Can't Add Your Device to Hik-Connect? Let's Get It Solved.
Trying to add a new Hikvision camera or NVR to your Hik-Connect account should be a simple process, but it can be a real roadblock when you're met with errors like "The device is offline" or "The device has been added by another account." These messages can be confusing, but they are almost always solvable. Whether you're a professional installer or a DIY user, this guide will walk you through the common issues and provide clear solutions to get your Hikvision device successfully added to the Hik-Connect app.
## Pre-checks: Before You Add the Device
First, ensure your device is properly prepared for the cloud connection.
- Physical Connection: For wired devices (like most NVRs and many cameras), ensure the Ethernet cable is securely connected to the device and your router or network switch. You should see flashing lights on the device's Ethernet port, indicating a connection. For Wi-Fi cameras, you must first complete the initial Wi-Fi setup.
- Power On: Make sure the device is powered on and has been given a few minutes to boot up completely.
- Hik-Connect Service Enabled: For the device to be addable, the Hik-Connect service must be enabled in its internal settings. You can check this using the SADP tool on a computer or by logging into the device directly through a web browser. In the network configuration, find the "Platform Access" or "Hik-Connect" tab and ensure the service is enabled. The status should show as "Online". If it shows "Offline", there's a network issue to solve first.
## Troubleshooting Common "Can't Add Camera" Errors
Let's tackle the most frequent error messages and their solutions.
### Error 1: "The device is offline. Please check its network connection."
This is the most common problem. It means the Hik-Connect app on your phone cannot reach the device via the Hikvision cloud servers.
- Solution 1: Check Network and DNS: The device needs to be able to reach the internet. A common reason for the "Offline" status is incorrect DNS settings. Log into your device's network configuration and set the Primary DNS server to a reliable public one, such as 8.8.8.8 (Google's DNS). Save the settings and reboot the device.
- Solution 2: Reboot Your Network: Sometimes the issue is a temporary glitch. Power down your camera/NVR and your internet router. Wait 60 seconds, then power the router back on first. Once the router is fully online, power on your Hikvision device. Wait a few minutes for the status to update to "Online".
- Solution 3: Use the SADP Tool: Hikvision's SADP (Search Active Devices Protocol) tool is a free piece of software for your computer that can find any Hikvision device on your local network. It will show you the device's IP address and status, which is invaluable for diagnostics.
### Error 2: "The device has been added by another account."
This is a security feature, not an error. It means the device's unique serial number is already registered to a different Hik-Connect account. This often happens with second-hand equipment or if a device was set up by a previous installer.
- Solution 1: Unbind from the Old Account: The only way to resolve this is to log in to the original Hik-Connect account that the device is linked to. From that account, you must manually delete or "unbind" the device. Once unbound, it will be free to be added to your new account.
- Solution 2: Contact Support: If you cannot access the original account, you cannot resolve this yourself. You will need to contact your supplier or Hikvision technical support. You will be required to provide the device's serial number and proof of ownership (like an invoice) so they can unbind it for you.
### Error 3: Incorrect QR Code or Verification Code
- Solution: When adding the device, you need to scan the QR code and then manually enter the Device Verification Code. This is a six-character, case-sensitive code found on the same label as the QR code (it is NOT the serial number). If you enter this code incorrectly, the process will fail. Double-check the code for easily mistaken characters like O/0 or I/1.
By methodically checking your device's network status, ensuring the Hik-Connect service is online, and having the correct account and verification code information, you can overcome the most common hurdles to adding your device to the Hik-Connect platform.