How To Solve Hik-Connect Offline Issue

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Title:Product:How to Solve Hik-Connect Offline IssueCameras, NVR, DVRVersion:V2.0Date:Page:7/12/20191 of 6How to Solve Hik-Connect Offline IssueWhen our customer adds a device to the Hik-Connect account and the APP returns device is offline, we canfollow 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.

Title:Product:How to Solve Hik-Connect Offline IssueCameras, NVR, DVRVersion:V2.0Date:Page:7/12/20192 of 6On 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 anddefault gateway need to be set correctly. Path: Configuration-Network-Basic Settings-TCP/IP.

Title:Product:How to Solve Hik-Connect Offline IssueCameras, NVR, DVRVersion:V2.0Date:Page:7/12/20193 of 6On 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 changelitedev.hik-connect.com to dev.hik-connect.com.d) Upgrade device to latest firmware.3. 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.

Title:Product:iii.How to Solve Hik-Connect Offline IssueCameras, NVR, DVRVersion:V2.0Date:Page:7/12/20194 of 6Input command ping dev.hik-connect.com and click Enter. If there is response, it means theDNS server address is correct and the Hik-Connect Server IP address is returned to thedevice.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.Connect your PC to the same LAN of the device.Go to windows start menu, input cmd and click Enter key.Input command telnet dev.hik-connect.com 8555 or telnet litedev.hik-connect.com 8666 andclick Enter.

Title:Product:How to Solve Hik-Connect Offline IssueCameras, NVR, DVRVersion:V2.0Date:Page:7/12/20195 of 6iv.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 connectionbetween the device and Hik-Connect server.Notes:The Telnet function is disabled on PC as default, so it need to be enabled firstly. Path: Control Panel All ControlPanel Items Programs and Features Installed Updates Turn Windows features on or off.

Title:Product:How to Solve Hik-Connect Offline IssueCameras, NVR, DVRVersion:First Choice for Security ProfessionalsHIKVISION Technical SupportV2.0Date:Page:7/12/20196 of 6

Jul 12, 2019 · Title: How to Solve Hik-Connect Offline Issue Version: V2.0 Date: 7/12/2019 Product: Cameras, NVR, DVR Page: 4 of 6 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

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