Hik-Connect Offline? Here’s How to Get Your System Back Online
The "Device is offline" message in your Hik-Connect app is a common but frustrating problem. It means the app cannot communicate with your Hikvision NVR, DVR, or camera, leaving you unable to view live feeds or playback recordings remotely. Fortunately, most offline issues are caused by simple network problems that you can solve yourself. This guide will walk you through the troubleshooting process step-by-step.
## Step 1: Check the Basics - Power and Physical Connections
Before diving into software settings, always start with a physical check of your equipment. This simple step can save you a lot of time.
- Check Power: Ensure your Hikvision device (NVR, DVR, or IP camera) is powered on. Look for status lights on the front of the unit.
- Inspect Network Cable: Verify that the Ethernet cable is securely plugged into the LAN port on your Hikvision device and the other end is connected to a port on your router or network switch.
- Look for Link Lights: The Ethernet port on your device should have small LED lights. A solid or flashing green/amber light indicates a successful physical network connection. If there are no lights, try a different Ethernet cable or a different port on your router.
## Step 2: Reboot Your Network and Hikvision Device
A simple power cycle can often resolve temporary glitches and re-establish communication. It's crucial to do this in the correct order.
- Reboot your Router: Unplug your internet router from the power outlet. Wait for 60 seconds before plugging it back in. Allow a few minutes for it to fully restart and connect to the internet.
- Reboot your Hikvision Device: Once your router is back online, restart your NVR, DVR, or camera. You can do this through its menu system or by unplugging it from power for 30 seconds.
After both devices have fully rebooted, open the Hik-Connect app and check if the device status has changed to 'Online'.
## Step 3: Verify Device Network Configuration
If the issue persists, you need to check if your Hikvision device is correctly configured to communicate with the Hik-Connect service. You will need to access your device's settings, usually via a connected monitor and mouse or a web browser on a computer on the same network.
- Enable Hik-Connect Service: Navigate to Configuration > Network > Advanced Settings > Platform Access.
- Make sure the "Enable" checkbox for Hik-Connect is ticked.
- The "Server Address" should typically be
dev.eu.hik-connect.comor a similar address for your region. - Crucially, the "Status" should show as "Online". If it says "Offline" here, it points to a local network or DNS issue.
## Step 4: Check IP Address and DNS Settings
For the "Platform Access" status to be online, your device needs a valid IP address and must be able to reach the internet.
- IP Address: In the network settings (TCP/IP tab), ensure "Enable DHCP" is checked. This allows your router to automatically assign an IP address. Alternatively, if you use a static IP, double-check that the IP address, Subnet Mask, and Default Gateway are all correct for your network.
- DNS Server: The DNS server is what allows the device to find the Hik-Connect server on the internet. A common and effective troubleshooting step is to set the "Preferred DNS Server" to a public one, such as Google's 8.8.8.8, and the "Alternate DNS Server" to 8.8.4.4.
After making any changes, save the settings and reboot your device. Give it a few minutes, then check the Platform Access status again. If it now shows "Online," your Hik-Connect app should also be working.