NVR DS-7716NI-M4 / 16P Hik-Connect cannot connect online?

[BuddyLove]

I'm using NVR DS-7716NI-M4 / 16P and Hik-Connect was working fine, then I decided to upgrade the firmware to latest version (DS-7716NI-M4/16P and then everything stopped working with Hik-Connect. I've now put the NVR back to version (V4.61.410 build 221123) that was working before but now Hik-Connect still cannot connect to the end server. I tried many servers and the only pingable one is litedev.sgp.hik-connect.com but it still cannot connect. I can see other people have experience similar behaviour but can't find any resolution, any help would be appreciated as currently I cannot access the cameras remotely.

 

[johnfitzy]

Hi @BuddyLove ...

on the NVR configuration page:

is the connection status showing error "Offline (0xe0020008)"?

 

[BuddyLove]

Yes

 

[johnfitzy]

This has happened to me 3 times... everyone refers to it as being "blacklisted", but I don't think that's a good description... seems like something just gets "corrupted" in the Hik-Connect sever database when upgrading or downgrading firmware versions on the NVR (more often when downgrading) .... I've found this can be avoided by disconnecting and unbinding the NVR from Hik-Connect before doing a firmware upgrade (or downgrade) and then re-binding and connecting again after the firmware change.

The only way to correct this is to email support@hikvision.com ... include the error code, your NVR serial number, and region in the email... they may reply they need a few more details... reply with any details they request... one time I did have to contact them twice (maybe not all the techs are familiar with the issue) ... If they reply the problem is fixed and you still see the same error just email them again... the 3 times I went thought this process it took anywhere from 12 to 48 hours to get it resolved... the Hikvision techs were prompt and helpful!

You can search for the error message "Offline (0xe0020008)" or "blacklisted" on this site for more info... You'll see even @Kyle (an administration on this site) has run into this issue:

So, halfway through testing, our demo M-Series was blacklisted - presumably because I was installing older firmware and defaulting the unit.

It's far from ideal, but I've been told that only Hikvision's HQ can take it off the blacklist, and that I need to wait for them to reopen after Chinese New Year for this on the 19th February.

Fortunately, it's not Chinese New Year now!

 

[BuddyLove]

Thank you for this, I’ll email them now, thank you again.

 

[BuddyLove]

Hikvision support are saying I need to go via distributor to get blacklist remove, they won't help end users. They are forcing me to pay a distributor to check and rasise a ticket with them.

 

[johnfitzy]

I would try waiting a few days and emailing them again.

 

[BuddyLove]

I'll try that thank you

 

[BuddyLove]

Same thing happened again and said they can't help end-users, I'll try again in a few days maybe 3rd time lucky.

 

[johnfitzy]

@BuddyLove if the 3rd times not the charm, then what?

 

[BuddyLove]

They said the same thing so I’m now not using Hik Connect now

 

[johnfitzy]

Hi @BuddyLove ... this post from @imtiyazp today might help:

Okay, so here is my conclusion. Over a year ago I lost Hik-Connect access when I went from a higher firmware to a lower one. I tried everything, like going lower to higher. During this period, Hik support in Ireland tried to remove my black listed NVR from the Hik-Connect portal, they tried 3 times and Hik-Connect worked for a maximum of one hour and then went off with the same error code. I wrote letter after letter to complain, but yielded no results. In fact, one guy who called me stating that my NVR had been modified by me, what a load of ?????.

I decided to write one last letter to the HQ of HikVision in China, I enclosed all the previous letters. After a long time, when I had almost given up, I got a call from a technical manager who apologised that most of my previous letters in the UK were ignored, etc. Funny how they called me after the letter was sent to the CEO of HikVision in China.

The chap who called me told me that there was a way to completely resolve my issue and that a technical chap would call me from Ireland, take over my computer with software that I would need to install and to make sure my NVR was on the same LAN as my computer. They called the next day and then took literally an hour doing things on my NVR. They then told me to wait for China to remove the NVR from their portal. I was dubious, since according to Hik-Vision Ireland this had been tried before. 2 days later, I got a call for me to try and connect Hik-Connect. To my shock it worked and remained on (it has now been 3 months).

So, the conclusion is that that the HIK NVR has a machine id that is different to the Serial number of the NVR. My NVR got blacklisted using the combination of the Serial number and Machine Id, so in the past when the serial number was released from the blacklist by Ireland and when the software did its regular check for the combination of the serial number and Machine id, it go blacklisted again. The resolution was that when they tech support dialled in, they changed the Machine Id of my NVR (not serial number, that remained as it was). Then they ask China to release the serial number again. This time the portal found that the combination of the existing serial number and new Machine Id was not on the blacklist. Funny enough the original tech people in Ireland were not aware of the Machine Id.

Also, HikVision gave me £100 worth of Amazon vouchers for my long year inconvenience.

 

[BuddyLove]

Thank you will look into this