Hik Connect app issues on smartphone

[BRIGHTDARKNESS]

Hi, I am new to the CCTV world and have some issues im not very technical so i apologize for the layman terms.

Recently had 3 x HIKVISION 5mp colourvu analog cameras installed wired in to a hikvision dvr DS-7204HUHI-K1 - Firmware version: V4.21.002 build 190925. The DVR Is connected via a wireless link adapter. My internet speed is download 60mps and upload 27mps

The cameras are set to 5mp and run fine on the DVR with playback and motion sensor notification running absolutely fine.

The issue i have is with the HIK -Connect app on my samsung s10 but also tested on an iphone and with several other phones. I have downloaded the new app version of hik stores website directly which is v4.3.1. I have deleted the app and re-installed it

I have 2 issues:

1. sometimes the image on live stream breaks for a few seconds but happens every so often.

2. motion detection notification playback needs to be refreshed a few times for it to play and in some parts of it the image still breaks

I contacted the installer who said i have never seen this issue and left me in limbo.

Please see images attached any help will be welcome im a newbie to the cctv world

 

[fullboogie]

The 2 mp up is not helping.

 

[BRIGHTDARKNESS]

The 2 mp up is not helping.

Sorry i meant 27mps

 

[Kyle]

Hi @BRIGHTDARKNESS

What are the model number and firmware versions of the cameras?

Are you noticing the issue all the time on Hik-Connect, or only when you're using mobile data, rather than WiFi? Do you see the same issue when viewing the cameras in a browser or locally on the NVR (via monitor directly plugged into it)?

There's also a firmware update available on the DVR which would be the first thing to try: V4.21.100 build 200307 - HIKVISION UK PORTAL

Here's our guide for updating firmware: How do I update HikVision Firmware in just nine simple steps? - updated 20th February 2019

 

[JB1970]

I doubt that picture breakup issue is anything to do with the network. They are HD-TVI cameras and the issue is likely down to either poor termination of the wiring, a power supply issue or ground loop.

The DVR model you detail is not PoC (Power over Coax) so you'll have one or more 12V DC PSU's for the cameras. It may be that if the installer used a single PSU that this does not have a sufficiently high output for all of the cameras or is not regulated. Regarding the termination it depends whether the installer used RG59 coax and a separate cable for the 12 supply, or ran CAT5E and used Baluns at each end.

 

[BRIGHTDARKNESS]

Hi @BRIGHTDARKNESS

What are the model number and firmware versions of the cameras?

Are you noticing the issue all the time on Hik-Connect, or only when you're using mobile data, rather than WiFi? Do you see the same issue when viewing the cameras in a browser or locally on the NVR (via monitor directly plugged into it)?

There's also a firmware update available on the DVR which would be the first thing to try: V4.21.100 build 200307 - HIKVISION UK PORTAL

Here's our guide for updating firmware: How do I update HikVision Firmware in just nine simple steps? - updated 20th February 2019

I am unsure what the model number and firmware versions are of the cameras, as the installer didn't leave any boxes behind, they are HIKVISION 5mp colorvu cameras, how can i check the model no. on them via the dvr.

I only notice it one the HIK-connect app over mobile data and wifi, its absolutely fine on the dvr as its connected to my tv.

I will try updating the Firmware and report back.

Thanks

 

[BRIGHTDARKNESS]

I doubt that picture breakup issue is anything to do with the network. They are HD-TVI cameras and the issue is likely down to either poor termination of the wiring, a power supply issue or ground loop.

The DVR model you detail is not PoC (Power over Coax) so you'll have one or more 12V DC PSU's for the cameras. It may be that if the installer used a single PSU that this does not have a sufficiently high output for all of the cameras or is not regulated. Regarding the termination it depends whether the installer used RG59 coax and a separate cable for the 12 supply, or ran CAT5E and used Baluns at each end.

Thanks you for your reply,

So the set up in terms of power, i see that the installer has used CAT5E with Baluns, so one end is connected to the DVR and the other in to the PSU. however the 3 cameras have single PSU connected which is providing power to the 3 cameras. The DVR has its own power supply.

If it was power issue wouldn't this also reflect on the DVR? as it seems fine on the DVR, issue is only on the HIK-connect app

 

[dfox973]

Thanks you for your reply,

So the set up in terms of power, i see that the installer has used CAT5E with Baluns, so one end is connected to the DVR and the other in to the PSU. however the 3 cameras have single PSU connected which is providing power to the 3 cameras. The DVR has its own power supply.

If it was power issue wouldn't this also reflect on the DVR? as it seems fine on the DVR, issue is only on the HIK-connect app

Hi,

I have this same issue, the image plays fine when viewed through a TV connected direct to DVR but stop and starts and breaks up on the hik connect app.

Funny though as I have 2 normal analogue cameras as well and they play fine on the app so has to be something to do with the app and colorvu cameras.

Did you ever fix the issue?

Thanks

 

[Phil]

FYI:

 

[dfox973]

FYI:

Thanks Phil,

I will have a look at that. Do you mind or anyone else mind having a look at the attached images and see you think the picture quality at night should be better?

Thanks

 

[dfox973]

Thanks Phil,

I will have a look at that. Do you mind or anyone else mind having a look at the attached images and see you think the picture quality at night should be better?

Thanks

Oh by the way these are off the tv that the DVR is connected to.

 

[Phil]

It's hard to be sure as they are photos of your TV.
And there's no telling how dark the scene actually is.
Also, we never really get hands-on with analogue cameras.
But they look a bit grainy, as if the gain controls on the cameras are working hard to provide colour images.
If you are able to add some white light to the scene that will probably improve it a lot.
You will not need a lot of light.

 

[dfox973]

Hi, I am new to the CCTV world and have some issues im not very technical so i apologize for the layman terms.

Recently had 3 x HIKVISION 5mp colourvu analog cameras installed wired in to a hikvision dvr DS-7204HUHI-K1 - Firmware version: V4.21.002 build 190925. The DVR Is connected via a wireless link adapter. My internet speed is download 60mps and upload 27mps

The cameras are set to 5mp and run fine on the DVR with playback and motion sensor notification running absolutely fine.

The issue i have is with the HIK -Connect app on my samsung s10 but also tested on an iphone and with several other phones. I have downloaded the new app version of hik stores website directly which is v4.3.1. I have deleted the app and re-installed it

I have 2 issues:

1. sometimes the image on live stream breaks for a few seconds but happens every so often.

2. motion detection notification playback needs to be refreshed a few times for it to play and in some parts of it the image still breaks

I contacted the installer who said i have never seen this issue and left me in limbo.

Please see images attached any help will be welcome im a newbie to the cctv world

Hi,

Not sure if this helps but I downgraded hikconnect to 3.7.4 and the issues have stopped the same as what you were having.