01304 827609 info@use-ip.co.uk Find us

Hik-Connect Playback function non existing

Razz

Member
Messages
5
Points
1
Good morning,

Im struggling to get playback on my Hik connect app.
Everytime I click on a notification I am unable to view the playback. Sometimes when I open the app some cameras will fail to load. There is nothing else connected to the Internet.

I have only had this installed a week ago. I had the same system installed at my mothers with no issues.
They have said its down to my Internet connection but Im receiving 38mbps download and 8mbps upload...its faster then at my mums?

Can anyone advise me on what settings I may have to change? Im new to all this so any help would be greatly appreciated.

R
 
Hi @Razz

Are your cameras connected to an NVR?
Could you provide the model numbers of all the cameras/NVR that you're using, as well as screenshots of the video settings for the cameras?

In these settings, I would see if reducing the Max Bitrate value and if using H.265 or H.265+ encoding also helps with the stability in Hik-Connect.

Also, make sure that your cameras (or NVR) have been added to your Hik-Connect via their serial numbers in the Hik-Connect portal, rather than by QR code, as shown in this guide:
Hikvision's standard App for use with their security cameras and recorders is called Hik-Connect.

It is available for both Android and Apple's IOS based mobile devices, from the usual App stores.

For Android devices, from the Google Play store here:​
For Apple IOS devices, from the iTunes store here:​

Hikvision's Hik-Connect App works with their Hik-Connect portal at www.hik-connect.com
We would recommend that you access the portal in a web browser first and create an account.
Then, add your NVR to that account - using the 9-digit serial number on your NVR is simplest.
NB - the 9-digit serial number that you need is shown on the product label on the device AND on the retail box (it is a separate 9-digit serial number, all numbers, NOT a part of the device's main serial number)
Adding your NVR will grant you remote access to any cameras connected to that NVR.
If you don't have an NVR, you can add individual cameras to your account.

The Hik-Connect portal and App work together.
Your devices use a peer-to-peer connection to 'call home' to the portal, confirm that they are online and ready, AND tell the portal their current world wide web IP address.
This capability means that you do not need a static IP address at the camera/NVR site.
Nor do you need to configure port forwarding.
It's all taken care of for you by the portal and the App.

All being well, you should see your Hikvision devices showing at the portal as 'online' and reporting their current world wide web IP address:

View attachment 1376




Install the App on your mobile device, and sign-in with your user name and password that you used to create your account, and you should straight away be able to access the devices that you added at the portal.

THE most common problem that prevents this solution from working is the lack of DNS settings being entered in your camera or NVR's Configuration settings.
Without DNS settings your Hikvision device is unable to lookup and contact the portal.
These settings can be found in Configuration -> select Network, Basic Settings at the left -> select TCP/IP at the top (usually it defaults to this)
We would recommend that you set your DNS settings to Google's DNS servers as below:
Preferred DNS Server = 8.8.8.8
Alternate DNS Server = 8.8.4.4
Don't forget to click 'Save'.

View attachment 1374



In the App on your mobile device you should see something like this:



There's an earlier basic description (with links to much deeper information on setup and sharing) here:
HikConnect - In a nutshell how does it work.

Final Note - the first time that you access a Hikvision device from a new device e.g. a mobile phone or a browser on a PC/Mac you are likely to be asked for an encryption key. This is just a secure means of checking that you are the owner of the Hikvision device / have permission to remotely access the device. You set the encryption key/code that you want to use - please take a look at this post for details of where to set the code (in screenshot 2):
HikVision NVR "Invalid encryption key" error message
 
Hi Kyle thanks for getting back to me,

How do I change the bitrate?

Yes they are connected direct to an NVR
How would I know each model number?

They are 5mp colourVu cameras.
 
16113341896892973698362267170783.jpg
 
Try disabling the H.265+ option, and adjust the bitrates if need be to match the recommended range.

Definitely make sure you NVR is removed from your Hik-Connect account and added again via the Hik-Connect portal as mentioned in my last post too, this often fixes issues with the app.

Have you updated the firmware on the NVR since you had it? Could you share a screenshot of the Device Information page [Maintenance > System Info > Device Information], and the Network Stat page [Maintenance > Network > Network stat] if neither of the above help?
 
I have removed the NVR and connected ir again the same issue occurs
20210122_171659.jpg
20210122_171741.jpg
 
Back
Top