Guide to Fixing Hanwha Vision (Wisenet) App Issues
When the Hanwha Vision app (formerly Wisenet Mobile) is not working, it can be a critical issue, cutting you off from your professional security system. Problems can range from being unable to log in, seeing a 'connection failed' error, or the app simply not showing any video. These issues are typically related to network configuration, credentials, or software glitches.
This troubleshooting guide will provide you with a systematic process to identify and resolve the most common problems preventing your Hanwha Vision app from working correctly.
1. Verify Login Credentials and Device Information
The most common point of failure is often the simplest: incorrect information entered into the app.
- Username and Password: Carefully re-enter the username and password for your NVR/DVR. These are case-sensitive.
- IP Address / Domain Name:
- Local Connection (Wi-Fi): If you are on the same local network as your recorder, you should be using its local IP address (e.g., 192.168.1.100).
- Remote Connection (Mobile Data): If you are connecting from outside your network, you must use your public IP address or, more commonly, your DDNS (Dynamic DNS) address (e.g., mywisenet.ddns.net).
- Port Number: Ensure the correct port number is entered. This is typically port 80 for HTTP, but may have been changed during setup.
2. Check Network Connectivity and Firewalls
For the app to work, your phone must be able to communicate with your security recorder over the network.
- Restart Network Hardware: A fundamental first step. Power cycle your NVR/DVR, your modem, and your router. Unplug them, wait a minute, and then plug them back in, starting with the modem.
- Firewall and Port Forwarding: This is a very common issue for remote connections. Your internet router's firewall may be blocking the connection. You must set up port forwarding to allow external traffic to reach your recorder.
- You typically need to forward the HTTP port (e.g., 80) and the RTSP port (e.g., 554) to the local IP address of your NVR/DVR.
- Consult your router's manual for instructions on how to configure port forwarding.
3. Verify DDNS Configuration
If you use a DDNS service to connect remotely, you need to ensure it's working correctly.
- Check DDNS Status: Log in to your DDNS provider's website (e.g., the Wisenet DDNS service).
- Verify IP Address: Check that the IP address associated with your DDNS hostname in their system matches the current public IP address of your network. You can find your public IP by searching "what is my IP" on Google from a computer on the same network. If they don't match, the DDNS service hasn't updated, which will cause the connection to fail.
4. Update All Software and Firmware
Running outdated software is a frequent source of bugs and compatibility problems.
- Update the Hanwha Vision App: Go to the Google Play Store or Apple App Store and ensure you have the latest version of the app installed.
- Update Device Firmware: Equally important is the firmware on your NVR, DVR, or IP cameras. Visit the Hanwha Vision website, find the support page for your model, and download the latest firmware. Applying updates can resolve known bugs that may be affecting remote connectivity.
5. Test with Different Connection Methods
Isolating the problem can help you solve it faster.
- Try Wi-Fi: If you are failing to connect via mobile data, connect your phone to the same Wi-Fi network as your recorder and try to connect using the recorder's local IP address. If this works, the problem is almost certainly with your remote connection setup (Firewall, Port Forwarding, or DDNS).
- Try Mobile Data: If you can connect locally but not remotely, it confirms a remote access configuration issue.