?
Answer
No. Only the platform of a baseline version can be upgraded to a newer baseline version.
27.3 During the upgrade, a prompt shows notifying that SUP has
expired.
Question
During the upgrade, a prompt shows notifying that SUP has expired.
Solution
Purchase SUP License, or delay the upgrading time of the SUP License before upgrade.
27.4 How to upgrade a platform with a Rose hotspare?
Question
How to upgrade a platform with a Rose hotspare?
Answer
The host server and the spare server should be upgraded separately. Do not upgrade the host
server without upgrading the spare server.
75
27.5 How to upgrade the platform of versions earlier than V1.4 to V 2.x?
Question
How to upgrade the platform of versions earlier than V1.4 to V 2.x?
Answer
Upgrade the platform to V1.7, and then upgrade it to V2.x.
27.6 No enough disk space when upgrading the platform.
Question
No enough disk space when upgrading the platform.
Solution
Before upgrading, make sure the rest space of the database is larger than the rest space of the
pgdata filefolder.
27.7 Some devices' do not work after upgrading the platform.
Question
Some devices' do not work after upgrading the platform.
Solution
Before upgrading, make sure the devices are compatible with the platform which has been
upgraded. Contact our technical support to check the compatibility.
27.8 Will the pStor server be upgraded as well when upgrading

HikCentral Platform?
Question
Will the pStor server be upgraded as well when upgrading HikCentral Platform?
Answer
No. You need to upgrade the pStor server exclusively after downloading the newest installation
package on the official website.
76
Chapter 28 Others
28.1 Failed to import the HTTPS SSL certificate to the system
Question
Why I failed to import the HTTPS SSL certificate when switching the system's transfer protocol to
HTTPS?
Reason
Currently, HikCentral professional only supports importing one certificate file which contains both
public key and private key. If the private key and public key are in different PEM files, the importing
will fail.
Solution
Figure 28-1 Import HTTPS Certificate

Open the certificate files (in PEM format) with Text, and copy the content in the private key file,
and paste it after the content in the public key file. Then import the certificate file with both public
and private keys.
28.2 Why can't I view the password of the database via the Web Client?
Question
Why can't I view the password of the database via the Web Client?
77
Answer
You can only check the password of the database via the Web Client running on the SYS server (the
same as exporting service component certificate, switching the transfer protocol, and setting
storage on SYS server).
28.3 Why can't I use the API of the new function after upgrading the
platform?
Question
Why can't I use the API of the new function after upgrading the platform?
Answer
After the platform upgraded, the back-end structure is changed, so you should import a new API to
the ZIP file of OpenAPI.
28.4 Can my database use Rose hot spare in the dual-server deployment
mode?
Question
Can my database use Rose hot spare in the dual-server deployment mode?
Answer
No. In the dual-server deployment mode, using Rose hot spare in third-party database is not
supported. So you should configure Rose hot spare by yourself.
28.5 Why can't I receive notifications on a Huawei smart phone?
Question
Why can't I receive notifications on a Huawei smart phone?
Answer
The security application on the smart phone may stop the Mobile Client of HikCentral Professional,
which causes you cannot receive notifications from the Mobile Client. Enable HikCentral
Professional's function of auto launch by tapping Settings → Apps & services→Launch manager,
finding HikCentral Professional, and then enabling its function of auto launch.
78
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HikCentral Professional

Chapter 4 Device Management ................................................................................................. 13

Chapter 7 Event and Alarm ....................................................................................................... 23

1.1 What is Stream Server?

1.3 Why can't the HikCentral installation package run?

1.4 Why can't I run the system after I reinstalled it?

1.5 Why is the service status is exceptional in Service Manager?

1.7 Can I run the Control Client on a virtual machine?

● Other programs in the system occupied NPF.

2.1 Why can't I enter the Web Client's login page?

Figure 2-1 Internet Options Window

2.2 Can I log into HikCentral with an IP address if it is configured with a

2.4 Failed to log into HikCentral with error "vsm.dll[7]"

2.5 Failed to log into HikCentral with prompt "Invalid token"

Chapter 3 Activation and Deactivation

● Reason 2: The license server is not available currently.

first request file invalid.

3.4 Failed to activate the system with error code "1108"

3.5 Failed to activate the system with error code "1113"

3.6 Failed to activate the system with error code "1114"

3.7 Failed to activate the system with error code "1116"

3.8 License failed to take effect after being activated

Chapter 4 Device Management

4.1 How many encoding devices and cameras can be added to

4.2 Failed to configure device remotely via the Web Client

● NVR: Firmware Version V3.0.13 or above; Web Version V3.0.4.150306 or above.

● DVR: Firmware Version V3.1.6 or above; Web Version V3.0.2.150509 or above.

● Encoder: Web Version V3.0.2.150509 or above.

4.5 Can I add an under vehicle surveillance system by domain name?

4.9 Can all devices be added to the platform via IPv6?

Chapter 5 Remote Site Management

5.1 What is Remote Site Management (RSM)?

5.2 Can I add a HikCentral (with RSM) to another HikCentral as a Remote

store the video files in a Hybrid SAN or a Cloud Storage Server.

● Adding Remote Sites' cameras as hot spots on maps.

● Displaying signal status in Health Monitoring module.

5.6 Why do my added Remote Sites turn to offline after switching

5.7 Why can't I add one Remote Site to Central System?

Chapter 6 Recording Server Management

6.3 Why can't I play the video exactly as I searched?

● VCA playback of video files stored in a Cloud Storage Server.

● Getting the Cloud Storage Server's recording status.

6.5 What HikCentral functions does a Hybrid SAN not support?

Chapter 7 Event and Alarm

7.2 How to set audible warnings with custom voice text?

Figure 7-1 Trigger Audible Warning

Figure 7-2 System Settings: Alarm Center

Figure 7-3 Set VCA Resource Type

7.7 What can I do if there are too many alarms to be acknowledged in

Figure 7-4 Batch Acknowledgement

7.8 Why my HikCentral cannot receive events, such as illegal parking,

● Driving on the Lane Line

● Illegal Lane Change

● Motor Vehicle on Non-Motor Vehicle Lane

7.10 A lag occurred or no response when receiving events or alarms.

Chapter 8 Person Management

8.3 Why can't I configure the person ID rules?

Chapter 9 Face and Body Recognition

9.5 Why there is no camera available when applying face comparison

Figure 9-1 License Details