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7716NI-I4 (Non POE) Hik-connect offline after 4.40.016 software update

fin

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18
Hello putting all the info in once thread as requested, I know a few others are having the same issue, not sure what broadband they have I have Sky out of interest.

Had a 7716NI-I4 running software 4.22.005 perfect with everything working and Hik-connect online until updating to the latest firmware 4.40.016.

So this is what I did, I tried to upgrade to the 2mp version of emails for 4.40.016 but my unit went off line so I then loaded the normal version of 4.40.016 but the unit stayed offline, I then tried normal version of 4.40.015 then back to 4.22.005 and all of them kept my unit offline on hik-connect despite my PC able to talk to it and it send test emails, each time I uploaded the config file I saved before I started to see if this resolved this but it still didn’t sort it.

In the last year I upgraded my 7708NI-I4 (non POE) to a 7716NI-I4(non POE) and never sold the 7708. The 7708 was on version 4.40.15. so I upgraded the problematic 7716 to the same version 4.40.015 as i had rolled it back to its previous working stat of 4.22.005 and then put them across two screens and spent hours checking every setting whatsoever was the same as the 7708NI-I4 which as soon as I plugged it in it went straight online in relation to Hik-connect.

I went onto hik-connect.com and the 7716 was there from previous however was offline no matter what I did so I delete it and tried to re add but it constantly says offline as per my photos and would not let it be added.

Ive put some general screen shots on of settings and I’ve tried various different servers on the Hik-Connect section but non make it go online and I try scanning with Hik-Connect QR on my phone or via the online version on my PC each time and it always says offline. Note the 7708 in the photos is 192.168.0.64 and the problematic 7716 is 192.168.0.200, I’ve also tried pinging various address as noted in help literature on this forum including the latest one litedev.eu.hik-connect.com and it fails the ping as per the notes on one of the help leaflets but the old one doesn’t ie litedev.hik-connect.com it pings perfect but does not allow the unit to go online though, I’ve tried everything I found on this site this issue points to the DNS settings would be wrong but they are the same as the other unit which works. I also tried setting the unit for a period of time on DHCP mode so it was auto populated by the router but that didn’t make any different.

1610112640322.png

1610112672013.png

1610112683649.png

1610112702241.png


I then tried putting the NVR into a DMZ and that didnt help.

So i then tried the telnet checks.

when I do telnet dev.hik-connect.com 8555 it does as the help manual states and goes blank for a moment and then back to a normal screen, it doesn’t say it passes or fails or anything of the sort.

However when I run telnet litedev.hik-connect.com 8555 it fails

And when I run telnet litedev.eu.hik-connect.com 8555 it also fails.

Remembering ive another NVR in the house working fine on litedev.eu.hik-connect.com and an intercom system also.

I’ve also tried having the preferred dns 8.8.8.8 and secondary as 8.8.4.4 and then the other option as preferred 192.168.0.1 and secondary as 8.8.8.8 as there is conflicting documents on the internet stating what should be set to what.

1610112866309.png


I then added all my individual cameras to Hik-connect using the litedev.eu.hik-connect.com server address that was already populated with and that went fine and they go online

I then got some advice to complete the following I did this via 4200 as well as web based which unfortunately didn't work

1. Login to your NVR via Web Client
2. Navigate to "Network" "Advanced Settings" & "Platform Access" click the eye icon to View your Verification Code
3. Highlight & Copy the Verification Code
4. Navigate to the "Local" tab at the top of the Menu List
5. Clear the "Encryption Key" box, the paste the copied Verification Code into the Encryption Key box
6. Click Save

I then went back several versions of the software 2 at a time almost back to version 3, didn't resolve it so did the same sequence back to 4.40.015

I then tried using Sky DNS addresses being 90.207.238.97 and 90.207.238.99 and this has not resolved it, so went back to the normal.

I then hard reset the unit, that didn't work so reuploaded my previous saved config file

Some general shots of my unit

1610113320251.png


1610113334886.png


Now one issue I've noticed is, when I untick the custom box next to the server address which I know is an issue historically it removes the .eu from the address where as my other unit does not do that as the screen shots below
1610113370688.png

1610113447362.png


On the 080121 version 4.40.017 appeared in the UK portal I updated to that and it didn't make any difference.

090121 still running 4.40.017 I then did a total default reset and setup via 4200 then did another reset as it didn't fix it and then setup via the unit direct linked to a TV and nether worked.

Later on the 090121 I got a new 7616NI-I2/16p 2020 build running V4.22.005 build 191208 I had in a box that I bought by accident (Long story), turned it on for the first time and Hik-Connect went straight online so its nothing to do with my router proved again. So I decided to downgrade my problematic unit to V4.22.005 build 191208, then full default reset it and tried to setup via 4200 and via a TV on the unit direct and still the issue it wont go online and if you take the tick out of the box it drops the .eu out of the litedev.eu.hik-connect.com address. I gave up at that point and reverted it back to 4.40.017 id put on the previous evening.

And this is where i am upto.
 
Last edited:
Solution
@lau110 i've solved it, see chat between myself and hik support today I went on the below link and clicked "chatbot"


hello upgraded my 7716NI-I4 non poe 2 months ago to 4.40.016 and hik connect is offline

2021-01-11 17:09:47
avatar.png

Dear customer,
You can set by following steps:
1) Make sure your device is accessible in LAN;
2) Make sure your LAN is connected to public network without restriction;
3) Make sure you fill in the default gateway and DNS server correctly;
You can also try to switch your DNS server from 8.8.8.8 to the local one which could be found in your router...

fin

Member
Messages
117
Points
18
@lau110 yes I found that myself around midnight last night, excitedly tried it and it didn’t make any difference. Can I ask is yours a non POE model like mine, be interesting to know the exact model you have maybe it’s a very specific problem.

@Phil I’ve updated my main post with this additional info to try and keep everything together
 
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lau110

Member
Messages
40
Points
8
Ours is a DS-7732NI-I4(B) so a non-POE model as well. Essentially the same model as yours to my understanding. This has been an utterly dismal user experience as there is no other way to get push notifications.
 
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fin

Member
Messages
117
Points
18
@lau110 not great is it, I've updated my post further in the last few minutes, I've spent today trying other units that are new in the box but running older software and they connect to Hik-connect no issue, I've also tried various software and resets. It's something to do with that software 4.40.016 that's messing up a settings, I don't have the energy to take my unit version by version back to version 3 to see if that will fix it. just wish I could find and expect even paid to get this fixed.
 
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lau110

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Points
8
Not sure if -I series would even support rolling back to V3, on the EU portal it says "not support for 7732-NI-I4_24P before V4.1.64 !!!!!"

Literally everything else I have ruled out and even at one point had a new -K2 series DVR running with Hik-Connect with no issues on the same network. Annoying as well the update that was just released seems to have "fixed" a problem that didn't seem to exist in the first place whilst ignoring a blatant issue with Hik-Connect affecting likely pretty much anyone with this NVR model and firmware version...
 
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fin

Member
Messages
117
Points
18
@lau110 i've solved it, see chat between myself and hik support today I went on the below link and clicked "chatbot"


hello upgraded my 7716NI-I4 non poe 2 months ago to 4.40.016 and hik connect is offline

2021-01-11 17:09:47
avatar.png

Dear customer,
You can set by following steps:
1) Make sure your device is accessible in LAN;
2) Make sure your LAN is connected to public network without restriction;
3) Make sure you fill in the default gateway and DNS server correctly;
You can also try to switch your DNS server from 8.8.8.8 to the local one which could be found in your router configuration interface via web.
For more details, please refer to the files below.
icon_pdf.gif
How to Solve Hik-Connect Offline Issue.pdf

2021-01-11 17:10:25
i have tried every single help item on here and the internet and even rolled it back to the previous software and it did not resolve it, i then upgraded to the latest 4.40.017 and its still an issue, several other people are reporting this same issue on online help forums

2021-01-11 17:11:06
tried every single bit of that help file

2021-01-11 17:11:37
i have two other units on this network just they were never upgraded to 4.40.016 and they work fine and all three have exactly the same settings

2021-01-11 17:14:02
avatar.png

Please default device, then re-configure the network parameter.
2021-01-11 17:14:59
done that at version 4.40.016 4.40.017, and the old version of software 4.22.005 and non of it works

2021-01-11 17:15:08
Hello putting all the info in once thread as requested, I know a few others are having the same issue, not sure what broadband they have I have Sky out of interest.

Had a 7716NI-I4 running software 4.22.005 perfect with everything working and Hik-connect online until updating to the latest firmware 4.40.016.

So this is what I did, I tried to upgrade to the 2mp version of emails for 4.40.016 but my unit went off line so I then loaded the normal version of 4.40.016 but the unit stayed offline, I then tried normal version of 4.40.015 then back to 4.22.005 and all of them kept my unit offline on hik-connect despite my PC able to talk to it and it send test emails, each time I uploaded the config file I saved before I started to see if this resolved this but it still didn’t sort it.

In the last year I upgraded my 7708NI-I4 (non POE) to a 7716NI-I4(non POE) and never sold the 7708. The 7708 was on version 4.40.15. so I upgraded the problematic 7716 to the same version 4.40.015 as i had rolled it back to its previous working stat of 4.22.005 and then put them across two screens and spent hours checking every setting whatsoever was the same as the 7708NI-I4 which as soon as I plugged it in it went straight online in relation to Hik-connect.

I went onto hik-connect.com and the 7716 was there from previous however was offline no matter what I did so I delete it and tried to re add but it constantly says offline as per my photos and would not let it be added.

Ive put some general screen shots on of settings and I’ve tried various different servers on the Hik-Connect section but non make it go online and I try scanning with Hik-Connect QR on my phone or via the online version on my PC each time and it always says offline. Note the 7708 in the photos is 192.168.0.64 and the problematic 7716 is 192.168.0.200, I’ve also tried pinging various address as noted in help literature on this forum including the latest one litedev.eu.hik-connect.com and it fails the ping as per the notes on one of the help leaflets but the old one doesn’t ie litedev.hik-connect.com it pings perfect but does not allow the unit to go online though, I’ve tried everything I found on this site this issue points to the DNS settings would be wrong but they are the same as the other unit which works. I also tried setting the unit for a period of time on DHCP mode so it was auto populated by the router but that didn’t make any different.

1610112640322.png
1610112672013.png
1610112683649.png
1610112702241.png

I then tried putting the NVR into a DMZ and that didnt help.

So i then tried the telnet checks.

when I do telnet dev.hik-connect.com 8555 it does as the help manual states and goes blank for a moment and then back to a normal screen, it doesn’t say it passes or fails or anything of the sort.

However when I run telnet litedev.hik-connect.com 8555 it fails

And when I run telnet litedev.eu.hik-connect.com 8555 it also fails.

Remembering ive another NVR in the house working fine on litedev.eu.hik-connect.com and an intercom system also.

I’ve also tried having the preferred dns 8.8.8.8 and secondary as 8.8.4.4 and then the other option as preferred 192.168.0.1 and secondary as 8.8.8.8 as there is conflicting documents on the internet stating what should be set to what.

1610112866309.png

I then added all my individual cameras to Hik-connect using the litedev.eu.hik-connect.com server address that was already populated with and that went fine and they go online

I then got some advice to complete the following I did this via 4200 as well as web based which unfortunately didn't work

1. Login to your NVR via Web Client
2. Navigate to "Network" "Advanced Settings" & "Platform Access" click the eye icon to View your Verification Code
3. Highlight & Copy the Verification Code
4. Navigate to the "Local" tab at the top of the Menu List
5. Clear the "Encryption Key" box, the paste the copied Verification Code into the Encryption Key box
6. Click Save

I then went back several versions of the software 2 at a time almost back to version 3, didn't resolve it so did the same sequence back to 4.40.015

I then tried using Sky DNS addresses being 90.207.238.97 and 90.207.238.99 and this has not resolved it, so went back to the normal.

I then hard reset the unit, that didn't work so reuploaded my previous saved config file

Some general shots of my unit

1610113320251.png

1610113334886.png

Now one issue I've noticed is, when I untick the custom box next to the server address which I know is an issue historically it removes the .eu from the address where as my other unit does not do that as the screen shots below
1610113370688.png
1610113447362.png

On the 080121 version 4.40.017 appeared in the UK portal I updated to that and it didn't make any difference.

090121 still running 4.40.017 I then did a total default reset and setup via 4200 then did another reset as it didn't fix it and then setup via the unit direct linked to a TV and nether worked.

Later on the 090121 I got a new 7616NI-I2/16p 2020 build running V4.22.005 build 191208 I had in a box that I bought by accident (Long story), turned it on for the first time and Hik-Connect went straight online so its nothing to do with my router proved again. So I decided to downgrade my problematic unit to V4.22.005 build 191208, then full default reset it and tried to setup via 4200 and via a TV on the unit direct and still the issue it wont go online and if you take the tick out of the box it drops the .eu out of the litedev.eu.hik-connect.com address. I gave up at that point and reverted it back to 4.40.017 id put on the previous evening.

And this is where i am upto.

2021-01-11 17:15:34
this is what i've done sorry the pictures dont copy

2021-01-11 17:16:27
there is nothing wrong with my network i have the older unit working and i setup a new 7616 unit a few days ago and the hik-connect went stright online

2021-01-11 17:18:35
avatar.png

Please change a network to test
2021-01-11 17:18:38
one thing to note is when you untick the custom box on the hik connect address it defaults to litedev.hik-connect.com rather than the litedev.eu.hik-connect.com that the other units are on

2021-01-11 17:18:40
avatar.png

If still failed
2021-01-11 17:19:08
avatar.png

please contact the distributor you bought device from for help
2021-01-11 17:19:12
done that ran a cable next door to BT route rather than my sky

2021-01-11 17:19:33
my installer has gone bust due to Covid 19 and shut down

2021-01-11 17:21:23
several people online reporting the same issue after updating to 4.40.016 on non POE, do you have any special version of software you can send?

2021-01-11 17:23:29
avatar.png

Please tell us your device model type, serial number
2021-01-11 17:24:38
7716NI-I4 non POE serial number ?????????(REMOVED)

2021-01-11 17:27:26
your help with this would be really greatly appreciated as its driving me mad

2021-01-11 17:30:22
avatar.png

We haven't had any feedback from other customers before
2021-01-11 17:30:23
avatar.png


NVR_K51_BL_ML_STD_V4.40.017_201124.zip
2021-01-11 17:30:55
avatar.png

Please try to upgrade device to V4.40.017
2021-01-11 17:31:42
yes if you read my chat i have already tried that and its not resolved it

2021-01-11 17:33:37
on the internet help forums there appears to be about 4 other people i know of that have this same issue after upgrading to 4.40.016

2021-01-11 17:34:32
it was working on 4.22.005 but even when i put that back on and reset and resore it several times it still has the issue with the address,

2021-01-11 17:37:12
avatar.png

Is there any error message available
2021-01-11 17:39:15
offline(0xe0020008)

2021-01-11 17:40:30
noting i have a 7708NI-I4 non poe running 4.40.015 and a 7616NI-I4/16P running 4.22.005 working fine on the same network

2021-01-11 17:42:13
when you uncheck the address box in Hik-connect it stays as litedev.eu.hik-connect.com where as this unit defaults to litedev.hik-connect.com

2021-01-11 17:44:51
avatar.png

You can change the server address manually
2021-01-11 17:49:21
yes and i have been putting it back to the .eu version but was just something of error that i wanted to note in case it indicated anything to you as to point to the issue. i have every single setting the same as the other two units ip dns hikconnect address but it still wont work and its doing this weird thing i note

2021-01-11 17:55:43
avatar.png

Please upgrade the device to V4.40.17, then default device, re-configure the network
2021-01-11 17:58:02
yes already tried that and tried to configure via 4200 and via the unit connected to a screen in my earlier post but that unfortunately didnt resolve it also

2021-01-11 17:58:16
avatar.png

We have deal with your device on the platform
2021-01-11 17:58:31
avatar.png

Please try again
2021-01-11 17:59:00
sorry what does the first message mean i don't understand it

2021-01-11 17:59:07
We have deal with your device on the platform

2021-01-11 18:02:36
avatar.png

Now the device will be online, please default and re-configure, if problem persists, please let me know.
2021-01-11 18:03:48
ok ill try it now, and stay on this chat if that's alright, have you changed something in the background on my account?

2021-01-11 18:07:57
avatar.png

No, we cannot link to your account, just the serial number
2021-01-11 18:08:31
what does that mean? just resetting now

2021-01-11 18:12:02
avatar.png

Can you add now?
2021-01-11 18:14:58
well I've rebooted the unit prior to resetting and it now appear online, could i ask what have you done at your end so i can tell other people i think you've give me a very late Christmas present and I'm very grateful

2021-01-11 18:19:10
avatar.png

This does not apply to all offline problems, if there is a problem occur, it is still recommended to check the network, provide serial number and device version information to contact us for troubleshooting
2021-01-11 18:45:22
avatar.png

Glad to provide service to you. Please rate my service.Thanks for your support to Hikvision.
 
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Solution

JB1970

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I admire your patience! I can't believe you actually got some support and Hikvision managed to resolve it. The cynic in me imagines that at time 18:02:36 above, millions of users worldwide momentarily lost connection as they rebooted the lot ;)
 
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lau110

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Points
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@fin Glad to see you got it sorted finally! So essentially the jist of it is that it needs manual intervention from them as we suspected?

Update: Just tried and says all agents are offline. Will have to try again earlier in the day tomorrow.
 
Last edited:
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lau110

Member
Messages
40
Points
8
Yep pretty much exactly the same as yourself. Was on the chat for all of about 15 minutes and after asking the usual troubleshooting steps that I'd already tried loads of times, they sorted it from their side and the support agent was fantastic. Hopefully HikVision see that it's essential to support their users in instances like this as it isn't something that can even be sorted through an installer. Although it seems like a trivial issue what a massive relief to get it sorted considering it hasn't been working for at least a good couple of months!
 
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fin

Member
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117
Points
18
What version are you running? 4.40.017 has some bugs for me on the inputs, once triggered by my gate if I have it enabled to Hik-Connect which I previously had, it send the message again and again ever few minutes until I reboot the unit, on 4.22.005 it didn’t but im not sure about trying to roll back and it causing online issues again
 
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lau110

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Updated here as well, no experiences with inputs but I did experience an issue with the Hik-Connect notifications not showing the proper channel name which was fixed by going in and removing the space.
 
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Magwhy

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I admire your patience! I can't believe you actually got some support and Hikvision managed to resolve it. The cynic in me imagines that at time 18:02:36 above, millions of users worldwide momentarily lost connection as they rebooted the lot ;)
Hi JB1970,
Have you updated your nvr with the v4.40.017_201124 firmware update?
If so did it screw up the 2 way audio on the 2386 cameras?
Thinking of updating but do not wish to loose this function.
Regards
 
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JB1970

Well-Known Member
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I missed your original post somehow. I didn't bother updating to .017. It's about the first time I haven't immediately jumped on any new firmware. For once I read the release notes and didn't see that I needed it. I'll try it out tomorrow and report back.
 
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