Hik-Connect Reset HikVision Camara Password

[Radhak]

Hello Everyone, I bought a HikVision Network bullet camera as a spare for my HIKVision NVR in 2023. Lately one of my HIKVision Network camera stopped working after I think 4-5 years of good service. In order to replace this faulty camera I tried to connect the camera I bought (not used or configured) in 2023 to my NVR. The first thing I noticed is that it was not connecting as the error message indicated USER-ID and/or PASSWORD not correct.
Now I expect a brand new camera to be either having HIKVision default user-id and/or password which this camera does not seem to be having. I then connected the camera to my Laptop (Windows 11 Pro 24H2) using a PoE switch and tried to reset the admin password using SADP software 3.1.4.4. I generated the "Export Device Feature Code File". This got saves as .xml file. I sent the file to HIKVision support and after a day I received a .xml file via e-mail indicating that the file was to be used to reset the password.
I went through again SADP software, selected "import File" and pointed location of the file sent by HIKVision support in the dialog box and selected a new reset password. When I clicked confirm button to have the Camera reset to factory defaults, I got a error message that:
"Resetting password failed. [2039] Reset Password incorrect reset token. Check if the key or key file is correct"
I simply do not understand what is going on as it should be a straight forward process.

My request is if someone can point me towards someplace where I could submit the .xml file and have the reset key generated so that I could get my Camera reset to factory default.

 

[Dan]

Hi @Radhak

Can you please confirm the model number of the camera you are trying to reset?

 

[Radhak]

The Model Number of the IP Camera I am trying to reset is: DS-2CD1027G2-L

 

[Dan]

Hi @Radhak

The reset process you describe above is the correct process.

The .xml reset files are time sensitive; if you don't use them quickly enough, they can stop working.

We would recommend taking that error code back to Hikvision support and ask then to generate you a new file.

 

[Radhak]

Yes. I did. They sent me another new file based on the new generated file I had sent them.

The scenario as it stands is that I generated a new file and made sure that neither the PC nor the IP Camera is switched off after the generation of the file. The issue I have with the support people is that they do not respond immediately. It takes around 48 hours before I get the file sent top me via e-mail. So when they sent the file today, I tried to apply it to the SADP - Forgot Password function. after a few seconds I get a error message saying that "Device Timeout". Tried again and I got the same message. I googled to see how to get over this timeout issue and found that I may have to re-boot the PC. If I do that, there is a chance that the IP Address of the PC could change also the connectivity between the camera and the PC will be lost temporarily. Anyway did that, and then I got the same 2039 error. Tried to read the file and get the reset key and apply the reset key. Got the same error message (2039).

Is there any tool available, I could myself generate the export file and use the tool to get the reset code or the reset file regenerated almost immediately? I have already sent my newly generated code file to support and it is almost 6 hours and still I have not received any reply.

Any help in this would be much appreciated.

 

[Dan]

Hi @Radhak

Unfortunately, only Hikvision support can perform the password reset and we can only ask Hikvision to perform a password reset for our customers.

Have you tried taking your reset file to the supplier you purchased the camera from? They might get a faster response from Hikvision support.

With most Hikvision cameras you have the other option of performing a full hard reset using the reset button on the camera, but unfortunately, some entry-level value models like the camera you have don't come with a reset button.