Common Issues of Hik-Connect

Hikvision Call Center Common Issues Training

IPSC\ International Technical Support and Service Department

Contents

 Device offline issue

 Video play failed issue

 Live view slow issue

 Playback failure issue

 Alarm push issue

 Common error code

 Unbind issue

 Sharing issue
Device is offline
Issue Description：
When customer is adding or using device via Hik-Connect, it prompts Device is offline.

Solution：
1. Check whether the device is powered on or not, network is unobstructed or not.
2. Ping dev.hik-connet.com or telnet dev.hik-connect.com 8555 in PC DOS interface (cmd interface) within
same LAN as your device. For OEM customer, please replace dev.hik-connect with
dev.guardingvision.com.
3. Check whether cloud P2P/Hik-Connect function is enabled or not.
4. Check whether DNS server address is empty and try enter 8.8.8.8 or local frequently used DNS server
address.
5. Check whether the device and Hik-Connect account registered in same server. If not, please add the device
again or change device server address to corresponding server address.
6. For new version device it is usually as litedev.hik-connect.com
7. If you have updated your device and found it couldn’t be online after taking operation above, please
restore it to factory default and enable Hik-Connect function again.
8. If all couldn’t work, please collect the device model and firmware version.
Device is offline

Step1

Go to device to see the register status.

Path: Configuration>Network>Advanced
Settings. The status can be saw on web GUI,
local GUI or SADP.

a)If the Enable box hasn’t been checked,

enable it and see the register status.

b)If it has been enabled and the Register Status

keeps offline, go to step 2.

Configuration>Network>Advanced Settings.
Device is offline

Step2

Make sure the device has been connected to

the Internet and it can connect to the Hik-
Connect Server.

a)Go to device to see whether the IP

parameters belong to LAN. The IP address,
subnet mask and default gateway need to be
set correctly. Path:
Configuration>Network>Basic
Settings>TCP/IP.

b)The DNS Server address is suggested to set

Configuration>Network>Basic Settings>TCP/IP.
as 8.8.8.8 or local frequently-used DNS
address.
Device is offline

Step3-1

The Telnet function is disabled on PC as

default, so it need to be enabled firstly.
Path: Control Panel>All Control Panel
Items>Programs and
Features>Installed Updates>Turn
Windows features on or off.

Control Panel>All Control Panel Items>Programs and

Features>Installed Updates>Turn Windows
Device is offline
Step3-2

If the Register Status is still offline, you may

need to check the network.

a) Check the Hik-Connect Server accessible

or not.

i. Connect your PC to the same LAN of the

device.

ii. Go to windows start menu, input cmd and

click Enter key.

iii. Input command ping dev.hik-

connect.com and click Enter. If there is
response, it means the DNS server address is
correct and the Hik-Connect Server IP
Windows start menu>cmd
address is returned to the device. If there is
no response, the DNS server address need to
be modified correctly.
Device is offline
Step3-3

b) Check if the fire wall blocks the

connection between device and Hik-
Connect Server.

i. Connect your PC to the same LAN of the

device.

ii. Go to windows start menu, input cmd

and click Enter key.

iii. Input command telnet dev.hik-

connect.com 8555 and click Enter.

iv. When the telnet works, it will display as

the snapshot below.

v. If the telnet is failed, you may need to

windows start menu>cmd
check if there are settings on fire wall block
the connection between the device and Hik-
Connect server.
Failed to play the video

Issue Description：
When view live view, there is no video in Hik-Connect.

Solution：

Make sure there is cameras connected correctly and live view in web or local works fine.

1. Check whether sub stream is connected in. For Hik-Connect APP, it will get sub stream as
default.
2. Change live view mode from Basic (sub stream) to HD (main stream) and change back.
3. Check the encoding mode and I frame interval, try to change the sub stream encoding mode
to H.264 and decrease I frame interval to 25.
4. Collect device models, firmware version and error code.
Failed to play the video
Issue Description：
When view live view, there is error code occur.

Solution：

Related error code:

Error code 43: the buffer is too small to store data from device
Error code 91: failed to get sub stream (device support main and sub stream while when
connected to hik-connect, there is no sub stream). Solution: change to HD to get main stream or
check connect sub stream in.
Error code 240005: there is not enough memory for APP. Try to clear the memory for running
APP or reboot device. Collect mobile phone model and version type.
Error code 245410: connection number is up to maximum. You can suggest the customer to
reboot the device. Only one channel playback is supported by one device. So if the customer
select 4 cameras of one DVR or NVR, only the first channel can success in playback and the other
screens will display maximum connections.
Error code 245500: internal error in VTDU server
Error code 260015: change to HD mode, set as H264 or H265, I frame as 50 or 25, use single
mode.
Live view slow
Issue Description：
When view live view, it is delay.

Solution：
1. The bandwidth for output should be high enough for device sending stream.
2. For DVR, check if the output bandwidth limit is too small to allow multi channels live view.
Local path is Configuration->Network->More Settings->Output Bandwidth Limit. (Notes: the
Output Bandwidth Limit only take effect on analog camera channels )
3. Make clear in which network situation it is slow, 4G or Wi-Fi and pay attention if it occurred
in particular situation like cross ISP network.
4. Check the single screen live view speed, if it is still slow
a) Suggest the customer to configure ports, device user name and password(device needs
ports forwarding)
b) Change the sub stream resolution to CIF, decrease frame rate and bitrate
5. Check the stream speed when streaming in IP/Ports.
6. If there is the new version, suggest the customer to upgrade their devices.
7. If the issue remains after these operations, please collect the information including device
model, firmware version, network situation, device SN and region.
Notes: if the customer provide Hik-Connect account and password, it will be easier for us to test
in other region to see the stream speed.
Playback failure

Issue Description：
The playback works fine in local GUI or web browser but cannot work in Hik-Connect

Solution：
1. Check the device model and firmware version. For example, live view works fine in DS-
7104HGHI-F1 with firmware 3.4.70 while the playback always fails. Problem is located in
the OpenSDK integrated in version 3.4.70 and upgrading to 3.4.80 and above can solve this
issue. Please be aware that Netra DVR and NVR with version 3.4.4 also not support playback
via Hik-Connect way.
2. Check the record parameters, if the encoding code is H.265 or H.265+, please try to change it
to H.264. In H.265 or H.265+ encoding mode, the I frame may be very close or sparse due to
the scene change or day/night switch which will cause video playback failed.
3. Check the calendar used in phone is the Gregorian calendar or others. Sometime if the phone
send date in other calendar to device, the device may failed to get the corresponding video
and return failure.
Playback failure
Issue Description：
While view playback via Hik-Connect there is error code and cannot work.

Solution：
Related Error Code:
Error code 240037: request from VTDU overtime, this is usually caused by the old firmware of
DVR (often HGHI-Fx), which is lower than 3.4.80. Mostly upgrading will solve this issue. This
can be applied to error code 260001.
Error code 245410: connection number is up to maximum. You can suggest the customer to
reboot the device.
Note: Hik-Connect 3.0 support 4 screens playback while only one channel playback is supported
by one device. So if the customer select 4 cameras of one DVR or NVR, only the first channel can
success in playback and the other screens will display maximum connections.
Error code 245454: the linkage between device and server is broken. Check the network
situation, device model and firmware version.
Alarm push issue

Issue Description：
Alarm push works fine in ivms-4200 or local GUI, but cannot work via Hik-Connect, the error
information is : Message notification failed. Tap here to try again..

Solution：
Related Error Code:
Most importantly, check if there is a hint in Hik-Connect Tab saying Message notification failed.
Tap here to try again.
When it occurs, this normally means the APP fails to register to alarm push server and customers
need to check the system settings whether their phones allow the APP’s notification.
Alarm push issue
Issue Description：
Alarm push works fine in ivms-4200 or local GUI, but cannot work via Hik-Connect, the error
information is : Message notification failed. Tap here to try again..

Solution：
For iOS, go to Settings->Notifications->Hik-Connect and enable Allow Notifications.
Alarm push issue
Issue Description:
Alarm push works fine in ivms-4200 or local GUI, but cannot work via Hik-Connect, the error
information is : Message notification failed. Tap here to try again.

Solution:
For Android, please make sure the Hik-Connect is allow to receive notification. Path may be
varied according to different mobile type and here is a example.

Notes: Android phone for China blocks Google Service so it couldn’t receive the alarm push when
it is sent through GCM (Google Cloud Messaging). For Android phone in China, most alarm push
is sent through XMPP.

.
Alarm push issue

Issue Description:
Alarm push works fine in ivms-4200 or local GUI, but cannot work via Hik-Connect.

Solution:
For Alarm types supported on new firmware, customers need to make sure the event is set
correctly (enable the event and set Arming Schedule and check Notify Surveillance Center)
How to Unbind Device
Issue Description:
When customer add device it pop up “Device is added by others”.

Solution1:
It is recommended that the customers unbind by themselves- via Hik Connect :
1. Make sure the device and mobile phone are in the same subnet, click the Add button
2. Add device by scanning QR code or entering serial number
3. If the device has been added, the unbind button will pop up, click unbind
4. Enter device password and picture verification code
5. Click Finish
YouTube link: https://youtu.be/g2CpCUtDMsw How to Unbind Device via Hik-Connect APP

Solution2:
It is recommended that the customer unbind by himself- via SADP:
1. Make sure that the device and the computer are in the same network segment. Click refresh
2. Check the equipment to be unbound and click the unbound button in the upper right corner
3. Enter the device user name, password and device verification code
4. Click confirm
YouTube link: https://youtu.be/xzQpDkKubNg How to unbind device via SADP tool
Unbind issue

Common Issue 1:
Hikvision device is not connect with the same segment as mobile phone or computer.

Solution:
Make sure that the device and the computer are in the same network segment.

Common Issue 2:
If device is offline, it cannot be bound.

Solution:
Follow the former instruction(P3-P8) and solve offline issue first.
Unbind issue
Common Issue 3:
App prompts the error message “Only the device in the same area with the app can be unbound
from its account” when customer unbind it.

Solution:
Please visit OMM platform(http://oss.ys7.com/login) - device management- device query-
enter device SN, click search - device of user to check the original account.
Then go to OMM- user management- user query- enter original account username, click search.

If the zone of account shows “-” , confirm customer’s region and device SN feedback to HQ
technical support to reset the region of his account.
Common Error Code
Issue Description ：
When customer is using Hik-Connect, the error code pop up

Solution :

240401: Users need to grab packets for problems analysis according to network conditions
240410: Exceed the maximum number of connection, reduce the device connection or restart
device to solve the problem
240402: No video file, check whether the time in the mobile phone is correct, then confirm
whether there is any record during that time
240403: Incorrect operation or code，restart Hik-Connect app to solve
240405: Cannot get stream normally，check network status, restart device to solve
245406; 245411; 245412 and 245413: Certificate of getting stream is invalid，refresh the client
information and login again. If batch certification fails, please report to R&D
245407: The client request format is incorrect, keep the environment and report to R&D

Note：For Hik-Connect issue, please check the network environment first, restart the client, login
and logout. If the problem cannot be solved by above operations, please collect the following
information: app version, error code, network environment information, device model and version,
username and password will be helpful for troubleshooting
Sharing issue

Tips：

1. Cross region sharing is not supported

2. One channel can be shared up to 64 accounts
3. One account can accept up to 100 accounts’ sharing
4. Devices shared by others cannot continue to be shared
5. The shared account cannot change the device name, but the channel name can be changed

Note: How to share the device please refer to P22-P27

How to share the device

• Via Hik-Connect App : Share single device

• Via Hik-Connect App : Share multiple devices
• Via web portal : Share single device
• Via web portal :Share multiple devices
How to share the device
Via Hik-Connect App: share single device to other account in device list page

Open Hik-Connect app->Slide device name to left->Tab Share button-> Input email address or
phone number-> Select Share Channels-> Set Permissions->Save

When share back-end devices, you need to select the device first, then select channels and set
permissions at Save Page.
How to share the device
Via Hik-Connect App: share multiple devices to other account.

Open Hik-Connect app->More->Click Manage Sharing Settings-> Input email address or phone
number-> Select Share devices-> Set Permissions->Save

When share back-end devices, you need to select the device first, then select channels and set
permissions at Save Page
How to share the device
Via Hik-Connect App: share device to other account by scanning QR code

Open Hik-Connect app->Click on add button->Tab Scan QR code-> Scan another account’s QR
code-> Select Share Channels-> Set Permissions->Save

When share back-end devices, you need to select the device first, then select channels and set
permissions at Save Page
How to share the device

Via web portal: share signel device to other account

Login www.hik-connect.com-> Device Management->Click Share Button-> Input email address or

phone number->Select share channels and set permissions ->Click Share
 How to share the device

Via web portal: share multiple devices to other account

Login www.hik-connect.com -> My Shared Devices -> Click Share Device-> Input email address
or phone number-> Select share channels and set permissions -> Click Share
Failed to share the video to WhatsApp
Issue Description ：
Failed to share the video to WhatsApp

Solution :
1. Update the Hik-Connect app to latest one.
2. Login to web page of your device and check the encoding type.
If you choose H.265 encoding type, WhatsApp does not support it, change the encoding type to
H.264.

3. Update the device firmware to latest one.

If the issue still exist, please kindly feedback the device model, serial number and current
firmware version to HQ technical support.
Thank you