Hik-Connect HIKVISON APP keeps going off-line???

[dalB]

Hi all.

I have read the majority of threads here re offline issue. I have accessed the interface (HVR4.0).

I have obtained the IPv4 Address, IPv4 Subnet mask, IPv4 default gateway from command prompt by typing in "ipconfig"

The preferred DNS server i have set same as IPv4 default gateway as advised on this forum, Alternate DNS server set to 8.8.8.8

Unchecked obtain DNS server automatically and unchecked Enable DHCP.

All ok for half a day then off line again today, so checked Enable DHCP and checked obtain DNS server automatically but offline again now.

Any ideas?

 

[JB1970]

Hi all.

I have read the majority of threads here re offline issue. I have accessed the interface (HVR4.0).

I have obtained the IPv4 Address, IPv4 Subnet mask, IPv4 default gateway from command prompt by typing in "ipconfig"

The preferred DNS server i have set same as IPv4 default gateway as advised on this forum, Alternate DNS server set to 8.8.8.8

Unchecked obtain DNS server automatically and unchecked Enable DHCP.

All ok for half a day then off line again today, so checked Enable DHCP and checked obtain DNS server automatically but offline again now.

Any ideas?

The primary DNS should be 8.8.8.8 not the secondary one. Otherwise it’ll always use the gateway address for DNS and if it’s not cached in your router, the request will go out to your internet providers preferred DNS server. So set the primary to 8.8.8.8 or 8.8.4.4 or 1.1.1.1.

It’s best to use a static IP for your NVR. However, when you uncheck DHCP, the previous address you’re left with is from the routers DHCP pool and may later get assigned to another device causing a conflict. To avoid that, manually set that address high. For instance, if when you uncheck DHCP, the address is 192.168.0.12, just change it to .250 (assuming you’ve not manually set that elsewhere)

 

[dalB]

Hi,

Thanks for the reply.

I have spoken to BT to set up a static IP, they are calling me back again today at 6 but were asking about any port forwarding that is needed which i didn't understand.

Do i need to provide this info?

 

[JB1970]

You don’t need a static IP with BT - that’s the external internet facing address. You simply need a static IP on your NVR which is on your internal network as I’ve detailed. Also port forwarding is unnecessary when using the Hik-Connect service. Don’t pay BT for a static IP, it will not help your issue!

 

[dalB]

thanks for the prompt reply,

hikconnect is online now but when the staff come into the shop later and switch on all other devices it goes offline.

i have tried and tried but not getting no where on this issue., spent 1 hour and 50 mins with BT this morning. re static ip and rebooting the router about 6 times.

 

[JB1970]

thanks for the prompt reply,

hikconnect is online now but when the staff come into the shop later and switch on all other devices it goes offline.

i have tried and tried but not getting no where on this issue., spent 1 hour and 50 mins with BT this morning. re static ip and rebooting the router about 6 times.

Your router has a DHCP pool and when a device has the DHCP option enabled, it broadcasts a request, your router responds with an offer and your device takes that IP address. The router will then not assign that specific address to another device while the lease is active. Your NVR needs a static IP address, so you untick the DHCP option. However the address it now has is the one the router provided and the router is now able to assign that address to another device - IE your staff members iPhone when they walk through the door. Just untick DHCP on the MVR network settings but then change the last bit of the IP address to 250. The addresses are assigned in order so unless 249 devices join your network all is good.

 

[dalB]

im sure i have tried this, i changed the last bit to 130 and we only have about 10 connected devices. do i need to mess around with the BT hub static ip settings at all?

 

[JB1970]

im sure i have tried this, i changed the last bit to 130 and we only have about 10 connected devices. do i need to mess around with the BT hub static ip settings at all?

No, no need to touch the router. If your with BT your NVR network settings would be as follows:

DHCP - unticked
IP address: 192.168.1.250
Subnet: 255.255.255.000
Gateway 192.168.1.254
DNS Server 1 - 8.8.8.8
DNS Server 2 - 8.8.4.4

on the NAT page untick enable (it often applies itself when you enable Hik-Connect - I've no idea why as it's not needed)

 

[dalB]

just checked hik-connect from my phone saying, network unstable - connecting again....... takes ages whereas before when system was first installed, pages were loadeding up fast.

 

[dalB]

there we go device is now off-line..... what a nightmare

 

[JB1970]

I

just checked hik-connect from my phone saying, network unstable - connecting again....... takes ages whereas before when system was first installed, pages were loadeding up fast.

If it is all configured correctly and you still get that, you may have another underlying network issue. If you have decent 4G coverage, try temporarily disabling WiFi on your phone and connect using the mobile network. If it connects ok, then perhaps your WiFi is flakey.

 

[dalB]

i am not at the store now, but i did get all configuration details from ipconfig, i have to check the NAT page to uncheck enable

 

[JB1970]

i am not at the store now, but i did get all configuration details from ipconfig, i have to check the NAT page to uncheck enable

It would be unlikely to cause an issue it was ticked, it's just that it's unnecessary.

 

[dalB]

i will check the TP link powerline adapters, although I do recall from this morning when I was connecting with BT via phone, I saw the DVR device in hub manager.

 

[dalB]

now the staff are in the takeaway, and all the tablets for the delivery platforms are switched on and running, the hikconnect goes off-line

 

[JB1970]

i will check the TP link powerline adapters

Enough said - any electrical noise on the mains from appliances can result in a poor link between the powerline adaptors, poor network throughput, high latency and momentary disconnections and all the while your DVR is trying to maintain a connection to the server . Install a cable from the router to the NVR directly to eliminate those issues.

 

[dalB]

Hi,

Do you think the below method will solve my issue, this was a recommendation given by yourself in March 2021:

There are numerous ways to set up and configure it. The Hik Connect app with the Hik Connect service are the only way to have all features working. Primarily this means that you can use the Hik Connect app and connect to your system both locally and remotely (4G) using IP addresses or your own Dynamic DNS address. But doing that you won't get push notifications of any events to your phone. For push notifications to work you have to go through the Hik Connect service - bummer.

The connection to the internet can be done with UPnP or Port Forwarding. UPnP tries to negotiate the port mapping automatically with the router while with port forwarding, you switch off UPnP and setup port forwarding in the router. Port forwarding is the method that Hikvision recommend for speed and reliability. I would do things in this order:

1. From memory the Sky router assigns addresses in the range 192.168.0.xxx. First you need to set a static IP address in the NVR network settings. I'd use 192.168.0.250 (DHCP will assign addresses starting at the lowest - unless you have 249 other things on the network that'll be fine) In Network > TCP/IP uncheck the DHCP box then set IP to 192.168.0.250, Subnet 255.255.255.0, Gateway 192.168.0.1, DNS 8.8.8.8 and 8.8.4.4
2. Ensure that you disable NAT (Network > NAT)
3. Change the port numbers in the NVR (Network > Advanced > More Settings) - as the default ones are well known and prone to illegal login attempts. I use three consecutive ports (makes the port forwarding easier in the router) IE http 49000 (from 80), server 49001 (from 8000), RTSP 49002 (from 554). After that you'll access your NVR web page at http://192.168.0.250:49000 if you ever need to
4. Login to the router at 192.168.0.1. Username is admin password will either be sky, Sky or your WiFi password
5. In security (I think) find the section called services. Click add, call it CCTV and set the ports as 49000 - 49002 TCP and apply
6. One tab across click port forwarding. In the incoming rules click add new rule. Select CCTV as the service, source any, destination 192.168.0.250, allow always and apply
7. In the Hik Connect app for your site (your original one, not the one you added today) click on the settings icon (little hexagon to the right of the site name), configure DDNS. Set port mapping mode to Manual, enter the server port (49001) and the http port (49000) along with the admin username and password

 

[JB1970]

No it's just a different way of connecting. Using the 'direct' method I describe above, your NVR is connected to the router and not logged into the Hik-Connect server. Because of that your phone does not need to be connected/logged in to the Hik-Connect server either. You simply make a connection to the NVR via the external address of your router and the port forwarding in the router diverts the connection to the DVR. However doing it that way you either need to set up your own DDNS domain (DynDNS for example) or have a static external IP address from BT. Ultimately though if the connections through the power line are not stable, you will have connection issues no matter how you try and connect.

 

[dalB]

thanks again for all your help.

installer is not contactable tried several times.

i will test the TP link powerline adapters and network port on DVR via a laptop. They have now gone off line again today once the business opens for trade. I think from what i recall last night the port numbers were inactive/invalid whilst in off line status???

 

[JB1970]

thanks again for all your help.

installer is not contactable tried several times.

i will test the TP link powerline adapters and network port on DVR via a laptop. They have now gone off line again today once the business opens for trade. I think from what i recall last night the port numbers were inactive/invalid whilst in off line status???

The inactive/invalid status doesn't matter as NAT should not be enabled/ticked.

What I would do if I were you is test at two different times - when the takeaway is closed and staff are absent and again when it's open and everything is in full swing.

- Unplug the cable from the back of the DVR and connect that to your laptop.
- Run 5 or so separate speed tests. You'll get different results each time so one test is not enough
- if your on Windows. Search 'CMD' and open a Command prompt
- type in ping -t 8.8.8.8 leave that running for a couple of minutes before stopping it (CTRL C) The summary when you stop it will show min, max and average response times along with how many pings were sent, received, lost. Min, Max and Avg should be similar and lost packets ideally 0. Mine for reference are 30 - 40 with an average of 32ms.

If you're seeing poor results when the takeaway is closed, we can possibly blame the powerlines (just to note, these MUST be directly in the wall outlet to avoid issues - not an extension lead). If you're only getting poor results when the takeaway is open then maybe it's just the additional traffic on the network, or just as likely - appliances that are powered up causing noise in the AC circuit.