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Title:

How to Solve Hik-Connect Offline Issue

Version:

V2.0

Date:

7/12/2019

Product:

Cameras, NVR, DVR

Page:

1 of 6

How to Solve Hik-Connect Offline Issue

When our customer adds a device to the Hik-Connect account and the APP returns device is offline, we can

follow steps below to solve the problem or locate the causes.

1. Go to device to see the register status. The status can be saw on web GUI, local GUI.

a) If the Enable box hasn’t been checked, enable it and see the register status.

Path: ConfigurationNetworkAdvanced Settings.

On NVR 3.0: Menu-Configuration-Network-Platform Access.

Summary of content (6 pages)

PAGE 1
Title: Product: How to Solve Hik-Connect Offline Issue Cameras, NVR, DVR Version: V2.0 Date: Page: 7/12/2019 1 of 6 How to Solve Hik-Connect Offline Issue When our customer adds a device to the Hik-Connect account and the APP returns device is offline, we can follow steps below to solve the problem or locate the causes. 1. Go to device to see the register status. The status can be saw on web GUI, local GUI. a) If the Enable box hasn’t been checked, enable it and see the register status.
PAGE 2
Title: Product: How to Solve Hik-Connect Offline Issue Cameras, NVR, DVR Version: V2.0 Date: Page: 7/12/2019 2 of 6 On NVR 4.0: Menu-System-Network-Advanced. b) If it has been enabled and the Register Status keeps offline, go to step 2. 2. 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.
PAGE 3
Title: Product: How to Solve Hik-Connect Offline Issue Cameras, NVR, DVR Version: V2.0 Date: Page: 7/12/2019 3 of 6 On NVR 3.0: Menu-Configuration-Network-General. On NVR 4.0: Menu-System-Network-TCP/IP. b) The DNS Server address is suggested to set as 8.8.8.8 or local frequently-used DNS address. c) Try to change Server address, change dev.hik-connect.com to litedev.hik-connect.com or change litedev.hik-connect.com to dev.hik-connect.com. d) Upgrade device to latest firmware. 3.
PAGE 4
Title: Product: iii. How to Solve Hik-Connect Offline Issue Cameras, NVR, DVR Version: V2.0 Date: Page: 7/12/2019 4 of 6 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 address is returned to the device. If there is no response, the DNS server address need to be modified correctly. b) Check if the fire wall blocks the connection between device and Hik-Connect Server. i. ii. iii.
PAGE 5
Title: Product: How to Solve Hik-Connect Offline Issue Cameras, NVR, DVR Version: V2.0 Date: Page: 7/12/2019 5 of 6 iv. When the telnet works, it will display as the snapshot below. v. If the telnet failed, you may need to check if there are settings on fire wall block the connection between the device and Hik-Connect server. Notes: The Telnet function is disabled on PC as default, so it need to be enabled firstly.
PAGE 6
Title: Product: How to Solve Hik-Connect Offline Issue Cameras, NVR, DVR Version: First Choice for Security Professionals HIKVISION Technical Support V2.