When you add a device to your Hik-Connect account and the app says the device is offline, you can follow the steps below to resolve the issue or find the cause.
Open the device to view the Hik-connect status. Path: Configuration - Network - Advanced Settings. The status can be seen in the web GUI, local GUI or SADP.
a) If the Enable box is not checked, enable it and view the hik-connect status.
b) If it has been activated and the hik-connect status remains offline, proceed to step 2.
2. Make sure the device is connected to the Internet and can connect to the Hik-Connect Server.
a) Check with the device to see if the IP parameters are in one LAN network. The IP address, subnet mask and default gateway must be set correctly. Path: Configuration - Network - Basic Settings - TCP / IP.
b) It is recommended that the DNS Server address be filled in as 8.8.8.8 or the DNS address used in the local LAN network.
3. If the Registration Status is still offline, you may need to check the network.
a) Check Hik-Connect Server can be accessed or not.
i. Connect your PC to the same LAN of the device.
ii. Open the Windows start menu, enter cmd and click the Enter button.
iii. Enter the command ping dev.hik-connect.com and click Enter. If there is a response, it means the DNS server address is correct and the Hik-Connect Server IP address is returned to the device. If there is no response, the DNS server address needs to be modified correctly
b) Check whether the firewall is blocking the connection between the device and the Hik-Connect Server.
i. Connect your PC to the same LAN of the device.
ii. Open the Windows start menu, enter cmd and click the Enter button..
iii. Enter the command telnet dev.hik-connect.com 8555 and click Enter.
iv. If telnet fails, you may need to check whether there are settings on the firewall that are blocking the connection between the device and the Hik-Connect server.
Notes:
The Telnet function is disabled on the PC as default, so it needs to be enabled first. Path : Control Panel - All Control Panel Items - Programs and Features - Installed Updates - Turn Windows features on or off