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Hikvision DS-7604NI-E1/4P - Why is the playback via app on mobile not working?


New Member
Hi I have a
Hikvision DS-7604NI-E1/4P
firmware version V3.4.98 (latest for the E series via EU portal, i am aware no more updates available)

I have 4 cameras:
x1 DS-2CD2347G1-LU 4MP
x3 DS-2CD2345FWD -I 4MP

I have line crossing set up on the colorvu camera but playback for events via app does not load. It used to work but now has stopped working. Remote playback via app also does not load for all channels.
On the NVR playback loads fine and via IVMS (logged in using HIK connect), loads fast and works.

Why is the playback via app on mobile not working?

NVR is connected to internet which has speeds of 220mbps down and 20mbps up (wired speed tested today)
The playback on app does not load if on same network or different network. (set up is correct as live view loads no issues at all and notifications all work)
I have also tried different phones and that does not help either.

Any help is much appreciated as this issue has me stuck. I have tried many hours of google and troubleshooting with no success.

I also get the error on app: 260015, regardless of channel or if it is event playback or regular playback, and no difference if it is a different network.
This comes with the usual faults of the video loading at a % for a while before throwing this error.

Port forwarding is on via UPNP but connection method via app is HIk connect account.