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Hik Connect App Stopped Working For Me :-(

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BigJon

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Hi, I have a 4 port DS-7604NI-K1-4P(B) with three cameras connected to and it hasn’t missed a beat until the other day.

IVMS works internally with it great but Hik Connect on my android phone shows the cameras live for about two seconds then pauses the image and after about a minute is says they are offline and then it says the NVR is offline. If I close the app and wait ten minutes is does exactly the same all over again.

I have tried using the android phone connected to my network with the 5G off and vice versa with the same results.

I have rebooted the NVR, tried different DNS servers 8.8.8.8 and 4.4.4.4 on the NVR but had no luck.

Nothing has changed on the NVR, my ISP is still the same, the internal IP address is still the same on the NVR and I haven’t changed anything on my home network and I am still using the same android phone.

I also have the Hik house alarm system on the Hik Connect app and that works great

Does anyone have any ideas?

Thanks
 
What version of the Hik Connect app are you using? You might need to look in Android Settings -> Apps to find the version, I couldn't find a version in my app.

This sounds like a Hik online service issue, but as a test (only while your are on your home WiFi), in the app you could try adding a device manually via "IP/Domain" and add you NVR IP. See how that works. If you get the same problem that way then that points to a network or NVR problem. If that works fine then that points to a Hik online service issue.
 
Hi, thanks very much for the idea.

I have added the NVR using its internal IP address and it works great now internally using the Hik Connect app on my phone.

Any ideas how i can resolve the issue when I am external from my network?

Thank you again
 
It gets stranger, I have just been sat net to the NVR and removed it from the Hik Connect app and added it again externally using the serial number and verification code, it added ok but does the same thing, a second or two live view then it freezes and it wont come back for a few minutes. but I did hear the HDD spin down then back up again so I ran a continuous ping to the NVR and its rebooting when I access it externally, see the attached image.

It doesn't do this when I access it internally via the Hik App on my phone though, I am confused... any ideas anyone?

Thanks in advance
 
Sounds like a hardware or firmware issue, there are reports of the same issue here from 2019.

Only thing I could suggest if you have not already is ensure you are on the latest firmware. What country/region are you and what NVR firmware do you have currently?
 
This is could be HDD issue, it could be drawing too much current due to its abnormal state and DVR losing power to operate and it enters reboot mode.
 
Codlord, I am in the UK and have firmware version V3.4.100 build 180310 can I jump to the highest or do I have to upgrade in steps?

Trempa92, I cant see it being the HDD due to the fact the it works internally via the Hik App on my android phone but not externally, but you never know stranger stuff has happened.
 
BigJon said:
I am in the UK and have firmware version V3.4.100 build 180310 can I jump to the highest or do I have to upgrade in steps?
Click to expand...
Not sure what the latest is but that sounds like it's quite old, in that other post people said they upgraded to 4.30 / 4.40 versions to fix their problems. I have never installed firmware in steps, just gone to whatever is the latest from UK website or UK portal (I stay away from any non-UK firmware however tempting as I have had rare problems in the past).
 
Thanks matey, I can seem find the firmware for my device on the UK website though :-(
 
BigJon said:
Thanks matey, I can seem find the firmware for my device on the UK website though :-(
Click to expand...
Yeah, HikVision are the absolute worst at publishing firmware. Other IT hardware you just go to the website, enter a model number or serial number and get your firmware. Not so much HikVision, it's very pot-luck.

The UK portal for NVRs is here:

And I think you want the K series here,

But from there I am a bit lost, there is an "[76 77 86 NI-K]" -> "[76 NI-K1]" but that only shows V3.4.103_build 181226

Then there are 3 directories "[76NI-K1(B)]" / "[76NI-K1(C)]" / "[76NI-K1(D)] " with various versions from 4.30 to 4.84
But I have no idea what B / C / D refer to, HikVision really like to make things difficult and looking at a few release notes you don't get a list of compatible devices and they usually say utterly useless stuff like "Fix some known issues".

Hopefully someone else here can advise on if any of the B / C / D firmware are right or not.
 
BigJon said:
I did find firmware here


But its not the eu or UK site...

I think that is south asia
Click to expand...
I would not recommend installing any firmware from other regions. I installed EU firmware on a camera once and it was fine until months later I installed newer (UK) firmware on the NVR and it sent the camera into a constant boot-loop. So I learnt my lesson that even if other region firmware works it can be affected by other updates later.

I would search here for details on the B / C / D firmwares and if nothing then post a new form question specifically asking about the meaning of those B / C / D firmwares listed on the portal.

Otherwise you could try the B / C / D firmwares at your own risk. Often the NVR would not accept firmware that was not meant for that model so should be o.k. to try BUT I don't know for sure so it's a risk...
 
Have you tried getting firmware based on serial number via HikPartnerPro?
 
I didn't know you search for it via serial number, just found that and now have downloaded firmware version V4.30.097

I will update the firmware tomorrow after work and let you know how I get on, thanks for the help
 
That worked, thank you very much everyone for your help....

The firmware search via HikPartnerPro was brilliant..

Thanks very much again for you help, strange that it done that after six years running... but its sorted now...
 
Hi all

We have exactly the same issue but we have updated our firmware. It will be ok and work for 10 minutes or even for 10 days then seems to drop out again. Its almost like the box itself keeps resetting. With the new firmware too, the time is 1 hour out, which isn't a major issue, but ideally it needs to be right. I have switched between the time options but it still is out. I am based in the UK too. Any help would be most appreciated.
 
Clairew83 said:
Hi all

the time is 1 hour out, which isn't a major issue, but ideally it needs to be right. I have switched between the time options but it still is out. I am based in the UK too. Any help would be most appreciated.
Click to expand...
For UK time on the NVR choose GMT then enable DST with:

Start Time: Mar Last Sun 01
End Time: Oct Last Sun 02
DST Bias: 60min

I use pool.ntp.org port 123

On my cameras I don't enable DST, they just seem to sync with the NVR. I do set GMT and NTP server though.
 
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