Troubleshooting Hikvision Live View Failures
When you need to check your property, there's nothing more frustrating than being unable to access the live view from your Hikvision security system. Whether you're using a web browser, the iVMS-4200 client, or the Hik-Connect mobile app, issues like a black screen, plugin errors, or connection failures can prevent you from seeing your live feed.
Hikvision systems are professional-grade and highly configurable, which means there are several potential points of failure. This guide will walk you through the most common problems and their solutions, from simple network checks to more advanced configuration fixes.
Common Hikvision Live View Problems
- In a web browser, you see a message like "Live view failed" or "Please click here to download the plug-in" even after installing it.
- The iVMS-4200 software shows the device as online but displays an error code like 240005, 340005, or HCNetSDK.dll[91] when you try to open the live view.
- The video screen for one or all cameras is completely black or stuck on a single frozen image.
- The Hik-Connect app shows the device as offline or fails to connect to the video stream.
- The live view works on your local network but not when you try to access it remotely.
How to Fix Your Hikvision Live View
Let's break down the troubleshooting process into logical steps.
### 1. Web Browser Plugin Issues
This is the most frequent problem for users trying to access their system via a web browser (like Chrome, Firefox, or Edge).
- Modern Browser Incompatibility: Modern browsers have discontinued support for the NPAPI plugins that Hikvision's web interface traditionally relies on. Your best and most reliable solution is to stop using a web browser for live view and instead use Hikvision's dedicated desktop software.
- Use the iVMS-4200 Client: Download and install the iVMS-4200 client from the official Hikvision website. This software is designed specifically to communicate with your cameras and NVR/DVR and does not suffer from browser plugin issues. It is the recommended method for viewing on a PC or Mac.
- Internet Explorer Mode: If you absolutely must use a browser, Microsoft Edge has an "Internet Explorer Mode" which may allow the old plugin to function. This should be considered a temporary workaround, not a long-term solution.
### 2. Network Connectivity and Configuration
Error codes often point to a network problem where your app or software can't reach the camera.
- Verify IP Addresses and Ports: In your viewing software (iVMS-4200 or Hik-Connect app), double-check that the IP address, port (usually 8000 for the server port), username, and password for your NVR or camera are all entered correctly. A single typo will cause the connection to fail.
- Local vs. Remote: Can you view the cameras on a monitor connected directly to the NVR? Can you view them on a computer on the same local network? If yes, but you can't view them remotely, the issue is with your port forwarding rules on your router or your Hik-Connect service.
- Reboot Everything: As with any network device, a simple reboot can fix many problems. Power down your NVR/DVR, your cameras, and your internet router. Wait two minutes, then power them back on in this order: router first (wait for it to connect to the internet), then NVR/DVR, then cameras.
### 3. Main Stream vs. Substream
Your Hikvision device provides multiple video streams at different quality levels.
- Substream for Remote Viewing: The 'Main Stream' is high-resolution and uses a lot of bandwidth. The 'Substream' is lower resolution and uses far less. When viewing remotely, especially over mobile data, your connection may not be fast enough for the Main Stream.
- In iVMS-4200 or the Hik-Connect app, there is usually an option to switch between stream types. It might be labelled with "HD" and "SD" or "Clear" and "Basic". Try switching to the Substream (SD/Basic) to see if the video loads. If it does, your issue is bandwidth-related.
### 4. Hik-Connect Service
If you use the Hik-Connect cloud service for remote access:
- Check Device Status: Log into your Hik-Connect account. Is the device showing as 'Online'? If it's 'Offline', the NVR has lost its connection to the internet. Check its network cable and local network settings.
- Enable Platform Access: Log into your NVR's local interface, go to Configuration > Network > Platform Access. Ensure the status is 'Online'. If not, there's a problem with the NVR's connection to the internet.
By methodically checking these four areas—how you're viewing, your network settings, the stream type, and your remote access service—you can diagnose and resolve the vast majority of Hikvision live view issues.