Email Notifications Have Stopped Working?

[catwoman]

Hello, I have one Hikvision camera and a couple of weeks ago I stopped getting email notifications for any line crossing or motion detection alerts via my Outlook account.
I’ve checked the forum and elsewhere for a solution and changed the email settings on the Hikvision configuration area to a Gmail account, both with and without 2 step verification, but no success. I’ve also created a new Outlook and Yahoo account but still no luck. All email settings generate a successful outcome when I send a test email. I haven’t changed anything else on configuration so I’m stumped!
Any suggestions appreciated, it’s driving me mad

 

[Kyle]

Hi @catwoman

Just to confirm, do you actually receive the test emails?

Do you see any motion or line crossing detections if you go to Configuration>System>Maintenance>Log in a web browser and search the logs?

Also, on the event settings, make sure that the "Send Email" box is still ticked under the Linkage Method tab.

 

[catwoman]

Hi @catwoman

Just to confirm, do you actually receive the test emails?

Do you see any motion or line crossing detections if you go to Configuration>System>Maintenance>Log in a web browser and search the logs?

Also, on the event settings, make sure that the "Send Email" box is still ticked under the Linkage Method tab.

Yes I receive the test emails. I’ve just checked the log and there’s a long list that’s up to date. The ‘send email’ box is ticked.
Thanks

 

[Kyle]

I'm not sure what else could be, I'm afraid. Are DNS servers still set? Try 8.8.8.8 and 8.8.4.4?

Is your email address longer than 32 characters long? We've found that this can cause issues with Outlook notifications before.

What's the model number of the camera and which firmware do you have on it?

Power-cycling or even hard-resetting the camera can sometimes fix unusual issues like this too.

 

[catwoman]

I’ve changed the DNS servers but it hasn’t made any difference, and my email address is less than 32 characters...
Model number: DS-2CD2385FWD-I
Firmware version: V5.5.80 build 18091
Unless the firmware is automatically updated, I’ve not done it manually. Would that make a difference?

I’m not sure how to power-cycle or do a hard reset, if you could let me know how to do it I’ll give it a go

 

[catwoman]

Problem solved - I rebooted the device and email notifications are being received again!! Thanks for your patience Kyle

 

[Kyle]

Ah brilliant, thank you for the update

If you ever need to do so in the future, there are instructions here on how to hard-reset the camera:

How-to: - Part 13: How do I reset my Hikvision device to factory settings?

In some cases, you’ll need to reset your Hikvision device to its inactive factory state. This could be if you’re passing the system on to somebody else; if you’ve forgotten your password; or simply if something has gone wrong during the configuration, meaning you need to start afresh. There are...

www.use-ip.co.uk

I would definitely update the firmware on your camera too, which should improve the performance and security.
V5.6.6 210625 is the latest version, but update in these incremental steps to make sure everything installs properly:

Here are our instructions for carrying out each update:

How-to: - Part 8: How do I update the firmware on my Hikvision device?

It is vital that you keep the firmware of your Hikvision devices up-to-date, which means installing the newest version as soon as it becomes available. The best and easiest way to do this is to use the device’s web browser interface. The below steps will show you where to find the newest...

www.use-ip.co.uk

 

[catwoman]

That’s great, thanks very much Kyle!