Door Entry DS-KV8113-WME1(B) outdoor unit losing connection from hikconnect?

[canakcan]

hello,
My home's garden electric door unit is DS-KV8113-WME1(B). It is connected to my system working good. However suddenly it became offline on Hik connect.

 

[Kyle]

Hi @canakcan
How is the door station connected to your Hik-Connect account? Via QR code / serial number, or via IP address?
Is it connected to an indoor station?
What firmware version is the door station (and indoor station, if applicable) using?

 

[EmerciD]

Bonjour ,
L'unité de porte électrique de jardin de ma maison est DS-KV8113-WME1(B). Elle est connectée à mon système et fonctionne bien. Cependant, elle est soudainement devenue hors ligne sur Hik Connect.

j'ai besoin de votre aider pour mon DS-E08HGHI-B que je ne plus la mains si vous m'aider a réinitialiser sa manuel

 

[canakcan]

Hi @canakcan
How is the door station connected to your Hik-Connect account? Via QR code / serial number, or via IP address?
Is it connected to an indoor station?
What firmware version is the door station (and indoor station, if applicable) using?

From it's web portal I can see it's offline. So I think via IP.

Yes it is connected to indoor all in one station (details below) and it is working.

The main problem is when someone bell the door from outside I can not see from my app because it is offline on hik-connect.

1-) OUTDOOR STATION
serial no: DS-KV8113-WME1(B)0120210713RRG34598471
firmware: V2.2.53 build 220816

2-) INDOOR STATION
Model: DS-KH9510-WTE1
serial no: J10250104
firmware: V2.1.78 build 230204

 

[canakcan]

From it's web portal I can see it's offline. So I think via IP.

Yes it is connected to indoor all in one station (details below) and it is working.

The main problem is when someone bell the door from outside I can not see from my app because it is offline on hik-connect.

1-) OUTDOOR STATION
serial no: DS-KV8113-WME1(B)0120210713RRG34598471
firmware: V2.2.53 build 220816

2-) INDOOR STATION
Model: DS-KH9510-WTE1
serial no: J10250104
firmware: V2.1.78 build 230204

any solution?

 

[Kyle]

Sorry for the delay.
On the device that you have added to Hik-Connect (it's recommended to add the indoor station if you have one connected), make sure Hik-Connect is still enabled in the settings in Network>Advanced>Platform Access.
It's usually best to add the intercom devices to iVMS-4200 to access their settings.
It's not unusual for these settings to revert randomly (normally after a firmware update).
Also, make sure that you have set the DNS servers - Google's 8.8.8.8 and 8.8.4.4 are what we recommend.
Finally, make sure you still have the correct gateway set, which should be your router's IP address - I've you've recently changed ISPs, then you will probably have a new gateway, which would disconnect the camera from Hik-Connect.