Fixing Hanwha Vision Delayed Notifications (Wisenet)

Real-Time Alerts, Real-Time Security: Fixing Hanwha Vision Notification Delays

When a security event occurs, every second counts. A delayed notification from your Hanwha Vision (formerly Samsung Wisenet) security system can undermine its primary purpose of providing immediate awareness. Whether you're using Wisenet WAVE, an NVR, or standalone cameras, alerts should arrive on your mobile device almost instantly. If there's a noticeable lag, it's time to troubleshoot.

This guide will help you identify the potential bottlenecks in the notification chain—from the camera to your phone—and provide the solutions needed to restore prompt alert delivery.

Diagnosing the Cause of Wisenet Notification Lag

A notification's journey is complex. A delay can be introduced at several points, and understanding them is key to a fast resolution.

• Network Latency (On-Site): The most frequent cause. A slow internet upload speed at the camera's location can delay the event signal from ever leaving your property.
• Network Latency (Mobile Device): A poor 4G/5G or Wi-Fi signal on your smartphone will delay the receipt of the push notification.
• System Configuration: Incorrect network settings in your NVR or Wisenet WAVE server can lead to poor communication with the notification servers.
• Smartphone Optimisation: Aggressive battery-saving modes on both Android and iOS can 'hibernate' the Wisenet Mobile app, preventing it from receiving alerts in a timely fashion.
• System Overload: A camera or recorder with its CPU running at maximum capacity due to high-resolution streams or complex analytics may be slow to process and trigger event rules.

How to Troubleshoot and Fix Delayed Hanwha Vision Alerts

Follow these methodical steps to pinpoint and resolve the issue.

1. Test and Verify Your Network Speeds

First, rule out any issues with your internet connections.

• Test On-Site Upload Speed: At the location of your NVR or cameras, run an internet speed test. Pay close attention to the upload speed. For reliable video event transmission, you should have at least 2-4 Mbps of upload bandwidth per camera that might be triggered simultaneously.
• Test Your Mobile Device's Speed: Run a speed test on your smartphone on both Wi-Fi and mobile data. This will tell you if the bottleneck is the device receiving the alert.
• Ping Test: For advanced users, pinging your camera or NVR's IP address from a computer on the same network can reveal local network latency. A high ping time (more than 20ms) could indicate a local network problem.

2. Optimise Your Smartphone's App Settings

Ensure your phone isn't the culprit.

• Disable Battery Optimisation for Wisenet Mobile:
  • Android: Go to Settings > Apps > Wisenet Mobile > Battery and select "Unrestricted."
  • iOS: Go to Settings > General > Background App Refresh and ensure it is enabled for the Wisenet Mobile app.
• Check Notification Permissions: Confirm in your phone's settings that the app has full permission to send you notifications, including sounds and lock screen alerts.
• Reinstall the App: A fresh installation of the Wisenet Mobile app can often resolve persistent issues by clearing out old cache and configuration data.

3. Review Your Hanwha System Configuration

Dive into your recorder or server settings.

• For Wisenet WAVE Users:
  • Log into your WAVE server's web interface or desktop client.
  • Go to System Administration > Routing. Ensure the server's public IP address is correctly listed and accessible. Test the connection.
  • Check the WAVE Sync settings and ensure your server is properly connected to the cloud service.
• For NVR/XVR Users:
  • Log into your recorder's web interface.
  • Go to Network Settings > DDNS. If you are using DDNS, ensure the status is "Connected" or "Success."
  • Ensure the system's DNS settings are correct (e.g., using 8.8.8.8 for Google's DNS can sometimes improve reliability).

4. Update All System Firmware and Software

Running the latest versions is critical for performance and security.

• Camera/NVR Firmware: Check the Hanwha Vision website for the latest firmware for your specific models and update them.
• Wisenet WAVE Server: Ensure your WAVE server is running the latest stable release.
• Wisenet Mobile App: Check for updates in the App Store or Google Play.

By methodically investigating your network, device settings, and system configuration, you can eliminate frustrating delays and trust that your Hanwha Vision system will alert you the moment an event happens.