Hik-Connect Not Working? A Complete Troubleshooting Guide
When the Hik-Connect app stops working, it can be alarming as you lose the ability to remotely view your cameras, check playback, and receive critical notifications. This guide covers the most common problems users face with the Hik-Connect service, from offline devices to login failures.
## Problem 1: Device is "Offline" or "Unavailable"
This is the most frequent issue and indicates that the app cannot communicate with your Hikvision recorder (NVR/DVR) or camera.
-
Check Physical Connections:
- Ensure your Hikvision device is powered on. Look for status lights on the front panel.
- Verify that the Ethernet network cable is securely plugged into both the back of the recorder and your internet router or network switch. The link lights on the port should be blinking.
-
Restart Your Equipment: A simple power cycle can resolve many connectivity issues.
- First, restart your Hikvision device. Use the shutdown menu if possible, or unplug it from power, wait 30 seconds, and plug it back in.
- Next, restart your internet router. This will refresh your entire network.
-
Check the Platform Status: The device needs to show that it is "Online" in its own network settings.
- Access your recorder's menu using a directly connected monitor and mouse.
- Navigate to "Configuration" > "Network" > "Advanced Settings" > "Platform Access".
- The "Status" should show as "Online". If it says "Offline," it means the device itself cannot reach the Hik-Connect server. This could be due to an incorrect DNS setting or a firewall blocking the connection. Ensure "Enable" is checked for Hik-Connect.
## Problem 2: Unable to Log In to the App
If you're having trouble signing in to your account, follow these steps.
- Double-Check Credentials: Carefully re-type your username (which can be an email or phone number) and password. Passwords are case-sensitive.
- Use the "Forgot Password" Feature: On the app's login screen, there is a "Forgot Password" link. This will allow you to reset your password by sending a code to the email or phone number associated with your account.
- Check for Service Outages: While rare, there can sometimes be issues with the Hik-Connect service itself. You can check community forums or Hikvision's official social media channels for any announcements.
## Problem 3: Live View Fails to Load or is Very Slow
If you can log in and see your device is online, but the video stream won't load, the issue is likely related to bandwidth.
- Try the Substream: When viewing your cameras, look for an icon to switch between "HD" (Mainstream) and "SD" or "Basic" (Substream). The Substream is a lower-quality video feed that uses much less data and is more likely to load on a slow mobile or Wi-Fi connection.
- Check Your Phone's Connection: Test your phone's internet speed. A weak 3G/4G signal or congested Wi-Fi network may not be fast enough for the high-definition Mainstream.
- Check Your System's Upload Speed: The problem could be at the location of the recorder. The internet connection there needs to have sufficient upload speed to send the video stream out to the internet. Run a speed test on that network.
## Problem 4: Not Receiving Push Notifications
- Check App Permissions: Go into your smartphone's settings, find the Hik-Connect app, and ensure that it has permission to send you notifications.
- Enable Notifications in the App: Within the Hik-Connect app, notifications can be toggled on or off for the entire device or for individual cameras. Make sure they are enabled.
- Configure Device Events: The most important step is to tell the recorder to send the alerts.
- Log in to the recorder's menu.
- Go to "Configuration" > "Event" > "Basic Event" (like Motion Detection) or "Smart Event".
- In the "Linkage Action" tab for your chosen event, make sure that "Notify Surveillance Center" is checked. This is the action that sends the push notification to the app.
By working through these common problem areas, you can diagnose and fix the vast majority of issues with the Hik-Connect app.