CCTV Troubleshooting & Hikvision Help
Practical CCTV troubleshooting guides from Discount CCTV Supplier. Find solutions to common
Hikvision CCTV camera, NVR, DVR, Hik-Connect, networking, recording, playback and door-entry problems.
Our troubleshooting advice is based on practical CCTV experience gained over many years and the problems we regularly come across. Start with the problem that best matches your system and follow the checks below.
Why Is My Hik-Connect Showing Offline?
If your Hik-Connect is showing offline, the first thing to check is the connection between your Hikvision NVR/DVR and your internet router.
Check the Connection to Your Router
If you are using a HomePlug/powerline adapter, check that the connection is working correctly. Ideally, the HomePlugs should be on the same electrical ring main, and all three indicator lights on the plugs should be illuminated.
If you are using a Wi-Fi bridge or Wi-Fi adapter to connect your CCTV system to the router, poor Wi-Fi reception can cause Hik-Connect to show offline or regularly disconnect.
The quickest way to rule this out is to temporarily connect the NVR/DVR directly to your router using a good-quality, ready-made Ethernet network cable.
If Hik-Connect comes online when connected directly by cable, the problem is likely to be with your HomePlug, Wi-Fi connection or network cabling rather than the CCTV recorder.
Check the NVR/DVR Network Settings
Go to the main Network settings on your Hikvision NVR or DVR and make sure DHCP (Dynamic IP) is enabled.
After applying the setting, check Platform Access again to see whether its status changes to Online.
Hikvision Device Is Online but Not Showing on My Phone
If your Hikvision NVR/DVR has internet access but you cannot see it on your phone, first make sure you have created and logged into a Hik-Connect account.
In the Hik-Connect app:
- Log into your Hik-Connect account.
- Press the “+” button to add a device.
- On your NVR/DVR, go to Menu > Network > Platform Access.
- Locate the QR code.
- Scan the QR code using the Hik-Connect app.
- Follow the instructions to add and save the device.
Also check that a VPN is not enabled on your phone, as this can sometimes interfere with the connection.
Hik-Connect Live View Works but Playback Doesn’t
If Hik-Connect live view works but playback does not, first check whether recorded footage can be played back directly from the NVR/DVR on the connected TV or monitor.
No Playback on the TV/Monitor
If there is no playback locally, check:
- The hard drive is detected and showing a normal status.
- The hard drive has been initialised/formatted correctly.
- Recording has been enabled.
- A recording schedule has been configured for the cameras.
If the recorder is not recording locally, the problem needs to be corrected on the NVR/DVR before remote playback through Hik-Connect will work.
Playback Works on the TV but Not on the Phone
If playback works correctly on the TV/monitor but not through Hik-Connect, check the camera’s stream and playback settings.
On compatible Hikvision systems, go to:
Camera > Parameter
Check the Substream settings for each camera and make sure the required video/stream settings are enabled.
Hik-Connect Notifications Not Working
If you are receiving live pictures but Hik-Connect notifications are not working, first make sure the required event, such as Motion Detection, is enabled for the camera.
On the NVR/DVR:
- Go to Events.
- Select the required camera.
- Enable Motion Detection or the required smart event.
- Go to the event’s Linkage Action settings.
- Enable Notify Surveillance Centre.
- Click Apply.
Then check your phone and make sure notifications are permitted for the Hik-Connect app in the phone’s notification settings.
Where Do I Find the Hikvision Verification Code?
The Hikvision verification code can normally be found in the Platform Access settings of the recorder.
Go to:
NVR/DVR Menu > Network > Platform Access
Depending on the model and firmware version, you may be able to view, create or change the verification code from this page.
How to Reset a Forgotten Hikvision NVR or DVR Password
Resetting a forgotten Hikvision NVR/DVR password can be more complicated than simply pressing a reset button.
Depending on the model and firmware, you may need to use the Hikvision SADP Tool on a computer connected to the same network.
The password-reset process may require you to export an XML file or obtain a reset QR code and submit the required information through the appropriate Hikvision support channel. A reset file/code can then be provided, which is used through SADP to reset the password.
There are time restrictions associated with some reset files, so the reset procedure should be completed promptly once the reset information has been supplied.
If you are not familiar with this process, we recommend contacting an experienced Hikvision supplier or installer for assistance.
Discount CCTV Supplier can assist with Hikvision password resets. Our current charge for this service is £20 + VAT.
How to Reset a Hikvision Camera Password
Many newer Hikvision IP cameras have a physical reset button, often located underneath a small cover or hatch on the camera.
If your camera has a reset button, the camera can normally be reset using the appropriate reset procedure for that model.
Older Hikvision cameras may not have a physical reset button. In this situation, a forgotten camera password may need to be reset using Hikvision SADP, following a similar password-recovery process to an NVR or DVR.
Important: Reset procedures vary between Hikvision camera models and firmware versions.
Hikvision Device Already Added to Another Hik-Connect Account
If you receive a message saying that your Hikvision device has already been added or bound to another Hik-Connect account, you may need to unbind it before adding it to your account.
Connect the NVR/DVR to the same local network/router as your phone.
On the recorder, go to:
Menu > Network > Platform Access
Look for the Unbind option and follow the instructions.
The exact unbinding procedure can vary depending on the recorder model, firmware and Hik-Connect version.
Hik-Connect Works on Wi-Fi but Not on Mobile Data
If you can view your CCTV cameras through Hik-Connect while connected to the property’s Wi-Fi but they do not work when using 4G or 5G mobile data, check that you are logged into a registered Hik-Connect account and that the recorder has been properly added to that account.
Being able to access a recorder locally does not necessarily mean that remote Hik-Connect access has been configured correctly.
Also check that:
- Mobile data is enabled for the Hik-Connect app.
- A VPN is not interfering with the connection.
- Platform Access on the NVR/DVR shows Online.
Hik-Connect Is Slow or Keeps Disconnecting
If Hik-Connect is slow, buffering or regularly disconnecting, the problem may be caused by either the internet connection at the CCTV system or the connection being used by your phone.
A useful test is to connect your phone to a different Wi-Fi network, such as at another house or office, and try Hik-Connect again.
If the problem continues, check how the NVR/DVR is connected to the internet.
HomePlugs, Wi-Fi bridges and weak Wi-Fi connections can cause slow or intermittent CCTV remote viewing.
For testing, temporarily connect the NVR/DVR directly to the internet router using a good-quality, ready-made Ethernet cable.
If Hik-Connect performs noticeably better with a direct wired connection, investigate the HomePlug, Wi-Fi bridge, network cable or other equipment normally connecting the CCTV recorder to your router.
Need More CCTV Troubleshooting Help?
We are continually adding new CCTV troubleshooting guides covering Hikvision cameras, NVRs, DVRs, Hik-Connect, recording problems, networking, image-quality issues and door-entry systems.
If the problem you are experiencing isn’t covered here, check back as we continue expanding our CCTV Help & Troubleshooting section.
