Having Trouble with Hik-Connect?
The Hik-Connect service is a powerful tool that allows you to view your Hikvision cameras remotely from anywhere in the world. However, when it fails to connect, it can be a major source of frustration, leaving you unable to check on your property. Whether you're seeing an "offline" status or the app simply won't load your video streams, we're here to help.
This guide provides a comprehensive set of troubleshooting steps to diagnose and resolve common connectivity issues with the Hik-Connect platform. We'll cover everything from the device configuration to network settings.
Fundamental Troubleshooting Steps
Before diving into router settings and port forwarding, let's ensure the basics are covered. These steps resolve a surprising number of connection problems.
1. Check Internet Connectivity
This applies to both your recording device (NVR/DVR) and your smartphone.
- At the NVR/DVR Location: Is the internet down? Check if other devices at that location can access the internet. Look at the status lights on your router. A common issue is a local internet service outage.
- On Your Smartphone: Are you connected to Wi-Fi or have a stable mobile data connection (4G/5G)? Try browsing a website to confirm your phone has an active internet connection.
2. Verify Device Configuration in the NVR/DVR
For Hik-Connect to work, it must be enabled and correctly configured on your recording device.
- Log into your NVR/DVR: Access your device's menu using a connected monitor and mouse, or via a web browser on a computer on the same local network.
- Navigate to Network Settings: Go to
Configuration > Network > Platform Access. - Check the Settings:
- The "Enable Hik-Connect" box must be ticked.
- The Platform Access Mode should be set to "Hik-Connect".
- The Status should read "Online". If it says "Offline", your device is not successfully communicating with the Hik-Connect servers.
3. Power Cycle Your Equipment
A simple reboot can often clear network glitches.
- Reboot the NVR/DVR: Use the menu to perform a clean shutdown, or unplug it from power, wait 60 seconds, and plug it back in.
- Reboot Your Router: Unplug your main internet router, wait a minute, and power it back on. This can resolve many network-related issues.
Advanced Network Solutions
If the status in your NVR/DVR settings is "Offline" or you are still unable to connect, the issue is likely related to your network configuration.
Step 1: Check DNS Settings
The NVR/DVR needs to use a reliable DNS (Domain Name System) server to find the Hik-Connect service on the internet.
- Navigate to Network Settings: Go to
Configuration > Network > Basic Settings > TCP/IP. - Set a Public DNS: While your internet provider's DNS may work, it can sometimes be unreliable. Manually set the Preferred DNS Server to a public one, such as Google's (
8.8.8.8) or Cloudflare's (1.1.1.1). - Test the Connection: After saving the new DNS settings, go back to the Platform Access page and see if the status changes to "Online".
Step 2: Configure Port Forwarding
While Hik-Connect's P2P service is designed to work without port forwarding, it can be unreliable. Manually forwarding ports on your router is the most robust way to ensure a stable connection.
- Find Your Device's IP Address: In the TCP/IP settings, note the local IPv4 address of your NVR/DVR (e.g., 192.168.1.100). It's best to set this to a static IP address so it doesn't change.
- Identify Required Ports: You typically need to forward three ports:
- HTTP Port: Default is
80. - Server Port: Default is
8000. - RTSP Port: Default is
554.
- HTTP Port: Default is
- Log into Your Router: Open a web browser and enter your router's IP address (often 192.168.1.1 or 192.168.0.1).
- Find the Port Forwarding Section: This is usually located under "Advanced Settings", "Firewall", or "NAT Forwarding".
- Create the Rules: Create a new port forwarding rule for each of the three ports listed above, directing them to the static IP address of your NVR/DVR.
Step 3: Check for Network Conflicts
- Double NAT: If you have more than one router in your network (e.g., an ISP modem/router combo and your own separate Wi-Fi router), you might be in a "Double NAT" situation, which can block services like Hik-Connect. You may need to set your ISP's device to "modem only" or "bridge mode".
- Firewall Restrictions: Ensure that your router's firewall is not blocking the ports you are trying to use.
By methodically working through these steps, from basic checks to advanced network configuration, you can overcome most Hik-Connect connectivity issues and restore reliable remote access to your security system.